Summary: You can look at the progress of a priority problem in more detail here.
Problem description Added on: 29/05/2009 @ 09:49
We have just started receiving a high number of calls over a short period of time from customers having DNS or data transfer issues all seem to be connected to the pcl-ag04 gateway.
If you were logged in to the portal, you could associate your username with this problem.
Comment updated on: 29/05/2009 @ 10:27
We have replicated this problem in our testing environment. Passing to a network engineer for further analysis.
Comment updated on: 29/05/2009 @ 16:37
Debug info has been collected ans sent to vendor for analysis.
Comment updated on: 29/05/2009 @ 16:38
Vendor has suggested we swap the SRP again as this has restored service on both of the recent occasions when similar problems have occurred.
Comment updated on: 29/05/2009 @ 16:39
We have asked Wholesale to remove all entries for pcl-ag04 so that customers are no longer connecting to it.
Comment updated on: 29/05/2009 @ 16:41
Customers are still connecting to the problematic gateway suggesting that Wholesale are yet to fulfil our request to remove all entries.
Comment updated on: 01/06/2009 @ 10:17
We are waiting for further information from our hardware vendor. BT have now made some changes to their servers to prevent customers from connectiong to the problematic gateway.
Comment updated on: 01/06/2009 @ 16:58
We are continuing to work alongside our vendor to establish the root casuse of the problems. No new sessions are being established on pcl-ag04 as BT have now removed all entries from their RADIUS servers.
Comment updated on: 03/06/2009 @ 12:11
Our vendor are continuing to investigate the problem based on the debugging information we've provided them with.
Comment updated on: 03/06/2009 @ 15:03
A decision has been made to downgrade the software on pcl-ag04. This work has been scheduled for early tomorrow morning and a planned maintenance announcement will follow shortly.