Bournemouth-based co-location provider C4L is in the throes of a prolonged network connectivity outage that has blighted the firm’s customer base for the past two days.
The issues were first spotted on 24 August 2015, when the firm began issuing a series of status updates via its Twitter feed to affected customers after its phone system and online support services failed.
Since then, the company has been working with Juniper Networks to resolve the problems which have since been attributed in part to a software glitch.
The pair began working together in October 2014 to build out C4L’s CoreTx network. Its aim is to replace the multi-supplier system C4L currently relies on with one underpinned by Juniper’s technology.
“Juniper Networks is aware of a reported network outage with one of our customers. We worked quickly with the customer to identify and resolve the issue and we are actively supporting them to investigate the root cause,” the company confirmed in a statement to Computer Weekly.
Judging by the contents of C4L’s tweets and the updates issued by its online support page, service has been restored to some customers, but black spots in coverage still remain.
In a further statement to Computer Weekly, C4L apologised for the inconvenience caused by the outage and claimed normal service has resumed for more than 90% of customers.
However, C4L’s CEO Simon Mewett said it was not currently possible to confirm when service will be restored for the remaining group of affected customers.
“This is not us withholding information. We are working tirelessly to accurately forecast this and will post updates as soon as we are able to,” he said.
The statement also goes to great lengths to absolve Juniper of any blame for the outage by confirming the “extended issues” are being caused by its legacy network.
“Initial discussions are taking place with a view to expediting our customer services away from the legacy network, a plan of which will be in a further communication going directly to our customers,” Mewett continued.
“I want to reassure customers they are our top priority. C4L will continue to be relentless in pursuit of fixing this as soon as possible. As an ISP [internet service provider] that prides itself on customer support and communication, [C4L] is extremely disappointed by this network disruption and could not apologise more for the delay,” he said.
