VM Outage Lease lines

Update timeline

1. investigating Sep 09, 2026, 10:07 AM UTC

   Good Morning We currently aware of an Outage on Virgin Media lease lines We currently raising this VM and investigating Update will follow in the next hour

2. investigating Sep 09, 2026, 10:47 AM UTC

   Latest update: VM remote engineers are performing checks to diagnose the issue on the loss of connectivity to the transmode device. They're booking a Field Engineer to visit site and to carry out checks to pinpoint the issue. Next update by 1pm.

3. investigating Sep 09, 2026, 11:43 AM UTC

   Case ID: 23666467 Impact change: no Current update: Carrier teams are engaged to investigate the fibres issue. The Network Engineers have been assigned POA to perform fibre checks on the impacted links at Canning town and Haringey TM Sites. The Network Engineer is starting fibre checks at Canning Town to get measurements readings of the fibres on the line fibres and pinpoint the issue A Second Network Engineer has been booked to assist with fibres testing with an ETA of 12:30 to Haringey HubSite. Next update due, (default hourly): Within 60mins or 2pm.

4. identified Sep 09, 2026, 12:48 PM UTC

   Impact change: Yes (Identified) Engineer have checked the Networks alarms on the core connectivity and data links related to the loss on the Canning Town and Haringey Transmode devices and we are not currently observing further loss. VM are continuing to monitor the links for any additional Network impact. The Networks Engineers have performed Testing at both HubSites and the readings measurements show a fibre break at 7.5km in the joints located on the line fibres towards Canning Town Next update due, (default hourly): Within 60mins or 2pm.

5. identified Sep 09, 2026, 01:36 PM UTC

   Impact change: No Carrier has advised that engineers are troubleshooting further, at this time, a fibre break has been identified and additional engineers are en route to the fault site to start splicing procedures. Next update due, (default hourly): Within 60mins or 4pm.

6. identified Sep 09, 2026, 02:42 PM UTC

   Impact change: No The Networks Engineers have reached to Dispatch Planning Team to get an update on ERS Crew ETA to Whitechapel site and due to traffic in Central London the ETA has been pushed back to 15:30 for meeting with the Engineers and progress with testing as defined in POA. Next update due, (default hourly): Within 60mins or 5pm.

7. identified Sep 09, 2026, 03:52 PM UTC

   Impact Change: No The Networks Engineers and ERS Crew have arrived at the Poplar joint location and they have set up the fibres to perform testing with Visible light. The Design schematics are being sought with Networks Team to check the Transmode connectivity specifications on the line fibre and.to correlate with the Engineers findings. Next update due, (default hourly): Within 60mins or 6pm

8. monitoring Sep 09, 2026, 04:43 PM UTC

   Impact Change: No The carrier's network engineers and specialist splicing crew are on site and have set up the fibres for testing. The carrier is also retrieving its network design records to cross-check the engineers' findings against the affected route. Next update due, (default hourly): Within 60mins or 6pm

9. monitoring Sep 09, 2026, 05:43 PM UTC

   Impact change: No. Carrier engineers are still red lighting the fibres to pin point the damage, A further engineer has joined to help expedite this. Next update due, (default hourly): Within 60mins or 8pm

10. monitoring Sep 09, 2026, 06:44 PM UTC

    Impact change: No. Carrier engineers are still in the process of splicing a large amount of cabling. Due to the length of the cabling required, they are ascertaining spares around the area. Please note, due to resourcing issues, updates may not by as frequent. Next update due, (default hourly): by 9pm

11. monitoring Sep 09, 2026, 07:38 PM UTC

    Impact change: No. Case ID: 23666467 One Network Engineer has relocated to VMO2 Canning Town, arriving at 18:46. As of 18:51 the Splicer was checking the fibres individually. Testing for fibres remains ongoing at the current time with Network Engineers at Dalston and Canning Town and the Splicer at the Whitechapel Road joint. Next update due, (default hourly): by 10pm

12. monitoring Sep 09, 2026, 08:57 PM UTC

    Impact change: No. Case ID: 23666467 Virgin Media engineers continue to work on splicing the fibres. Work has also started on preparing the replacements where needed. No ETA at this time. Next update due, (default hourly): by 11pm

13. monitoring Sep 09, 2026, 09:46 PM UTC

    Impact change: No. Case ID: 23666467 New useable fibres have been located and proven at VMO2 Dalston by the first Network Engineer. The Second Network Engineer and Splicer are proving useable working fibres from Canning Town to splice onto the joint. Next update due, (default hourly): by 00:00

14. monitoring Sep 09, 2026, 11:00 PM UTC

    Impact change: No. Case ID: 23666467 Engineers are still proving fibres to splice into the joint and fully start repairs. Due to the complexity of the breaks, distance and location, there is no ETA on this repair as yet. Next update due, (default hourly): by 01:00

15. investigating Sep 09, 2026, 11:16 PM UTC

    Impact change: No. Case ID: 23666467 Current Update: At 22:05 the Network Engineer at Canning Town advised that 3 of 4 fibres leaving the site had been located but that the fourth was still being searched for. The ERS Splicer requested a second splicer attend to assist with the search. It was confirmed that the second Splicer was on site, they will now assist with locating the fourth fibre. Next update due, (default hourly): by 01:00

16. investigating Sep 10, 2026, 12:03 AM UTC

    Impact change: No.Case ID: 23666467 Current Update: No further updates at this time Next update due, (default hourly): by 02:00

17. investigating Sep 10, 2026, 01:12 AM UTC

    Impact change: No. Case ID: 23666467 Current Update: The Network Engineer at Canning Town reported at 00:33 that the fibres from Canning Town had been identified, however, two fibres were found to be broken within the tube. Spare fibres were then sought at joint. Network Engineer advised that joint is in extremely poor condition, with exposed tubes. As a result, the Splicers are required to work with extreme care to avoid disturbing the remaining fibres. One spare fibre had been located, and they were continuing to search for the second spare fibre. The fibres originating from VMO2 Dalston have been identified within the joint, and once the final spare fibre has been located, repair work can commence. Next update due, (default hourly): by 03:00

18. identified Sep 10, 2026, 02:11 AM UTC

    Impact change: No. Case ID: 23666467 Current Update: No further updates as VM advised next update would be at 4am, However, all circuits were seen to come back up on our monitoring system around 02:32am. As we are still awaiting the next update from VM, we would still advise all partners at this stage to consider all circuits at risk until official notification is received from Virgin Media. Next update due, (default hourly): by 04:00

19. resolved Sep 10, 2026, 02:57 AM UTC

    Impact change: No.Case ID: 23666467 FINAL UPDATE: At 02:26, the Network Engineer at Canning Town advised that all splicing work had been completed and requested that B2B Wholesale confirm service restoration. Services were confirmed as restored at 02:26. This will be the final communication for this incident. Next Update: No Further Updates