Outage: Connectivity issues – Brussels: Solved

Dear customers,

We are currently experiencing an outage with internet connectivity in Brussels region. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

Please find all details below:

Start*: 27-01-2023 09:25
End*: 27-01-2023 16:11
Duration: 6h46min
Impacted services: All internet services
Affected Areas**: 02STR: Brussels

 

Update 11:53: We have identified the failure and are currently working with our supplier to resolve it as soon as possible. Our engineer is on the way to the location to replace the faulty card should the problem not be resolved remotely. More updates will follow soon.

Update 13:22: Our engineer has arrived to the location to swap the malfunctioning card. We will update you as soon as the works have been completed.

Update 14:20: The card has been replaced, but the affected sessions are still not able to connect. We are in contact with our supplier and are pushing them to pinpoint the core issue ASAP.

Update 15:55: The investigation is still ongoing. Our supplier just reported that they expect to have the sessions restored within 30 minutes – we are waiting for confirmation.

Update 16:19: The incident is resolved. Most sessions have already recovered, and traffic flow is coming back to normal. We are keeping an eye on the situation. If your modem has not been able to connect yet, a reboot may be needed.

Update 18:00: We noticed that some fiber customers in Etterbeek, Koekelberg and Molenbeek are still not able to connect. We will escalate this towards our supplier. More updates will follow.

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


Maintenance planned on 31/01 – impacted services: Internet services (Brussels, Liège, Namur, province of Luxembourg)

Dear customers,

Please be informed we’ve planned a maintenance on our core infrastructure. We will be performing an upgrade of several line cards to allow for higher bandwidths.

This maintenance may affect your services.

Please find all details below:

Start*: 31-01-2023 02:00*
End*: 31-01-2023 06:00*
Duration: Up to 4 hours
Impacted services: All internet services
Affected Areas**: A2: Brussels, 41GRE: Liège, Namur, province of Luxembourg

 

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


Issue: High latency during peak hours – region: Antwerp, Limburg, Flemish Brabant: SOLVED

Dear customers,

We are currently experiencing an issue with internet services in Antwerp, Limburg, Flemish Brabant (telephone zones: 03, 011, 012, 013, 014, 015, 016, 089). Customers may notice service degradation and high latency during peak hours. Our Network Operations team is investigating the outage.

Update 15/11/2022:  We located the problem and our config changes appeared to have solved the problem, we will be keeping an eye on the situation.

Further details will be released as soon as possible.

We apologize for the inconveniences.

Best regards
The edpnet team


Outage: Internet & telephony in service area 3 down : SOLVED

Dear customers,

We are currently experiencing an outage with internet and telephony in service area 3.  Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Update 8:32: problem still under investigation, cause unclear, troubleshooting our equipment and contacting Proximus to do the same

Update 9:20: internet traffic is restoring back to normal. Connections should not be affected anymore. We are still monitoring in the background.

Update 10:40: we found a problem on our optical network, we brought down the links that were on that card and there is no impact since then. We will replace the card this afternoon.

Please find all details below:

Start*: 19-10-2022 02:30 (noticeable impact since around 7:00)
End*: 19-10-2022 08:45
Duration: 6 hours 15 minutes
Impacted services: Internet & telephony
Affected Areas**: Service area 3: 03, 011, 012, 013, 014, 015, 016, 089

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 


Maintenance planned on 19/10/2022 – impacted services: Telephony

Dear customers,

We have planned a maintenance (software update) on our voice switches.

We will try to minimize the impact as much as possible, but customers may notice issues with their telephony (calls cut off, numbers unreachable) during the whole maintenance window.

Please find all details below:

Start*: 19-10-2022 23:00
End*: 20-10-2022 01:30
Duration: 2 hours 30 minutes
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
** Check the different areas & zones on our support site


Info: Phishing mails “Gefeliciteerd, de automatische update is voltooid”

Dear customers,

We would like to inform you about a new phishing wave that is aimed at edpnet customers.

The email with the subject “Gefeliciteerd, de automatische update is voltooid” pretends to come from edpnet and contains a phishing link.

Please do not reply to those emails and do not click on the link. For more information, please, consider reading through our support article on this subject.

https://www.edpnet.be/en/support/troubleshooting/internet/learn-about-security/phishing.html

Also keep in mind that edpnet mails should never come from third party domains.

If you have any questions left, please do not hesitate to contact us.

Best regards
The edpnet team


Outage: problem with mail services/ webmail : SOLVED

Dear customers,

We have experienced an outage with our mail services and webmail application due to  a software issue on our MySQL server.

Our Network Operations team has investigated and resolved the outage.

Please find all details below:

Start*: 05-10-2022 08:33
End*: 05-10-2022 09:40
Duration: 1 hour 7 minutes
Impacted services: Mail services / Webmail
Affected Areas**: all areas

 

We apologize for the inconveniences.

Best regards
The edpnet team


Outage : Mail delivery delayed : SOLVED

UPD 30/09/2022 08h53: The mail problem is resolved. Mail traffic is completely back to normal since 29/09/2022 18h00.

UPD 16h10: our supplier has identified the issue and has implemented a patch for mail gateways. The mail traffic is being restored but there are still delays of 2-3 hours.

UPD 12h12: the mail issue is a global problem at our supplier. Mail servers are affected all over the world. Our supplier is trying to fix the issue in the shortest possible time.

Dear customers,

We are currently experiencing problem with our mail servers due to a massive influx of spam.

Mail delivery is currently delayed. No mails should be lost.

Our Network operations team is working now on resolving the issue as soon as possible.

Start*: 29-09-2022 04:00
End*: 29-09-2022 18:00
Duration: 14 hours
Impacted services: mail services
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


Info: Phishing mails “je mailbox is opgeschort”

Dear customers,

We would like to inform you about a new phishing wave that is aimed at edpnet customers.

The email with the subject “je mailbox is opgeschort” pretends to come from edpnet administrator and contains a phishing link.

Please do not reply to those emails and do not click on the link. For more information, please, consider reading through our support article on this subject

https://www.edpnet.be/en/support/troubleshooting/internet/learn-about-security/phishing.html

If you have any questions left, please do not hesitate to contact us.

Best regards
The edpnet team


Outage notification: problems with internet services : SOLVED

UPD: 10h45 : The outage has been resolved since 09h50.

Dear customers,

We are currently experiencing an outage with internet services. Customers may notice different issues : unstable connection, some websites unreachable , problems with telephony and mail services. Our Network Operations team is investigating the outage.

Further details will be released as soon as possible.

We apologize for the inconveniences.

Best regards
The edpnet team