Giacom Connectivity incident
BB Testing Service Outage
Resolved after 5 hours 40 minutes, on August 21, 2026.
The issue affecting the Knowledge Based Diagnostics (KBD) testing service has now been resolved. Diagnostic testing services have returned to normal operation, and users should now be able to: Run diagnostic tests via the Cloud Market Portal Perform diagnostic testing through supplier portals Complete broadband fault diagnostics and troubleshooting activities as expected Technical teams have confirmed that service has been restored and will continue to monitor the platform to ensure ongoing stability. We apologise for any inconvenience caused during this incident and thank you for your patience while the issue was investigated and resolved.
Update timeline
- investigating Aug 21, 2026, 09:40 AM UTC
We are currently aware of an issue affecting the Knowledge Based Diagnostics (KBD) testing service. As a result: Customers are currently unable to run diagnostic testing through the Cloud Market Portal. Giacom agents are also unable to perform diagnostic testing via supplier portals. This may impact fault diagnosis and troubleshooting activities for broadband and connectivity services. The issue has been identified, and the relevant technical teams are actively investigating to restore the service as quickly as possible. We apologise for any inconvenience caused and will provide further updates as more information becomes available.
- monitoring Aug 21, 2026, 10:32 AM UTC
We are continuing to monitor the issue affecting the Knowledge Based Diagnostics (KBD) testing service. We are now seeing services begin to return to normal, with diagnostic testing becoming available for some users through the Cloud Market Portal and supplier portals. However, the service has not yet been fully restored, and some users may continue to experience intermittent issues when attempting to run diagnostic tests. Technical teams remain actively engaged and are monitoring the situation closely while the remaining issues are investigated and resolved. We appreciate your patience and will provide further updates as soon as additional information becomes available.
- resolved Aug 21, 2026, 03:21 PM UTC
The issue affecting the Knowledge Based Diagnostics (KBD) testing service has now been resolved. Diagnostic testing services have returned to normal operation, and users should now be able to: Run diagnostic tests via the Cloud Market Portal Perform diagnostic testing through supplier portals Complete broadband fault diagnostics and troubleshooting activities as expected Technical teams have confirmed that service has been restored and will continue to monitor the platform to ensure ongoing stability. We apologise for any inconvenience caused during this incident and thank you for your patience while the issue was investigated and resolved.
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