Dear Clients,

At 10:03 UTC today (Sunday 30th August 2020), we experienced simultaneous intermittent network connectivity into both our London, UK and Tampa, USA networks.

Our team investigated, and identified that there were no issues within our own network. This led to a more far-reaching investigation, which gradually identified that a large number of providers - likely the majority of the internet - were experiencing connectivity issues.

It was identified that CenturyLink/Level3 were experiencing a global outage across their network. They’re one of the largest internet transit providers, and also power a large portion of the ‘internet backbone’ around the world.

Although we were able to disconnect CenturyLink/Level3 from our upstream transit in both facilities, we were unable to control it being used by remote ISPs and other providers. It continued to be used to carry transit across the internet.

Our team identified that routing traffic via our denial of service protection service resulted in less inbound routes traversing CenturyLink/Level3’s network, and so we made the decision to divert all of our inbound traffic via this temporarily. This resulted in most clients reporting services as back online.

As of 14:45 UTC it appears that CenturyLink/Level3 have rolled out a fix for thee issue which seems to be improving the situation globally. Network operators globally are starting to re-route traffic via their network. We continue to monitor this, and when we’re satisfied that stability has returned we’ll make adjustments to our networks accordingly.

We sincerely apologise for the inconvenience that has and is causing, though we would stress that this is an outage of an internet backbone carrier and is therefore out of our direct control. As outlined, we’ve applied mitigations where possible to try and reduce the affect to our clients.

If you have any questions or concerns, please don’t hesitate to reach out to us via our helpdesk at https://my.kualo.com/ .

Kind regards,

Kualo Support