Service outage - Broadband services - 11/04/2023

Update timeline

1. investigating Apr 11, 2023, 10:38 AM UTC

   We are currently aware of an outage affecting our broadband services. Customers with SuperBOLT (FTTC), UltraBOLT (G.Fast), UltraBEAM (FTTP), Full Fibre (FTTP) broadband services may be affected. Date and Time Incident Reported: 11/04/2023 08:50 Incident: INC0013628 Service Impact: Loss of service Further updates will be provided as we learn more. We apologise for any inconvenience this outage causes.

2. investigating Apr 11, 2023, 02:46 PM UTC

   We are continuing to work on this issue with our partners. As soon as we have more information we will provide a further update. We apologise for the inconvenience caused.

3. identified Apr 11, 2023, 08:38 PM UTC

   We have successfully identified the root cause of the issues, and we are currently awaiting our partner to complete the necessary work to rectify the situation. We apologise for the inconvenience and are working to restore affected customers' online services as quickly as possible.

4. identified Apr 12, 2023, 10:36 AM UTC

   While some services have been restored, our partner is working to complete all necessary tasks to fully resolve this incident and restore all services. As soon as we have more information we will provide a further update. We apologise for the inconvenience caused.

5. identified Apr 12, 2023, 04:42 PM UTC

   Further services have been successfully restored and our partner carrier continues to work through 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.

6. identified Apr 13, 2023, 11:38 AM UTC

   We continue to actively work through the remaining affected services and apologise for the inconvenience this may be causing you. At this time, we do not have any new updates to provide, but we want to assure you that we are working to restore services as soon as possible. As soon as we have more information we will provide a further update.

7. identified Apr 13, 2023, 04:56 PM UTC

   Our partners are in the final stages of completing all the necessary work to restore service to the few that remain offline. As soon as we have more information we will provide a further update. We apologise for the inconvenience caused.

8. monitoring Apr 14, 2023, 05:46 PM UTC

   The necessary work to restore services has been successfully completed. 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.

9. resolved Apr 19, 2023, 08:56 AM UTC

   This incident has been resolved.