Giacom Connectivity Outage History

Started Oct 21, 2026, 10:33 AM UTC· resolved Oct 21, 2026, 11:16 AM UTC

1. investigating Oct 21, 2026, 10:33 AM UTC

   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.

2. resolved Oct 21, 2026, 11:16 AM UTC

   Issue has resolved and notifications have returned to normal Thanks

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Started Oct 20, 2026, 11:18 AM UTC· resolved Oct 20, 2026, 11:50 AM UTC

1. investigating Oct 20, 2026, 11:18 AM UTC

   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.

2. resolved Oct 20, 2026, 11:50 AM UTC

   The issue affecting access to giacom.com has now been resolved. Our third-party vendor has confirmed that the issue was caused by a power outage within their environment. Mitigation actions were implemented, and service has now been restored. The provider continues to work on restoring the remaining infrastructure components within their platform. Throughout the incident, there was no operational impact to partner services, and our support teams remained available as usual. We apologise for any inconvenience caused and thank our partners for their patience while this issue was resolved.

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Started Oct 09, 2026, 04:03 PM UTC· resolved Oct 12, 2026, 09:07 AM UTC

1. investigating Oct 09, 2026, 04:03 PM UTC

   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

2. resolved Oct 12, 2026, 09:07 AM UTC

   Sky testing is functional again in the portal allowing for testing and fault reporting. Apologies for any impact caused while the testing was unavailable.

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Started Oct 05, 2026, 10:21 AM UTC· resolved Oct 09, 2026, 08:04 AM UTC

1. investigating Oct 05, 2026, 10:21 AM UTC

   Good Morning, We're aware that Cloud Market is currently experiencing latency issues, which may be impacting performance and response times. Our Platform Support Team is actively investigating the issue. We will provide a further update as soon as we have more information. We apologise for any inconvenience caused and appreciate your patience while this is being reviewed.

2. investigating Oct 05, 2026, 02:56 PM UTC

   Good Afternoon, We are continuing to experience latency issues within Cloud Market, which may impact platform performance and response times for some users. Our technical teams remain actively engaged in the investigation and are working to identify the root cause. At this stage, the issue remains ongoing, and we do not yet have a confirmed resolution or estimated time for restoration. We appreciate this disruption may be affecting your operations and would like to reassure you that resolving the issue remains our highest priority. Further updates will be provided as soon as additional information becomes available. We apologise for the inconvenience caused and thank you for your continued patience and understanding.

3. investigating Oct 05, 2026, 03:58 PM UTC

   End of Day Service Update – Cloud Market Latency Issues Good Evening, We continue to investigate the ongoing latency issues affecting Cloud Market, which may be impacting platform performance and response times for some users. Throughout today, our technical teams have remained fully engaged in both investigative and recovery activities. Several actions have been completed to help isolate the source of the issue and restore normal service; however, these efforts have not yet resolved the underlying problem, and customer impact remains unchanged. Investigation and remediation work will continue throughout this evening, with technical resources actively focused on identifying the root cause and implementing a resolution as quickly as possible. We appreciate the impact this issue may be having on your operations and would like to reassure customers that restoring full service remains our highest priority. The next scheduled update will be provided by 09:00 tomorrow morning, or sooner should there be any significant developments. We apologise for the inconvenience caused and thank you for your continued patience and understanding.

4. investigating Oct 05, 2026, 07:36 PM UTC

   Good Evening, We are pleased to confirm that the root cause of the Cloud Market latency issue has now been identified and a fix has been successfully implemented. Following the application of the corrective measures, platform performance has stabilised and services are currently operating as expected. While this is a positive development, our technical teams will continue to closely monitor the platform throughout tomorrow to ensure service stability is maintained and to promptly address any recurrence of symptoms. At this time, we are not aware of any ongoing customer impact. Should there be any significant changes, further communications will be issued accordingly. We apologise for the disruption experienced and would like to thank customers for their patience and understanding while we investigated and resolved this issue.

5. identified Oct 05, 2026, 07:38 PM UTC

6. monitoring Oct 06, 2026, 11:47 AM UTC

   Good Afternoon, All systems are now working as expected and we are continuing to monitor this. Apologies for any inconvenience caused during this time.

7. resolved Oct 09, 2026, 08:04 AM UTC

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Started Oct 05, 2026, 08:49 AM UTC· resolved Oct 06, 2026, 07:44 AM UTC

1. investigating Oct 05, 2026, 08:49 AM UTC

   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.

2. investigating Oct 05, 2026, 11:03 AM UTC

   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.

3. monitoring Oct 05, 2026, 11:39 AM UTC

   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.

4. resolved Oct 06, 2026, 07:45 AM UTC

   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.

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Started Oct 01, 2026, 11:50 AM UTC· resolved Oct 01, 2026, 10:59 PM UTC

1. monitoring Oct 01, 2026, 11:50 AM UTC

   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.

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Started Sep 29, 2026, 09:00 PM UTC· resolved Sep 30, 2026, 07:00 PM UTC

1. monitoring Sep 29, 2026, 09:00 PM UTC

   Dear partner, Please see below a notification for planned engineering works by Virgin media business: Planned Work Start (Local UK): 29/09/2026 22:00 Planned Work End (Local UK): 30/09/2026 08:00 Impact: There will be an impact to your services as outlined below. The impact will take place at some point during the timeframe stated above whilst we complete the maintenance work. The at risk period should last for up to 8 x hours; however an 12 x hour timeframe has been given in the event of any unforeseen circumstances required and to allow for some pre-work.. The at risk period will start at midnight. Whilst we are not expecting any outages there is a risk of disturbance to cables due to age of one of the joints but it is not condemned I understand, and a small risk of accidental disturbance of other neighbouring fibres within the other joints when carrying out the routine build work. This planned work is to do some urgent build-provision of diversity on allocated spare fibre in the Southall and Brentford regions at 7x workpoints over 2x nights.This notification is for night 2.. Number of circuits affected are 388. Due to the number of services potentially impacted by this planned work it may not always be possible for us to confirm whether individual circuits or services are specifically impacted. To help you assess any potential risk to your customers, we recommend reviewing the information provided and considering whether any end-user communications may be appropriate during the maintenance window. Wherever possible, we will include additional details such as geographical locations, service identifiers, or other relevant information to support your assessment. However, some engineering activities are carried out at a national level and cannot be narrowed down to specific regions or services. We will always share all information made available to us by the carrier at the time of notification and will provide any further updates should additional details become available. If you have any concerns regarding a particular service, please do not hesitate to contact our team and we will be happy to assist where possible.

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Started Sep 25, 2026, 02:09 PM UTC· resolved Sep 25, 2026, 03:53 PM UTC

1. investigating Sep 25, 2026, 02:09 PM UTC

   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

2. investigating Sep 25, 2026, 02:47 PM UTC

   Access to BT Business Zone appears to be returning to normal. We are currently monitoring while awaiting confirmation from BT Further updates to follow

3. resolved Sep 25, 2026, 03:54 PM UTC

   Portal access has remained stable and is operating as expected, no further issues reported

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Started Sep 24, 2026, 10:00 AM UTC· resolved Oct 22, 2026, 09:31 AM UTC

1. investigating Sep 24, 2026, 10:00 AM UTC

   We have an open investigation looking into the BTW KBD testing. Support teams are currently working on a resolution to restore service. We will update further in the next 2 - 4 hours.

2. investigating Sep 25, 2026, 12:33 PM UTC

   The issue has been identified and a fix has been implemented and tested. An change review is scheduled for Monday before the release will be rolled out via change management. The next update will be advised by 13:00 on Monday the 28/09/26.

3. monitoring Sep 28, 2026, 09:52 AM UTC

   A fix has been tested and released. We can see successful tests completing however we have had further reports of unsuccessfully testing. This is expected to be a delay due to the backlog of incomplete tests. WE are currently monitoring this matter and will investigate further. Further updates will be provided in the next 4 hours.

4. investigating Sep 28, 2026, 12:52 PM UTC

   We have had further reports of testing not returning results. This matter is still under investigation. We will provide the latest update in the next 2 hours.

5. investigating Sep 28, 2026, 03:13 PM UTC

   Following the applied fixes we have seen successful requests and no failures logged. The fault si still open with systems teams to investigate as we have had reports from partners of the issue persisting. Please continue to use the testing capability and advise the faults team if you have any issues so we can report the instances should more occur. We will update further by 11:00 tomorrow.

6. investigating Sep 29, 2026, 08:31 AM UTC

   Further investigation is ongoing with BT. Issues identified were fixed however there is ongoing impact as the issue persists. Support teams are investigating with BT. Further updates will be provided by 12:00.

7. investigating Sep 29, 2026, 11:01 AM UTC

   Support teams are investigating with BT tests appear to be completing however results are not reaching us. Testing is still available via a ticket or call into the support desk. Further updates will be provided at 14:00.

8. investigating Sep 29, 2026, 01:21 PM UTC

   This matter is still under investigation with BT we are continuing to work on this to apply a fix. We will provide the latest update at 16:00

9. investigating Sep 29, 2026, 03:12 PM UTC

   Investigations are ongoing, apologies for any impact this issue is causing you or your customer based. The support team is working closely with BT to address this matter. We will provide the latest update by 10:00 tomorrow.

10. investigating Sep 30, 2026, 07:58 AM UTC

    A potential cause of this issue has now been identified. Changes are being built and will be deployed for testing and release out of hours tonight. We will provide the latest update and the outcome of the fix rollout in 24 hours.

11. investigating Oct 01, 2026, 09:21 AM UTC

    A change has been applied and we are now seeing successful responses from BT however testing is still showing the issue is persisting in Cloud Market. This is back with the support team to investigate further and complete additional testing.

12. investigating Oct 01, 2026, 03:20 PM UTC

    Apologies for the ongoing delay experienced in this matter. Developers are working with BT to find and address the cause of the issue. This is still in hand with technical teams being actevly worked on. We will advise the latest update tomorrow by 10:00.

13. investigating Oct 02, 2026, 09:10 AM UTC

    Investigations are still ongoing support teams are working with BT to identify the cause and apply a fix. We will provide further updates by 14:00.

14. investigating Oct 02, 2026, 01:04 PM UTC

    We are currently awaiting further updates from BT following previous troubleshooting. This is being chased and escalated with BT contacts. We will provide the latest update by 17:00.

15. investigating Oct 02, 2026, 03:46 PM UTC

    Regrettably investigations are ongoing with BT while issues persist. We are awaiting further action and updates from BT. We will advised the latest on Monday at 10:00. Apologies for the continual delay and any impact this has caused.

16. investigating Oct 05, 2026, 08:47 AM UTC

    Teams are working with BT to resolve and have a technical bridge call this morning at 10:30 further updates will be available following this call. We will advise the latest update by 12:00.

17. investigating Oct 05, 2026, 11:05 AM UTC

    This is currently being investigated by BT logged errors can be seen. Support teams are reviewing their findings to work towards a solution. We will provide further updates in the next 1-2 hours.

18. investigating Oct 05, 2026, 12:58 PM UTC

    Work is still ongoing with support teams and BT to resolve this matter. There are no further updates available at this time. We will update again in the next 2 hours.

19. investigating Oct 05, 2026, 02:57 PM UTC

    Apologies for the ongoing delay experienced in this matter. Developers are working with BT. This is still in hand with technical teams being actively worked on. We will advise the latest update tomorrow by 10:00.

20. investigating Oct 06, 2026, 09:18 AM UTC

    Support teams are discussing BT changes released last night. This is still being working on. We will advise further by 14:00.

21. investigating Oct 06, 2026, 01:04 PM UTC

    Support teams have identified a potential cause for the issue and currently investigating the root cause and ways to apply a resolution. We will advise the latest by 17:00.

22. investigating Oct 06, 2026, 04:26 PM UTC

    Our teams continue to work closely with BT and have carried out additional testing today to better understand the root cause. The investigation has identified an issue affecting the communication between BT's systems and part of our platform infrastructure. Further testing has confirmed the behaviour is consistent across our environment, which is helping narrow down the potential causes. The focus is now on identifying what has changed and why these communications are no longer being processed as expected. We are continuing to review this jointly with BT and our internal engineering teams. While work remains ongoing, there is currently no confirmed resolution timescale. We will provide a further update by 10:00 tomorrow.

23. investigating Oct 07, 2026, 08:59 AM UTC

    Our teams remain actively engaged with BT and our internal engineering teams as the investigation continues. Further analysis has taken place since our previous update, with testing continuing to focus on the communication issue identified between BT's systems and elements of our platform infrastructure. The results remain consistent with previous findings and are helping both parties narrow down the underlying cause. The current focus is on determining what has changed within the affected communication path and why transactions are no longer being processed as expected. This remains a joint investigation between BT and our engineering teams, with all available findings being reviewed as they become available. At this stage we do not have a confirmed resolution timescale, however work remains ongoing as a priority. We will continue to monitor progress closely and provide a further update as soon as there is any significant development, or by 17:00 at the latest.

24. investigating Oct 07, 2026, 04:00 PM UTC

    Our teams are chasing BT for updates and for their failing calls to us so they can be reviewed. This is still in hand with the teams to work on a solution. We will update again at 10:00 tomorrow.

25. investigating Oct 08, 2026, 09:11 AM UTC

    Support teams are reviewing the example calls supplied by BT and are working with BT on possible fixes. Apologies for the ongoing delay. We will update again by 17:00.

26. investigating Oct 09, 2026, 08:56 AM UTC

    The investigation remains ongoing with BT and our engineering teams. Testing continues to highlight a communication issue between BT's systems and our platform, and work is underway to identify the root cause. This remains a priority, and we'll provide a further update as soon as there is progress, or by 17:00 at the latest.

27. investigating Oct 09, 2026, 04:03 PM UTC

    Testing has continued reviewing logs with BT systems and investigating with BT system teams. The investigation is on going. Apologies for the ongoing delay. We will provide the latest update on Monday at 10:00.

28. investigating Oct 12, 2026, 09:05 AM UTC

    We are currently awaiting further updates from BT following previous troubleshooting. This is being chased and escalated with BT contacts. We will provide the latest update by 17:00.

29. investigating Oct 13, 2026, 08:31 AM UTC

    This is a change authorisation call scheduled the this evening for an emergency change to be rolled out tonight. This needs to go through the change authorisation board process for approvals. If successful a change will be rolled out tonight. We will advise the outcome and the latest update in 24 hours.

30. investigating Oct 14, 2026, 07:57 AM UTC

    The planned change was unable to proceed however while the original activity could not be carried out, the additional investigation has successfully identified a configuration setting that appears to be linked to the issue. The testing has significantly narrowed down the potential root cause and provided a clear direction for the engineering teams to focus on. Work will continue to determine the most appropriate long-term solution and validate the required changes. We will provide our next update within 24 hours.

31. monitoring Oct 14, 2026, 02:24 PM UTC

    A change has been successfully implemented affecting the BT Response Catcher. Testing has been completed, and the functionality has been confirmed as working correctly within Cloud Market. While the issue now appears to be resolved, the incident will remain under monitoring for the next 48 hours to ensure continued stability.

32. resolved Oct 22, 2026, 09:32 AM UTC

    Following the changes we have had no further issues with testing and service has resumed. Thank you for your patients during this investigation. This incident is now marked as resolved.

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Started Sep 23, 2026, 11:30 PM UTC· resolved Sep 24, 2026, 07:30 AM UTC

1. investigating Sep 23, 2026, 11:30 PM UTC

   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.

2. investigating Sep 24, 2026, 12:48 AM UTC

   The supplier's backend team are currently investigating the issue and will advise once they have more information.

3. investigating Sep 24, 2026, 01:20 AM UTC

   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.

4. investigating Sep 24, 2026, 03:02 AM UTC

   The latest update from the suppliers advise that they suspect a fibre break in the Watford area, engineers currently onsite. Next update within 2hrs.

5. investigating Sep 24, 2026, 04:16 AM UTC

   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.

6. investigating Sep 24, 2026, 05:02 AM UTC

   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.

7. monitoring Sep 24, 2026, 05:45 AM UTC

   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.

8. resolved Sep 24, 2026, 08:58 AM UTC

   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.

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Started Sep 14, 2026, 08:00 AM UTC· resolved Sep 15, 2026, 04:30 PM UTC

1. monitoring Sep 14, 2026, 08:00 AM UTC

   Dear partner, Please see below a notification for planned engineering works by wavenet: Planned Start: 14/09/2026 09:00:00 BST Planned End: 15/09/2026 17:30:00 BST Duration: 1 Day 8 Hours 30 Minutes Reason for Change: UPS maintenance Impact: No OutageRisk: Services should be considered at risk for the duration of the maintenance window. Services Affected: Change summary: Reading UPS Maintenance Change Details: Eaton to attend Reading to carryout annual maintenance of 4 x 93PM, UPS A1, A2, B1 and B2 Change Test Plan: Eaton to test each unit in accordance with manufacturers specification Planned Downtime: No Additional Information from Third Party: Change summary: Reading UPS Maintenance Change Details: Eaton to attend Reading to carryout annual maintenance of 4 x 93PM, UPS A1, A2, B1 and B2 Change Test Plan: Eaton to test each unit in accordance with manufacturers specification Planned Downtime: No Due to the number of services potentially impacted by this planned work it may not always be possible for us to confirm whether individual circuits or services are specifically impacted. To help you assess any potential risk to your customers, we recommend reviewing the information provided and considering whether any end-user communications may be appropriate during the maintenance window. Wherever possible, we will include additional details such as geographical locations, service identifiers, or other relevant information to support your assessment. However, some engineering activities are carried out at a national level and cannot be narrowed down to specific regions or services. We will always share all information made available to us by the carrier at the time of notification and will provide any further updates should additional details become available. If you have any concerns regarding a particular service, please do not hesitate to contact our team and we will be happy to assist where possible.

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Started Sep 09, 2026, 10:07 AM UTC· resolved Sep 10, 2026, 02:57 AM UTC

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

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Started Sep 08, 2026, 01:03 PM UTC· resolved Sep 08, 2026, 03:09 PM UTC

1. investigating Sep 08, 2026, 01:03 PM UTC

   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.

2. monitoring Sep 08, 2026, 01:49 PM UTC

   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.

3. resolved Sep 08, 2026, 03:10 PM UTC

   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.

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Started Sep 07, 2026, 02:27 PM UTC· resolved Sep 07, 2026, 11:00 PM UTC

1. investigating Sep 07, 2026, 02:27 PM UTC

   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,

2. resolved Sep 08, 2026, 08:06 AM UTC

   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.

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Started Aug 27, 2026, 10:29 AM UTC· resolved Aug 28, 2026, 02:02 PM UTC

1. investigating Aug 27, 2026, 10:29 AM UTC

   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

2. investigating Aug 27, 2026, 12:11 PM UTC

   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.

3. investigating Aug 27, 2026, 02:13 PM UTC

   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

4. resolved Aug 28, 2026, 02:02 PM UTC

   The degradation issue has been resolved

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Started Aug 21, 2026, 09:40 AM UTC· resolved Aug 21, 2026, 03:21 PM UTC

1. 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.

2. 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.

3. 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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Started Aug 14, 2026, 07:00 PM UTC· resolved Aug 15, 2026, 04:29 PM UTC

1. investigating Aug 14, 2026, 07:00 PM UTC

   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.

2. identified Aug 14, 2026, 07:56 PM UTC

   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."

3. investigating Aug 14, 2026, 11:08 PM UTC

   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.

4. investigating Aug 15, 2026, 12:08 AM UTC

   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. "

5. monitoring Aug 15, 2026, 04:17 PM UTC

   We have seen affected services restore and await carrier confirmation the incident is resolved.

6. resolved Aug 15, 2026, 04:29 PM UTC

   The carrier has confirmed services restored and the incident closed.

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Started Aug 14, 2026, 01:00 PM UTC· resolved Aug 21, 2026, 10:59 PM UTC

1. identified Aug 14, 2026, 01:00 PM UTC

   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.

2. resolved Aug 24, 2026, 08:53 AM UTC

   Incident resolved all orders reflecting correct status

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Started Jul 17, 2026, 07:37 AM UTC· resolved Jul 28, 2026, 09:39 AM UTC

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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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Started Jul 01, 2026, 01:20 PM UTC· resolved Jul 17, 2026, 08:58 AM UTC

1. investigating Jul 01, 2026, 01:20 PM UTC

   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.

2. monitoring Jul 01, 2026, 03:58 PM UTC

   We have seen services restored; we will continue to monitor the incident. If customers report any further drops, please contact support to investigate further.

3. resolved Jul 17, 2026, 08:57 AM UTC

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Started Jun 25, 2026, 04:50 PM UTC· resolved Jun 25, 2026, 11:01 PM UTC

1. investigating Jun 25, 2026, 04:50 PM UTC

   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.

2. identified Jun 25, 2026, 05:35 PM UTC

   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

3. investigating Jun 25, 2026, 09:38 PM UTC

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

4. monitoring Jun 25, 2026, 09:39 PM UTC

   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.

5. resolved Jun 25, 2026, 11:01 PM UTC

   The suppliers have confirmed the outage has resolved, we are currently querying what was done to restore services.

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Started Jun 24, 2026, 11:30 AM UTC· resolved Jun 24, 2026, 09:29 PM UTC

1. investigating Jun 24, 2026, 11:30 AM UTC

   Dear Partner, Giacom monitoring has detected over 90 circuits offline. Initial investigations indicate that the affected services are provisioned through Vodafone and all terminate on the same aggregation router in LD6. The issue appears to be impacting multiple services, and we are currently working with our Network Team (CNO) to establish the scope and identify the root cause. Current Status: - Over 90 circuits identified as offline - All affected services appear to be Vodafone-provided - Common point identified as an aggregation router in LD6 - CNO have commenced initial investigations We will provide a further update within the next 2 hours or sooner should additional information become available.

2. investigating Jun 24, 2026, 12:11 PM UTC

   Dear Partner, The CNO team has now raised a case with Vodafone and requested further investigation into the affected bearer. Investigations remain ongoing to establish the root cause and assess the full scope of the impact. We are working closely with CNO and will provide further updates as soon as additional information becomes available. Further updates will be provided within the next 2 hours.

3. investigating Jun 24, 2026, 01:03 PM UTC

   Dear Partner, Current updates from the Network Team: · An issue has been identified with Vodafone bearer · Wavenet Technical Lead has advised Vodafone have been engaged to investigate · At this stage, no available workarounds are known to alleviate customer impact Further updates in 2hrs

4. investigating Jun 24, 2026, 02:17 PM UTC

   Dear Partner, Latest updates from the Network Team: Wavenet Technical Lead has confirmed  Vodafone identified a drop in signal levels between network components. Next actions are for a Vodafone field engineer to attend the site to physically inspect and verify the connectivity between key network components. Wavenet Technical Lead remains in contact with Vodafone for regular updates and we awaiting the outcome of the site visit Further updates in 2hrs

5. investigating Jun 24, 2026, 04:23 PM UTC

   Dear Partner, Latest updates from the Network Team: • Vodafone have confirmed the arrival of field engineer at the site, and they are completing their initial investigation regarding the failed transmission circuit. • Next actions are for a Vodafone field engineer to provide an update and plan of action once their initial investigation is completed. • Wavenet remain in contact with Vodafone for regular updates Further updates to be provided as soon as new information becomes available in the next 2hrs

6. identified Jun 24, 2026, 06:05 PM UTC

   Latest Update: • Vodafone have confirmed that the field engineer has been working remotely with Vodafone Transmission engineers to restore the failed transmission circuit. • Vodafone's MIM team remains fully engaged with Vodafone Transmission and field engineering teams, closely monitoring progress through to completion. • Wavenet remain in contact with Vodafone for regular updates Next update 1hr

7. identified Jun 24, 2026, 06:07 PM UTC

   Latest update: We have seen all circuit return online as of 18:38pm. However Vodafone have not updated us yet. We would advise you to consider your circuits at risk until we get final notification from Vodafone that everything has been resolved. Next update 1hr.

8. identified Jun 24, 2026, 06:30 PM UTC

   Latest update from Vodafone: • Vodafone have confirmed that the field engineer has been working remotely with Vodafone Transmission engineers to restore the failed transmission circuit. • Vodafone's MIM team remains fully engaged with Vodafone Transmission and field engineering teams, closely monitoring progress through to completion. • Wavenet remain in contact with Vodafone for regular updates The circuit has regained connectivity - Awaiting further updates from Vodafone. Next update 1hr

9. monitoring Jun 24, 2026, 07:46 PM UTC

   Connections are all restored. We are monitoring for stability and feedback from supplier. Next update 1 hour

10. resolved Jun 24, 2026, 09:32 PM UTC

    Hi Supplier has confirmed resolution: "A Vodafone field engineer attended the network site in Slough and replaced the faulty card. Full service has now been confirmed as restored. Apologies for the inconvenience." Giacom will continue to monitor. This incident will now be closed but if you would like to request an RFO please contact Ethernet Faults Desk and quote fault ref: 23281644. Thanks for your patience

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Started Jun 24, 2026, 08:51 AM UTC· resolved Jun 26, 2026, 10:16 AM UTC

1. identified Jun 24, 2026, 08:51 AM UTC

   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.

2. resolved Jun 26, 2026, 10:15 AM UTC

   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.

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Started Jun 24, 2026, 08:37 AM UTC· resolved Jun 29, 2026, 05:41 PM UTC

1. investigating Jun 24, 2026, 08:37 AM UTC

   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.

2. investigating Jun 24, 2026, 01:29 PM UTC

   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

3. investigating Jun 25, 2026, 12:18 AM UTC

   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.

4. resolved Jun 29, 2026, 05:41 PM UTC

   Good afternoon, All BT Applications are now working again as expected. Thank you for your patience while awaited a resolution from BT.

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Started Jun 23, 2026, 02:12 PM UTC· resolved Jul 17, 2026, 10:58 AM UTC

1. monitoring Jun 23, 2026, 02:12 PM UTC

   Openreach have advised that due to extreme heat warnings across much of England and Wales, there may be impacts to engineering appointments over Wednesday 24/06 and Thursday 25/06. Appointments may run up to 1 hour earlier or later Some jobs may be rescheduled, particularly in red warning areas Potential delays or short-notice changes

2. investigating Jun 26, 2026, 10:18 AM UTC

   The Met Office has extended the red warning for extreme heat to Friday 26 June across large parts of London and the South East. Amber warnings are also currently in place across parts of the East of England, East and West Midlands, North West, London, the South East, and South Yorkshire through to Saturday. Potential impact to work Due to forecast high temperatures, BT will continue with the operational adjustments to help protect the wellbeing of their engineers. • Some appointments may take place up to one hour earlier or later than the scheduled time slot. This flexibility will allow our engineers to work during cooler parts of the day where possible. • BT may also need to proactively reschedule some appointments, particularly in red weather warning areas. We’ll keep this under continuous review and will communicate directly with affected customers if any changes are required. • As a result of these measures, we anticipate that missed appointment or on-time delivery performance may be slightly impacted. BT are not currently declaring MBORC. However, they are closely monitoring the situation.

3. resolved Jul 17, 2026, 10:57 AM UTC

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