Problem with Portal, Email and Homepages - UPDATE
At 13:10 today we experienced a brief power outage in our Sheffield based Headquarters, one of four locations that contain core elements of our network. The same outage hit a number of businesses who share the same business park as us.
Although the power outage lasted for only a few seconds, resulting issues have affected elements of our network for over two hours now, with access to our own portal website and customer email collection being severely impacted.
Our customer support and Network operations centres, which are located in a different building were unaffected by the outage, although the amount of customer details available to our support team has been limited during this time. Because of the resilient design of our network, customer's Internet connections and other services have not been impacted by this outage and continue to work normally.
Our network engineers have had to perform a managed re-start of the affected network, which in total could take over 4 hours to complete. Service however is being restored quickly as this continues and we envisage customer impacting problems will be resolved much sooner than that.
As soon as this issue is fully resolved, we will be conducting a full investigation centered around why our uninterruptible Power Supply system did not maintain power to the entirety of our network following the power outage. We will also provide some more details about why our imminent building move means our mail and portal platforms do not currently have the full resiliency within their design, which under normal circumstances would result in no customer affecting impact as a result of a problem like we have experienced today.
Kind Regards,
James Bailey
PlusNet Communications Team Leader
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