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UPDATE Broadband ISPs Hit by Slow Speed, Latency and Connectivity Fault

Wednesday, October 11th, 2017 (1:57 pm) - Score 1,858
network connections

A number of UK ISPs (Zen Internet, iDNET, Merula etc.) are this afternoon reporting a “nationwide” disruption to their DSL (ADSL / VDSL2) based broadband connections, which may be causing connectivity problems and bouts of slow service speed or high latency for some customers.

The problem was first spotted at just after 11am today and an increasing number of providers appear to be reporting it. Apparently the cause of this fault has now been identified and a fix is currently being developed, although nobody has been able to offer a clear ETA for the fix.

Take note that this issue appears to be separate from the fibre optic cable break that has been causing problems for Sky Broadband’s subscribers in the North East of England since yesterday.

iDNET Service Status

Our Suppliers have identified an issue causing slow speeds, packet loss and intermittent connectivity to some broadband customers Nationwide.

Investigations are ongoing but an ETA for fix has not yet been advised.

Further updates will be posted as soon as we have more information.

Zen Service Status

We have seen subscriber drops and had reports of packet loss and intermittency for a portion of our DSL subscriber base.
Our engineers have investigated and identified a common link in our suppliers network. This has been raised to the supplier who are investigating.

Further updates will be posted here when available.

Zen regret any inconvenience this may cause.

Merula Service Status

One of our back-haul providers is aware of an ongoing issue affecting a small section of our lines which is causing either packet loss or intermittent connectivity or sometimes both. NOTE: This isn’t affecting all lines but the following STD codes are those seeing issues through this supplier. We expect an update by 14.30. In the meantime, we apologise if your line is one of those affected.

01171 01173 01179 01200 01214 01282 01372 01483 01485 01512 01513 01514 01515 01517 01518 01519 01527 01553 01604 01628 01905 01932 02010 02011 02030 02031 02032 02033 02034 02035 02070 02071 02072 02073 02074 02075 02076 02077 02078 02079 02080 02081 02082 02083 02084 02085 02086 02087 02088 02089 02311 02380

UPDATE 4:20pm

Services are now returning to normal after the fault was fixed, although some users may need to power cycle (reboot) their broadband routers in order to re-connect.

UPDATE 12th October 2017

Zen Internet has kindly offered a little bit more detail on yesterday’s problem. A spokesperson told ISPreview.co.uk, “We noticed packet loss around 11am yesterday – 11th October 2017. We quickly diagnosed that one of our backhaul providers had experienced congestion issues within their network. The cause is believed to be a fault affecting resilience within their core network. The fault was resolved by the backhaul provider within the agreed service level fix time of four hours. We are continuing to work with the provider to understand the root cause of this issue and if there are any learnings and improvements that can be made from it.”

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Mark Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he is also the founder of ISPreview since 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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