Outage notification: Internet services down – regions: Ath & Châtelet : SOLVED

UPDATE 11h45: The issue is also solved for Ath

UPDATE 11h25: Outage in Châtelet has been solved.

Dear customers,

We are currently experiencing an outage with internet services in regions Ath and Châtelet. Our Network Operations team is investigating the outage.

Further details on the affected areas and an estimated duration will be released as soon as possible.

We apologize for the inconveniences.

Best regards
The edpnet team


Maintenance planned on 01/07/2020 – impacted services: All internet services

Dear customers,

Proximus has planned a maintenance in order to replace network hardware.

This maintenance may affect your services.

Please find all details below:

Start*: 2020-07-01 01:00
End*: 2020-07-01 06:00
Duration: potential impact: up to 2h30min
Impacted services: All internet services
Affected Areas**: Machelen, Zaventem, Kraainem, Woluwe-Saint-Lambert

 

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 17/06/2020 – impacted services: all internet services – region: Londerzeel, Meise

Dear customers,

Proximus has planned a maintenance in order to replace network hardware.

This maintenance may affect your services.

Please find all details below:

Start*: 2020-06-17 01:00
End*: 2020-06-17 06:00
Duration: potential impact: up to 2h30min
Impacted services: All internet services
Affected Areas**: Londerzeel, Meise

 

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: Report on the outage of 13/05/2020

Dear customers,

Since we strive to maintain an open communication with our customers, we owe you a short report about our outage of last week.

On Tuesday 12/05/2020 at the end of the day we saw an issue with a card in our POP in Germany on our European fiber ring. Luckily all traffic is rerouted via the other side of the ring. One of our network engineers leaves the next day, Wednesday 13/05/2020, in the early morning to Germany to replace the defective card.

Between Tuesday night and Wednesday morning, 13/05/2020 Eurofiber had a planned fiber maintenance in Antwerp. To be clear, our fibers were not involved in this maintenance.  But at 5h30 an Eurofiber engineer accidentally jams one of our fiber cables between a cabinet door.  This caused a second cut/outage on our fiber ring.  This double cut/outage resulted in a disconnection from our Belgian network and our locations in Amsterdam and Germany. As a big part of our traffic is transmitted to Amsterdam and Frankfurt, we didn’t have enough capacity anymore in Belgium to handle peak traffic.

At 9h06, the Eurofiber engineers located the issue with our jammed fiber and solved it. At that moment we were back online but issues occurred when we started to rebuild our (fiber) wavelengths towards Amsterdam and Germany. As traffic was growing, our internal links inside the Belgian network were oversaturated.  This caused time-outs to websites for many of our DSL customers.

Our network engineer arrived at 12h20 in our German site.  The card was replaced within half an hour.  At 13h01 we were able to get the wavelengths up and running as it should and our European ring was again fully redundant.  Almost 1 hour later, at 14h15 our BGP communications with the outside world went back to normal after being disturbed due to the high amounts of attempts to get the fiber wavelengths back up.

What will we do to prevent this in the future?

We will install a backup for our out of band management interface which manages our equipment for traffic transportation, so even when there are 2 cuts on the ring, we can reach them from outside our own networks. This would result in a shorter repair time and better overview in case of issues like this.

Once again, we apologize for any inconveniences caused.


Maintenance planned on 03/06/2020 – impacted services: all internet services – region: Kempen

Dear customers,

Proximus has planned a maintenance in order to replace network hardware.

This maintenance may affect your services.

Please find all details below:

Start*: 2020-06-03 01:00
End*: 2020-06-03 06:00
Duration: potential impact: up to 2h30min
Impacted services: All internet services
Affected Areas**: Herentals, Grobbendonk, Herenthout, Olen, Westerlo, Geel

 

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: Internet services down : SOLVED

UPDATE 14h15: all links have been restored. The problem is completely resolved. Further details about this major incident will be shared later this week.

UPDATE 13h05: main path is restored , the peerings are being re-enabled , the traffic flow should get back to normal very soon.

Dear customers,

We are currently experiencing a fiber cut within our network. Internet and telephony services are unavailable for our customers in the Netherlands. Our Network Operations team is investigating the outage.

Further details  and an estimated duration will be released as soon as possible.

We apologize for the inconveniences.

Best regards
The edpnet team


Outage: Internet services down : SOLVED

UPDATE 14h15: all links have been restored. The problem is completely resolved. Further details about this major incident will be shared later this week.

UPDATE 13h05: main path is restored , the peerings are being re-enabled , the traffic flow should get back to normal very soon.

UPDATE 11h49: Sorry for the delay in our update.  We are hoping to solve the root cause of our problem as soon as possible.  If you want to read some background information, you can read this Datanews article:

Dutch: https://datanews.knack.be/ict/nieuws/glasvezelprobleem-zorgt-voor-panne-bij-edpnet/article-news-1598649.html
French: https://datanews.levif.be/ict/actualite/un-probleme-de-fibre-optique-provoque-une-panne-chez-edpnet/article-news-1288179.html

UPDATE 10h13: Internet services in all areas are affected.  Our engineers are working on it.

Dear customers,

We are currently experiencing a fiber outage within our network. You may notice capacity issues. Our Network Operations team is investigating the outage.

Further details and an estimated duration will be released as soon as possible.

We apologize for the inconveniences.

Best regards
The edpnet team


Maintenance planned on 25/05/2020 – impacted services: all internet services – region: Herve

Dear customers,

Proximus has planned a maintenance in order to replace network hardware.

This maintenance may affect your services.

Please find all details below:

Start*: 2020-05-25 01:00
End*: 2020-05-25 06:00
Duration: potential impact: up to 2h30min
Impacted services: All internet services
Affected Areas**: Herve

 

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 18/05/2020 – impacted services: all internet services

Dear customers,

Proximus has planned a maintenance in order to replace network hardware.

This maintenance may affect your services.

Please find all details below:

Start*: 2020-05-18 01:00
End*: 2020-05-18 06:00
Duration: potential impact: up to 2h30min
Impacted services: All internet services
Affected Areas**: Merchtem, Wemmel, Grimbergen & Asse

 

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 from edpnet domain

Dear customers,

We would like to inform you about a new wave of phishing mails pretending to come from @edpnet.be domain, aimed at both customers and non-customers.

The message may contain different subjects and asks you to give personal information, pay money or follow a link.

Please do not reply to those emails and do not open any files or click on any links. 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

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

Best regards
The edpnet team