Outage: Connectivity issues in Antwerp, Limburg and Flemish Brabant – Solved

Dear customers,

We have experienced an outage with internet and fixed voice services in the area of Antwerp, Limburg and Flemish Brabant, leading to connectivity issues for some of our customers in this region. Our Network Operations team has identified the problem as coming from a faulty link and has corrected it.

All affected sessions have been restored by approximately 07:45. We will continue to closely monitor the situation to ensure that there are no further impacts.

Please find all details below:

Start*: 14-02-2024 06:40
End*: 14-02-2024 07:45
Duration: 1 hour 5 minutes
Impacted services: All internet services
Affected Areas**: 03BKC: Antwerp, Limburg and Flemish Brabant


Update 14/02/2024 11:31:
Upon further investigation, we identified a faulty card as the root cause of the issue. Our network engineer arrived to the location to replace it. The repair works resulted in a complete session reconnect for the entire service area around 11:10. By 11:30, most sessions have recovered and are now operational again. If your modem has not been able to connect yet, a reboot may be needed. Our apologies for the inconvenience.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Short connection drop on 91GEN (East and West Flanders) on Saturday – Solved

Dear customers,

Saturday morning, we experienced an outage with a core router servicing 91GEN, which resolved itself quickly.  Our Network Operations team investigated this outage and found no lasting problems. Monitoring shows all affected sessions restored themselves within 20 minutes.

Please find all details below:

Start*: 13-01-2024 07:22*
End*: 13-01-2024 07:23*
Duration: Less than one minute
Impacted services: All internet services
Affected Areas**: 91GEN: All of East and West Flanders

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Interruptions on PPPoE in 91GEN

Dear customers,

We are currently experiencing an outage with PPPoE connections in 91GEN area.  Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start*: 11-12-2023 16:13*
End*: 11-12-2023 16:51*
Duration: 38 minutes
Impacted services: All internet services
Affected Areas**: 91GEN: all areas affected

EDIT 16:51*: Our technical team has found the cause and has resolved it. If you should still have any issues, please reboot your modem to refresh its PPPoE session and attempts.

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Connectivity issues in Walloon Brabant and Hainaut – Solved

Dear customers,

We are currently experiencing an outage with internet and fixed voice services in the area of Walloon Brabant and Hainaut. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

Please find all details below:

Start*: 30-11-2023 04:44 (full impact since around 07:00)
End*: 30-11-2023 14:40
Duration: 9 hours and 56 minutes
Impacted services: All internet services
Affected Areas**: A71: Walloon Brabant, Hainaut


Update 10:13*
: Our network engineers are working to isolate the fault. We suspect a software fault, the investigation is currently in progress.

Update 10:47*: The investigation is still ongoing to identify the root cause. Further updates will be shared as soon as possible.

Update 12:09*: Our engineer is currently on site, working to isolate and replace the faulty equipment. We are doing our best to restore the service, however we cannot confirm the exact ETR at this moment.

Update 14:47*: We were able to stabilize the situation by around 12:30 and proceeded with preparations for replacing the faulty equipment. At 14:15, the switch to the new hardware has been successfully completed. All sessions have been restored by approximately 14:40. We will continue to closely monitor the situation to ensure that there are no further impacts.

Update 15:55*: All sessions affected by the incident have been up and running since the last update. We have put extra measures in place to ensure that the situation remains stable.

We acknowledge that this is the third incident in the area of Walloon Brabant and Hainaut in the past three months. Currently, there is no indication that the ongoing outage is related to the incidents occurred earlier in September and October, which were caused by a fiber cut and hardware failure of the optical card, respectively. We understand the frustration that this situation may cause and sincerely apologize for any inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Multiple outages at AMS-IX Internet Exchange affecting Internet stability: Solved

Dear customers,

We are currently experiencing an outage with our peering via AMS-IX. Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start*: 22-11-2023 19:08*
End*: 22-11-2023 23:04*
Duration: 3 hours 56 minutes
Impacted services: Global internet connectivity
Affected Areas**: All areas

 

More info can be found here:

https://www.ams-ix.net/ams/documentation/total-stats

https://www.ams-ix.net/ams/outage-on-amsterdam-peering-platform

Edit 11:03*: AMS-IX has confirmed the outage started affecting users again since 9:38 today. As before, the outage will only affect you irregularly and will not cause a total loss of connectivity. Some pages may load slow or not at all, some services might be harder to reach. AMS-IX is investigating the issue and we will keep you posted.

Edit 11:28*: AMS-IX reports they have identified and possibly isolated the problem, so recovery is to be expected soon. It is worth mentioning that this issue does not affect our services to our customers directly as we have enough bandwith to provide even with AMS-IX down. But it may affect internet speed and stability as this issue affects a considerable percentage of all traffic handled by our peering provider. We are closely monitoring the situation to make sure it remains stable for us.

Edit 14:56*: AMS-IX is continuing to update and it seems like they have found the problem, and are mitigating the situation as we speak. We see the situation is normalizing, which means your connectivity should be improving. Our additional measures remain in effect until AMS-IX has closed the issue.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Connectivity issues – Walloon Brabant and Hainaut: Solved

Dear customers,

We are currently experiencing an outage with internet connectivity in the region of Walloon Brabant and Hainaut. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

We apologize for the delay in confirming the incident.

Please find all details below:

Start*: 18-10-2023 12:22
End*: 18-10-2023 14:16
Duration: 1h54min
Impacted services: All internet and telephony services
Affected Areas**: A71: Walloon Brabant, Hainaut


Update 14:25*
: All impacted connections have been successfully restored and are now fully operational. We are in contact with our supplier to identify the root cause of the incident. We are monitoring the situation to ensure that there are no further impacts.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Connectivity issues Walloon Brabant, Hainaut – Solved

Dear customers,

We are currently experiencing an outage with internet and fixed voice services in service area A71. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

Please find all details below:

Start*: 26-09-2023 18:07
End*: 26-09-2023 20:15
Duration: 2 hours 2 minutes
Impacted services: internet and fixed voice services
Affected Areas**: A71: 010, 060, 064, 065, 067, 068, 069, 071


Update 20:09*:
The problem has been located, a major fiber outage has cut both fibers from our supplier. No estimated time of repair known as of yet.
Update 20:19*: One fiber link seems to be restored, traffic should start to flow. Backup patch is still down, but we expect no more impact for our clients.
Update 22:00*: The backup link has been restored, too. All affected connections have been restored and are fully operational by now.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Connectivity issues in West and East Flanders – Solved

Dear customers,

Our supplier has experienced an outage that impacted internet services in West and East Flanders. All affected connections have been restored and are fully operational as of 01:57 am.

Our Network Operations team is in contact with our supplier to identify the root cause of the incident. Further updates will be released as soon as possible.

Please find all details below:

Start*: 25-09-2023 01:26
End*: 25-09-2023 01:57
Duration: 31 minutes
Impacted services: All internet services
Affected Areas**: 91GEN: West and East Flanders

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Hosted services (voice, mail, My Edpnet)

Dear customers,

We experienced an outage with one of our core routers at the Sint-Niklaas office.  Our Network Operations team investigated this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start*: 04-07-2023 10:27
End*: 04-07-2023 10:53
Duration: 26 minutes
Impacted services: All voice traffic (voip, cloud PBX), e-mail, My Edpnet access, datacenter
Affected Areas**: All areas

 

Update 04/07/2023 12:03*: The issue was localized and resolved after a reconfiguration of the affected device. The cause was found to be a failure at network level which it handled incorrectly.

Update 07/07/2023 9:20*: We experienced a new outage with our core router at 8:36 this morning. It was resolved by 9:10. We have identified the core problem and will be implementing a permanent solution next week to prevent this from happening again. We will keep you updated on the progress and share more information as it becomes available.

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: Partial unavailability of mail and telephony services – Solved

Dear customers,

Due to a card failure in one of our datacenters some customers may experience issues with the mail and telephony services hosted at our Sint-Niklaas datacenter.

Our network engineer is already en route to the location to swap the faulty card. Further updates will be released as soon as possible.

Please find all details below:

Start*: 03-05-2023 23:41
End*: 04-05-2023 11:04
Duration: 11h23min
Impacted services: Mail and telephony services
Affected Areas**: All areas

 

Update 04/05/2023 09:35: Our engineer is expected to arrive at the location by 10:30am. We will provide an update as soon as the faulty card has been replaced.

Update 04/05/2023 11:04: The card has been swapped and the link has been successfully restored. The issue should now be resolved. We will continue to monitor the situation to ensure that there are no further impacts.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site