Carrier Service Outage Impacting customers in Cambridge (03-11-22)

Update timeline

1. investigating Nov 03, 2022, 03:27 PM UTC

   We are currently aware of a service outage affecting customers traversing one of our partner carrier's network. Date and Time Incident Reported - 03/11/22 @ 14:42 Incident Reference - INC0012373 Services Impacted - Residential Broadband Area / Locations Impacted - Cambridge Latest Update - We are working closely with the carrier to ensure normal service is restored as quickly as possible. As soon as we have more information we will provide a further update. We apologise for any inconvenience this may have caused.

2. investigating Nov 03, 2022, 06:07 PM UTC

   We are continuing to investigate this issue.

3. investigating Nov 03, 2022, 08:45 PM UTC

   We are currently aware of a service outage affecting customers traversing one of our partner carrier's network. Date and Time Incident Reported - 03/11/22 @ 14:42 Incident Reference - INC0012373 Services Impacted - Residential Broadband Area / Locations Impacted - Cambridge Previous Update(s) We are working closely with the carrier to ensure normal service is restored as quickly as possible. Latest Update - We awaiting an update from the carrier. As soon as we have more information we will provide a further update. We apologise for any inconvenience this may have caused.

4. identified Nov 03, 2022, 09:27 PM UTC

   We are currently aware of a service outage affecting customers traversing one of our partner carrier's network. Date and Time Incident Reported - 03/11/22 @ 14:42 Incident Reference - INC0012373 Services Impacted - Residential Broadband Area / Locations Impacted - Cambridge Previous Updates - We are working closely with the carrier to ensure normal service is restored as quickly as possible. Latest Update (21:27) - We have been advised by our carrier that there is a reported fibre cut in the Cambridge area. Our carrier is working on restoring the service. Once we have more information we will provide a further update. We apologise for any inconvenience this may have caused.

5. identified Nov 03, 2022, 10:29 PM UTC

   We are currently aware of a service outage affecting customers traversing one of our partner carrier's network. Date and Time Incident Reported - 03/11/22 @ 14:42 Incident Reference - INC0012373 Services Impacted - Residential Broadband Area / Locations Impacted - Cambridge Previous Update (21:27) - We have been advised by our carrier that there is a reported fibre cut in the Cambridge area. Our carrier is working on restoring the service. Once we have more information we will provide a further update. Latest Update (22:29) - We are awaiting further information from our carrier. We apologise for any inconvenience this may have caused.

6. identified Nov 04, 2022, 07:25 AM UTC

   We are currently aware of a service outage affecting customers traversing one of our partner carrier's network. Date and Time Incident Reported - 03/11/22 @ 14:42 Incident Reference - INC0012373 Services Impacted - Residential Broadband Area / Locations Impacted - Cambridge Previous Update(s) (21:27) - We have been advised by our carrier that there is a reported fibre cut in the Cambridge area. Our carrier is working on restoring the service. Once we have more information we will provide a further update. (22:29) - We are awaiting further information from our carrier. Latest Update (07:21) - Openreach have identified that two 276 fibre cables in the Cambridge area have been dug through. This is affecting multiple suppliers' fibres, and have declared an MBORC (Matter Beyond Our Reasonable Control). The estimate time to restore at the moment is Friday evening, however our partner carrier is looking at potential (temporary) reroutes to restore customers services earlier, if this is at all feasible. As soon as we have more information we will provide a further update. Apologies for any inconvenience this may have caused.

7. monitoring Nov 04, 2022, 09:00 AM UTC

   We are currently aware of a service outage affecting customers traversing one of our partner carrier's network. Date and Time Incident Reported - 03/11/22 @ 14:42 Incident Reference - INC0012373 Services Impacted - Residential Broadband Area / Locations Impacted - Cambridge Previous Update(s) 03/11/22 (21:27) - We have been advised by our carrier that there is a reported fibre cut in the Cambridge area. Our carrier is working on restoring the service. Once we have more information we will provide a further update. 03/11/22 (22:29) - We are awaiting further information from our carrier. 04/11/22 (07:21) - Openreach have identified that two 276 fibre cables in the Cambridge area have been dug through. This is affecting multiple suppliers' fibres, and have declared an MBORC (Matter Beyond Our Reasonable Control). The estimate time to restore at the moment is Friday evening, however our partner carrier is looking at potential (temporary) reroutes to restore customers services earlier, if this is at all feasible. Latest Update 04/11/22 (08:55) Giganet customers impacted by this incident are now showing online. We are currently awaiting further information from our partner carrier as to whether they have implemented a temporary or permanent fix. Should you still be experiencing issues that you feel are related to this incident we would ask that you reboot your equipment (ONT and Router). As soon as we have more information we will provide a further update. Apologies for any inconvenience this may have caused.

8. resolved Nov 04, 2022, 01:14 PM UTC

   We are currently aware of a service outage affecting customers traversing one of our partner carrier's network. Date and Time Incident Reported - 03/11/22 @ 14:42 Incident Reference - INC0012373 Services Impacted - Residential Broadband Area / Locations Impacted - Cambridge Previous Update(s) 03/11/22 (21:27) - We have been advised by our carrier that there is a reported fibre cut in the Cambridge area. Our carrier is working on restoring the service. Once we have more information we will provide a further update. 03/11/22 (22:29) - We are awaiting further information from our carrier. 04/11/22 (07:21) - Openreach have identified that two 276 fibre cables in the Cambridge area have been dug through. This is affecting multiple suppliers' fibres, and have declared an MBORC (Matter Beyond Our Reasonable Control). The estimate time to restore at the moment is Friday evening, however our partner carrier is looking at potential (temporary) reroutes to restore customers services earlier, if this is at all feasible. 04/11/22 (08:55) Giganet customers impacted by this incident are now showing online. We are currently awaiting further information from our partner carrier as to whether they have implemented a temporary or permanent fix. Should you still be experiencing issues that you feel are related to this incident we would ask that you reboot your equipment (ONT and Router). Final Update 04/11/22 (13:10) Our partner carrier have advised that a temporary splicing of the damaged fibres was carried out and will be looking to carry out a permanent fix and cutover plan in due course. Once we have confirmation from the carrier regarding the permanent fix we will look to provide an update on our status page. Apologies for any inconvenience this may have caused.