Giganet experienced a minor incident on July 2, 2023 affecting Carrier - ELITE/IGNITE (Leased line) and Full Fibre Broadband (via CityFibre access network), lasting 1d 6h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 02, 2023, 10:13 AM UTC
We are aware of an outage impacting full fibre customers in the Leeds/Slough areas. We are currently working with our carriers to restore service as soon as possible. We expect to have a further update by 13:00. We apologise for any inconvenience this may be causing.
- investigating Jul 02, 2023, 12:04 PM UTC
We are continuing to investigate the issue with our carriers and we will provide an update as soon as possible. We apologise for any inconvenience caused by this.
- identified Jul 02, 2023, 02:30 PM UTC
We understand that the cause of the outage is due to maintenance works being carried out in the local area which are required to reduce the likeliness of unexpected outages in the future. We are aware that some customers may be experiencing an unexpected service outage in the Leeds area and we have been advised that a small number of services have been restored already. The maintenance is due to take place until 04/07/23 at 23:59 and there is a possibility services could be impacted until the maintenance has been completed. We will continue to provide updates on the situation until services are restored. Again, we apologise for any inconvenience caused.
- identified Jul 02, 2023, 04:25 PM UTC
Works are ongoing in the final location. Unfortunately, it is not possible to provide specific timings or estimated times for services to be restored, however we anticipate that the majority of services will be restored by lunchtime Monday (03/07/23). We expect to have another update by 10:00 tomorrow morning (03/07/23). Again, apologies for the inconvenience caused here.
- identified Jul 03, 2023, 09:34 AM UTC
The ongoing maintenance works are on track to be completed early this afternoon. This is expected to restore service and we will continue to monitor the situation. We apologise for any inconvenience this may be causing.
- monitoring Jul 03, 2023, 03:09 PM UTC
Our monitoring has confirmed that services have fully recovered. We will continue to monitor until our partner carrier confirms that they've resolved the issue. 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.
- resolved Jul 03, 2023, 04:16 PM UTC
After successfully restoring all services, this incident will now be resolved. 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.