Arkessa Service Update - Out of Hours (#48849)


Type: Service Update - Out of Hours

Service Affected: H3G


Update 1: Incident identified through Arkessa monitoring.  Customers attempting to connect via the Mobile Network Operator private APN(s) are affected.  Incident is logged with Arkessa 2nd Line Support who are currently troubleshooting.

Email Updates: Further updates will be issued via the article, please click 'VIEW THE ARTICLE' and select 'FOLLOW' via the Arkessa Help Centre to continue to receive email updates about this article.  Please note this includes detail regarding postponements, re-scheduling, cancellation and on-going service updates.

Questions: If you have any additional concerns or queries please contact Arkessa Customer Services Team using the following details:

+44 (0) 1279 799270 or

Best regards,


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    Update 2: The issue has been escalated from Three to their vendors' global support teams as a Priority 1 outage.  They continue to investigate.

    Next steps - Next update at approx 08:30 BST or on the next significant change.

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    Update 3: The Mobile Network and Arkessa Network Team are currently working together to resolve the fault.

    Next update: Approximately 09:30 BST

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    Update 4: Service was restored at 08:50 and has been stable since.

    Three advise that the root cause was a database error in their Master Database, DB1.  Bringing its redundant partner, DB2 online, was the final fix.

    They will continue to look at the DB1 issue offline, but as far as we are concerned the issue has been resolved.