Updated C4L has been battling a major outage for the best part of a day and customers are becoming increasingly angry about the lengthy downtime.
The Bournemouth-based colocation and cloud provider, which switched its network over to Juniper kit in October last year, said it was working with the vendor to resolve the outage.
C4L said in response to a tweet from one frustrated customer that the company's engineers had detected a software fault.
@habdulaal As we believe the issue to be software, rather than hardware failure, the issue is more complicated.— C4L (@C4L_UK) August 24, 2015
At time of publication, C4L was still struggling to bring its service back to life.
The company, which counts FTSE 250 firms and many of the UK's network carriers among its customers, has been tweeting updates as its engineers attempt to recover C4L's services.
In the past hour it claimed that "some network stability" was returning. C4L added that a workaround had been implemented following a conference call with Juniper's support team.
But C4L hasn't offered up an ETA to customers. Instead, it has remained vague about when its services will return to normal.
"Some customer ports have been observed to have gone into an errored state during the problem. These are being worked on and being re-enabled," C4L said in its most recent update. ®
Hat tip to Reg reader Dave for flagging this one up to us.
C4L coughed up the following statement after publication of this story:
We have identified the root cause of the problem which was software related and not due to external factors – a workaround has been successfully implemented to resolve this.
Most affected services have now been resumed but we are still seeing some individual customer issues which we are working through. We have also instigated a temporary system solution to improve communication, including a redirected site with the latest NOC updates.
We understand that those customers who were affected were frustrated with the lack of connectivity and access to C4L’s usual support. We empathise with our customers on the unusually low levels of support during this outage. As an ISP who prides ourselves on customer support and communication, we are extremely disappointed by this network disruption.