Giganet incident
Service outage impacting customers in Portsmouth (17/10/2022)
Giganet experienced a major incident on October 17, 2022 affecting Giganet Local - Portsmouth, lasting 3d 23h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 17, 2022, 12:30 PM UTC
We are currently aware of a service outage affecting our CityFibre broadband services in Portsmouth. Start Time - Date: 13:04 - 17/10/22 Affecting: Customers in Portsmouth Service Impact: Loss of service We are currently aware of an issue impacting customers in Portsmouth and we are working with our carrier. As soon as we have more information we will provide a further update. We apologise for any inconvenience this outage causes.
- investigating Oct 17, 2022, 12:31 PM UTC
We are continuing to investigate this issue.
- investigating Oct 17, 2022, 01:22 PM UTC
We are currently aware of a service outage affecting our CityFibre broadband services in Portsmouth. Start Time - Date: 13:04 - 17/10/22 Affecting: Customers in Portsmouth Service Impact: Loss of service Previous Updates We are currently aware of an issue impacting customers in Portsmouth and we are working with our carrier. As soon as we have more information we will provide a further update. Latest Update (14:19) Our carrier are continuing with investgations and will provide a further update as soon as possible. We apologise for any inconvenience this outage causes.
- investigating Oct 17, 2022, 02:22 PM UTC
We are currently aware of a service outage affecting our CityFibre broadband services in Portsmouth. Start Time - Date: 13:04 - 17/10/22 Affecting: Customers in Portsmouth Service Impact: Loss of service Previous Updates We are currently aware of an issue impacting customers in Portsmouth and we are working with our carrier. As soon as we have more information we will provide a further update. Our carrier are continuing with investgations and will provide a further update as soon as possible. Latest Update 15:20 (17/10/22) - Our carrier have advised that their Network Operations Centre is verifying the impact and ERS Engineers have been mobilised. We are waiting on an Estimated Time of Arrival (ETA) from the contractor. We apologise for any inconvenience this outage causes.
- investigating Oct 17, 2022, 04:31 PM UTC
We are currently aware of a service outage affecting our CityFibre broadband services in Portsmouth. Start Time - Date: 13:04 - 17/10/22 Affecting: Customers in Portsmouth Service Impact: Loss of service Previous Updates We are currently aware of an issue impacting customers in Portsmouth and we are working with our carrier. As soon as we have more information we will provide a further update. Our carrier are continuing with investgations and will provide a further update as soon as possible. Our carrier have advised that their Network Operations Centre is verifying the impact and ERS Engineers have been mobilised. We are waiting on an Estimated Time of Arrival (ETA) from the contractor. Latest Update 17:30 (17/10/22) - Field Service Engineers and Supervisors are on site in Portsmouth in an attempt to identify damage. SLDs have been supplied. Initial testing indicates issue further along route toward FEX1. Engineers are on route to test between manholes 102 and 98 to determine precise location of problem. Investigations are ongoing We apologise for any inconvenience this outage causes.
- investigating Oct 17, 2022, 05:43 PM UTC
We are currently aware of a service outage affecting our CityFibre broadband services in Portsmouth. Start Time - Date: 13:04 - 17/10/22 Affecting: Customers in Portsmouth Service Impact: Loss of service Previous Updates We are currently aware of an issue impacting customers in Portsmouth and we are working with our carrier. As soon as we have more information we will provide a further update. Our carrier are continuing with investgations and will provide a further update as soon as possible. Our carrier have advised that their Network Operations Centre is verifying the impact and ERS Engineers have been mobilised. We are waiting on an Estimated Time of Arrival (ETA) from the contractor. Field Service Engineers and Supervisors are on site in Portsmouth in an attempt to identify damage. SLDs have been supplied. Initial testing indicates issue further along route toward FEX1. Engineers are on route to test between manholes 102 and 98 to determine precise location of problem. Investigations are ongoing Latest Update Field Service Engineers and Supervisors are on site at point of break and repair is underway, estimated time of resolution is 2.5 hours (approximately 20:30). We apologise for any inconvenience this outage causes.
- investigating Oct 17, 2022, 07:48 PM UTC
We are currently aware of a service outage affecting our CityFibre broadband services in Portsmouth. Start Time - Date: 13:04 - 17/10/22 Affecting: Customers in Portsmouth Service Impact: Loss of service Previous Updates We are currently aware of an issue impacting customers in Portsmouth and we are working with our carrier. As soon as we have more information we will provide a further update. Our carrier are continuing with investgations and will provide a further update as soon as possible. Our carrier have advised that their Network Operations Centre is verifying the impact and ERS Engineers have been mobilised. We are waiting on an Estimated Time of Arrival (ETA) from the contractor. Field Service Engineers and Supervisors are on site in Portsmouth in an attempt to identify damage. SLDs have been supplied. Initial testing indicates issue further along route toward FEX1. Engineers are on route to test between manholes 102 and 98 to determine precise location of problem. Investigations are ongoing Field Service Engineers and Supervisors are on site at point of break and repair is underway, estimated time of resolution is 2.5 hours (approximately 20:30). Latest Update Field Services Team remain at site and recovery activity continues. The onsite Engineers have been liaising with the Major Incident Team and Network Operations Centre and a number of services have restored. However, services remain at risk until full repair activity has been completed. Splicing activity continues and the team have extended the Estimated Time of Repair to 21:30. The teams continue to restore impacted service as swiftly as possible. The potential underlying root cause of the issue has been identified and will be addressed as part of the Post Incident Review meeting. Next Update: 22:00 We apologise for any inconvenience this outage causes.
- monitoring Oct 17, 2022, 08:40 PM UTC
Our carrier have advised that service to the affected circuits has now been restored. We will continue to monitor for 48 hours before closing this incident. Again, apologies for any inconvenience this may have caused.
- resolved Oct 21, 2022, 12:21 PM UTC
Following 48 hours of monitoring affected circuits we have now closed this Incident. Apologies for any inconvenience this may have caused. Once we receive a Reason For Outage (RFO) from our carrier we will share this on our status page, subject to their consent.