Giacom Connectivity Outage History

Due to a temporary internal system issue, planned engineering notifications are currently being sent manually. As a result, some notifications may be received later than expected. We are working to resolve the issue and minimise any disruption. We apologise for any inconvenience and thank you for your patience.

We are aware of an issue currently affecting access to giacom.com, where users may encounter a 522 error when attempting to access the website. Our investigation has identified this as being related to a third-party service issue, and we are working closely with the affected provider to restore normal service as quickly as possible. There is no operational impact to partner services at this time. Partners can continue to access and manage their accounts through our Cloud Market portal. Our support teams remain available as usual and can be contacted on 0330 433 3888 should you require any assistance. We apologise for any inconvenience caused and will provide further updates as soon as more information becomes available.

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 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.

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

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 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.

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,

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

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 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: "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 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.

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.

The root cause investigation is still ongoing under a problem management process. Further updates will be provided in 5 working days.

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.

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.

The suppliers have advised that the engineer ETA is 20:30, we will advise once we have more info.

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.