September 14, 2021 at 12:16 AM
Regrettably, following this firmware upgrade, we've observed continued disruption with routing, resulting in infrequent high levels of packet loss - although this is a different symptom that customers previously experienced, this has identified that the fault is not with software, and is likely a hardware fault that has developed. As the packet loss has continued to increase in frequency, we've taken the pre-emptive measure to perform a complete replacement of the device in an attempt to limit the disturbance to your service moving forward.
This replacement will be classified as priority maintenance that will be scheduled within the next two hours; we sincerely apologise for the short notice but hope that you'd prefer us to resolve this quickly before it increases its impact or results in a total outage. We don't expect an extended outage; however, we anticipate devices will experience a connectivity disruption of approximately one minute while patch cables are migrated between devices.