Outage: telephony (solved)

Dear customers,

We have experienced issues with inbound and outbound telephony after a router maintenance this night, some voice switch IP’s were unreachable from certain IP ranges. The issue has been corrected at 9h19, telephony services should be back to normal.

Please find all details below:

Start: 2017-06-30 05:37*
End: 2017-06-30 09:58*
Duration: 4h21
Impacted services: Incoming and outgoing telephony
Affected Areas: All areas

Update 30/06/2017 – 09:48: We noticed there might be some minor issues remaining, we’re working on them with the highest priority.
Update 30/06/2017 – 09:58: The issue has been resolved completely, all telephony services are fully functional again.
Update 30/06/2017 – 14:07: This afternoon, some customers might have encountered issues due to the fault occurred while re-applying access-lists after a router maintenance. The problem has been resolved.
Update 30/06/2017 – 15:16: Small reconfiguration works will take place at 16h30 to ensure the telephony will continue functioning flawlessly. We expect no impact on our customers, but please contact us if you notice any issues.
Update 30/06/2017 – 17:00: The access-lists have been successfully re-applied, our tests show no abnormality since then.  We apologize for the inconvenience this incident has caused and thank you for your understanding.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Outgoing telephony (Solved)

Dear customers,

We are currently experiencing an outage with outbound telephony.  Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start: 2017-06-13 11:55*
End: 2017-06-13 14:25*
Duration: 2h30m
Impacted services: Outgoing telephony
Affected Areas: All areas

Update 13:30: Our NOC-team has found the cause of the issue and is currently working to resolve it. We are working to minimize the impact. Edpnet telephony (VOIP) customers and virtual PBX customers are not impacted. We are aiming for an expected time of resolution of 1 hour from now.

Update 14:25: The telephony database has been rebuilt and telephony has been successfully tested with some impacted customers. Please contact us if you are still experiencing any issues and have already rebooted your hardware.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 23/05/2017 – impacted services: Internet, telephony

Dear customers,

Edpnet has planned works in our domain to maintain the quality of the services we provide.

This maintenance may affect your connection. You will experience a short disconnect during the given time.

Please, find all details below:

Start: 2017-05-23 02:00
End: 2017-05-23 03:00
Duration: 15 minutes
Impacted services: Internet, Telephony
Affected Areas: Brussels, Antwerp, Limburg, Flemish Brabant, West and East Flanders

02, 03, 011, 012, 013, 014, 015, 016, 089, 050, 051, 052, 053, 054, 055, 056, 057, 058, 059, 09

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: All telephony services (solved)

Dear customers,

We are currently experiencing an outage with telephony. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-11-18 13:32*
End: 2016-11-18 20:00*
Duration: 6:28
Impacted services: All telephony services
Affected Areas: All areas

Update 18/11 20:00: Full capacity is restored, multiple link resets were needed to restore all links. The problem will be investigated and corrective measures will be taken to avoid this issue in the future.

Update 18/11 14:56: The hardware replacement did not have the required effect and telephony is currently running at reduced capacity. We are still looking into solving the issue as soon as possible.

Update 18/11 13:52: The fault was found (hardware failure) and the piece has been replaced. We are following up and monitoring the issue.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 31/10/2016 – impacted services: Telephony

Dear customers,

Edpnet has planned a maintenance in order to upgrade the software of our voice switches.

No impact is expected, but this maintenance may affect your services.

Please find all details below:

Start: 2016-10-31 05:45*
End: 2016-10-31 05:52*
Duration: 7 minutes
Impacted services: All Telephony services
Affected Areas: BE

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 07/10 – impacted services: All telephony services (closed)

Update 07/10/2016 – 02:48:

Dear customers,

Last night’s maintenance was successfully completed. Redundancy tests were performed by bringing down each voice switch.

One switch failed during these tests and corrective measures were taken. After these measures all tests were conducted again and finished 100% successfully.

Best regards
The edpnet team

 

Initial post:

Dear customers,

Edpnet has planned a maintenance in order to provide full redundancy on our telephony services in the future.

This maintenance may affect your services.

Please find all details below:

Start: 2016-10-07 01:00*
End: 2016-10-07 03:00*
Duration: Approx. 60 – 90 minutes
Impacted services: All telephony services
Affected Areas: All

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Power outage at edpnet colocation

 

Dear customers,

We have experienced an outage at our colocation in Sint-Niklaas. For now all systems are running again.

Please find all details below:

Start: 2016-09-26 07:00*
End: 2016-09-26 16:50*
Duration: Telephony and web services: 3 hours

Mail: 9 hours 50 min

Impacted services: All telephony services, mail, web services
Affected Areas: All areas

Update 26/09/2016 – 21:30: Incoming voice should be fine now as well.

Update 26/09/2016 – 20:00: We hit the same issue as this morning, power outage of the collocation in Sint-Niklaas, probably due to a faulty UPS, we now bypassed the UPS and are starting all services again.
We added extra protection for the main router and our telephony system so no impact was expected there, but due to a strange coincidence our incoming voice also appears to be impacted by a fiber cut in Brussels that forced a reroute.

Update 26/09/16 – 16:50: High mail latency is solved.

Update 26/09/16 – 14-00: Webmail service is restored, but some customers still could face mail latency about 1 hour due to the huge amount of mails to be delivered on our servers.

Update 26/09/2016 – 12:30: Webmail is currently down in order to avoid too much delay and heavy traffic towards our backup mail system. 

Update 26/09/2016 – 10:19: All impacted services have been restored and are running again. Our mail relays are clearing out their backlogs.  We expect normal mail traffic flow to be resumed soon.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: Routing issue with outbound calls to mobile & international numbers [SOLVED]

Dear customers,

We are currently experiencing an outage with outbound calls to mobile & international numbers. The outage is currently under investigation by our NOC team. Further updates will be released as soon as possible.

Please find all details below:

Start: 2016-06-30 10:45*
End: 2016-06-30 12:15*
Duration: Approx. 90 minutes
Impacted services: Telephony, outbound
Affected Areas: All

Update 11:05: We have found the issue and are currently progressing to solve it.

Update 11:35: We are currently performing an update on our routing which, in a few minutes, should solve the issue.

Update 12:15: All routings have been adjusted and no more problems should occur

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 18/06/2016 – impacted services: telephony

Dear customers,

Edpnet has planned a maintenance in order to improve our telephony service.

No impact is expected on your services.

Please find all details below:

Start: 2016-06-18 12:00 AM*
End: 2016-06-18 04:00 AM*
Duration: Up to 4 hours
Impacted services: Telephony
Affected Areas: All areas

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Outage: all data services (internet, telephony, …)

Dear customers,

We have experienced an outage with DSL services impacted by the maintenance of last night. For most customers, the problem was solved when they restarted their modems. The outage has been fixed by our NOC team.

Please find all details below:

Start: 2016-06-07 2:09 AM*
End: 2016-06-07 9:47 AM*
Duration: 7,5 hours
Impacted services: All data services
Affected Areas: All DSL customers in Belgium

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time