Giganet experienced a minor incident on July 4, 2023 affecting Carrier - ELITE/IGNITE (Leased line) and Full Fibre Broadband (via CityFibre access network), lasting 6d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 04, 2023, 07:52 AM UTC
We regret to inform you that the outage, which had previously been resolved yesterday, has unfortunately reoccured, impacting our full fibre customers in the Leeds/Slough areas. We are currently working with our carriers to restore service as soon as possible. Start Time: 06:20 Affecting: Full Fibre services Service Impact: Loss of service We apologise for any inconvenience this outage causes.
- identified Jul 04, 2023, 11:07 AM UTC
Field teams are working to bring back all services to full operation as quickly as possible. Although we don't have an exact time frame yet, we're expecting to provide you with a further update later this afternoon. We again apologise for any inconvenience this outage causes.
- monitoring Jul 04, 2023, 06:42 PM UTC
We've received confirmation from our partner carrier that the necessary works have been successfully completed. Following the completion of the repair works, Giganet will continue to closely monitor services. If you are still experiencing a loss of service, we kindly request that you arrange for a complete reboot of all equipment, and ensure that all cabling is in its original configuration. We apologise for the inconvenience and if you continue to have issues, please do not hesitate to reach out to us via email at [email protected] or by phone at 0330 333 3006.
- investigating Jul 05, 2023, 09:25 AM UTC
We have received reports that some of our customers in Leeds are currently experiencing further service disruptions. Our partner carrier has informed us about a third-party fibre break in Leeds, which is impacting multiple services. Teams are actively investigating to locate the exact break and resolve the issue as quickly as possible. Affecting: Full Fibre services & Leased Lines. We apologise for any inconvenience caused by this outage.
- identified Jul 05, 2023, 02:53 PM UTC
Further services have been successfully restored, and our partner carrier is actively working to fix the remaining affected services. We will keep you informed of any further developments as soon as we receive more information. Apologies for any inconvenience this may have caused.
- identified Jul 05, 2023, 06:26 PM UTC
We can verify that most of our services have been fully restored, and our partner carrier is actively addressing the remaining affected services. For any services that remain down and require access to fix a fault, these will be addressed promptly during normal business hours tomorrow. In cases where access is not needed, engineers will work overnight to resolve the issues. Apologies for any inconvenience this may have caused.
- identified Jul 06, 2023, 09:07 AM UTC
Restored services continue to be online and stable. Our partner carrier's field teams are working to restore the remaining services. If you are still experiencing issues with your connection, please contact us via [email protected] or by phone at 0330 333 3006 so we can investigate accordingly. We apologise for any inconvenience caused.
- monitoring Jul 06, 2023, 06:01 PM UTC
Our monitoring shows that service levels are back to normal and we will continue to closely monitor services. However, we are still awaiting confirmation from our partner carrier regarding the successful completion of all necessary works. If you are still experiencing a loss of service, we kindly request that you arrange for a complete reboot of all equipment, and ensure that all cabling is in its original configuration. We sincerely apologise for any inconvenience caused and if you're still experiencing a loss of service, please reach out to us at 0330 333 3006.
- resolved Jul 10, 2023, 07:58 AM UTC
Our partner carrier has successfully completed all necessary work and restored services are now fully operational and stable. We apologise for the inconvenience and if you continue to have issues, please do not hesitate to reach out to us via email at [email protected] or by phone at 0330 333 3006.