This page is used to inform Network EQ customers of service status information. It is hosted on a different network off-site to our main web site to ensure it is always available. You may like to bookmark this page for future reference.

Our main website can be found at www.networkeq.co.uk.

If you need technical assistance please email support@networkeq.co.uk or call us on +44 (0)333 3441270.

27/01/2012 - 21:00 - 28/01/2012 - 07:00: Scheduled maintenance: Data Centre Migration
Scheduled Maintainance, Severity 1 (Critical), Status Update

In conjunction with engineers from Gyron, we will be migrating all hardware at our primary site, Telstra’s London Hosting Centre, to Gyron’s own Centro Data Centre in Hemel Hempstead. All customer services will be affected during this window.

Sending email servers should queue your inbound email for delivery until the migration is complete. No email should be lost.

No IP addresses, hardware, software or DNS names will change during the migration - this is a physical relocation only - so you don’t need to update any configurations.

We are committed to minimising the impact on your business and are aiming to complete the migration as quickly as is safely possible. We will post updates on this post during the migration to keep customers informed of progress.

We apologise for any inconvenience caused by this essential maintenance.

Update 27/01/2012 21:45: Customer machines are now being shut down in advance of the physical migration.
Update 27/01/2012 22:00: All customer machines are now shut down and the physical migration will begin shortly.
Update 28/01/2012 00:45: The physical migration is now complete and the equipment is being re-racked at the new data centre.
Update 28/01/2012 01:55: The equipment is now connected and powered on at the new data centre and we are performing checks before powering on customer virtual machines.
Update 28/01/2012 03:15: Customer machines are now being powered on and we will be completing final checks shortly.
Update 28/01/2012 03:30: All customer machines are now back online, if you are experiencing any issues please raise a support ticket by emailing support@networkeq.co.uk or call us on 0333 3441270.

16/10/2011 - 22:00 - 22:30: Scheduled Maintenance: VPN appliance software update
Scheduled Maintainance, Severity 3 (Medium), Status Update

We will be performing scheduled maintenance during this window to upgrade the software on our VPN remote access appliance. Only SSL VPN remote access and secure file transfer services will be affected, and not production web or email traffic.

We apologise for any inconcenience this may cause.

Update: This maintenance has been rescheduled.

Update 16/10/2011 22:41: This maintanence is still ongoing and we expect it to be completed shortly.

Update 16/10/2011 22:41: This maintanence is now complete. We apologise for the longer than exepcted disruption, which was caused due to an Internet failure outside of our network that disrupted the maintenance.

08/05/2011 - 00:00 - 00:15: Scheduled maintenance: Backup agent installation
Scheduled Maintainance

We will be restarting our shared and reseller hosting server, cpanel02.lhc.uk.networkeq.net, to install new backup software. This will result in around 2-3 minutes of downtime.

We apologise for any inconvenience caused by this essential maintenance.

Customers who have our backup service on VPSs and dedicated servers will also require this maintanence in the next month but will be contacted separately.

27/03/2011 - 16:59: XenServer issue
Severity 1 (Critical), Status Update, Unscheduled Downtime

We have an issue with one of our XenServer hosts which is affecting some customer machines. We are working on the issue and customer virtual machines should be back online shortly.

We apologise for any inconvenience caused.

Update 17:15
All customer virtual machines are now booting and we are looking into the cause of the issue.

Update 23:15
We have studied the logs relating to the host crash and we believe it is the same problem as we have seen on one of our other hosts, which hasn't exhibited itself on this host before. We have now applied the workaround for the problem to all hosts in the pool to avoid the problem recurring.

16/03/2011 - 11:00 - 11:21: Hosted Exchange Issue
Resolved, Severity 1 (Critical), Unscheduled Downtime

We are aware of an issue presently affecting connectivity to our Hosted Exchange services. We are looking into the issue and will post further updates shortly.

Update 11:21: Exchange services are now back online and we are looking into the cause of the issue.

05/03/2011 - 17:23: RESOLVED: Support tickets when emailing support@networkeq.co.uk
Severity 3 (Medium), Status Update

Due to the hardware issue we experienced with our IronPort, currently support tickets are not automatically generated when you email support@networkeq.co.uk. We will be manually making tickets for those customers emailing support@networkeq.co.uk in the meantime or you can raise a ticket on our website at https://secure.networkeq.co.uk/clients/submitticket.php?step=2&deptid=5

Update 22:00 08/03/2011
The IronPort appliance has now been replaced and this issue is now resolved.

05/03/2011 - 17:11: RESOLVED: Anti-spam issue
Resolved, Severity 1 (Critical), Unscheduled Downtime

Cisco have confirmed there is a hardware fault with our Cisco IronPort anti-spam appliance and they will be replacing this on Tuesday.

In the meantime we have set up a temporary spam filtering appliance using a virtual server. This will still filter spam but may not be as effective and there will be no quarantines (you will receive suspected spam emails with [*** SPAM ***] prepended to the subject).

Emails should now be being delivered correctly and any emails sent during the time the service was unavailable should be delivered eventually when the sending server retries.

Please accept our apologies for any inconvenience caused, we will update the status page when the new IronPort appliance is up and running.

Update 22:00 08/03/2011
The IronPort appliance has now been replaced and is back in service, and the temporary anti-spam gateway has been decommissioned.

04/03/2011 - 12:30: Anti-spam issue
Severity 1 (Critical), Unscheduled Downtime

We are currently experiencing an issue with out Cisco Ironport Anti-Spam appliance and as a result no email is being delivered that routes through mx01.lhc.uk.networkeq.net. No email will be lost, but some messages may get returned to sender with an undeliverable error.

We have raised a case with Cisco and are working towards returning to normal service as soon as possible.

We apologise for any inconveniece this may cause.

09/02/2011 - 22:44: RESOLVED: Network issue
Resolved, Severity 1 (Critical), Unscheduled Downtime

We have re-installed the Junos software on one of our firewalls and this is now back online. This took longer than expected due to the fact the partition table on the device was corrupted.

We have applied a backup configuration to the firewall so most customer services are now working but there are a handful of customers whose services will still be unavailable. We are working as quickly as possible to restore service to these customers.

Thank you for your patience, we don't regard this downtime as acceptable and will be investigating this issue in full and putting measures in place to ensure this situation cannot reoccur and to mitigate the amount of downtime caused by any future firewall issues.

This downtime is completely unrelated to our recent virtualisation platform migration.

Update 00:34: All remaining customer services should all now be back online. Our engineers have had to recreate a small proportion of the configuration manually so if there are any services or firewall rules that are not working please let us know and we will investigate further. Thank you once again for your patience.

09/02/2011 - 16:42: Network issue
Severity 1 (Critical), Status Update, Unscheduled Downtime

We are currently experiencing an unexpected issue with one of our firewalls in Docklands, this has caused a loss of connectivity to all customer services. We are currently working on bringing the firewall back online and we will then investigate the root cause.

Please accept our apologies for any inconvenience.

Update 17:10: We have turned off the firewall in the cluster that we believe to be faulty and are currently working on bringing the other firewall back online. This issue is being dealt with at the highest priority, thank you for your patience.

Update 17:45: The engineer in the data centre is working with us to resolve the issue and we will involve the vendor if necessary.

Update 17:52: Unfortunately the firewall configuration is not loading correctly so we are restoring the firewall to factory settings and will then reapply the configuration. Whilst we believe this will resolve the issue it will take a further 30 minutes to get the firewall restored. Please accept our apologies for the extended downtime.

Network EQ takes incidents such as these very seriously and once we have idenfied the root cause we will be putting measures in place to ensure this kind of incident cannot reoccur.

Update 19:06: The software image has now been transferred to the engineer at the data centre (although this took a little longer than anticipated) and they are currently transferring this to a laptop to reinstall the firewall.

Update 19:24: The software image is being reinstalled and we hope to have a further update before 20:00. Thank you for your patience.

Update 21:27: Our engineers are still trying to bring the firewalls back online as quickly as possible.