Exa Outage History

Started Nov 03, 2026, 09:56 AM UTC· resolved Nov 03, 2026, 04:11 PM UTC

1. monitoring Nov 03, 2026, 09:56 AM UTC

   From our monitoring, we have identified that our core network link between London and Manchester has dropped. All traffic has automatically reconverged via other network routes, and no customer-facing services are showing any issues. We are marking the core network as 'At Risk ' until the main link is restored. Our Networking team have escalated this to the suppliers to investigate. Please contact the Helpdesk on 0345 145 1234 if you experience any issues.

2. monitoring Nov 03, 2026, 10:40 AM UTC

   The suppliers have identified a fibre break in the Manchester region as the root cause of the drop. They have engineering teams en route to resolve this, and we are due our next update at midday.

3. monitoring Nov 03, 2026, 11:58 AM UTC

   Engineers are now on-site and working to restore the service as soon as possible. We are due a further update at 2 pm.

4. resolved Nov 03, 2026, 04:11 PM UTC

   The affected fibre has been fixed and the service came back as of 14:48. Following a period of time, we are happy that the line is operation and running correctly. This status will now be closed.

Read the full incident report →

Started Oct 30, 2026, 08:30 AM UTC· resolved Oct 30, 2026, 10:17 AM UTC

1. investigating Oct 30, 2026, 08:30 AM UTC

   We are aware that some customers are currently unable to access the internet when using the SurfProtect Proxy service this morning. The issue is related to a single SurfProtect server, and our Services team are currently working to resolve this. We will provide further updates as soon as we have them.

2. resolved Oct 30, 2026, 10:17 AM UTC

   Our Services team have now resolved the issue with the affected SurfProtect server, and all customers will be able to access the internet again. We are sorry for any inconvenience this has caused you this morning.

Read the full incident report →

Started Oct 22, 2026, 02:59 PM UTC· resolved Oct 22, 2026, 02:59 PM UTC

1. resolved Oct 22, 2026, 02:59 PM UTC

   As you may have seen, there were some critical security vulnerabilities identified relating to PHP that were announced over the last couple of days. We want to assure our customers that any service managed by Exa has been patched and is not vulnerable. If you run a service managed by yourselves that utilises PHP, then we would advise that you install the latest security updates as soon as possible.

Read the full incident report →

Started Oct 09, 2026, 01:11 PM UTC· resolved Oct 10, 2026, 06:07 PM UTC

1. identified Oct 09, 2026, 01:11 PM UTC

   We are aware of an issue that is affecting our DarkLight connectivity customers in the Sheffield region at the moment. Our Networking team are investigating and has logged this with the suppliers. We are sorry for any inconvenience this will be causing, and we will update this status as soon as we have any updates.

2. investigating Oct 09, 2026, 03:37 PM UTC

   Our Suppliers are continuing to investigate the issue, and we will update the status with more information as soon as we can.

3. investigating Oct 09, 2026, 06:26 PM UTC

   The suppliers have dispatched an engineering team to the affected data centre(s), and we will provide a further update following this visit.

4. monitoring Oct 10, 2026, 06:53 AM UTC

   Our Suppliers have been working through the night and have restored the affected fibre. From our monitoring, we can see the link has come back up, and all affected customers will be back online again. If you are still offline, please call our Helpdesk on 0345 145 1234 and the team will be happy to assist. We are sorry for the inconvenience this has caused.

5. identified Oct 10, 2026, 03:44 PM UTC

   We have seen our Sheffield backhaul link drop again through our monitoring and we have contacted our supplier who are now liaising with the engineering team onsite to resolve this. We are sorry for any inconvenience this will be causing, and we will update the status as soon as we have any updates.

6. resolved Oct 10, 2026, 06:07 PM UTC

   The supplier has repaired the affected fibre with a new fibre splice. All affected services will now be back online.

Read the full incident report →

Started Sep 16, 2026, 08:38 AM UTC· resolved Sep 16, 2026, 12:00 PM UTC

1. identified Sep 16, 2026, 08:38 AM UTC

   Our CRM provider is currently experiencing intermittent issues, causing sporadic downtime on our ticketing system. Tickets are still being logged and will be processed between periods of downtime. If anything needs urgent attention, please call us on **0345 145 1234**

2. resolved Sep 16, 2026, 12:00 PM UTC

   We have received confirmation that these issues have now been resolved.

Read the full incident report →

Started Aug 19, 2026, 08:31 AM UTC· resolved Aug 19, 2026, 01:14 PM UTC

1. investigating Aug 19, 2026, 08:31 AM UTC

   We've identified an issue affecting customers using ExaCube. Our engineering team are actively investigating. We will provide more information as soon as we have it. We apologise for any inconvenience caused.

2. identified Aug 19, 2026, 10:26 AM UTC

   We've identified that the issue was caused by a back end service, we are in the process of moving ExaCube customers to a back up platform to restore connectivity. Apologies for any inconvenience caused.

3. monitoring Aug 19, 2026, 10:39 AM UTC

   This issue is now resolved and we are monitoring the service, please get in touch with our support team via 0345 145 1234 if you are still experiencing any problems.

4. resolved Aug 19, 2026, 01:14 PM UTC

   After monitoring we're happy to resolve this incident. If you are still experiencing any issue please get in touch with our support team 0345 145 1234.

Read the full incident report →

Started Aug 17, 2026, 09:00 AM UTC· resolved Aug 17, 2026, 12:58 PM UTC

1. investigating Aug 17, 2026, 09:00 AM UTC

   We've identified an issue affecting customers using ExaCube. Our engineering team are actively investigating. We will provide more information as soon as we have it. We apologise for any inconvenience caused.

2. monitoring Aug 17, 2026, 10:05 AM UTC

   This issue is now resolved, please get in touch with our support team via 0345 145 1234 if you are still experiencing any problems.

3. resolved Aug 17, 2026, 12:58 PM UTC

   After monitoring we're happy to resolve this incident. If you are still experiencing any issue please get in touch with our support team 0345 145 1234.

Read the full incident report →

Started Jul 06, 2026, 07:28 AM UTC· resolved Jul 07, 2026, 09:54 AM UTC

1. investigating Jul 06, 2026, 07:28 AM UTC

   We are investigating an issue that may be causing connectivity and SurfProtect issues for some of our customers. Our Services team is investigating, and we will provide further updates as soon as we have them.

2. identified Jul 06, 2026, 07:34 AM UTC

   The outage seems to be related to a partial switch failure in our London data centre. We are seeing some services being restored, but we are still investigating. Further updates to follow.

3. monitoring Jul 06, 2026, 07:55 AM UTC

   Our Services team has rerouted the traffic away from the affected switch, and all affected customers should be back online. Our Services team will continue to investigate. If you are still having issues, please call our Helpdesk on 0345 145 1234, and the team will be happy to assist.

4. identified Jul 06, 2026, 08:34 AM UTC

   Following the issues with the switch this morning, we are aware that some ExaCUBE/SurfProtect Evolution customers are still having trouble getting online. Our Services team are working to resolve this as soon as possible. We will provide further updates as soon as we have any more information.

5. monitoring Jul 06, 2026, 11:57 AM UTC

   All affected customers should now be online and able to access the internet again. Our Services team are still working to fully resolve the issues. We are continuing to monitor the services, and they will be classified as at risk until this status is formally closed, as there may be intermittent disconnections.

6. monitoring Jul 07, 2026, 09:01 AM UTC

   Our Services team has tested a fix overnight, and we are now in the process of deploying this to all ExaCUBE devices. We do not anticipate there will be any extended downtime for customers, even prior to the fix being rolled out. This status will remain open until we have deployed the fix and monitored it for a period of time. Thank you for your patience and understanding whilst we have been working hard to resolve it for all affected schools. If you do encounter any issues today, please call the Helpdesk on 0345 145 1234, and the team will be happy to assist.

7. resolved Jul 07, 2026, 09:54 AM UTC

   This incident has been resolved. The root cause of the outage was patched this morning, and all affected customers are back online.

Read the full incident report →

Started May 18, 2026, 01:04 PM UTC· resolved May 18, 2026, 01:11 PM UTC

1. investigating May 18, 2026, 01:04 PM UTC

   We are aware of an issue that will be affecting some of our non-Surfprotect customers who have a SoGEA or FTTP connection. Our Services team is working to resolve this as soon as possible. We will provide further updates as soon as we have them.

2. resolved May 18, 2026, 01:11 PM UTC

   Our Services team have migrated the affected customer to an alternative LNS, and all affected customers should now be back online. If you are still offline, please reboot your router, and if this fails to bring your connection back online, please call the Helpdesk on 0345 145 1234, and the team will be happy to assist.

Read the full incident report →

Started May 18, 2026, 09:05 AM UTC· resolved May 18, 2026, 09:41 AM UTC

1. identified May 18, 2026, 09:05 AM UTC

   We are aware of an issue that will be affecting some of our DarkLight customers in Leeds. Our Networking team will be working with the suppliers to get this rectified as soon as possible. We will provide further updates as soon as we have them.

2. monitoring May 18, 2026, 09:41 AM UTC

   From our monitoring, we have seen the affected services come back online. We will continue to monitor the situation and leave this status open until we are happy the issue has been fully resolved.

3. resolved May 18, 2026, 09:41 AM UTC

   We are happy the issue has been fully resolved, and we will now be closing this status. If you are still experiencing any issues, please call our Helpdesk on 0345 145 1234, and the team will be happy to help.

Read the full incident report →

Started Apr 24, 2026, 06:56 AM UTC· resolved Apr 24, 2026, 08:35 AM UTC

1. investigating Apr 24, 2026, 06:56 AM UTC

   We have received multiple reports of customers being unable to access the internet when they have the AD proxy set on their device. Our Services team are investigating, and we will provide more information as soon as we have it.

2. identified Apr 24, 2026, 07:11 AM UTC

   This issue is affecting all proxy services, and our team are investigating this. Further updates will be posted.

3. investigating Apr 24, 2026, 07:32 AM UTC

   We rerouted traffic from the affected proxy server, resolving internet access issues. Our team is investigating the issue, but currently, all affected schools should be functioning. If problems persist, contact our Support team at 0345 145 1234\.

4. resolved Apr 24, 2026, 08:35 AM UTC

   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.

Read the full incident report →

Started Apr 10, 2026, 07:00 PM UTC· resolved Apr 10, 2026, 07:00 PM UTC

1. scheduled Apr 10, 2026, 07:00 PM UTC

   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.

2. completed Apr 10, 2026, 07:00 PM UTC

   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.

Read the full incident report →

Started Apr 09, 2026, 09:29 AM UTC· resolved Apr 24, 2026, 11:22 AM UTC

1. identified Apr 09, 2026, 09:29 AM UTC

   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.

2. monitoring Apr 13, 2026, 08:00 AM UTC

   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).

3. resolved Apr 24, 2026, 11:22 AM UTC

   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.

Read the full incident report →

Started Mar 18, 2026, 09:15 AM UTC· resolved Mar 18, 2026, 09:24 AM UTC

1. identified Mar 18, 2026, 09:15 AM UTC

   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.

2. resolved Mar 18, 2026, 09:24 AM UTC

   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.

Read the full incident report →

Started Mar 05, 2026, 09:44 AM UTC· resolved Mar 05, 2026, 05:10 PM UTC

1. scheduled Mar 05, 2026, 09:44 AM UTC

   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.

2. in progress Mar 05, 2026, 09:47 AM UTC

   The maintenance has been started

3. completed Mar 05, 2026, 05:10 PM UTC

   Welcome to the new Status page!

Read the full incident report →

Started Mar 03, 2026, 12:05 PM UTC· resolved Mar 05, 2026, 01:00 AM UTC

1. scheduled Mar 03, 2026, 12:05 PM UTC

   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.

Read the full incident report →

Started Feb 24, 2026, 08:53 AM UTC· resolved Feb 24, 2026, 10:17 AM UTC

1. investigating Feb 24, 2026, 08:53 AM UTC

   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.

2. investigating Feb 24, 2026, 08:56 AM UTC

   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

3. resolved Feb 24, 2026, 10:17 AM UTC

   Connectivity should be back to normal. Any issues with connectivity, please contact our helpdesk on 0345 145 1234

Read the full incident report →

Started Feb 16, 2026, 10:25 PM UTC· resolved Feb 19, 2026, 11:37 AM UTC

1. investigating Feb 16, 2026, 10:25 PM UTC

   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.

2. investigating Feb 17, 2026, 10:39 AM UTC

   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.

3. investigating Feb 18, 2026, 10:13 AM UTC

   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.

4. resolved Feb 19, 2026, 11:37 AM UTC

   All affected circuits have now been restored and the service is fully operational.

Read the full incident report →

Started Feb 04, 2026, 08:49 AM UTC· resolved Feb 06, 2026, 09:30 AM UTC

1. investigating Feb 04, 2026, 08:49 AM UTC

   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.

2. investigating Feb 04, 2026, 09:52 AM UTC

   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.

3. investigating Feb 04, 2026, 12:22 PM UTC

   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.

4. investigating Feb 04, 2026, 03:29 PM UTC

   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.

5. investigating Feb 04, 2026, 05:32 PM UTC

   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

6. investigating Feb 05, 2026, 08:34 AM UTC

   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.

7. investigating Feb 06, 2026, 09:23 AM UTC

   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.

8. resolved Feb 06, 2026, 09:30 AM UTC

   The incident has been resolved

Read the full incident report →

Started Feb 03, 2026, 03:46 PM UTC· resolved Feb 03, 2026, 05:19 PM UTC

1. investigating Feb 03, 2026, 03:46 PM UTC

   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.

2. investigating Feb 03, 2026, 05:37 PM UTC

   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.

Read the full incident report →

Started Jan 22, 2026, 11:16 AM UTC· resolved Jan 22, 2026, 12:51 PM UTC

1. investigating Jan 22, 2026, 11:16 AM UTC

   We are aware of a power outage in Halifax that is affecting our Halifax POP data centre. Our UPS's are keeping everything operational at the moment, but we expect to lose full power within the next 15 minutes due to the prolonged power outage. Details of the power outage can be found on the Northern PowerGrid status page using the following incident reference - INCD-735859-A https://www.northernpowergrid.com/power-cuts-map

2. investigating Jan 22, 2026, 11:41 AM UTC

   Northern PowerGrid has identified the cause of the power outage and is working to resolve this as quickly as possible. We will update this status as soon as there is any more information.

3. investigating Jan 22, 2026, 11:43 AM UTC

   From our monitoring, we have seen power restored to our POP. We will keep the status open until Northern PowerGrid closes down the outage on their side.

4. resolved Jan 22, 2026, 12:51 PM UTC

   Following a monitoring period, we are happy that full power has been restored and Northern PowerGrid has closed the outage. We will now close our Status, but if you are in the Halifax area and are still experiencing issues, please call our Helpdesk on 0345 145 1234, who will be happy to investigate.

Read the full incident report →

Started Jan 21, 2026, 09:00 AM UTC· resolved Jan 21, 2026, 11:52 AM UTC

1. investigating Jan 21, 2026, 09:00 AM UTC

   We are currently experiencing connectivity issues in the Birmingham area due to an outage by our supplier. Affected customers may experience connection drops approximately every 30 seconds. Our supplier's NOC team is actively investigating the issue, and we will provide updates as soon as more information becomes available.

2. investigating Jan 21, 2026, 10:26 AM UTC

   Our supplier has confirmed the issue lies within their core network, and they are working to resolve this as soon as possible. Currently, there is no ETA for the problem to be resolved, but we will continue to liaise with the supplier and provide further updates as soon as we have them.

3. resolved Jan 21, 2026, 11:52 AM UTC

   Our Suppliers have confirmed that the problem causing the drops seen earlier today has now been resolved. They will continue to monitor closely, but we will be closing the status now. If you are still experiencing an issue, please contact our Helpdesk on 0345 145 1234, and our team will be happy to investigate.

Read the full incident report →

Started Dec 18, 2025, 04:30 PM UTC· resolved Dec 19, 2025, 08:26 AM UTC

1. investigating Dec 18, 2025, 04:30 PM UTC

   Northern PowerGrid have a power cut in Halifax affecting our Point of Presence. This has caused a full outage to Darklight and Colo Customers at site. Their incident reference is Ref:INCD-725080-A and at 15:55 their last update informed us that they are working on it. We will advise of any further changes.

2. resolved Dec 19, 2025, 08:26 AM UTC

   INCD-725080-A was resolved by Northern PowerGrid at 6pm yesterday and all our systems came back online.

Read the full incident report →

Started Nov 25, 2025, 09:00 PM UTC· resolved Nov 25, 2025, 11:00 PM UTC

1. scheduled Nov 25, 2025, 09:00 PM UTC

   We will be carrying out some essential maintenance on Tuesday, 25th November, starting at 9 PM. During this maintenance window, all of our xDSL customers will lose connectivity. Each connection will be down for up to 15 minutes during this window. We are carrying out the work after 9 pm to minimise the impact it will have. If you have any critical reason why you cannot lose your xDSL connection on this date, don't hesitate to get in touch with our Helpdesk on 0345 145 1234 and let us know.

Read the full incident report →

Started Nov 17, 2025, 04:45 PM UTC· resolved Nov 17, 2025, 05:08 PM UTC

1. investigating Nov 17, 2025, 04:45 PM UTC

   We are aware of an issue that will be affecting our xDSL circuits. Our monitoring has highlighted the issue, and we are liaising with our supplier to find out what has happened. We will provide further updates as soon as we have any more information.

2. investigating Nov 17, 2025, 05:21 PM UTC

   We have seen all affected circuits now come back online. Our suppliers have confirmed the issue is on their end, and it has affected a large volume of circuits, not just Exa connections. They are currently investigating the root cause, and they will provide us with an update as soon as they can. We will continue to watch these circuits on our own monitoring platforms, and we will provide any further updates as we have them. If you are still struggling to get online, please call our Helpdesk on 0345 145 1234 and the team will be happy to assist.

3. investigating Nov 17, 2025, 08:32 PM UTC

   Following a period of stable connectivity and no further alerts or variations on our monitoring systems, we will be closing this status. We will continue to work with the suppliers to ensure the root cause is identified.

Read the full incident report →