» Published on Fri, 31 Jan 2020 16:11:00 +0000

• Update

  Further update from carrier: 02/02 - 8:27am - "The fibre restoration work was completed overnight and full fibre resiliency has been restored. All services should now be functioning as expected."
  Thank you for your continued patience. We pass on sincere apologies for the disruption this incident has caused.

  » Updated Sun, 02 Feb 2020 08:32:00 +0000

• Update

  Update from carrier: 02:14pm- "Engineers are continuing to monitor the stability across the network and are working to resolve some ongoing issues with the Horizon and Akixi services. Emergency planned work is taking place on Horizon servers between 14:00 - 18:00 today, the intention of this work is to resychronise the Horizon databases. Calls in progress may be lost during these configuration changes, redials should connect successfully."

  » Updated Sat, 01 Feb 2020 14:52:00 +0000

• Update

  Update from carrier: "the fibre issue in the London area has now been resolved as of 05:01, our monitoring and testing has confirmed that service is restoring across platforms and we will continue to monitor network stability throughout this morning. Engineers are continuing to monitor the restoration of service and can confirm traffic is successfully transiting the network as expected. We are aware of registration and functionality issues on the Horizon platform and will be working to resolve these throughout this morning. Please note, you may experience functionality issues on the Horizon platform throughout this morning as we work to fully synchronise all services."

  » Updated Sat, 01 Feb 2020 09:04:00 +0000

• Update

  Further update from carrier: 01/02 1am- "Work on the stabilisation of re-routed traffic across the temporary network connection remains a challenge and we have engaged our technology partner to work alongside us on this. This will continue to be a priority throughout the evening, but unfortunately we can’t yet provide an outline timescale on when this will complete. Fibre engineers have identified the break between two fibre joints in the London area and are investigating the options to replace this with a local spare. Once we know the availability of a spare fibre we hope to be able to provide an estimated time to restore. The next update will be at 08:00, but any material changes to the status will be updated before then if they become available."

  » Updated Sat, 01 Feb 2020 05:54:00 +0000

• Update

  A further update has been received from the carrier: "The fibre engineers are in the process of isolating the fibre break in the London area and we are expecting a clear view on the fibre restoration before 00:30. We have encountered further technical challenges on the network routing change to restore services in the interim, this was planned for 22:00 but is still w ork in progress and we will provide a further update on that change before 00:00. The next update will be provided before 00:00. We apologise for the ongoing disruption and all of our resources remain committed to restoring service as soon as we can."

  » Updated Fri, 31 Jan 2020 23:28:00 +0000

• Update

  A further udpate has been received from the carrier: "We have isolated the fault to a dual fibre break on the East coast and the London area of our national network. Our technology partner has been engaged and they are deploying engineers to address both breaks. The incident continues to impact our voice and connectivity services and we are taking mitigating action at a network level to try to restore connectivity where we can.

  We expect to be able to provide a clearer view on time to resolve as deployed engineers establish the extent of the work at each break.

  We now estimate engineers to arrive at the fibre break in the London area at 9pm at which point they can assess the extent of the work required to restore the fibre connectivity. Work will begin at 9pm on fibre break within the Leicester area, however we know the restoration work here is extensive due to an electrical incident in that area. We have taken steps within our network to re-route voice and connectivity services and this action will restore the majority of services, but we expect some ongoing intermittent problems on voice quality and connectivity speed until at least one of the two fibre breaks is resolved. The next update will be provided at 21:30."

  » Updated Fri, 31 Jan 2020 20:52:00 +0000

• Update

  Further update received from carrier: We are currently experiencing a national network fibre break which is impacting Voice and Data connectivity services. Customers will be experiencing voice connectivity and call quality issues due to the congestion as a result of the fibre break. Engineers are currently working to identify the actual cause of the fibre break at the moment whilst in parallel we are working to review alternative traffic routing measures to restore connectivity and alleviate traffic congestion.

  We apologise to all our customers for the impact caused by this issue. We will post further updates as we receive them.

  » Updated Fri, 31 Jan 2020 17:57:00 +0000

• Investigating

  There is currently a major national outage affecting many customers across the UK. The carrier is working on identifying and resolving the problem and have advised they expect to issue a further update by 1700.

  » Updated Fri, 31 Jan 2020 16:11:00 +0000