Incident Details

Resolved [29/02/2024 17:16]

== Reason for Outage Summary ==

During routine configuration updates, unforeseen repercussions occurred in an unrelated segment of our network, leading to disconnections to approximately 30% of our BT Wholesale based broadband connections. Leased lines were not impacted. Upon identification, the configuration changes were promptly reverted, initiating service restoration. However, due to the inherent nature of PPP connections, some customer devices experienced delays in reconnecting, resulting in a number of lingering stale sessions.

== Response and Mitigation ==

The incident has been attributed to a potential bug and has been escalated to our vendor's Technical Assistance Center (TAC) for thorough investigation. Following the restoration process, the service has stabilised, and we have no expectations of a recurrence.

Update [27/02/2024 13:27]

We are seeing the bulk of affected broadband sessions restored. If you are still impacted please reboot the router as a first step.

The cause of the unexpected drop remains under investigation. We will share more details once understood.

Apologies for the disruption caused.

Investigating [27/02/2024 13:02]

We are aware of a drop impacting BT Wholesale connections. This is under investigation and we will share more details once understood.