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UPDATE3 ISP Zen Internet and TalkTalk Suffer Website Outages.. Again

Thursday, October 22nd, 2015 (8:47 am) - Score 1,794

Customers and visitors to the websites of both Zen Internet and TalkTalk are being greeted by messages of unavailability after unspecified problems hit their web platforms, which can also hamper access important services (e.g. webmail, online account management). Well it wouldn’t be the first time.

At the time of writing the most serious incident appears to be occurring on TalkTalk’s portal, which was also out of action for most of yesterday and that has sadly continued today. A short message simply informs visitors that the ISP is “currently facing technical issues” and their “engineers are working hard to fix it.”

The situation appears to almost mirror a similar outage that occurred in August (here) and, as with that incident, there has been no explanation for what is causing the problem, but then ISPs rarely communicate such things. On the bright side the last outage affected a variety of TalkTalk’s services, but this one just appears to be hurting their webmail and general portal.

It’s worth pointing out that TalkTalk took the website down of their own choice, perhaps to avoid further problems or damage being caused by whatever has transpired. Meanwhile it is still possible to access webmail from other devices and services (details here).

Elsewhere Zen Internet, which also suffered a lengthy website outage of its own in September (here), has now been hit by yet another spate of web downtime (here). Like TalkTalk the details are very sketchy, although we know that the problem started in the early hours of this morning.

Intermittent access to Zen Web sites (6am)

Due to an ongoing issue, we are currently experiencing intermittent outages on Zen public facing web sites. Our engineers are investigating and further updates will be posted here when available. Zen regret any inconvenience this may cause.

At the time of writing the fault on Zen’s network does not appear to be as significant as the one they suffered last month. Never the less it’s highly unusual for too prominent ISPs to be suffering from serious problems with their web servers on the same day. You’d almost think these events were somehow linked, but it’s probably just a bad coincidence.

UPDATE 12:46pm

Zen Internet has now restored their website.

UPDATE 5:42pm

A spokesperson for Zen Internet has given us the following statement: “We apologise to customers who experienced issues accessing our public facing websites today. This was caused by a hardware failure, which disrupted the failover process of one of a resilient pair of firewalls. We apologise once again for any inconvenience caused.”

Meanwhile part of TalkTalk’s website has come back online, but their product pages remain unavailable.

UPDATE 23rd October 2015

Sadly TalkTalk confirms that their website problems are the result of another major hack attack (here).

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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
Leave a Comment
9 Responses
  1. Tom says:

    AAISP had problems today too.

  2. Kevin says:

    The Zen web-site is back down again…

  3. John says:

    And nearly 30 hours (and counting) and the talktalk website still not working. Not good when you have to pay bills (phoning not a option)

  4. bubblegun says:

    talktalk website “hack” is breaking news on BBC News channel now.
    Apparently they are contacting all 4 million customers. Which doesn’t sound good.

  5. bubblegun says:

    There’s a statement here:

    1. sentup.custard says:

      “Oops! This page is no longer available”
      Seems they’ve changed “help” to “help2” – it’s currently at…

  6. FibreFred says:

    Great customer service Dido. Maybe before tarring others they should tidy their own backyard first 🙁

  7. Weatherlawyer says:

    I take it that public facing means Zen is only suffering an hardware fault as opposed losing customer’s documents?

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