Jul 13, 2025 | Unplanned downtime
We are aware of an issue affecting BT Wholesale based broadband connections – this is being worked on and we hope to have an update shortly
[update 14/7/2025 0:05]
We are seeing sessions re-connect now – there seems to be an issue affecting one of the BT Hostlinks which we will continue to identify – however short term we have pushed sessions over the redundant pair of links in a second location – we are seeing sessions come back. We will update as we know more
May 28, 2025 | Unplanned downtime
We are aware of an issue affecting a small number of leased lines. We believe this is an issue with the carrier and have raised a case with them to investigate.
We saw the lines initially flap and some are now hard down. We will update this as soon as we have further information
[Resolved 28/05/2025 18:30]
This issue was resolved at approx 18:30 on 28/05 after some emergency planned works. We will continue to investigate the root cause and update affected customers as soon as possible
Mar 12, 2025 | Outages
We are aware of an issue affecting CityFibre lines – this appeared to start about 2:30am and some lines are seeing increased latency and Packet Loss causing slowness and drop outs on the lines.
Cityfibre have accepted our report and a Major Service Issue has been raised their side. They are working hard to identify and resolve the issue. We will update this post as soon as we know more
We apologise for the issues here and will ensure this is resolved as quickly as possible
Dec 18, 2024 | Outages
We have become aware during the day of an increasing number of drop outs on one of our Virgin Media Bearers which provides service for approx 30 leased lines. Virgin are aware of this and are actively working to identify and resolve the fault. Note this does not affect all lines just those terminating on the affected handover in Huntingdon. Note lines are not hard down but we are seeing multiple drops for 30-90 seconds.
We will update this as we have a further update
[Update 22/12/2024]
Virgin Media have been working to resolve this issue – however we are still seeing ongoing drops on this line. There was a longer outage earlier today to swap out a number of cross connects and cards – however we are still seeing very brief drops on this link. Virgin Media are performing more work this evening to investigate the cause here and we will update more as soon as we know more.
[Update 23/12/24]
Virgin replaced some kit in one of their POPs last night however the issue is still ongoing with 5-10 second drops on links on one of our backhaul links (note this only affects a sub-set of our circuits). Virgin have asked for an extended downtime to perform a full end to end test. Given this issue only occurs every hour or so the downtime is likely to be 2-3 hours and will take place from 10pm this evening. We have also asked Virgin Media if we can move some of the single homed lines to an alternative handover while this is investigated. We will update further as we have it
[update 24/12/24 – 9:30]
Virgin completed their work overnight – however the issue still occured after this – this has been escalated back to Virgin Media who are currently working on the next steps to restore stability. We will have a further update by 11:30am
[update 24/12/24 11:00]
We are aware these lines have just dropped and are awaiting an update from Virgin. We are aware they are looking to revert last nights change given that this has not resolved the issues. We have pushed for an update and will update this as soon as we have it. As I type this I can see the service has just come back – we will update this further as we have it. Expect the next update by 13:00 at the latest
[update 24/12/24 13:00]
Virgin Media have moved this circuit to a new card / hardware just before 11am and then reverted last nights change at 11:50 which caused the longer drops this morning, We have not seen any further drops seen but both Virgin and ourselves are keeping a close eye on this. We will update again by 16:00 if there is no news or developments before then
[update 24/12/24 13:20]
Virgin have now confirmed they have completed their changes on this line for now and they and we are monitoring this for stability. We will update at 18:00 if there are no changes or drops. Virgin are keeping th fault open for a number of days to ensure this stays stable
[update 24/12/24 16:20]
The link has remained stable since just before midday. Both Virgin and ourselves continue to monitor this closely for any further drops. We will update this by 20:00 unless there are any significant changes
[update 24/12/24 19:00]
The link has remained stable since just before midday. Both Virgin and ourselves continue to monitor this closely for any further drops. We will not provide any further updates until 27/12 unless there is any significant change however we will be monitoring the link closely
[update 27/12/24 07:00]
The link has remained stable since the change by Virgin Media just before midday on the 24th. We are waiting for the RFO from Virgin but believe this issue is now resolved. Sorry for any issues this may have caused
Oct 23, 2024 | Planned Work
We have been advised that Virgin are looking to perform an update at their Manchester POP which will affect most services that are connected to our Manchester Bearers. In most cases our services connect to two Bearers so the service will auto fail-over. However some services are single homed to this site only and will be down for the downtime window – which is scheduled from midnight to 6am.
We will be closely monitor the affected lines and update if we see any unplanned issues from this
We apologise for any issues caused by this
Oct 18, 2024 | Planned Work
We have been advised by Sky that they will be performing work on one of our Interconnects with them at Telehouse West on the early hours of the 23/10/24
Most Lines have dual NNI config and will swap over to the backup leg however come don’t have this so will be down during the Sky network work
We will be monitoring this work and update if we see any issues and on completion
We are sorry for any possible issues here
Oct 18, 2024 | Planned Work
We have been made aware of a Fibre repair by our provider that will affect one of the core links to our Huntingdon Data Centre from London.
The work is scheduled from 11pm on the 16th November until 2pm on the 17th. This work will not have any impact on our services as we do have resilient routes not impacted.
This does however reduce the resilience at both Manchester and Huntingdon and therefore the sites should be considered at risk.
We will be closely monitoring throughout the work and update once it completes or if there is any impact noticed
[Update – Date Change]
Virgin have changed the date for this work to 16th November – 17th November
Sep 10, 2024 | Information, Update
One of the two links to our Slough Data Centre is currently down – it dropped overnight. The Data Centre has dual resiliant links so at this point service is not affected – however services at this Data Centre should be considered at risk.
The team have reported this issue to the fibre provider and we will update as we hear back
We will update this by 10am at the latest
[Update 8:10am]
Our fibre provider have acknowledged our case and have dispatched engineers to one of the Data Centres – current ETA for them to arrive is just after 10am.
[update 14:00]
Our Fibre Provider has completed OTDR testing on the fibre span and can see no fault on the fibre span – but have stated that the Data Centre Cross connect may be at fault. As such a case has been raised to have this checked. We will update on this as soon as we have it
Sep 2, 2024 | Outages, Unplanned downtime
We are aware of an outage affecting multiple OFNL based connections starting at approx 9:48 – we are awaiting an update from OFNL on the cause as this appears to be an issue on their network as opposed to ours.
We will update this as we know more
[Update 12:30]
We have started to see connections restore and the OFNL site itself is now back up. We have been informed that they have worked round the issue – however there may be a reduction in network capacity (and therefore some slow speeds) while work continues to fully resolve the issue
We will continue to update this post as we know more
[Resolved 14:30]
We have been monitoring the service all afternoon and can confirm that since we saw the service restore approx 12:30 we have not seen any further issues. OFNL have also confirmed the fault is cleared from their side. We & they are sorry for the issues that affected our customers today
Aug 8, 2024 | Planned Work
The supplier of one of our 10G Core links has advised us of a emergency planned works to resolve an issue with a fibre joint in their network overnight between 10pm on the 9th August and 12 midday on 10th August
During this window one of our links between Huntingdon and Manchester will be down. Both sites have resilient links – however with reduced resilience connectivity to these locations should be considered at risk.
We will be closely monitoring our network during this window and will update this post if we see any issues
