Network outage problem : 95.*.*.*, 78.*.*.* & 87.*.*.*

**James** · #1 (**permalink**) 25-09-09, 03:09 PM

Dear Customers,

Firstly we would like to apologise for the lack of updates regarding the outage. All our shared servers, VPS Hosting nodes, Semi-dedicated host machines & Dedicated servers in the sub-net range 95.*.*.*, 78.*.*.* & 87.*.*.* were facing problems since last night and for a short while today. As a result, we needed to perform some emergency network maintenance.

This maintenance was to perform an emergency upgrade of Cisco software. We are using a Cisco VSS-1440 as part of our network core, and we have been experiencing some reduced performance with it since yesterday. There is no cause within our network configuration and set up of this, and it started to have a detrimental effect on some clients. We escalated this to the Cisco TAC team, who diagnosed a fault with the software on the router in the form of a memory leak. Cisco supplied us with a new version of the software for the router which fixed the memory leak and slow performance.

We apologise for any inconvenience this may have caused, please do not hesitate to contact us if you have any queries or questions regarding this maintenance.

**Dan** · #2 (**permalink**) 25-09-09, 03:10 PM

Thanks James.

Doyley · #3 (**permalink**) 25-09-09, 04:18 PM

Our server has been down for almost 24 hours now and I can't get in touch with support. This is extremely worrying and is damaging our business at a cruicial time!
78.129.131.17

martindell · #4 (**permalink**) 25-09-09, 04:34 PM

Mine: 78.129.133.12 has been down for 3 hours now - and counting.

Please consider hosting a network status forum OUTSIDE of your own network. The thing that your clients most want to know is that YOU know there is a problem and you're working on it

gaytech · #5 (**permalink**) 25-09-09, 04:43 PM

Once again the service is down - there is no notification - you have to delve into the forums, customers are not informed. No compensation from the last outage - i am still paying full price without any offers of reduction in price

**Dan** · #6 (**permalink**) 25-09-09, 04:45 PM

I'm also receiving intermittent timeouts when pinging my server.

**James** · #7 (**permalink**) 25-09-09, 05:01 PM

We are currently working on resolving this and we will update you as soon as we have more information.

Please accept our apologies for the inconvenience that this is causing and be assured that we are working hard to resolve the issue.

**James** · #8 (**permalink**) 25-09-09, 05:52 PM

This work has now been completed and we are focusing on restoring all connectivity. Please bear with us whilst we restore your connectivity.

Christine · #9 (**permalink**) 25-09-09, 06:06 PM

Yes I had problems last night when in touch with support, I couldn't connect to cpanel.

MrTWS · #10 (**permalink**) 25-09-09, 06:54 PM

Outages like this can happen and sadly they do happen, but well done to James and Web Hosting UK for being forthright and apparent in their apology and explanations - that is why they are a good choice for hosting

Christine · #11 (**permalink**) 25-09-09, 07:06 PM

I agree, in the few years since I have been with them, apart from a planned interruption, I can't say that I have had any real problem with My connection, and that has to be good, though it's not a problem for Me I don't have a business just a fun forum, but with My last hosts it was at times a regular occurrence.

**James** · #12 (**permalink**) 25-09-09, 07:23 PM

Number of our servers are back online and we are still in the process of restoring the connectivity of the remaining servers. Also, Our network team are continuing to investigate why some of our clients are still experiencing outages, interrupted service and packet-loss and are doing so with Cisco.

Pumazooma · #13 (**permalink**) 25-09-09, 08:40 PM

My site's still down

Been like that for hours.

Mark_A · #14 (**permalink**) 25-09-09, 08:51 PM

Sorry but this is getting beyond a joke now - outtages include over an hour last night, an hour earlier today, an hour a couple of nights ago and now this latest downtime, you have gone from a company I would recommend in a heartbeat as one of the best server hosts in the Uk to one I would seriously consider telling people to stay away from.

Since the move I have been reporting serious packet loss, constant connectivity issues and now add to that all this downtime. Please tell me you are not going to have the cheek to ask for server fees this month... Yeah right!

As one of the people above have stated this is very damaging to those who run businesses off the back of your services. Without a doubt you should run your support forums off of a completely seperate service so they are always online when you're having difficulties so that you can keep your customers informed.

I am now having to seriously consider transferring my business to another host, I will give it until my payment is due at the end of the month and if there is not considerable improvement then I guess I will have to move on

abdesignuk · #15 (**permalink**) 25-09-09, 08:59 PM

Whoa Mark, calm down. This is nothing to do with Webhosting UK, its to do with the router switch for the datacentre. The datacentre is based in Maidenhead and has 100's of web hosting companies inside it, and yes they are all being effected. Webhosting Uk have done nothing wrong! Its a switch that allows the upstream and downstream of the data in/out of the datacentre.