ITS Technology Group incident
INC-000000706 - VMB Intermittent connection
ITS Technology Group experienced a minor incident on September 29, 2026 affecting Virgin Media Business, lasting 1d 7h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 29, 2026, 10:12 AM UTC
Hi Team, We are aware of degraded performance due to low level light issues affecting one of VMB's NNI ports. This may cause slow speeds, packet loss and other intermittent issues for circuits that are affected. Virgin Media are currently investigating this and have engaged engineers to attend the Exchange today to investigate further.
- identified Sep 29, 2026, 02:06 PM UTC
We are still currently waiting on confirmation from the supplier regarding the engineers visit to the Exchange to investigate this issue.
- identified Sep 29, 2026, 03:30 PM UTC
The carrier's engineers have provided an ETA to the exchange of 17:50. The carrier has let us know that there may be several drops in service once investigations get under way. The next update will be at approximately 19:00
- identified Sep 29, 2026, 06:09 PM UTC
Our offnet provider engineers are onsite investigating internal cabling. Further updates to follow once investigation has been carried out.
- identified Sep 29, 2026, 08:36 PM UTC
Our offnet provider could not see an issue on their testing. There will be no further drops this evening as engineers are no longer onsite. We are progressing for a joint meet with the offnet provider out of hours 30/09
- identified Sep 29, 2026, 10:11 PM UTC
Our offnet provider has engaged the site owners to investigate the patching. Further drops may occur OOH this evening
- identified Sep 30, 2026, 08:25 AM UTC
Update: Our upstream supplier continues to investigate the issue and has engaged Equinix engineers to test the internal cross-connect patching between the affected rack locations. Testing remains ongoing and we are awaiting the results. Our supplier is following this up with Equinix this morning and we will provide a further update as soon as more information is available.
- identified Sep 30, 2026, 10:57 AM UTC
Our supplier has confirmed they are chasing an update on the testing of the cross connection. They are waiting on confirmation the testing has been carried out.
- identified Sep 30, 2026, 12:50 PM UTC
We have arranged for a joint site meet with our Supplier at 2.30pm
- identified Sep 30, 2026, 01:52 PM UTC
Engineers are on site and investigations are underway
- identified Sep 30, 2026, 03:53 PM UTC
The ITS Engineer has concluded their testing. the fault has been proved off the ITS network. The Supplier Engineers remain onsite, and Work continues between suppliers to fix the issue.
- resolved Sep 30, 2026, 05:49 PM UTC
Our supplier have swapped out the problematic fibre and we can now see service is restored. This incident is now resolved.