Partial outage: edpnet mobile issues in Antwerp area – Solved

Dear customers,

We are currently experiencing a partial outage in the Antwerp region due to a fiber cut. Customers in this area may experience no coverage or reduced service.

Our supplier has been working on the issue with the highest priority, and engineers are currently at the location carrying out repair works. Further updates will be released as soon as possible.

Please find all details below:

Start*: 26-09-2024 17:41
End*: 03-10-2024 14:44
Duration: 6 days 21 hours
Impacted services: Mobile calls and data
Affected Areas**: A3: Antwerpen


Update 04/10/2024 09:30:
The repair works were completed yesterday afternoon. The incident should now be resolved. We remain in close contact with our supplier to ensure that all services are functioning as expected and there are no residual issues.

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


Partial outage: outbound voice issues – Solved

Dear customers,

We have encountered an issue with our fixed telephony service, which affected outbound calls to certain destinations. A fix has been implemented, and all outgoing calls should now be functioning as expected.

Please find all details below:

Start*: 22-08-2024 09:25
End*: 22-08-2024 10:15
Duration: 50 minutes
Impacted services: Fixed telephony
Affected Areas**: All areas

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


Partial outage: mobile telephony issues – Solved

Dear customers,

We experienced an outage with our mobile telephony. Some customers may have noticed difficulties being reached from other numbers or not being able to call other edpnet customers. The cause of the problem was identified and resolved by our service supplier.

Please find all details below:

Start*: 27-07-2024 TBC
End*: 29-07-2024 13:00
Duration: TBC
Impacted services: edpnet mobile
Affected Areas**: All areas

 

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: My edpnet and helpdesk, commercial & financial teams unavailable – Solved

Dear customers,

We are currently experiencing an outage with My edpnet and our support staff. This issue does not affect any of our offered subscriptions (Internet, voice, etc).  Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start*: 19-07-2024 07:00*
End*: 19-07-2024 10:10*
Duration: 4 hours approx.
Impacted services: My edpnet & helpdesk, commercial and financial teams unavailable
Affected Areas**: All areas

EDIT 10:10*: We are reopening our queues. My edpnet should be available again.

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: “My edpnet” is unavailable – Solved

Dear customers,

We are currently experiencing an outage with our My edpnet service. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

Update 26/03/2024 at 10:00:

Great news: my edpnet is back up and running! Ready to check your usage, place orders, create support tickets, view invoices, and manage payments? Everything is back online, quick and easy.

Thank you for your patience and welcome back!

Update 12/03/2024 at 9:50:

Dear Customers,

We have found that unauthorised persons have accessed the administrative systems at edpnet due to a cyber attack.

By responding quickly and appropriately, the incident was limited to a few administrative systems and there was no impact on customers’ connectivity services.

Technical issues

We are currently experiencing technical difficulties as a result of this breach, which means that you are currently unable to log into my edpnet. We are working on a solution with the highest priority to restore access and further strengthen security.

What have we done so far?

We immediately took the necessary steps to additionally secure the systems against further exposure, and launched an investigation in collaboration with cyber security experts to help us address the incident.

The operation of services to customers has been safeguarded, so you will not experience any impact in your connectivity.

The incident is currently under control and all affected parties have been informed.

With this, we hope to have informed you sufficiently. As soon as we have more information, we will provide further communication.

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 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