[RESOLVED] Network Connectivity Issue

Our upstream network provider is currently suffering from a core network issue.  As a result, this is causing intermittent packet loss on all connectivity into the Zebra network.

Engineers are currently working on the issue and will have the problem resolved as soon as possible.

We will update this post as soon as we have further information.

Update: We have been informed the outage was due to a DDOS attack (Distributed Denial Of Service).  The attack was of such as size that all core network connectivity was affected.  Engineers are interrogating data collected in order to look for any recommendations they can make for further enhancement to optimise network performance and security.

Update 07:30: Apologies for the late update.  As of approx 04:40 this morning engineers believed to have the problem under control.  We are currently monitoring.

Update 04:25: Engineers are continuing to work towards a resolution.

Update 03:00: The root cause of the issue as been identified and engineers are now working on a resolution.

Update 23:50: Engineers are continuing to work to stabilise the network issues. We will update this post as soon we have further information.

Update 22:00: Engineers at our provider are continuing to work on the problem.  We will update this post as soon we have further information.

[RESOLVED] Routing problems within BT connected networks

We are currently seeing routing issues to BT Internet connected locations and 3rd parties who receive service from BT related services.

Upstream engineers are monitoring the major service outage on the BT network but at this time only external/routed connections to the BT networks are affected.

This post will be updated as and when more information is received.

Update @ 11:20 – The problem with BT’s network is starting to hit the major technical news sites.  More useful information can be found at ArsTechnica: http://arstechnica.co.uk/business/2016/07/bt-isps-telehouse-north-major-outage/
and The Register: http://www.theregister.co.uk/2016/07/20/telecity_power_outage_bt_offline/

[RESOLVED] Network Connectivity

Earlier this morning a routing issue was identified in one of our upstream network providers which caused connectivity problems when attempting to access our network.

A work around has been put in place which has restored access and we are continuing to monitor the situation.

We will update this post when we have more details.

Update 10:05: The earlier partial connectivity problems were due to our upstream provider not providing us with a full BGP routing table.  This resulted in only part of the Internet being fully reachable from our network.  A workaround was put in place which restored connectivity whilst engineers investigated further.  As of 10:00 a full BGP routing table is now being received and the earlier workaround has been removed.  We will continue to monitor connectivity and will update this post if required.

[DELAYED] Planned network maintenance

On Tuesday 9th February starting at approximately 21:00 we will be performing essential maintenance on our core network

The maintenance will be performed in such as way as to minimise any possibility of interruption to your services. However
due to the nature of the work, network services will be classed “at risk” as resilience will be impacted.

It is estimated that the work will take less than 1 hour to complete.

Additional updates will be posted to our service status blog at http://www.zebrastatus.net

Update 18/02/2016 – 09:00

Due to the hardware problems we encountered during the original maintenance procedure, we’re waiting for additional spare backup parts to arrive before we’re prepared to perform more maintenance.

As soon as these parts arrive a new maintenance period will be arranged.


Update 12/02/2016 – 16:30

“Anubis”, the affected core router has now been replaced and full network resiliency has been restored.

The maintenance due to be performed on the second core router is now expected to be rescheduled for the week commencing 15/02/2016.  A further update will be made once a firm plan is in place.


Update 12/02/2016 – 12:30

The replacement hardware has arrived on site and is being prepared for installation.


Update 10/02/2016 – 10:00

Replacement hardware has been ordered and we are now awaiting delivery.  Whilst our network resilience is reduced until the replacement can be installed, customers should not encounter any problems.  Engineers will update this post as and when further information is available.


Update: 09/02/2016 – 22:20

An issue was encountered during the maintenance of one of our core edge routers. As a result, this router is currently out of service. All further maintenance tasks have been suspended.

[RESOLVED] Shared Hosting Server Degraded Performance

One of our shared hosting servers, Linsvr2, is currently experiencing higher than usual load.

This is causing websites & email accounts for customers hosted on that server to either run slower than usual or timeout with an error.

Engineers are currently investigating and will update this post as soon as possible.


It appears a customers WordPress website has been compromised and as a result a rogue webscript had been installed.  This script contained programming errors that caused it to run in an “infinite loop”, using all available processing resources.

The compromised website has been shut down until our customer can confirm they have resolved the problem.

[INFORMATION] Christmas & New Year Business Hours

Over the festive period, Zebra’s office will be closed on Christmas Day, Boxing Day and New Year’s Day.

We will be closing at 13:00 on Thursday 24 December and Thursday 31 December. Our usual business hours will apply on all other days.

Outside these times please submit a support request from within your Domaincheck control panel or email [email protected].

Customers who use our datacentre services can continue to use the emergency out-of-hours support line for urgent support issues.

We would like to thank you all for your business this year and we wish you all a Merry Christmas and a Happy New Year!

[RESOLVED] Email Sending Issues

Over the weekend one of our customers email addresses was compromised and used to send out a large amount of SPAM.  This had caused the server to be temporarily listed on a few external email blacklists.

The compromised account has been suspended and the server is no longer blacklisted, we are now waiting for other email providers to update their blacklists.

In the meantime customers hosted on “Linsvr1” might experience difficulties sending to some email destinations but not to others.

Updated: 17:20 

[COMPLETED] Important Network Maintenance

Our upstream network provider, Onyx, have recently made a significant investment in upgrading their core network to a resilient 10Gb capacity architecture to vastly improve the level of service and flexibility of connectivity offered to customers.

The upgrades are now ready to be put into place and this requires Onyx to undertake out of hours migration work during November. Onyx are planning to ensure minimum impact to customers as well as offering additional support to us before, during and after the migration.

Please be advised that a maintenance window from 23:00 on 12th November 2015 until 04:00 on 13th November 2013 has been allocated to this work.

Whilst every effort will be made to minimise impact, services we provide such as Internet connectivity, Website Hosting, Email and DNS and should be considered at risk during this period and we will be sending updates before, during and after the work.

If after the maintenance period has closed you are still encountering issues, please contact us via your usual support channels.

Update: 13/11/2015 04:00 – The network maintenance period has been closed.  No impact on our services was observed whilst the work was taking place.  If any customers should be encountering issues, please contact us via your usual support channels.

[RESOLVED] Shared hosting server failure

Yesterday evening a hardware problem occurred on one of our shared hosting servers. This caused a number of the services offered by this server to fail. As a result, customers hosted on this server would have had problems with sending/receiving emails and/or problems accessing their website.

Users trying to access their control panel may have seen a “Server under maintenance” message.

Engineers worked as quickly as possible to restore this server and all services were up and running again at approximately 08:20 this morning.

Plans were put in motion a number of months ago to replace the server hardware with new high-performance servers and migrate customers to the new platform. The new hardware is already installed in our datacentre and has been undergoing stress-testing before being brought into production. The migration plan we have in place for moving customers over to this new server will be accelerated and we will let the affected customers know as soon as possible when we plan to migrate customers.

Service Status Information