We'll report any known service issues on this page, including any planned maintenance.
You can contact us via your customer portal, our contact page or via phone on 0333 773 3000.
We are investigating reports of errors when making or trying to make Direct Debit payments via the portal.
This has been resolved by the Direct Debit provider and previous transactions have all been processed.
This issue is ongoing and we are still waiting on our Direct Debit processor to correct the issue.
Please continue to make payment by Card or PayPal in the interim.
We have received a response from our Direct Debit processor.
This issue appears to be due to a change they have made on the type of account we have, which is considered legacy from when it was setup in 2014.
They are currently looking at solutions and we should hopefully be able to put a technical workaround in place to process any outstanding invoices.
Payment can be made manually via Card or PayPal via the portal in the interim.
This issue has been raised with our Direct Debit provider. We are currently getting errors when communicating with their API.
This is affecting one-off payments and normal recurring payments.
In the interim, please make a manual payment via Card or PayPal as there is no work around for Direct Debit until we ascertain the cause.
A case has been raised with the provider and we are awaiting a response.
We've just observed a network blip and we're investigating.
There has been no repeat of this and we are still investigating with Juniper. Planned work may be required in future following any suggestions they provide.
We cannot find any cause for the blip at this time but will continue investigation tomorrow.
Our setup has redundancy in mind (2 x of everything - routers, switches, uplinks) so further review will be needed to understand if this is a wider software issue on our router.
Juniper recently announced a bug with resetting of BGP sessions and the preventative measure has already been applied so this has been raised to their support also.
Our BGP session to transit upstreams appears to have flapped. When this occurs, it has to relearn all routes again which due to the volume (900k in v4 alone), can take several minutes.
Normally this would not be an issue as we have multiple sessions on each of our routers but our data shows all flapped at once.
Further investigation is taking place.
No incidents reported
