Outage: My edpnet and helpdesk, commercial & financial teams unavailable – Solved

Dear customers,

We are currently experiencing an outage with My edpnet and our support staff. This issue does not affect any of our offered subscriptions (Internet, voice, etc).  Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start*: 19-07-2024 07:00*
End*: 19-07-2024 10:10*
Duration: 4 hours approx.
Impacted services: My edpnet & helpdesk, commercial and financial teams unavailable
Affected Areas**: All areas

EDIT 10:10*: We are reopening our queues. My edpnet should be available again.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: “My edpnet” is unavailable – Solved

Dear customers,

We are currently experiencing an outage with our My edpnet service. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.

Update 26/03/2024 at 10:00:

Great news: my edpnet is back up and running! Ready to check your usage, place orders, create support tickets, view invoices, and manage payments? Everything is back online, quick and easy.

Thank you for your patience and welcome back!

Update 12/03/2024 at 9:50:

Dear Customers,

We have found that unauthorised persons have accessed the administrative systems at edpnet due to a cyber attack.

By responding quickly and appropriately, the incident was limited to a few administrative systems and there was no impact on customers’ connectivity services.

Technical issues

We are currently experiencing technical difficulties as a result of this breach, which means that you are currently unable to log into my edpnet. We are working on a solution with the highest priority to restore access and further strengthen security.

What have we done so far?

We immediately took the necessary steps to additionally secure the systems against further exposure, and launched an investigation in collaboration with cyber security experts to help us address the incident.

The operation of services to customers has been safeguarded, so you will not experience any impact in your connectivity.

The incident is currently under control and all affected parties have been informed.

With this, we hope to have informed you sufficiently. As soon as we have more information, we will provide further communication.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Info: Issue with wrong number shown on outbound calls

Dear customers,

We would like to inform you about an issue that occured on our voice switches. Due to a bug, some calls were showing the wrong caller ID. This has been rectified since 14h42. Our apologies for the inconvenience!

Start*: 01-02-2024 12:44
End*: 01-02-2024 14:42
Duration: 1h58m
Impacted services: Some percentage of all outbound calls
Affected Areas**: All areas (Belgium & the Netherlands)

If you have any questions left, please do not hesitate to contact us.

Best regards
The edpnet team


Outage: Multiple outages at AMS-IX Internet Exchange affecting Internet stability: Solved

Dear customers,

We are currently experiencing an outage with our peering via AMS-IX. Our Network Operations team is investigating this outage.  Further updates will be released as soon as possible.

Please find all details below:

Start*: 22-11-2023 19:08*
End*: 22-11-2023 23:04*
Duration: 3 hours 56 minutes
Impacted services: Global internet connectivity
Affected Areas**: All areas

 

More info can be found here:

https://www.ams-ix.net/ams/documentation/total-stats

https://www.ams-ix.net/ams/outage-on-amsterdam-peering-platform

Edit 11:03*: AMS-IX has confirmed the outage started affecting users again since 9:38 today. As before, the outage will only affect you irregularly and will not cause a total loss of connectivity. Some pages may load slow or not at all, some services might be harder to reach. AMS-IX is investigating the issue and we will keep you posted.

Edit 11:28*: AMS-IX reports they have identified and possibly isolated the problem, so recovery is to be expected soon. It is worth mentioning that this issue does not affect our services to our customers directly as we have enough bandwith to provide even with AMS-IX down. But it may affect internet speed and stability as this issue affects a considerable percentage of all traffic handled by our peering provider. We are closely monitoring the situation to make sure it remains stable for us.

Edit 14:56*: AMS-IX is continuing to update and it seems like they have found the problem, and are mitigating the situation as we speak. We see the situation is normalizing, which means your connectivity should be improving. Our additional measures remain in effect until AMS-IX has closed the issue.

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Outage: DNS issue

Dear customers,

We experienced an outage with our Domain Name Servers.  Our Network Operations team investigated and resolved this outage. There should be no further problems.

Please find all details below:

Start*: 30-03-2023 14:30 approx.
End*: 30-03-2023 16:00 approx.
Duration: Up to 1h30
Impacted services: All DNS services (domains hosted via edpnet DNS including our own, customers using our SIP via sip.edpnet.be, etc)
Affected Areas**: All areas

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Issue : A small glitch on the network : SOLVED

Dear customers,

We have experienced a small glitch on our network. The customers may have noticed issues with internet connectivity for a minute or two. The issue is resolved for now.

Please find all details below:

Start*: 24-11-2022 12:25
End*: 24-11-2022 12:31
Duration: 6 minutes
Impacted services: internet services
Affected Areas**: all areas

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Minimal helpdesk and service delivery staff available: partially solved

Dear customers,

We are currently experiencing issues with our subcontractor in Russia, where the major part of our service staff is being located.  We are looking into a solution with the highest priority.  Further updates will be released as soon as possible.

Update 4/11/2022: Telephone queues are open since yesterday from 9-17h, backlog is being processed with success. If possible, create a ticket instead of calling to reduce our waiting times.

Please find all details below:

Start*: 02-11-2022 8:00
End*:
Duration: TBC
Impacted services: Helpdesk and service delivery

 

We apologize for the inconveniences.

Best regards
The edpnet team

*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Maintenance planned on 19/10/2022 – impacted services: Telephony

Dear customers,

We have planned a maintenance (software update) on our voice switches.

We will try to minimize the impact as much as possible, but customers may notice issues with their telephony (calls cut off, numbers unreachable) during the whole maintenance window.

Please find all details below:

Start*: 19-10-2022 23:00
End*: 20-10-2022 01:30
Duration: 2 hours 30 minutes
Impacted services: telephony
Affected Areas**: all areas

 

We apologize for the inconveniences.

Best regards
The edpnet team

* All times are listed in CET, Central European Time
** Check the different areas & zones on our support site


Info: Phishing mails “Gefeliciteerd, de automatische update is voltooid”

Dear customers,

We would like to inform you about a new phishing wave that is aimed at edpnet customers.

The email with the subject “Gefeliciteerd, de automatische update is voltooid” pretends to come from edpnet and contains a phishing link.

Please do not reply to those emails and do not click on the link. For more information, please, consider reading through our support article on this subject.

https://www.edpnet.be/en/support/troubleshooting/internet/learn-about-security/phishing.html

Also keep in mind that edpnet mails should never come from third party domains.

If you have any questions left, please do not hesitate to contact us.

Best regards
The edpnet team


Outage: problem with mail services/ webmail : SOLVED

Dear customers,

We have experienced an outage with our mail services and webmail application due to  a software issue on our MySQL server.

Our Network Operations team has investigated and resolved the outage.

Please find all details below:

Start*: 05-10-2022 08:33
End*: 05-10-2022 09:40
Duration: 1 hour 7 minutes
Impacted services: Mail services / Webmail
Affected Areas**: all areas

 

We apologize for the inconveniences.

Best regards
The edpnet team