Status - Box Broadband

STATUS

Transparency and reliability is important for any Internet Provider. Here is our current service status, along with our recent and any upcoming system maintenance and fault reports.

STATUS

Transparency and reliability is important for any Internet Provider. Here is our current service status, along with our recent and any upcoming system maintenance and fault reports.

Current Service Status

Ongoing – A small number of customers may experience intermittent call quality issues with their telephone service with us. We have installed some new equipment at our London Datacenter to resolve this and are testing the changes before we deploy them network-wide.

Upcoming Maintenance

07/01/21 23:45 – 08/01/21 00:15 – Walliswood & Ewhurst customers will see a short amount of downtime whilst we reconfigure our equipment to support a capacity upgrade on our network.

Recently Completed

10/01/2020 – 02:15AM – WALLISWOOD – We’re affected by an external fault on the OpenReach network causing one of our main lines to be down at the moment. affecting a number of customers who connect through this circuit. Updates will be available on our recorded phone message on 0330 113 0180. RESOLVED AS OF 16:30

01/12/2020 – 00:00 – 02/12/2020 – 06:00 – Our leased line provider for Horsham will be undertaking maintenance on their network. Some intermittent service may occur during this window.

02/12/2020 – 00:00 – 03/12/2020 – 06:00 – Our leased line provider for Horsham will be undertaking maintenance on their network. Some intermittent service may occur during this window.

19/11/2020 – 20:00 to 20/11/2020 – 06:00 – Our leased line provider for Cranleigh will be undertaking maintenance on their network. No down time is expected.

07/11/2020 – 18:41 – 21:04 – A fault affecting Burwood Park is now resolved, all customers should be back online. The fault was caused by a piece of equipment from our leased line provider malfunctioning.

04/11/2020 – 18:00 to 05/11/2020 – 06:00 – Our leased line provider for Cranleigh will be undertaking essential works on their network. Customers should not see any down time.

24/10/2020 – 22:00 – 02:00 – Our leased line provider for Cranleigh will be performing maintenance and have advised to expect interuptions to internet and telephone services during this period.

26/10/2020 – 30/10/2020 at 00:01-06:00 on each day – Our leased line provider for the Burwood Park area will be performing local maintenance works in the area and some interruptions will occur overnight on the above dates.

30/09/2020 – 00:01-04:00 – Our leased line provider will be taking down our Horsham circuit to perform diagnostics to investigate the cause of increased latency on this link. Service will automatically be restored after the diagnostics have been completed.

05/10/2020 – 07/10/2020 – 07:00-20:00 on each day – Equinix datacentre will be performing routine maintenance on their backup generators during these times. This datacentre is involved in the provision of our Walliswood, Horsham and Southwater backhauls. No down time is expected, but services will be ‘at risk’ due to reduced power redundancy.

11/10/2020 & 18/10/2020 09:00-14:00 – Equinix datacentre will be undertaking generator testing at their facility in London which handles our backhaul connections for Walliswood, Horsham and Southwater. There is not expected to be any downtime, but the services will be considered ‘at risk’ with reduced redundancy during this period,

20/10/2020 – 01:00-06:00 – One of our backhaul providers for the Walliswood area will be taking down the circuit to apply a software update to a core router within their network. Downtime is expected to be up to 2 hours 30 minutes within the above window.

23/10/2020 – 00:01-06:00 – One of our backhaul providers for Burwood Park will need to take down the connection for approximately 10 minutes within the above window to apply a software update to a piece of equipment providing this circuit.

28/09/2020 – 00:01 – 06:00 – One of our backhaul circuits for Walliswood will see some downtime whilst the provider applies a software update to a piece of equipment providing this connection. Down time is expected to last around 10 minutes within the above window. Internet connections will automatically be restored, but telephone customers may need to reboot their routers to ensure the phone function reconnects.

03/09/2020 – 06:45 – 10:43 – Following some routine maintenance, an unrelated hardware failure occured and our fibre OLT serving Horsham would not reboot successfully. We have replaced the faulty unit.

28/08/2020 – 00:01 – 06:00 – Our incoming line provider for Burwood Park is due to perform maintenance on the line in order to re-route some cabling within their network. Downtime is expected to only be a few minutes whilst the provider re-patches some cabling on their side.

27-08-2020 – 22:50 – 02:25 – Our incoming line provider for Cranleigh performed planned maintenance resulting in a short outage.

25/08/2020 – 06:44 – 10:00 – An equipment cooling fan failed affecting our service at Walliswood.

18/08/2020 – 04:24-21:28 – A fault occured at a third-party datacentre in London causing one of our two lines to go down in the Walliswood area. We were able to get around half of the affected customers reconnected to a backup link for the duration of the outage. The issue at the datacentre was a major incident where a UPS had caught fire and a knock-on effect was the total building had lost power affecting over 150 companies including BT, Sky, Virgin and many many others. Given the scale of this incident it took most of the day for the datacentre to transition to a new power system and get things up and running again.

17/08/2020 – 20:06 – 05:20 – Our line provider for the Cranleigh area performed some maintenance which had not gone to plan resulting in an outage.

12/08/2020 12:30-17:00 – The partial outage caused by cable damage at Burwood Park is now resolved.

30/07/2020 – 01:00 – We have implimented a small configuration change to resolve some slow speed issues that were affecting some customers.

09/07/2020 11:07 – 12:25 – An outage has been resolved in the Coombe Park area due to a cabling fault.

18/06/2020 12:40 – 13:39 – 3rd-party outage affecting Cranleigh and parts of Ewhurst.

12/06/2020 07:20 – 23:30 – A major outage resulted in loss of broadband and telephone service to Cranleigh and parts of Ewhurst. A 3rd party line provider suffered an extensive fault following a power outage. Service was restored at approximately 23:30.

05/06/2020 11:02 – 19:00 – Cabling in the Kingston area has been repaired and all services restored.

20/05/2020 – The issues with accessing Net-A-Porter.com have now been resolved on their side.

09/04/2020 01:00-03:00 – We will be undertaking maintenance on our core network to resove a number of issues.

18/03/2020 – An issue has been identified affecting customers who use a “Vodafone Sure Signal” or “O2 Boost Box” mobile phone boosters which are failing to connect when using Box Broadband. We are investigating the issue and working to impliment a fix as soon as possible.

12/03/2020 – 00:01-01:00 – Engineering works are planned by our backhaul provider for the KT12 postcode area on this date to apply a new configuration to their equipment. Downtime is expected to be 10 minutes between the above window.

26/02/2020 – An issue has been identified affecting 6 customers in various locations where the connection is dropping at random. We have a fix for this problem, if any customers are still affected please contact us.

17/01/2020 – An issue has been identified and resolved affecting 7 customers in the Ewhurst area causing some websites to load slowly or not at all

13/01/2020 – An issue affecting a small number of customers in Walton-on-Thames area has now been resolved. This issue was due to a 3rd party provider and prevented a small number of customers from connecting to our service.

22-23/10/2019
A firmware update has been deployed to all customer routers, and our backhaul provider have also replaced their end-of-life core routers.

18/05/2019 21:00
Issues now resolved and all subscribers now operating at full speed again.

28/05/2019 15:50
Service restored to all customers, however some may still notice slower speeds than normal. Everything should be operating and all customers receiving at least 300Mbps (unless on a lower speed plan) so for general use shouldn’t notice any issues. We will update as soon as we hear more.

28/05/2019 14:15
Partial service restored. Customers may notice slower speeds than normal. More updates to follow.

28/05/2019 13:15
Fault has since been confirmed and engineers from the provider in question are working on a fix. We will update our customer as details become available to us.

28/05/2019 12:11
Our upstream provider is experiencing a widespread outage across the south of the UK. This is unfortunately impacting our customers resulting in slow or intermittent service.

21/12/2018 – 06:00-09:00
Localised planned outage to re-route fibre optic cabling in order to allow expansion of our network.

13/12/2018 – 00:00-00:30
Firmware update deployed to all customer routers. Update completed successfully. This update was to improve wireless performance and compatibility with our Mesh wireless extenders.

17/11/2018 – 22:00 – 18/11/2018 – 06:00
Our backhaul provider will be replacing some older equipment to allow for future expansion and increased speeds.

Ongoing – A small number of customers may experience intermittent call quality issues with their telephone service with us. We have installed some new equipment at our London Datacenter to resolve this and are testing the changes before we deploy them network-wide.

07/01/21 23:45 – 08/01/21 00:15 – Walliswood & Ewhurst customers will see a short amount of downtime whilst we reconfigure our equipment to support a capacity upgrade on our network.

01/12/2020 – 00:00 – 02/12/2020 – 06:00 – Our leased line provider for Horsham will be undertaking maintenance on their network. Some intermittent service may occur during this window.

02/12/2020 – 00:00 – 03/12/2020 – 06:00 – Our leased line provider for Horsham will be undertaking maintenance on their network. Some intermittent service may occur during this window.

19/11/2020 – 20:00 to 20/11/2020 – 06:00 – Our leased line provider for Cranleigh will be undertaking maintenance on their network. No down time is expected.

07/11/2020 – 18:41 – 21:04 – A fault affecting Burwood Park is now resolved, all customers should be back online. The fault was caused by a piece of equipment from our leased line provider malfunctioning.

04/11/2020 – 18:00 to 05/11/2020 – 06:00 – Our leased line provider for Cranleigh will be undertaking essential works on their network. Customers should not see any down time.

24/10/2020 – 22:00 – 02:00 – Our leased line provider for Cranleigh will be performing maintenance and have advised to expect interuptions to internet and telephone services during this period.

26/10/2020 – 30/10/2020 at 00:01-06:00 on each day – Our leased line provider for the Burwood Park area will be performing local maintenance works in the area and some interruptions will occur overnight on the above dates.

30/09/2020 – 00:01-04:00 – Our leased line provider will be taking down our Horsham circuit to perform diagnostics to investigate the cause of increased latency on this link. Service will automatically be restored after the diagnostics have been completed.

20/10/2020 – 01:00-06:00 – One of our backhaul providers for the Walliswood area will be taking down the circuit to apply a software update to a core router within their network. Downtime is expected to be up to 2 hours 30 minutes within the above window.

23/10/2020 – 00:01-06:00 – One of our backhaul providers for Burwood Park will need to take down the connection for approximately 10 minutes within the above window to apply a software update to a piece of equipment providing this circuit.

03/09/2020 – 06:45 – 10:43 – Following some routine maintenance, an unrelated hardware failure occured and our fibre OLT serving Horsham would not reboot successfully. We have replaced the faulty unit.

28/08/2020 – 00:01 – 06:00 – Our incoming line provider for Burwood Park is due to perform maintenance on the line in order to re-route some cabling within their network. Downtime is expected to only be a few minutes whilst the provider re-patches some cabling on their side.

27-08-2020 – 22:50 – 02:25 – Our incoming line provider for Cranleigh performed planned maintenance resulting in a short outage.

25/08/2020 – 06:44 – 10:00 – An equipment cooling fan failed affecting our service at Walliswood.

17/08/2020 – 20:06 – 05:20 – Our line provider for the Cranleigh area performed some maintenance which had not gone to plan resulting in an outage.

12/08/2020 12:30-17:00 – The partial outage caused by cable damage at Burwood Park is now resolved.

30/07/2020 – 01:00 – We have implimented a small configuration change to resolve some slow speed issues that were affecting some customers.

09/07/2020 11:07 – 12:25 – An outage has been resolved in the Coombe Park area due to a cabling fault.

18/06/2020 12:40 – 13:39 – 3rd-party outage affecting Cranleigh and parts of Ewhurst.

12/06/2020 07:20 – 23:30 – A major outage resulted in loss of broadband and telephone service to Cranleigh and parts of Ewhurst. A 3rd party line provider suffered an extensive fault following a power outage. Service was restored at approximately 23:30.

05/06/2020 11:02 – 19:00 – Cabling in the Kingston area has been repaired and all services restored.

20/05/2020 – The issues with accessing Net-A-Porter.com have now been resolved on their side.

09/04/2020 01:00-03:00 – We will be undertaking maintenance on our core network to resove a number of issues.

18/03/2020 – An issue has been identified affecting customers who use a “Vodafone Sure Signal” or “O2 Boost Box” mobile phone boosters which are failing to connect when using Box Broadband. We are investigating the issue and working to impliment a fix as soon as possible.

12/03/2020 – 00:01-01:00 – Engineering works are planned by our backhaul provider for the KT12 postcode area on this date to apply a new configuration to their equipment. Downtime is expected to be 10 minutes between the above window.

26/02/2020 – An issue has been identified affecting 6 customers in various locations where the connection is dropping at random. We have a fix for this problem, if any customers are still affected please contact us.

17/01/2020 – An issue has been identified and resolved affecting 7 customers in the Ewhurst area causing some websites to load slowly or not at all

13/01/2020 – An issue affecting a small number of customers in Walton-on-Thames area has now been resolved. This issue was due to a 3rd party provider and prevented a small number of customers from connecting to our service.

22-23/10/2019
A firmware update has been deployed to all customer routers, and our backhaul provider have also replaced their end-of-life core routers.

18/05/2019 21:00
Issues now resolved and all subscribers now operating at full speed again.

28/05/2019 14:15
Partial service restored. Customers may notice slower speeds than normal. More updates to follow.

28/05/2019 13:15
Fault has since been confirmed and engineers from the provider in question are working on a fix. We will update our customer as details become available to us.

28/05/2019 12:11
Our upstream provider is experiencing a widespread outage across the south of the UK. This is unfortunately impacting our customers resulting in slow or intermittent service.

21/12/2018 – 06:00-09:00
Localised planned outage to re-route fibre optic cabling in order to allow expansion of our network.

13/12/2018 – 00:00-00:30
Firmware update deployed to all customer routers. Update completed successfully. This update was to improve wireless performance and compatibility with our Mesh wireless extenders.

17/11/2018 – 22:00 – 18/11/2018 – 06:00
Our backhaul provider will be replacing some older equipment to allow for future expansion and increased speeds.

Help & Support

Quick Links

Ongoing – A small number of customers may experience intermittent call quality issues with their telephone service with us. We have installed some new equipment at our London Datacenter to resolve this and are testing the changes before we deploy them network-wide.

07/01/21 23:45 – 08/01/21 00:15 – Walliswood & Ewhurst customers will see a short amount of downtime whilst we reconfigure our equipment to support a capacity upgrade on our network.

01/12/2020 – 00:00 – 02/12/2020 – 06:00 – Our leased line provider for Horsham will be undertaking maintenance on their network. Some intermittent service may occur during this window.

02/12/2020 – 00:00 – 03/12/2020 – 06:00 – Our leased line provider for Horsham will be undertaking maintenance on their network. Some intermittent service may occur during this window.

19/11/2020 – 20:00 to 20/11/2020 – 06:00 – Our leased line provider for Cranleigh will be undertaking maintenance on their network. No down time is expected.

07/11/2020 – 18:41 – 21:04 – A fault affecting Burwood Park is now resolved, all customers should be back online. The fault was caused by a piece of equipment from our leased line provider malfunctioning.

04/11/2020 – 18:00 to 05/11/2020 – 06:00 – Our leased line provider for Cranleigh will be undertaking essential works on their network. Customers should not see any down time.

24/10/2020 – 22:00 – 02:00 – Our leased line provider for Cranleigh will be performing maintenance and have advised to expect interuptions to internet and telephone services during this period.

26/10/2020 – 30/10/2020 at 00:01-06:00 on each day – Our leased line provider for the Burwood Park area will be performing local maintenance works in the area and some interruptions will occur overnight on the above dates.

30/09/2020 – 00:01-04:00 – Our leased line provider will be taking down our Horsham circuit to perform diagnostics to investigate the cause of increased latency on this link. Service will automatically be restored after the diagnostics have been completed.

20/10/2020 – 01:00-06:00 – One of our backhaul providers for the Walliswood area will be taking down the circuit to apply a software update to a core router within their network. Downtime is expected to be up to 2 hours 30 minutes within the above window.

23/10/2020 – 00:01-06:00 – One of our backhaul providers for Burwood Park will need to take down the connection for approximately 10 minutes within the above window to apply a software update to a piece of equipment providing this circuit.

03/09/2020 – 06:45 – 10:43 – Following some routine maintenance, an unrelated hardware failure occured and our fibre OLT serving Horsham would not reboot successfully. We have replaced the faulty unit.

28/08/2020 – 00:01 – 06:00 – Our incoming line provider for Burwood Park is due to perform maintenance on the line in order to re-route some cabling within their network. Downtime is expected to only be a few minutes whilst the provider re-patches some cabling on their side.

27-08-2020 – 22:50 – 02:25 – Our incoming line provider for Cranleigh performed planned maintenance resulting in a short outage.

25/08/2020 – 06:44 – 10:00 – An equipment cooling fan failed affecting our service at Walliswood.

17/08/2020 – 20:06 – 05:20 – Our line provider for the Cranleigh area performed some maintenance which had not gone to plan resulting in an outage.

12/08/2020 12:30-17:00 – The partial outage caused by cable damage at Burwood Park is now resolved.

30/07/2020 – 01:00 – We have implimented a small configuration change to resolve some slow speed issues that were affecting some customers.

09/07/2020 11:07 – 12:25 – An outage has been resolved in the Coombe Park area due to a cabling fault.

18/06/2020 12:40 – 13:39 – 3rd-party outage affecting Cranleigh and parts of Ewhurst.

12/06/2020 07:20 – 23:30 – A major outage resulted in loss of broadband and telephone service to Cranleigh and parts of Ewhurst. A 3rd party line provider suffered an extensive fault following a power outage. Service was restored at approximately 23:30.

05/06/2020 11:02 – 19:00 – Cabling in the Kingston area has been repaired and all services restored.

20/05/2020 – The issues with accessing Net-A-Porter.com have now been resolved on their side.

09/04/2020 01:00-03:00 – We will be undertaking maintenance on our core network to resove a number of issues.

18/03/2020 – An issue has been identified affecting customers who use a “Vodafone Sure Signal” or “O2 Boost Box” mobile phone boosters which are failing to connect when using Box Broadband. We are investigating the issue and working to impliment a fix as soon as possible.

12/03/2020 – 00:01-01:00 – Engineering works are planned by our backhaul provider for the KT12 postcode area on this date to apply a new configuration to their equipment. Downtime is expected to be 10 minutes between the above window.

26/02/2020 – An issue has been identified affecting 6 customers in various locations where the connection is dropping at random. We have a fix for this problem, if any customers are still affected please contact us.

17/01/2020 – An issue has been identified and resolved affecting 7 customers in the Ewhurst area causing some websites to load slowly or not at all

13/01/2020 – An issue affecting a small number of customers in Walton-on-Thames area has now been resolved. This issue was due to a 3rd party provider and prevented a small number of customers from connecting to our service.

22-23/10/2019 A firmware update has been deployed to all customer routers, and our backhaul provider have also replaced their end-of-life core routers.

18/05/2019 21:00 Issues now resolved and all subscribers now operating at full speed again.

28/05/2019 14:15 Partial service restored. Customers may notice slower speeds than normal. More updates to follow.

28/05/2019 13:15 Fault has since been confirmed and engineers from the provider in question are working on a fix. We will update our customer as details become available to us.

28/05/2019 12:11 Our upstream provider is experiencing a widespread outage across the south of the UK. This is unfortunately impacting our customers resulting in slow or intermittent service.

21/12/2018 – 06:00-09:00 Localised planned outage to re-route fibre optic cabling in order to allow expansion of our network.

13/12/2018 – 00:00-00:30 Firmware update deployed to all customer routers. Update completed successfully. This update was to improve wireless performance and compatibility with our Mesh wireless extenders.

17/11/2018 – 22:00 – 18/11/2018 – 06:00 Our backhaul provider will be replacing some older equipment to allow for future expansion and increased speeds.

Help & Support

Quick Links

22-23/10/2019
A firmware update has been deployed to all customer routers, and our backhaul provider have also replaced their end-of-life core routers.

18/05/2019 21:00
Issues now resolved and all subscribers now operating at full speed again.

28/05/2019 14:15
Partial service restored. Customers may notice slower speeds than normal. More updates to follow.

28/05/2019 13:15
Fault has since been confirmed and engineers from the provider in question are working on a fix. We will update our customer as details become available to us.

28/05/2019 12:11
Our upstream provider is experiencing a widespread outage across the south of the UK. This is unfortunately impacting our customers resulting in slow or intermittent service.

21/12/2018 – 06:00-09:00
Localised planned outage to re-route fibre optic cabling in order to allow expansion of our network.

13/12/2018 – 00:00-00:30
Firmware update deployed to all customer routers. Update completed successfully. This update was to improve wireless performance and compatibility with our Mesh wireless extenders.

17/11/2018 – 22:00 – 18/11/2018 – 06:00
Our backhaul provider will be replacing some older equipment to allow for future expansion and increased speeds.