Update: 10-02-25 09:13:00
Awaiting RCA Report from our Managed Service Partner (NASSTAR)
Update: 05-02-25 14:51:00
Final Update
- The team received positive feedback from the sites where the connection has improved across the majority of sites.
- A plan of action has been established to perform similar action at 18:00 to ensure stability on the network connectivity which will be carried out through a separate case CS00217607.
- The root cause of the incident will be investigated as part of the Problem Management investigation.
If you are experiencing issues, please follow the standard P1 process having raised a case in the ServiceNow Portal.
Thank you for your patience and understanding. We value your business and are committed to restoring full service as soon as possible.
Update: 05-02-25 13:30:00
Status Update
- The team has attempted routing changes to improve the connection; several sites observed improvements on the network connection, while some sites are still experiencing issues.
- The team continue with the investigation to identify the cause.
- In parallel, the team are following up with the service provider to check for any ongoing issues on their end.
If you are experiencing issues, please follow the standard P1 process having raised a case in the ServiceNow Portal.
Update: 05-02-25 11:30:00
Status Update
- The team has observed that connectivity has improved in certain locations, but high latency is still being experienced.
- As sites are still experiencing high latency, the team is actively gathering more information to identify the root cause and restore full service.
If you are experiencing issues, please follow the standard P1 process having raised a case in the ServiceNow Portal.
Start Date/Time: 05-02-2025 09:23:28
Incident Description: High Latency experienced over multiple EMPSN Sites
Incident Summary:
- Multiple emPSN schools are reporting that they are experiencing high latency and ping drops.
- L3 NOC engineer has been engaged to investigate
Next Action:
Awaiting output of L3 engineer investigations
Further updates will be made here when available.