Stephen_SchoolsBroadband

Hi All, I completely understand the frustration here. You’re absolutely right to call this out, and I appreciate how difficult it is on your side dealing with the impact in schools, especially when you’re the ones taking the pressure locally. From what we’ve identified, this isn’t purely a capacity issue. We did see some capacity-related pressure earlier in the week, and we’re already in the process of moving schools using VMB onto our newer 100GB NNI links to address that longer term. However, there is also an underlying issue which has become more apparent as traffic levels have increased. As part of isolating and confirming the root cause, some of the testing carried out on the live network has led to periods of additional instability, which is why it may have seemed more limited earlier in the week but is now impacting more sites. We are currently in the process of implementing a fix, this is already underway, and we’re working through it as quickly and carefully as possible to get things stable again. While this is being applied, you may still see some intermittent issues, but the aim is to stabilise services and then restore full performance as the changes take effect. I’ll keep this thread updated as we make progress.. Thanks Stephen Stephen Woodward | Technical Account Manager Schools Broadband E: [email protected] M: 07526 566 588

Additional Update - Thank-you for the feedback We have now identified the root cause of the issues that have affected services throughout the week. Following a thorough investigation, we are working closely with our vendor to implement the necessary fixes and resolve the issue as quickly as possible. Our technical teams continue to closely monitor the network while remediation work is carried out, with a focus on maintaining stability and minimising any further disruption. We fully recognise the impact this has had on schools and day-to-day operations, and we sincerely apologise for the inconvenience caused. We appreciate your patience and understanding while we work to restore normal service. Further updates will be provided as more information becomes available or once the issue has been fully resolved. Thanks Stephen Stephen Woodward | Technical Account Manager Schools Broadband E: [email protected] M: 07526 566 588

Hi all, I wanted to share a quick update following some reports of slow or interrupted internet access. Since schools returned from the holidays and usage increased, a small number of customers have noticed reduced performance at certain points during the day. This hasn’t affected everyone at the same time, but there have been brief issues during busy periods such as the start and end of the school day. Outside of these peak times, services are generally running more smoothly. This issue is limited to a specific group of customers on one part of our network, with many others unaffected and continuing to receive a normal service. Our engineering teams are actively investigating and working through the remaining areas of concern, with this being treated as a high priority and overseen at a senior level. Work is ongoing to ensure services are stable and reliable, and we’ll continue to share updates. If you’ve got any questions feel free to drop a reply here or message me directly and I’ll be happy to help. Thanks Stephen Stephen Woodward | Technical Account Manager Schools Broadband E: [email protected] M: 07526 566 588

I’m sorry to hear that you’ve experienced issues with our service. We take feedback seriously and would really like the opportunity to understand what’s happened so we can work on getting these issues sorted for you. Please feel free to message me directly so we can discuss your concerns in more detail and find a resolution. Thanks Stephen

Thank-you synaesthesia

Hi everyone, I just wanted to take a moment to introduce myself as another point of contact for Schools Broadband here on EduGeek. I’m Stephen Woodward, Technical Presales Engineer at Schools Broadband. Whether you have questions, queries, or any issues that need attention, I’m here to help. I’m looking forward to engaging with you all, sharing knowledge, and learning from the fantastic community here. If you ever need assistance, don’t hesitate to reach out—my PMs are always open. Looking forward to connecting with you all! Thanks Stephen