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System outage - hosting provider reports technical issues

5 months 6 days ago #20517 by adamp
Hi everyone,

Our hosting provider is having technical problems, which they are aware of and are addressing with maximum effort.

Their issues have become DecoNetwork's issues as all of their customer's sites are presently offline.

We are following the progress of the issue closely. The first we'll know of the problem being resolved is when the sites come back, but if there is news to share in the mean time it'll be distributed to everyone as quickly as possible.

On behalf of the rest of the company, we do apologise for this issue and hope our suppliers can rectify the fault as quickly as possible.

Sincerely,

Happy Decorating!
Adam Pentland - CEO
:deco: www.DecoNetwork.com

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5 months 5 days ago #20520 by adamp
UPDATE - 2230GMT

Time zone calculator

Our provider has informed us they have located the fault, which is a cut fibre connection. They are presently assessing the damage and mobilising repair technicians to rectify it as quickly as possible.

The initial estimate to have this addressed is four hours.

Again, we apologise for the problems this is causing our customers, we are doing our best to keep you all up to date with all information regarding this incident as it comes to hand.

Happy Decorating!
Adam Pentland - CEO
:deco: www.DecoNetwork.com

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5 months 5 days ago - 5 months 5 days ago #20521 by adamp
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5 months 5 days ago #20522 by adamp
UPDATE 2314 GMT

Sites appear to be loading at this time, however no report as to the solution has been passed to us by our provider.

Further details will be passed to everyone as they become available.

Thank you for your patience!

Happy Decorating!
Adam Pentland - CEO
:deco: www.DecoNetwork.com

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5 months 5 days ago #20525 by adamp
UPDATE 2346 GMT

Our provider has acknowledged that connectivity is being restored and that while this is going on testing is being carried out to ensure everything is operating correctly.

We are taking this as a sign that the problem has been fixed, however it is possible there could be brief interruptions as testing is conducted. We anticipate that connectivity will improve as they go through their processes, however at the moment speeds and bandwidth already seem good.

Hopefully it stays that way.

It is normal for the provider to distribute an incident report following an event like this and if there is any relevant information contained in it we'll make sure it gets to everyone.

Once again, please accept our apologies for the downtime. We will be making assessments of our own policies and procedures and do our absolute best to improve where we can to give our customers the best DecoNetwork experience possible.

Happy Decorating!
Adam Pentland - CEO
:deco: www.DecoNetwork.com

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