This page contains information about outages and planned maintenance to Cerberus systems.

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Fri, 12/04/2020 - 16:28

Maintenance Work on Broadband Infrastructure - 04:00 AM - 05:00 AM on 06/12/2020

Posted 04-12-2020 16:21:49

We will be performing maintenance of our one broadband router for performance enhancement at the following time which will unfortunately impact our Broadband ADSL users only.

The Planned work window is from 04:00 AM until 05:00 AM on 06/12/2020

This may result in between 1 and 3 disconnections of the broadband services. These disconnection's will cause users' routers to re-establish their PPP sessions immediately to other equipment. We do not anticipate any such disconnection lasting more than 5 minutes.

Apologies for the inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or email at support@cerberusnetworks.co.uk.

 

Wed, 11/18/2020 - 15:54

Network Maintenance - IPv6

Update 18-11-2020 15:52:25

We will be carrying out maintenance work on the network in order to resolve IPv6 latency issues that some clients are experiencing. The work will be conducted at the following date and time:

 

Thursday 19/11/2020 05:00AM to 05:30AM

During this time, any customers using IPv6 may see two or three brief drops in their IPv6 internet traffic.

We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Fri, 11/06/2020 - 12:56

Intermittent Latency Issue

Update 06-11-2020 12:53:57

The planned maintenance planned for

Saturday 07/11/2020 04:00 AM to 05:00 AM

has been postponed by one week and will now take place:

Saturday 14/11/2020 04:00 AM to 05:00 AM

During this time, for short periods, some connections may experience minor sporadic packet loss. We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Update 04-11-2020 15:36:30

We have now carried out the maintenance to apply a permanent fix for the latency issues experienced by some broadband customers. The network is currently operating normally. We are closely monitoring network performance and will continue to do so for the next 48 hours.

To optimise the network further, we will be carrying out planned maintenance on

Saturday 07/11/2020 04:00 AM to 05:00 AM

During this time, for short periods, some connections may experience minor sporadic packet loss. We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Update 04-11-2020 10:54:50

After further troubleshooting, we have made progress diagnosing the source of the intermittent latency issue and have implemented an interim solution. We will continue to monitor network performance closely to confirm that this has been effective.

We will be performing further non-service-affecting maintenance later today that should provide a permanent fix.

If you do experience further issues, please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk.

Update 04-11-2020 09:01:13

The maintenance planned this morning was successfully carried out.

However, after further observation, there is still evidence of some sporadic latency on the network affecting some users. We therefore continue to work on isolating and fixing the outstanding issues.

We apologise for any inconvenience caused by this disruption to normal service. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Update 03-11-2020 17:59:36

We will be carrying out maintenance on the network to resolve the latency issues that some clients using broadband services are experiencing. The work will be conducted at the following date and time:

Wednesday 04/11/2020 04:00AM 05:00AM

During this time, customers connections may reset between 1 and 3 times, causing downtime of up to a minute.

We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Posted 03-11-2020 12:59:52

We are aware that some of our customers are still experiencing intermittent latency on their connections. We have narrowed down the issue and our team are working on resolving this as an urgent priority.

We are also taking interim steps to mitigate the impact of the wider issue.

We apologise for the inconvenience. Further updates will follow as they become available.

If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Wed, 11/04/2020 - 15:43

Intermittent Latency Issue

Update 04-11-2020 15:36:30

We have now carried out the maintenance to apply a permanent fix for the latency issues experienced by some broadband customers. The network is currently operating normally. We are closely monitoring network performance and will continue to do so for the next 48 hours.

To optimise the network further, we will be carrying out planned maintenance on

Saturday 07/11/2020 04:00 AM to 05:00 AM

During this time, for short periods, some connections may experience minor sporadic packet loss. We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Update 04-11-2020 10:54:50

After further troubleshooting, we have made progress diagnosing the source of the intermittent latency issue and have implemented an interim solution. We will continue to monitor network performance closely to confirm that this has been effective.

We will be performing further non-service-affecting maintenance later today that should provide a permanent fix.

If you do experience further issues, please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk.

Update 04-11-2020 09:01:13

The maintenance planned this morning was successfully carried out.

However, after further observation, there is still evidence of some sporadic latency on the network affecting some users. We therefore continue to work on isolating and fixing the outstanding issues.

We apologise for any inconvenience caused by this disruption to normal service. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Update 03-11-2020 17:59:36

We will be carrying out maintenance on the network to resolve the latency issues that some clients using broadband services are experiencing. The work will be conducted at the following date and time:

Wednesday 04/11/2020 04:00AM 05:00AM

During this time, customers connections may reset between 1 and 3 times, causing downtime of up to a minute.

We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Posted 03-11-2020 12:59:52

We are aware that some of our customers are still experiencing intermittent latency on their connections. We have narrowed down the issue and our team are working on resolving this as an urgent priority.

We are also taking interim steps to mitigate the impact of the wider issue.

We apologise for the inconvenience. Further updates will follow as they become available.

If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Wed, 11/04/2020 - 11:28

Intermittent Latency Issue

Update 04-11-2020 10:54:50

After further troubleshooting, we have made progress diagnosing the source of the intermittent latency issue and have implemented an interim solution. We will continue to monitor network performance closely to confirm that this has been effective.

We will be performing further non-service-affecting maintenance later today that should provide a permanent fix.

If you do experience further issues, please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk.

Update 04-11-2020 09:01:13

The maintenance planned this morning was successfully carried out.

However, after further observation, there is still evidence of some sporadic latency on the network affecting some users. We therefore continue to work on isolating and fixing the outstanding issues.

We apologise for any inconvenience caused by this disruption to normal service. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Update 03-11-2020 17:59:36

We will be carrying out maintenance on the network to resolve the latency issues that some clients using broadband services are experiencing. The work will be conducted at the following date and time:

Wednesday 04/11/2020 04:00AM 05:00AM

During this time, customers connections may reset between 1 and 3 times, causing downtime of up to a minute.

We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Posted 03-11-2020 12:59:52

We are aware that some of our customers are still experiencing intermittent latency on their connections. We have narrowed down the issue and our team are working on resolving this as an urgent priority.

We are also taking interim steps to mitigate the impact of the wider issue.

We apologise for the inconvenience. Further updates will follow as they become available.

If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Wed, 11/04/2020 - 09:03

Intermittent Latency Issue

Update 04-11-2020 09:01:13

The maintenance planned this morning was successfully carried out.

However, after further observation, there is still evidence of some sporadic latency on the network affecting some users. We therefore continue to work on isolating and fixing the outstanding issues.

We apologise for any inconvenience caused by this disruption to normal service. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Update 03-11-2020 17:59:36

We will be carrying out maintenance on the network to resolve the latency issues that some clients using broadband services are experiencing. The work will be conducted at the following date and time:

Wednesday 04/11/2020 04:00AM 05:00AM

During this time, customers connections may reset between 1 and 3 times, causing downtime of up to a minute.

We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Posted 03-11-2020 12:59:52

We are aware that some of our customers are still experiencing intermittent latency on their connections. We have narrowed down the issue and our team are working on resolving this as an urgent priority.

We are also taking interim steps to mitigate the impact of the wider issue.

We apologise for the inconvenience. Further updates will follow as they become available.

If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Tue, 11/03/2020 - 18:03

Intermittent Latency Issue

Update 03-11-2020 17:59:36

We will be carrying out maintenance on the network to resolve the latency issues that some clients using broadband services are experiencing. The work will be conducted at the following date and time:

Wednesday 04/11/2020 04:00AM 05:00AM

During this time, customers connections may reset between 1 and 3 times, causing downtime of up to a minute.

We apologise for any inconvenience. Please call our 24x7 Support Team on 0345 257 1335 or email us at support@cerberusnetworks.co.uk if you require technical support.

Posted 03-11-2020 12:59:52

We are aware that some of our customers are still experiencing intermittent latency on their connections. We have narrowed down the issue and our team are working on resolving this as an urgent priority.

We are also taking interim steps to mitigate the impact of the wider issue.

We apologise for the inconvenience. Further updates will follow as they become available.

If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Tue, 11/03/2020 - 13:03

Intermittent Latency Issue

Posted 03-11-2020 12:59:52

We are aware that some of our customers are still experiencing intermittent latency on their connections. We have narrowed down the issue and our team are working on resolving this as an urgent priority.

We are also taking interim steps to mitigate the impact of the wider issue.

We apologise for the inconvenience. Further updates will follow as they become available.

If you have any queries, please contact the Support Team on 0345 257 1335 or at support@cerberusnetworks.co.uk.

Sun, 11/01/2020 - 07:49

Emergency Maintenance Work on Network Services - 08:58:36 - 20:00:00 on 31/10/2020

Update 01-11-2020 07:46:57

This is to update you that issue is fixed yesterday and service is stable since 18 hours. This issue is resolved and we are closing the incident.

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or email at support@cerberusnetworks.co.uk.

Update 31-10-2020 12:45:40

We have identified problematic module and reboot it. The services are stable now. Latency issue is fixed and normal since 3 hours. we are monitoring network infrastructure closely for next 24 hours

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or email at support@cerberusnetworks.co.uk.

Posted 31-10-2020 08:58:36

We observed 2-3 times latency issue in network infrastructure for a minute or less duration since yesterday. We narrow down the issue and identify specific problematic module on core device. We are working on it to fix the issue and due to the part of troubleshooting, it may cause latency issue on some of connections intermittent

Apologies for the inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or email at support@cerberusnetworks.co.uk.

Sat, 10/31/2020 - 12:48

Emergency Maintenance Work on Network Services - 08:58:36 - 20:00:00 on 31/10/2020

Update 31-10-2020 12:45:40

We have identified problematic module and reboot it. The services are stable now. Latency issue is fixed and normal since 3 hours. we are monitoring network infrastructure closely for next 24 hours

We apologise for any inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or email at support@cerberusnetworks.co.uk.

Posted 31-10-2020 08:58:36

We observed 2-3 times latency issue in network infrastructure for a minute or less duration since yesterday. We narrow down the issue and identify specific problematic module on core device. We are working on it to fix the issue and due to the part of troubleshooting, it may cause latency issue on some of connections intermittent

Apologies for the inconvenience caused. If you have any queries, please contact the Support Team on 0345 257 1335 or email at support@cerberusnetworks.co.uk.