Update concerning the temporarily restricted access to your edpnet account

Dear Customer,

On 11 March 2024, we informed you that unauthorised persons accessed our administrative systems due to a cyber attack. By responding quickly and appropriately, the incident was limited to a few administrative systems and did not impact your edpnet connection.

What is the status today?

We have been available by phone, e-mail and web chat since last week. So don’t hesitate to contact our helpdesk if you encounter a technical problem. Our team will be happy to help you. You can also contact us again for administrative questions.

Unfortunately, it is currently not yet possible to log on to my edpnet. We understand that this is annoying. The edpnet team is working on the availability of my edpnet with the highest priority.

Support site with frequently asked questions

We would like to refer you to our support site, where we have an overview of the most frequently asked questions around this incident: www.edpnet.be/cyberattack. This overview is kept up to date and as soon as we have more relevant information for you. Our team, who is trained in this type of situation, is at your service at all times.

What can you do yourself?

Thanks to our quick action, our central database containing all customer data was safeguarded in this attack. Given the increase in cybercrime, we would like to provide you with some general tips and recommendations that you can use in the context of preventing a cyber incident:

  • Use unique and strong passwords: Create a unique password for each online service. Use a mix of letters, numbers and special characters to strengthen the password. Consider using a password manager to generate strong passwords and store them securely.
  • Be alert to spam and phishing: After a cyber incident, spam and phishing emails may circulate that try to steal your personal information. Be extra careful and do not open emails that seem suspicious or come from unknown senders. Definitely do not click on links or attachments in suspicious emails.
  • Use secure connections: Avoid using public Wi-Fi networks to perform sensitive online operations, such as financial transactions or entering personal information.
  • Update your software regularly: Make sure your software, including your PC or smartphone operating system and antivirus software, is always up-to-date. Software developers regularly release updates to plug known security holes.

We will keep you further updated as soon as we have more news. We apologise for the inconvenience and thank you for your patience.

Best regards,
The edpnet team

outage / Solved /

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

Belgium / Maintenance / Scheduled /

Maintenance planned on 12-03-2024 – region: Walloon Brabant, Hainaut, Liège, Namur, province of Luxembourg – impacted services: All internet services

Dear customers,

Edpnet has planned a maintenance in order to upgrade hardware and one of interconnectivity links with our supplier.

This maintenance will require a complete reconnect of all active internet connections in Walloon Brabant and Hainaut, as well as in the provinces of Liège, Namur and Luxembourg.

Please find all details below:

Start*: 12-03-2024 04:00
End*: 12-03-2024 06:00
Duration: Up to 30 minutes
Impacted services: All internet services
Affected Areas**: 41GRE: Liège, Namur, province of Luxembourg
71GIL: Walloon Brabant, Hainaut

 

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