RM Technology incident
Performance degradation for a limited subset of customers
RM Technology experienced a minor incident on March 14, 2024 affecting RM Connectivity, lasting 40d 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 14, 2024, 11:22 AM UTC
We are aware of some periodic performance issues for a small subset of RM Connectivity Customers. We are currently investigating the root cause and will provide further updates once we know more.
- investigating Mar 14, 2024, 02:01 PM UTC
We are continuing to investigate the cause of this issue and are putting in place mitigations to prevent further impact. We will provide further updates once we know more.
- monitoring Mar 14, 2024, 04:00 PM UTC
The service is currently stable and we will continue to monitor the performance over the next 24 hours to identify root cause of the issue.
- investigating Mar 15, 2024, 11:42 AM UTC
We are aware of further performance issues this morning for a small subset of RM Connectivity Customers. We are currently investigating the root cause with the vendor and will provide further updates once we know more.
- monitoring Mar 15, 2024, 02:33 PM UTC
After extensive troubleshooting with the vendor, we have applied some configuration changes to mitigate the impact of this incident - the service is currently stable and performing as expected. We will continue to monitor this service closely over the coming 24 hours and apply any other recommended updates as advised by the vendor.
- monitoring Mar 15, 2024, 05:09 PM UTC
Over the last 24 hours we have been investigating and responding to a significant incident across our broadband estate. This has impacted on a number of our customers and manifested as degraded or intermittent internet performance. We are fully engaged with our industry partners in the investigation and resolution of this issue and have taken advice on mitigations. Following implementation of some of these mitigations today we have seen an improvement in performance and will continue to implement further mitigations over the weekend as advised by our partners . We will continue to update our systems status page and will send out further communication on Monday as to the status of the service. We recognise the criticality of secure, reliable internet access for our customers and continue to take the steps necessary to deliver this.
- monitoring Mar 18, 2024, 02:57 PM UTC
We are continuing the monitor performance of the service today, alongside working with the vendor to understand the root cause of the issues experienced last week. We will provide further updates once we know more.
- monitoring Mar 19, 2024, 04:48 PM UTC
There was a small disruption to the service for some customers between 13:00pm and 13:45pm today, otherwise the service has been stable. We are implementing emergency changes as suggested by the vendor this evening to stabilize further and will continue to monitor the service performance.
- monitoring Mar 26, 2024, 04:21 PM UTC
We are continuing to monitor the performance of the service and have seen no degraded performance in the past 48 hours. We are still diagnosing the root cause of the issue with the vendor and will share further details when we know more.
- resolved Apr 23, 2024, 03:22 PM UTC
We have monitored the performance of the service proactively over the last 4 weeks and can confirm that there has been no further performance degradation. We have worked with the vendor to identify the root cause which has now been resolved.