Giacom Connectivity incident
Issue with Cloud Market Service Visibility
Resolved after 11 days 2 hours, on July 17, 2026.
Following investigation, the service was found to have self-restored without any intervention from Network teams. A full review of the Radius platform, supporting infrastructure, Linux environment, and core network did not identify any faults or service-impacting issues during the period in question. Analysis of the available data indicates that the error originated within the server-side application processing layer rather than from the format or content of the submitted request. At the time of reporting, a definitive root cause has not been identified. The service recovered before a fault condition could be isolated, and the available diagnostic information did not provide sufficient evidence to conclusively determine why the outage occurred. We apologise for any inconvenience caused and will continue to monitor the service as part of our ongoing investigations.
Update timeline
- investigating Jul 17, 2026, 07:37 AM UTC
We are aware of an issue currently affecting Cloud Market, where users are unable to view services. This issue has been identified and logged with our Platform Support team, who are actively investigating this. We are working closely with them to restore normal functionality as quickly as possible. We apologise for any inconvenience caused and will provide further updates as soon as more information becomes available.
- identified Jul 17, 2026, 08:56 AM UTC
An issue has been identified and is with the platform's team, who are working on a fix. We will update again within 1 - 2 hours. Apologies for any inconvenience caused.
- identified Jul 17, 2026, 10:57 AM UTC
This is still being investigated by the platform team as a P1 incident. We will update further in 1-2 hours.
- identified Jul 17, 2026, 12:21 PM UTC
The investigation is now focused on the network and platform components supporting the Radius service. Technical teams are actively investigating and working on the issue. We will provide the latest update in 1-2 hours.
- investigating Jul 17, 2026, 02:29 PM UTC
A potential issue is under investigation for system incompatibility. This continues to be worked on as a priority. Apologies for any inconvenience this is continuing to cause. We will update again within 1-2 hours.
- monitoring Jul 17, 2026, 03:39 PM UTC
Service has been restored, and errors are no longer being reported. The status of this incident has been changed to monitoring while the root cause is investigated. Further updates will follow within 5 working days.
- investigating Jul 24, 2026, 02:37 PM UTC
The root cause investigation is still ongoing under a problem management process. Further updates will be provided in 5 working days.
- resolved Jul 28, 2026, 09:38 AM UTC
Following investigation, the service was found to have self-restored without any intervention from Network teams. A full review of the Radius platform, supporting infrastructure, Linux environment, and core network did not identify any faults or service-impacting issues during the period in question. Analysis of the available data indicates that the error originated within the server-side application processing layer rather than from the format or content of the submitted request. At the time of reporting, a definitive root cause has not been identified. The service recovered before a fault condition could be isolated, and the available diagnostic information did not provide sufficient evidence to conclusively determine why the outage occurred. We apologise for any inconvenience caused and will continue to monitor the service as part of our ongoing investigations.
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