Major Incident #65409 BT Loss of Broadband and Telephony Services resolved, 04/18/2019 12:41PM UTC 3rd Party Network Services


Notification history

04/18/2019 12:41PM UTC
Our engineers have now solved the Incident #65409.

BT have now restored services in the majority of effected areas.

All our customers have now had services fully restored and are no longer having any issues.

If your are still experiencing this issue, we recommend dropping us an e-mail to
service.desk@autocab.com quoting this reference number.

We apologise for any inconvenience this issue may have caused you.

Kind Regards,

Major Incident Management
04/17/2019 01:28PM UTC
BT are continuing to investigate this Incident #65409.

BT have advised:

'We're currently investigating a potential no web issue which may result in BT Business customers being unable to load web pages'

This issue with BT isn’t a complete BT outage but an issue with broadband / Lease lines. Although the connection appears to be live there is data packet loss and failure to resolve DNS.

This issue is resulting in what seems to be phantom not working but this is not the case. When a call hits phantom it needs to communicate to ghost to retrieve the numbers and details for the IVR to work.

Autocab Engineers have investigated further and this issue with the lease lines is causing this connection to fail and a delay in the calls. Switching IVR and ABOP off alleviates this issue temporarily. 

If your are also experiencing this issue, we recommend dropping us an e-mail to service.desk@autocab.com quoting this reference number so we can apply the temporary fix.

Please check our service status page for any updates or change in status.

We apologise for any inconvenience and we are continuing to work with BT on the problem as a priority.

Kind Regards,

Major Incident Management
04/17/2019 10:27AM UTC
We have identified a Major Incident, BT have advised that they are experiencing loss of broadband and telephony services across a number of locations.

For further information please see link below:

https://my.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

If your are also experiencing this issue, we recommend dropping us an e-mail to service.desk@autocab.com quoting this reference number and checking back on our service status page for any updates or change in status.

We apologise for any inconvenience and we are continuing to work on the problem as a priority.

Kind Regards

Major Incident Management