Giganet incident

Service outage - York broadband services - 09/10/22

Major Resolved View vendor source →

Giganet experienced a major incident on October 9, 2022 affecting Carrier - SuperBOLT/SuperBEAM/UltraBEAM/UltraBOLT/Legacy (Broadband), lasting 11h 51m. The incident has been resolved; the full update timeline is below.

Started
Oct 09, 2022, 05:59 PM UTC
Resolved
Oct 10, 2022, 05:51 AM UTC
Duration
11h 51m
Detected by Pingoru
Oct 09, 2022, 05:59 PM UTC

Affected components

Carrier - SuperBOLT/SuperBEAM/UltraBEAM/UltraBOLT/Legacy (Broadband)

Update timeline

  1. investigating Oct 09, 2022, 05:59 PM UTC

    We are currently aware of a service outage affecting our CityFibre broadband services in York. CityFibre have identified a core link between Leeds and York is down, impacting customers across their full fibre network in York. Start Time: 16:47 - 09/10/22 Affecting: York Service Impact: Loss of service CityFibre are working to resolve the outage. Further updates will be provided as we learn more. We apologise for any inconvenience this outage causes.

  2. investigating Oct 09, 2022, 06:45 PM UTC

    CityFibre’s investigations are ongoing, with the fault suspected as being caused by a possible fibre break. Field Service Engineers have been engaged to attend and we are waiting on an estimated time of arrival. As soon as we have more information, we will provide a further update. Apologies for any inconvenience this has caused.

  3. investigating Oct 09, 2022, 08:17 PM UTC

    Field Services Engineers are en route to the site to conduct their testing to identify the suspected damage, location and extent of the damage that has been caused. CityFibre are working to return service as soon as possible. Apologies for any inconvenience this has caused.

  4. investigating Oct 09, 2022, 09:42 PM UTC

    Field Service Engineers have arrived on site and are working to identify the location of the damage. CityFibre will continue works to return service as soon as possible. We apologise for any inconvenience caused and the delay in restoring affected services.

  5. resolved Oct 10, 2022, 05:51 AM UTC

    Field Service Engineers located the damaged fibre cable and have resolved the issue. Services were restored as of 01:36. If you are still experiencing problems with your connection, please reboot your equipment. If this fails to restore service, please contact our support desk. We apologies for any inconvenience this outage caused.