Giacom Connectivity had 29 outages in the last 2 years totaling 1964h 54m of downtime — averaging 1.2 incidents per month.
There were 29 Giacom Connectivity outages since August 20, 2025 totaling 1964h 54m of downtime. Each is summarised below — incident details, duration, and resolution information.
We have an open investigation looking into the Sky testing. A fault has been raised to investigate this issue. We will update further on Monday at 10:00
Sky testing is functional again in the portal allowing for testing and fault reporting. Apologies for any impact caused while the testing was unavailable.
Sky testing on Cloud Market is currently down preventing automated faults from being progressed. This prevents faults being raised by the API process and will need to be raised by the helpdesk manually so may cause some delays. Further updates will be provided by 12:00.
Sky have identified an incident that could be the cause of the testing failures. This is currently being investigated by Sky. We will provide further updates in the next 1-2 hours.
Sky testing is currently working again and testing has passed ok. We will continue to monitor and await further updates from Sky on the cause and fix implemented.
Sky's 3rd party ingress service had a failure following deployment of a new certificate to their production environment. This affected both Direct & Wholesale Sales and Service Journeys Sky Technology have rolled this back, which restored the service. A new certificate will be obtained and scheduled for future deployment prior to expiry.
As part of our ongoing investment in our platforms, we will be carrying out planned maintenance during a scheduled maintenance window of 7pm – 8pm where our systems will be unavailable. This work is part of our ongoing investment in the platform, enhancing the infrastructure that supports our services. We have built contingency plans into the maintenance activity, including comprehensive testing and the ability to revert the change if required. We appreciate your patience while we complete these essential platform improvements.
We are currently aware of issues with Access to BT Business Zone (BTWholesale.com) The portal is returning 404 or Proxy Error when attempting to log in. This has been reported to BT Wholesale as a critical incident and they are investigating
Access to BT Business Zone appears to be returning to normal. We are currently monitoring while awaiting confirmation from BT Further updates to follow
Portal access has remained stable and is operating as expected, no further issues reported
Monitoring has alerted us to multiple circuits down, upon investigation found the bearer on AR02.tn2 is down. Ticket has been raised to the suppliers to investigate further as no planned works notifications found.
The supplier's backend team are currently investigating the issue and will advise once they have more information.
The suppliers have advised that the bearer is impacted by ongoing core network issues. Field engineer's have been raised to attend both ends. Updates to follow.
The latest update from the suppliers advise that they suspect a fibre break in the Watford area, engineers currently onsite. Next update within 2hrs.
Latest update: Vodafone's UK Network Operations Centre has confirmed that a field engineer is currently onsite carrying out Optical Time Domain Reflectometer (OTDR) testing. Upon completion of testing, the engineer's findings will be reviewed and any required restoration activities to restore service will be shared along with applicable timings.
Latest update: The Vodafone field engineer's Optical Time Domain Reflectometer (OTDR) testing has confirmed a fibre break approximately 0.95 km from both ends of the circuit. Based on the test results, the fault has been localised to the junction of Bushey Mill Lane and Radlett Road in Watford. Vodafone Fibre Assure engineers have been mobilised and are currently en route, with an estimated arrival time of 06:20. In parallel, Vodafone's third line engineering teams have been engaged to investigate potential reroute options.
We have seen the bearer come back up and services restore. Latest update: Vodafone Fibre Assure engineers are currently onsite at the identified fibre break location in Watford and are carrying out initial testing ahead of restoration activities. In parallel, re-route activities for a priority customer has been successfully completed, with traffic confirmed as restored. Next Steps Vodafone's Customer Major Incident team remain engaged with their Fibre Assure teams and will continue to provide updates on the progress of the fibre break repair.
The carrier has confirmed the incident resolved and all affected services restored after fibre repairs completed and re-routing affected services back to original fibre.
We are currently investigating an issue affecting the Cloud Market Portal. Users may experience degraded performance, including slow response times and intermittent gateway timeout errors. This issue may also impact API performance, resulting in slower than expected response times for integrated services. Technical teams are engaged and actively investigating the cause of the issue. Service restoration efforts are underway, and we are monitoring the situation closely. We apologise for any disruption this may cause and appreciate your patience while we work towards resolution. Additional updates will be provided as they become available.
Remedial actions have been implemented to address the performance issues affecting the Cloud Market Portal. Service performance has improved, and we are no longer seeing the elevated levels of slow response times and gateway timeout errors previously reported. While services appear to be operating normally, we are continuing to closely monitor the platform to ensure stability is maintained. This includes monitoring API performance, which may also have been impacted during the incident. We apologise for any disruption caused and thank you for your patience while we worked to resolve the issue.
The issue affecting the Cloud Market Portal has now been resolved. Following the remedial actions implemented by our technical teams, service performance has remained stable throughout the monitoring period, and normal operation has been restored. During the incident, some customers may have experienced intermittent slow response times, gateway timeout errors, and reduced API performance. However, the overall impact was minimal, with the majority of users continuing to access services successfully. We apologise for any inconvenience caused and thank our customers for their patience while we investigated and resolved the issue.
Dear Partner, We are aware of an outage currently affecting leased line connectivity. We are currently carrying out inital investigations and will provide further information once this is available. Kind Regards,
Following an investigation, we can confirm that the reported outage was a false positive and no service impact has been identified. The incident has therefore been resolved, and no further action is required.
Both Cloud Market and Giacom backend systems went down at around 11:15 AM this morning, this looks to have been resolved but you may experience intermittent degradation of performance. We are monitoring the situation and will provide a further update by 1 PM this afternoon
We are still seeing intermittent degradation of performance for Cloud Market and our Platform Team are continuing to work on this. We will update you again by 3 PM this afternoon.
We are still seeing intermittent degradation of performance for Cloud Market and our Platform Team are continuing to work on this. We will update you again by 9 AM tomorrow morning
The degradation issue has been resolved
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.
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.
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.
Monitoring has alerted us to Colt circuits being down around Central London, it may be related to the already ongoing outage that started yesterday however we've requested confirmation from the supplier and will advise.
Please find latest update below as it appears the ongoing cooling issue at Colt's Marylebone site has caused them to shut the entire site: "The affected site has been safely shut down due to high temperatures to protect equipment and infrastructure. As a result, services hosted on the affected devices at site are impacted and will be temporarily unavailable. The Colt resolution team continues to engage with the vendor regarding the temporary cooling unit, and the issue remains escalated at the vendor end. Colt’s site Infrastructure and Engineering teams are actively working to restore the cooling system to restore the node back to normal operations."
Please find latest update below: "Services are currently impacted due to a fault in the cooling infrastructure at the Colt’s Marylebone Road site in London, UK, resulting in temperatures exceeding acceptable operating thresholds. To protect critical infrastructure and safeguard the hosted equipment, the affected node was proactively shut down, leading to temporary service unavailability. The Colt site Infrastructure and Engineering teams are actively investigating the issue and working to restore the cooling environment by deploying temporary cooling units. According to the latest update from the Colt vendor, the temporary cooling units are expected to arrive at the site by midday on 15/08/2026. The Colt resolution team is actively coordinating with the vendor for earlier delivery of cooling units to expedite the restoration of services. " Apologies in the delay in resolution.
The suppliers have revised the ETA for the cooling unit: "According to the latest update from the Colt vendor, the temporary cooling units are expected to arrive at the site by 09:00 GMT (10:00 BST) on 15/08/2026. Further updates will be available once the units have arrived and the site team has assessed the next steps for service restoration. "
We have seen affected services restore and await carrier confirmation the incident is resolved.
The carrier has confirmed services restored and the incident closed.
We have identified some Openreach orders not sending KCI3 completion message. A fix is taking place and you should start to see impacted orders updating throughout the day.
Incident resolved all orders reflecting correct status
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.
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.
This is still being investigated by the platform team as a P1 incident. We will update further in 1-2 hours.
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.
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.
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.
The root cause investigation is still ongoing under a problem management process. Further updates will be provided in 5 working days.
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.
We have identified a drop in City Fibre broadband services countrywide as of 14.20. Some services have been restored following reboots of the ONT however, some services remain offline. We have contacted CF and are awaiting further confirmation of the outage. Further updates to be provided within 1 - 2 hours.
We have seen services restored; we will continue to monitor the incident. If customers report any further drops, please contact support to investigate further.
Monitoring has alerted us to a large number of CityFibre circuits in the Bristol area currently being down. We are investigating this as a potential wider outage and will provide further updates as soon as more information becomes available.
Hi, Below is the latest update from supplier: " We are aware of an outage in Bristol affecting CityFibre customers since ~17:30 this afternoon. This looks due to the loss of one of our core routers in the area. Our NOC team are already aware and investigating. An engineer task has also been raised for an engineer to attend our POP site in Bristol for investigation on the equipment we believe is down. We are awaiting the ETA to site for this engineer " We will review and update you again in the next 2 hours. Kind regards Qudus
The suppliers have advised that the engineer ETA is 20:30, we will advise once we have more info.
We have seen all circuits impacted be restored, we are currently awaiting an update or confirmation from the suppliers that the outage has been resolved.
The suppliers have confirmed the outage has resolved, we are currently querying what was done to restore services.
We want to make you aware of an ongoing supplier incident currently affecting BT systems. BT are experiencing a Priority 1 (P1) network outage, which is impacting multiple systems and applications. As a result, this is affecting our services and the tools available within Cloud Market. There may be delays to KBD (Knowledge-Based Diagnostics) running or failing. This may also cause slower response times or intermittent disruptions. BT have also confirmed that some of their internal communication channels are impacted, meaning updates are being provided manually, which may limit the frequency of status updates. We are actively monitoring the situation and will keep you informed as soon as further updates become available.
Hello, We are pleased to confirm issues affecting multiple applications has now been resolved. Thank you for your patience and we apologise for any inconvenience this may have caused.
Good Morning, We are aware of an issue affecting BT Applications today. This is impacting order placement and availability checks. BT have flagged this incident as a priority and will continue to provide update. We will continue to keep you updated.
Good afternoon, The BT application issue is still being impacted by a major outage, this is being dealt with as a P1 and we should have a further update by 4PM this afternoon. We will continue to keep you updated
Hi The BT application issue is still ongoing and BT are working to resolve. We will update again in the morning unless we have a substantial update overnight. Apologies for the inconvenience.
Good afternoon, All BT Applications are now working again as expected. Thank you for your patience while awaited a resolution from BT.
we currently have an issue with out Sky quoting tool for ethernet. The problem has been identified and should be resolved by cop today. Sorry for any in convenience.
This issue is now resolved
Good Morning, We are currently investigating a City Fibre outage, which appears to be affecting the leeds area. This has been raised into City Fibre who are investigating. We'll update this incident again, within the following 1-2 hours. thanks
Good Morning We have been advise this has now been resolved Incident status: Resolved This was due to a power failed at one of Date Centre City Fibre use Thanks
Dear Partner, We have received reports of a total loss of service affecting some Ethernet Leased Lines. Initial investigations indicate that the impacted services are provided via Virgin Media. Checks carried out so far show that the leased lines themselves are up, and internet access is reachable when sourcing traffic from the LAN, which suggests that routing is in place. We are currently in the early stages of investigation and are gathering further data to progress this with the supplier. Further updates will be provided within the next 1–2 hours.
The carrier has assured there are no physical connectivity issues affecting circuits, and is investigating further.
Virgin Media confirm they are experiencing a routing issue across their network, and that this is currently being investigated by their Transmission Team.
Virgin Media are still continuing to assess the situation and will provide a confirmed plan of action as soon as possible.
Virgin Media will proceed with a full card replacement at our Hayes headend starting at midnight tonight. We will provide confirmation once the card swap has been completed.
Virgin Media has a revised plan in place and will be replacing two cards on their core device in Hayes. The cards have been ordered and are expected to arrive on site by 3am. A further update will be provided once the replacements have been completed.
Virgin Media work has now been completed. Service should be working as expected. Please retest.