Exa Outage History

The root cause was identified as an issue with one of our GeoDNS services running in Manchester. The service has been rebooted and is fully operational again.

Type: Maintenance Duration: 2 hours and 10 minutes Affected Components: Physical FortiGate Firewalls Apr 23, 18:00:00 GMT+0 - Identified - On Thursday, 23rd April at 7 pm, we will be upgrading all of the Exa-managed physical FortiGate firewalls to a newer stable release. The work is being carried out to ensure we maintain our high standards and keep the firewalls on the latest OS release. Our Networking team will carry out the work and ensure that all firewalls are back online and running following the maintenance. If you have any issues following this work, please call our Helpdesk on 0345 145 1234, and the team will be happy to help. Apr 23, 15:49:40 GMT+0 - Completed - Our engineering team has decided to postpone this work for a later date to be scheduled in. We apologise for any inconvenience this may have caused and will provide sufficient notice for when the works will be carried out.

Type: Maintenance Duration: 1 minute Affected Components: Leased Line, ADSL/FTTC/FTTP, Darklight Apr 10, 19:00:00 GMT+0 - Identified - Our engineering team has been made aware of a zero-day vulnerability affecting MikroTik devices. Due to the potential risk, we will be rolling out an emergency security patch to ensure customers are not exposed to this vulnerability. The firmware upgrades will take place between 20:00 and 22:00\. Affected customers will experience a short period of downtime during this window while devices reboot onto the new firmware image. We apologise for the short notice and any inconvenience caused, and thank you for your understanding as we work to ensure we provide the reliable and secure service you expect. Apr 10, 19:00:01 GMT+0 - Completed - All services have been restored after the maintenance work and there have been no issues identified. If you see any issues following this maintenance work please contact our Support Team via email at [[email protected]](mailto:[email protected]) or call 0345 145 1234.

Type: Incident Duration: 15 days, 1 hour and 54 minutes Affected Components: ExaCube Apr 9, 09:29:23 GMT+0 - Identified - We are currently experiencing an issue affecting ExaCube customers. If you are affected, you may encounter certificate errors when accessing HTTPS websites. We are in the process of contacting all affected customers directly. However, if you believe you are impacted and have not yet been contacted, please reach out to our Support Team on 0345 145 1234. Apr 13, 08:00:00 GMT+0 - Monitoring - New certificates have been issued to affected customers, and most services have been restored. We are completing the remaining rollout. A Reason for Outage (RFO) will be available to affected customers in due course. If you are still experiencing issues, please contact our Support Team on [0345 145 1234](tel:03451451234). Apr 24, 11:22:54 GMT+0 - Resolved - After monitoring the issue over the last 11 days, we are happy the issue has been fully resolved. A Reason for Outage (RFO) will be available next week. If you would like a copy and have not yet requested one, please contact the Helpdesk and we will ensure a copy is sent to you.

Type: Incident Duration: 9 minutes Affected Components: ADSL/FTTC/FTTP Mar 18, 09:15:46 GMT+0 - Identified - We have identified an issue that is affecting some of our SoGEA and FTTP customers, which is preventing them from accessing the internet. We are currently rolling out a fix and once this has been completed, a further update will be posted. Mar 18, 09:24:50 GMT+0 - Resolved - The fix that was implemented has resolved the issue. If you are still experiencing internet access problems, please restart your router in the first instance. If that does not restore your connection, contact our Support Team at 0345 145 1234 for further assistance.

Type: Maintenance Duration: 7 hours and 23 minutes Mar 5, 09:44:00 GMT+0 - Identified - We are upgrading our status page infrastructure this Thursday, March 5, 2026, to provide a more reliable experience. What you need to know: Seamless Transition: You don’t need to do anything. Your email subscription and chosen notification categories will carry over automatically. Same URL: The web address remains the same, though you may notice a fresh new look. New Sender Info: Notifications may now come from instatus.com or status.exa.net.uk. Action Required: When the transfer is complete this Thursday, you will receive an automated signup email. Please check your spam folder to ensure these emails are whitelisted and you continue to receive timely updates. Mar 5, 09:47:40 GMT+0 - Identified - The maintenance has been started Mar 5, 17:10:25 GMT+0 - Completed - Welcome to the new Status page!

Type: Incident Affected Components: Leased Line, Core Network, Quantum / Quantum + Filtering, ADSL/FTTC/FTTP, Darklight Feb 24, 08:53:00 GMT+0 - Investigating - We are aware of the slow internet speeds affecting usage. Our engineers are currently investigating the issue, and we will provide an update shortly. We apologise for any inconvenience this may cause. Feb 24, 10:17:52 GMT+0 - Resolved - Connectivity should be back to normal. Any issues with connectivity, please contact our helpdesk on 0345 145 1234 Feb 24, 08:56:52 GMT+0 - Investigating - We have identified the root cause of the issue and have resolved it. We can see things are settling, but we'll continue monitoring. Please contact our helpdesk if you are still experiencing downtime or slow speeds on 0345 145 1234

Type: Incident Affected Components: Darklight Feb 16, 22:25:00 GMT+0 - Investigating - Customers affected are currently offline. The fault is affecting the same customers as a recent previous outage. The issue has been raised with the affected supplier. Feb 19, 11:37:42 GMT+0 - Resolved - All affected circuits have now been restored and the service is fully operational. Feb 18, 10:13:09 GMT+0 - Investigating - Following the arson attack, the suppliers have migrated this outage into an emergency maintenance window that will run from now until 19:00 on Thursday, 19th February. We have seen some of the affected circuits come back online, but these circuits could drop again during the maintenance window as the suppliers work to repair the damaged fibres. We will provide further updates as soon as we have them. Feb 17, 10:39:58 GMT+0 - Investigating - The suppliers have confirmed that the current outage is in relation to an arson attack that has again caused significant damage to the fibres in the location. We have identified all affected customers and made contact with them. If you are offline and you have not had a call from Exa, please call us on 0345 145 1234, and the Helpdesk team will be happy to assist. They have engineering teams on site and they are working to identify and respliace any affected fibres as efficiently as they can. We will provide further updates as soon as we have them. We apologise for any inconvenience this outage will cause you and your customers.

Type: Incident Affected Components: Darklight Feb 4, 08:49:00 GMT+0 - Investigating - We are aware of an issue that will be affecting a few of our DarkLight conectivity customer in Bradford, Leeds and the Sheffield Region. Our Networking team are investigating, and we will provide a further update as soon as we have any more information. Feb 6, 09:30:38 GMT+0 - Resolved - The incident has been resolved Feb 6, 09:23:11 GMT+0 - Investigating - The supplier has completed repairs to the affected fibres and services are operating normally. At this stage no further impact is expected but there remains a possibility of follow up activity during their 48 hour maintenance window. Feb 5, 08:34:31 GMT+0 - Investigating - The suppliers have been working overnight and are continuing to identify and replace any fire-damaged cables, but due to the amount of damage, it will take them some time for the engineers to be able to replace and resplice all affected cables. We will provide further updates as soon as we get more information. Feb 4, 17:32:51 GMT+0 - Investigating - Our suppliers have just provided an update to let us know they are enforcing a 48-hour emergency maintenance window, starting at 8 pm this evening, to allow the teams sufficient time to fully replace the damaged fibres. As a result of this work, they have advised that some connections that have not been affected already will go down when the fibres are cut and replaced. We will monitor the connections and provide further updates over the next 48 hours. W Feb 4, 15:29:46 GMT+0 - Investigating - The suppliers are continuing their efforts to repair the fire-damaged cables and will be onsite till the work has been completed. We are sorry for any inconvenience this will be causing you, and we will provide further updates as we get them. Feb 4, 12:22:48 GMT+0 - Investigating - The suppliers have advised that the fibre damage has been caused by a Fire. They need to replace a length of fibre, after which they will proceed to splice the new fibres. They have multiple engineering teams on site, who will be working in rotation until they have confirmed all affected services are back online. We will continue to liaise with the suppliers and provide any further updates as soon as we have any more information. Feb 4, 09:52:00 GMT+0 - Investigating - We have identified and resolved the issue for our Leeds customers, but we do still have an outage for our Bradford DarkLight customers, and a singular connection is still affected in Sheffield. The issue within Bradford has been linked to a fibre break that our suppliers are aware of and now have engineers on site working to fix the issue. We will provide further updates as we have them.

Type: Incident Affected Components: Darklight Feb 3, 15:46:00 GMT+0 - Investigating - We are aware of an issue that will affect our DarkLight connectivity customers in the Sheffield region. Customers will currently be offline, with the outage starting at 15:46. Our Networking team have escalated this with our supplier, and we will provide a further update as soon we have any more information. Feb 3, 17:37:30 GMT+0 - Investigating - We have seen from our monitoring that the affected circuits in Sheffield are all back online. We will continue to monitor and work with the supplies if we see any change. We're sorry for any inconvenience this afternoon's outage may have caused you.