Belgium / outage / Solved /
Dear customers,
There was a fiber cut on the evening of October 14 impacting our network. Our uplink for the provinces of Antwerp, Limburg, and Flemish Brabant was reduced by half, which might have resulted in degraded performance of customer connections in this area. The problem was fully resolved at around 22:45.
Please find all details below:
| Start*: |
14-10-2024 19:55 |
| End*: |
14-10-2024 22:45 |
| Duration: |
2 hours 50 minutes |
| Impacted services: |
All internet services |
| Affected Areas**: |
03BKC: Antwerp, Limburg, Flemish Brabant |
We apologize for the inconveniences.
Best regards
The edpnet team
*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
Belgium / Mobile / outage / Solved /
Dear customers,
We are currently experiencing a partial outage in the Antwerp region due to a fiber cut. Customers in this area may experience no coverage or reduced service.
Our supplier has been working on the issue with the highest priority, and engineers are currently at the location carrying out repair works. Further updates will be released as soon as possible.
Please find all details below:
| Start*: |
26-09-2024 17:41 |
| End*: |
03-10-2024 14:44 |
| Duration: |
6 days 21 hours |
| Impacted services: |
Mobile calls and data |
| Affected Areas**: |
A3: Antwerpen |
Update 04/10/2024 09:30: The repair works were completed yesterday afternoon. The incident should now be resolved. We remain in close contact with our supplier to ensure that all services are functioning as expected and there are no residual issues.
We apologize for the inconveniences.
Best regards
The edpnet team
*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
Belgium / Closed / Maintenance /
Dear customers,
Edpnet has scheduled a maintenance on one of our core routers. While customer connections will not be affected, routing to specific networks may not be optimal during the maintenance window.
Please find all details below:
| Start*: |
08-10-2024 02:00 |
| End*: |
08-10-2024 06:00 |
| Duration: |
4 hours |
| Impacted services: |
All internet services |
| Affected Areas**: |
All areas |
Update 08/10/2024 16:17: The maintenance has been successfully carried out.
We apologize for the inconveniences.
Best regards
The edpnet team
* All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
Belgium / Closed / Maintenance /
Dear customers,
Edpnet has scheduled a maintenance on our interconnectivity link with Proximus for the provinces of Liège, Namur, and Luxembourg. This action will result in a downtime of one hour for all active internet connections in this area.
Please find all details below:
| Start*: |
04-09-2024 02:00 |
| End*: |
04-09-2024 06:00 |
| Duration: |
1 hour |
| Impacted services: |
All internet services |
| Affected Areas**: |
41GRE: Liège, Namur, province of Luxembourg |
Update 04/09/2024 09:39: The maintenance has been successfully completed. Active sessions were impacted between 02:15 and 02:50. All affected connections have been stable since the works were carried out.
We apologize for the inconveniences.
Best regards
The edpnet team
* All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
outage / Solved / Telephony /
Dear customers,
We have encountered an issue with our fixed telephony service, which affected outbound calls to certain destinations. A fix has been implemented, and all outgoing calls should now be functioning as expected.
Please find all details below:
| Start*: |
22-08-2024 09:25 |
| End*: |
22-08-2024 10:15 |
| Duration: |
50 minutes |
| Impacted services: |
Fixed telephony |
| Affected Areas**: |
All areas |
We apologize for the inconveniences.
Best regards
The edpnet team
*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
Mobile / outage / Solved /
Dear customers,
We experienced an outage with our mobile telephony. Some customers may have noticed difficulties being reached from other numbers or not being able to call other edpnet customers. The cause of the problem was identified and resolved by our service supplier.
Please find all details below:
| Start*: |
27-07-2024 TBC |
| End*: |
29-07-2024 13:00 |
| Duration: |
TBC |
| Impacted services: |
edpnet mobile |
| Affected Areas**: |
All areas |
We apologize for the inconveniences.
Best regards
The edpnet team
*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
Belgium / Netherlands / outage / Solved /
Dear customers,
We are currently experiencing an outage with My edpnet and our support staff. This issue does not affect any of our offered subscriptions (Internet, voice, etc). Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.
Please find all details below:
| Start*: |
19-07-2024 07:00* |
| End*: |
19-07-2024 10:10* |
| Duration: |
4 hours approx. |
| Impacted services: |
My edpnet & helpdesk, commercial and financial teams unavailable |
| Affected Areas**: |
All areas |
EDIT 10:10*: We are reopening our queues. My edpnet should be available again.
We apologize for the inconveniences.
Best regards
The edpnet team
*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
Dear customers,
We experienced an outage with certain parts of My Edpnet, customers and partners being unable to view sales, invoices and tickets. Our Development team investigated this outage.
Please find all details below:
| Start*: |
12-06-2024 14:45 |
| End*: |
13-06-2024 08:30 |
| Duration: |
17h45m |
| Impacted services: |
Some parts of My Edpnet |
| Affected Areas**: |
N/A |
Update 12:14*: Some parts were still unavailable for partners & white labels. These were fixed with a new version being deployed.
We apologize for the inconveniences.
Best regards
The edpnet team
*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site
Dear Customer,
On 11 March 2024, we informed you that unauthorised persons accessed our administrative systems due to a cyber attack. By responding quickly and appropriately, the incident was limited to a few administrative systems and did not impact your edpnet connection.
What is the status today?
We have been available by phone, e-mail and web chat since last week. So don’t hesitate to contact our helpdesk if you encounter a technical problem. Our team will be happy to help you. You can also contact us again for administrative questions.
Unfortunately, it is currently not yet possible to log on to my edpnet. We understand that this is annoying. The edpnet team is working on the availability of my edpnet with the highest priority.
Support site with frequently asked questions
We would like to refer you to our support site, where we have an overview of the most frequently asked questions around this incident: www.edpnet.be/cyberattack. This overview is kept up to date and as soon as we have more relevant information for you. Our team, who is trained in this type of situation, is at your service at all times.
What can you do yourself?
Thanks to our quick action, our central database containing all customer data was safeguarded in this attack. Given the increase in cybercrime, we would like to provide you with some general tips and recommendations that you can use in the context of preventing a cyber incident:
- Use unique and strong passwords: Create a unique password for each online service. Use a mix of letters, numbers and special characters to strengthen the password. Consider using a password manager to generate strong passwords and store them securely.
- Be alert to spam and phishing: After a cyber incident, spam and phishing emails may circulate that try to steal your personal information. Be extra careful and do not open emails that seem suspicious or come from unknown senders. Definitely do not click on links or attachments in suspicious emails.
- Use secure connections: Avoid using public Wi-Fi networks to perform sensitive online operations, such as financial transactions or entering personal information.
- Update your software regularly: Make sure your software, including your PC or smartphone operating system and antivirus software, is always up-to-date. Software developers regularly release updates to plug known security holes.
We will keep you further updated as soon as we have more news. We apologise for the inconvenience and thank you for your patience.
Best regards,
The edpnet team
outage / Solved /
Dear customers,
We are currently experiencing an outage with our My edpnet service. Our Network Operations team is investigating this outage. Further updates will be released as soon as possible.
Update 26/03/2024 at 10:00:
Great news: my edpnet is back up and running! Ready to check your usage, place orders, create support tickets, view invoices, and manage payments? Everything is back online, quick and easy.
Thank you for your patience and welcome back!
Update 12/03/2024 at 9:50:
Dear Customers,
We have found that unauthorised persons have accessed the administrative systems at edpnet due to a cyber attack.
By responding quickly and appropriately, the incident was limited to a few administrative systems and there was no impact on customers’ connectivity services.
Technical issues
We are currently experiencing technical difficulties as a result of this breach, which means that you are currently unable to log into my edpnet. We are working on a solution with the highest priority to restore access and further strengthen security.
What have we done so far?
We immediately took the necessary steps to additionally secure the systems against further exposure, and launched an investigation in collaboration with cyber security experts to help us address the incident.
The operation of services to customers has been safeguarded, so you will not experience any impact in your connectivity.
The incident is currently under control and all affected parties have been informed.
With this, we hope to have informed you sufficiently. As soon as we have more information, we will provide further communication.
We apologize for the inconveniences.
Best regards
The edpnet team
*All times are listed in CET, Central European Time
** Check the different areas & zones on our support site