Info: Report on the outage of 13/05/2020

Dear customers,

Since we strive to maintain an open communication with our customers, we owe you a short report about our outage of last week.

On Tuesday 12/05/2020 at the end of the day we saw an issue with a card in our POP in Germany on our European fiber ring. Luckily all traffic is rerouted via the other side of the ring. One of our network engineers leaves the next day, Wednesday 13/05/2020, in the early morning to Germany to replace the defective card.

Between Tuesday night and Wednesday morning, 13/05/2020 Eurofiber had a planned fiber maintenance in Antwerp. To be clear, our fibers were not involved in this maintenance.  But at 5h30 an Eurofiber engineer accidentally jams one of our fiber cables between a cabinet door.  This caused a second cut/outage on our fiber ring.  This double cut/outage resulted in a disconnection from our Belgian network and our locations in Amsterdam and Germany. As a big part of our traffic is transmitted to Amsterdam and Frankfurt, we didn’t have enough capacity anymore in Belgium to handle peak traffic.

At 9h06, the Eurofiber engineers located the issue with our jammed fiber and solved it. At that moment we were back online but issues occurred when we started to rebuild our (fiber) wavelengths towards Amsterdam and Germany. As traffic was growing, our internal links inside the Belgian network were oversaturated.  This caused time-outs to websites for many of our DSL customers.

Our network engineer arrived at 12h20 in our German site.  The card was replaced within half an hour.  At 13h01 we were able to get the wavelengths up and running as it should and our European ring was again fully redundant.  Almost 1 hour later, at 14h15 our BGP communications with the outside world went back to normal after being disturbed due to the high amounts of attempts to get the fiber wavelengths back up.

What will we do to prevent this in the future?

We will install a backup for our out of band management interface which manages our equipment for traffic transportation, so even when there are 2 cuts on the ring, we can reach them from outside our own networks. This would result in a shorter repair time and better overview in case of issues like this.

Once again, we apologize for any inconveniences caused.


Outage: DSL services (regions: Namur/Charleroi/Liège/Mons) #SOLVED

Dear customers,

We are currently experiencing an outage with our DSL services in the southern provinces.  Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start*: 2020-03-31 06:29*
End*: 2020-03-31 11:15*
Duration: 4:45h
Impacted services: All DSL services
Affected Areas**: 41GRE: Liège, Namur, province of Luxembourg
71GIL: Charleroi, Mons, Tournai, Namur

EDIT 10:30*: The cause is found. During a migration to proactively improve our capacity due to the increasing bandwidth usage, an issue with our supplier’s hardware occurred causing them to block traffic. We are currently working with the supplier to rectify this problem as soon as possible, this happens region per region.

EDIT 11:15*: All regions have been brought back online. The issues should be resolved. It is possible you will need to restart your modem to come back online.

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 18/02/2020 – impacted services: all internet services : CLOSED

Dear customers,

Edpnet has planned a maintenance in order to increase the network capacity.

This maintenance will cause a short interruption (up to 30 minutes) of your internet connection. If you experience a longer downtime, please reboot your modem/router.

Please find all details below:

Start*: 2020-02-18 05:00
End*: 2020-02-18 06:00
Duration: expected impact: up to 30 minutes of service interruption
Impacted services: All internet services
Affected Areas**: 71GIL: Walloon Brabant, Hainaut
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


Outage notification: DDoS attack on Saturday

Dear customers,

On Saturday afternoon we experienced an issue with internet services due to a large-scale DDoS attack. After investigating, it has become clear that various services, users and providers in Belgium were the target of this attack. We are working to provide better mitigation for this type of attack in the future.

We apologize for the inconveniences.

Best regards
The edpnet team


Maintenance planned on 03/12/2018 – impacted services: internet connectivity and telephony : Closed

Dear customers,

Edpnet in cooperation with Proximus has planned a maintenance in order to replace fiber hardware.

This maintenance may affect your services.

Please find all details below:

Start: 2017-12-03 00:00*
End: 2017-12-03 06:00*
Duration: 30 minutes
Impacted services: internet connectivity and telephony
Affected Areas: Kraainem, Wezembeek-Oppem, Sterrebeek, Zaventem

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 14/11/2018 – impacted services: internet connection : Closed

Dear customers,

Edpnet has planned a maintenance in order to migrate certain clients to a new DSL concentrator.

In order to do so, we will cause a short interruption of your connection. If you experience a longer downtime, reboot your modem/router, and if needed contact our support services.

Please find all details below:

Start: 2018-11-14 04:00*
End: 2018-11-14 06:00*
Duration: 2hours > Potential impact: +-15 minutes
Impacted services: internet connectivity
Affected Areas: all PPP customers on zones: 010, 060, 064, 065, 067, 068, 069, 071

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 21/11/2018 – impacted services: internet connectivity and telephony : Closed

Dear customers,

Edpnet in cooperation with Proximus has planned a maintenance in order to replace fiber hardware.

Service impact starts at 01:00 in the morning. Services will be gradually restored. We expect the impact to last between 30 minutes and 2 hours 30 minutes.

This intervention requires no action from you, however, if your service is unexpectedly not restored by 06:00, you can try a restart of your local device (CPE router, modem, etc.).

Please find all details below:

Start: 2018-11-21 01:00*
End: 2018-11-21 06:00*
Duration: 5 hours : potential impact: 02h30
Impacted services: internet connectivity and telephony
Affected Areas: Brussels districts of Evere, Schaerbeek, Woluwe-Saint-Lambert: 02

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 06/11/2018 – impacted services: internet connection: Closed

Dear customers,

Edpnet has planned a maintenance in order to migrate certain clients to a new DSL concentrator.

In order to do so, we will cause a short interruption of your connection. If you experience a longer downtime, reboot your modem/router, and if needed contact our support services.

Please find all details below:

Start: 2018-11-06 04:00*
End: 2018-11-06 06:00*
Duration: 2hours > Potential impact: +-15 minutes
Impacted services: internet connectivity
Affected Areas: all PPP customers on zones:
019, 04, 061, 062, 063, 080, 081, 082, 083, 084, 085, 087

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 31/10/2018 – impacted services: Internet connection: Closed

Dear customers,

Edpnet has planned a maintenance in order to migrate certain clients to a new DSL concentrator.

In order to do so, we will cause a short interruption of your connection. If you experience a longer downtime, reboot your modem/router, and if needed contact our support services.

Please find all details below:

Start: 2018-10-31 03:00*
End: 2018-10-31 05:00*
Duration: 2hours > Potential impact: 10 minutes
Impacted services: internet connectivity
Affected Areas: all PPP customers

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time


Maintenance planned on 14/11/2018 – impacted services: internet connectivity and telephony : Closed

Dear customers,

Edpnet in cooperation with Proximus has planned a maintenance in order to replace fiber hardware.

Service impact starts at 01:00 in the morning. Services will be gradually restored. We expect the impact to last between 30 minutes and 2 hours 30 minutes.

This intervention requires no action from you, however, if your service is unexpectedly not restored by 06:00, you can try a restart of your local device (CPE router, modem, etc.).

Please find all details below:

Start: 2018-11-14 01:00*
End: 2018-11-14 06:00*
Duration:  5 hours : potential impact: 02h30
Impacted services: internet connectivity and telephony
Affected Areas: Boom, Rumst, Schelle, Niel, Willebroek, Reet, Terhagen, Aartselaar: 03, 015

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time