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Ticket
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| Ticket Number | 5706908 |
| Time Stamp | 25 Nov, 2003 16:59 |
| Priority | P1 |
| Status | Closed |
| Department | blueyonder Technical Support |
| Estimated Fix Time | 4 hours |
| Customers Affected | All |
| Ticket Raised By | Mark Phypers |
| Detailed Description |
Please be advised we are currently investigating a national issue with our email and PWP platforms. All blueyonder customers will currently be experiencing problems accessing their email, webmail, the selfcare tools on the blueyonder website and their personal web page.
This issue is being investigated as a matter of the highest priority and we hope to resolve shortly.
blueyonder apologise for any inconvenience caused
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Ticket Updates:
| Last Modified | Name | Customers Affected | Estimated Time | Status | Priority |
| 27 Nov, 2003 08:30 | Gary Mannion | All | 4 hours | Closed | P1 |
| Detailed Description |
After further monitoring, we have now seen all services return back to normal. We have now returned DNS lookups for websites www.zonelabs.com as well as lockup.zonelabs.com.
blueyonder apologise for any inconvenience caused.
-blueyonder Technical Support |
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| 26 Nov, 2003 12:20 | Gary Mannion | All | 4 hours | Updated | P1 |
| Detailed Description |
Email, PWP, Selfcare and Web access is now back and usual service has resumed.
Our engineers are continuing to monitor the service.
A further update will posted when one becomes available.
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| 25 Nov, 2003 21:11 | Keith Stowe | All | 4 hours | Updated | P1 |
| Detailed Description |
After investigation we have found this problem is affecting other ISP's and not just blueyonder. We have found a possible issue and as a result we have temporarily ceased DNS lookups to www.zonelabs.com as well as lockup.zonelabs.com. Customers will be unable to access these sites until further notice.
Access to blueyonder service such as Selfcare, Webmail and Email has greatly improved. However, access may still be slow and intermittent. Further investigation will take place throughout tonight.
Please be advised one again that this issue is affecting other ISP's worldwide and not just blueyonder.
- blueyonder Technical Support. |
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| 25 Nov, 2003 19:47 | Keith Stowe | All | 4 hours | Updated | P1 |
| Detailed Description |
| This issue may also affect broadband users trying to access web pages. |
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| 25 Nov, 2003 18:01 | Keith Stowe | All | 4 hours | Updated | P1 |
| Detailed Description |
Our engineers have found this issue to be a network fault and not a platform fault. We will provide you with more updates once they become available.
- blueyonder Technical Support. |
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| 25 Nov, 2003 17:33 | Keith Stowe | All | 4 hours | Updated | P1 |
| Detailed Description |
| This issue is also affecting our Radius servers which will mean dialup customers nationally will be experiencing problems connecting to the Internet. Our engineers are investigating this issue. |
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