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

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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.

Sat, 10/31/2020 - 09:11

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

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.

Thu, 10/29/2020 - 08:54

Maintenance Work on MyCloud Computing Internet Gateways - 02:00 AM - 07:00 AM on 31/10/2020

Update 31-10-2020 06:00 AM

The maintenance was carried out successfully and all the VMs & VPN sessions are running fine.

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

 

We will be performing routine maintenance work on our MyCloud Computing Internet gateways Infrastructure at the following time:

Saturday 31-10-2020 02:00 AM to 07:00 AM

This may result in between 1 or 2 disconnections of hosted VMs and VPN utilising MyCloud Computing gateway services while it fail over to another cluster node. We do not anticipate any such disconnection lasting more than 30 seconds.

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

Thu, 07/23/2020 - 15:41

Disruption to Broadband Services 23/07/2020 at 12:00 PM

Update 23-07-2020 15:36:37

The fire in supplier's Exchange in Newcastle Upon Tyne has been extinguished and the fire brigade have left site. Supplier is restoring services in phased manner to avoid any further disaster. Broadband services is restored now.

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 23-07-2020 13:09:23

We are notified by our supplier that the small number of customers in the areas shown below, may experience a loss of broadband services as supplier possibly identified fire incident on their local exchange(Newcastle). Supplier is working on resolution and shall update you as soon as further update from supplier.

Affected Area:

North East
Yorkshire
Scotland

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

Thu, 07/23/2020 - 13:21

Disruption to Broadband Services 23/07/2020 at 12:00 PM

Posted 23-07-2020 13:09:23

We are notified by our supplier that the small number of customers in the areas shown below, may experience a loss of broadband services as supplier possibly identified fire incident on their local exchange(Newcastle). Supplier is working on resolution and shall update you as soon as further update from supplier.

Affected Area:

North East
Yorkshire
Scotland

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