Dear customers,
We experienced an outage with certain parts of My Edpnet, customers and partners being unable to view sales, invoices and tickets. Our Development team investigated this outage.
Please find all details below:
| Start*: |
12-06-2024 14:45 |
| End*: |
13-06-2024 08:30 |
| Duration: |
17h45m |
| Impacted services: |
Some parts of My Edpnet |
| Affected Areas**: |
N/A |
Update 12:14*: Some parts were still unavailable for partners & white labels. These were fixed with a new version being deployed.
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
Dear Customer,
On 11 March 2024, we informed you that unauthorised persons accessed our administrative systems due to a cyber attack. By responding quickly and appropriately, the incident was limited to a few administrative systems and did not impact your edpnet connection.
What is the status today?
We have been available by phone, e-mail and web chat since last week. So don’t hesitate to contact our helpdesk if you encounter a technical problem. Our team will be happy to help you. You can also contact us again for administrative questions.
Unfortunately, it is currently not yet possible to log on to my edpnet. We understand that this is annoying. The edpnet team is working on the availability of my edpnet with the highest priority.
Support site with frequently asked questions
We would like to refer you to our support site, where we have an overview of the most frequently asked questions around this incident: www.edpnet.be/cyberattack. This overview is kept up to date and as soon as we have more relevant information for you. Our team, who is trained in this type of situation, is at your service at all times.
What can you do yourself?
Thanks to our quick action, our central database containing all customer data was safeguarded in this attack. Given the increase in cybercrime, we would like to provide you with some general tips and recommendations that you can use in the context of preventing a cyber incident:
- Use unique and strong passwords: Create a unique password for each online service. Use a mix of letters, numbers and special characters to strengthen the password. Consider using a password manager to generate strong passwords and store them securely.
- Be alert to spam and phishing: After a cyber incident, spam and phishing emails may circulate that try to steal your personal information. Be extra careful and do not open emails that seem suspicious or come from unknown senders. Definitely do not click on links or attachments in suspicious emails.
- Use secure connections: Avoid using public Wi-Fi networks to perform sensitive online operations, such as financial transactions or entering personal information.
- Update your software regularly: Make sure your software, including your PC or smartphone operating system and antivirus software, is always up-to-date. Software developers regularly release updates to plug known security holes.
We will keep you further updated as soon as we have more news. We apologise for the inconvenience and thank you for your patience.
Best regards,
The edpnet team
Dear customers,
Our supplier will be carrying out works on its network that may affect your services.
Please find all details below:
| Start*: |
04-12-2023 01:00 |
| End*: |
04-12-2023 06:00 |
| Duration: |
20 minutes |
| Impacted services: |
All internet services |
| Affected Areas**: |
A71: Walloon Brabant, Hainaut |
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
Dear customers,
Our supplier has performed the maintenance last night that might have affected connections in the following regions:
- Brussels
- Antwerp, Limburg, Flemish Brabant
Please find all details below:
| Start*: |
Brussels: 13-11-2023 01:20
Antwerp, Limburg, Flemish Brabant: 13-11-2023 02:45 |
| End*: |
Brussels: 13-11-2023 01:55
Antwerp, Limburg, Flemish Brabant: 13-11-2023 03:15 |
| Duration: |
20 minutes |
| Impacted services: |
All internet services |
| Affected Areas**: |
A2: Brussels
A3: Antwerp, Limburg, Flemish Brabant |
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
Dear customers,
Our supplier has performed the maintenance last night that might have affected connections in the following regions:
- Liège, Namur, province of Luxembourg
- Walloon Brabant, Hainaut
- West and East Flanders
The downtime lasted approximately 20 minutes. All affected connections have been restored and are fully operational by 2am.
Please find all details below:
| Start*: |
23-10-2023 01:00 |
| End*: |
23-10-2023 02:00 |
| Duration: |
20 minutes |
| Impacted services: |
All internet services |
| Affected Areas**: |
A4: Liège, Namur, province of Luxembourg
A71: Walloon Brabant, Hainaut
A9: West and East Flanders |
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
Dear customers,
Edpnet has planned a maintenance in order to improve the performance and quality of our services.
This maintenance may affect your services.
Please find all details below:
| Start*: |
07-03-2023 02:00 |
| End*: |
07-03-2023 06:00 |
| Duration: |
Several disconnections during maintenance window |
| Impacted services: |
All internet services |
| Affected Areas**: |
03BKC: Antwerp, Limburg, Flemish Brabant
91GEN: West and East Flanders |
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
Belgium / Brussels / outage /
Dear customers,
We are currently experiencing an outage with internet connectivity in Brussels region. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.
Please find all details below:
| Start*: |
27-01-2023 09:25 |
| End*: |
27-01-2023 16:11 |
| Duration: |
6h46min |
| Impacted services: |
All internet services |
| Affected Areas**: |
02STR: Brussels |
Update 11:53: We have identified the failure and are currently working with our supplier to resolve it as soon as possible. Our engineer is on the way to the location to replace the faulty card should the problem not be resolved remotely. More updates will follow soon.
Update 13:22: Our engineer has arrived to the location to swap the malfunctioning card. We will update you as soon as the works have been completed.
Update 14:20: The card has been replaced, but the affected sessions are still not able to connect. We are in contact with our supplier and are pushing them to pinpoint the core issue ASAP.
Update 15:55: The investigation is still ongoing. Our supplier just reported that they expect to have the sessions restored within 30 minutes – we are waiting for confirmation.
Update 16:19: The incident is resolved. Most sessions have already recovered, and traffic flow is coming back to normal. We are keeping an eye on the situation. If your modem has not been able to connect yet, a reboot may be needed.
Update 18:00: We noticed that some fiber customers in Etterbeek, Koekelberg and Molenbeek are still not able to connect. We will escalate this towards our supplier.
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
Belgium / Maintenance / Planned /
Dear customers,
Please be informed we’ve planned a maintenance on our core infrastructure. We will be performing an upgrade of several line cards to allow for higher bandwidths.
This maintenance may affect your services.
Please find all details below:
| Start*: |
31-01-2023 02:00* |
| End*: |
31-01-2023 06:00* |
| Duration: |
Up to 4 hours |
| Impacted services: |
All internet services |
| Affected Areas**: |
A2: Brussels, 41GRE: Liège, Namur, province of Luxembourg |
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
Dear customers,
Please be informed we’ve planned a maintenance on our core router in the Sint-Niklaas colocation: SN01.
We will be performing a software upgrade in order to resolve a bug. A reboot of the router will be required.
This will cause a disruption of network connectivity for all clients and services located in the SN colocation.
Please find all details below:
| Start*: |
15-09-2022 04:00 |
| End*: |
15-09-2022 06:00 |
| Duration: |
several network interruptions during the maintenance window |
| Impacted services: |
all clients and services located in the SN colocation. |
|
|
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
Dear customers,
Proximus has planned a maintenance (software upgrade) which may affect your services.
Please find all details below:
| Start*: |
29-08-2022 00:00 |
| End*: |
29-08-2022 06:00 |
| Duration: |
expected impact: between 3 and 10 minutes |
| Impacted services: |
EFM lines |
| 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