Squiz experienced a major incident on January 23, 2026 affecting Squiz Cloud Hosted Instances, lasting 1d 11h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 23, 2026, 03:22 AM UTC
We're investigating a possible issue with one of our 3rd party network providers that's affecting some clients in the Squiz Cloud. We'll let you know when we have more details.
- investigating Jan 23, 2026, 03:51 AM UTC
We are continuing to work with our upstream vendors on this issue
- investigating Jan 23, 2026, 05:47 AM UTC
Services remain affected. We are continuing to work to restore affected services.
- investigating Jan 23, 2026, 06:04 AM UTC
The fault has been isolated to an upstream issue with a network provider. We are working with vendors on a resolution, and will update as soon as we have more information.
- investigating Jan 23, 2026, 07:13 AM UTC
Services remain affected. We are continuing to work to restore affected services.
- investigating Jan 23, 2026, 09:51 AM UTC
We are continuing to work with our upstream providers, who have identified a potential root cause for this issue. We will provide further updates when we have more information.
- investigating Jan 23, 2026, 03:21 PM UTC
We are continuing investigation into this issue with our upstream providers. No definitive root cause at this stage.
- investigating Jan 23, 2026, 07:14 PM UTC
We are continuing investigation into this issue with our upstream providers. No definitive root cause at this stage.
- investigating Jan 23, 2026, 11:14 PM UTC
We are continuing investigation into this issue with our upstream providers. No definitive root cause at this stage.
- monitoring Jan 24, 2026, 02:40 AM UTC
We are seeing recovery of affected services. We will continue monitoring to ensure the issue does not reoccur.
- monitoring Jan 24, 2026, 12:23 PM UTC
This incident is now resolved, we have been monitoring closely, and have not seen any further issues.
- resolved Jan 24, 2026, 12:28 PM UTC
This incident has been resolved.
- postmortem Jan 30, 2026, 08:42 AM UTC
## Incident Summary A problem on a 3rd party Network impacted the Internet connectivity between two different service providers that Squiz utilise for Internet transit and CDN for some customers hosted within our Australian Data Centres. Squiz DXP services were unaffected The service degradation began on **Jan 23, 11:56 AEDT**, and ended **Jan 24, 10:22 AEDT** when the 3rd party Network operator fixed their network. Squiz continued to monitor for any further impact for an extended length of time, and the incident was officially resolved **Jan 24, 23:26 AEDT,** once we received confirmation from our service provider as to the root cause. ## Incident Timeline This is a high-level summary of the key events during the incident. All times are in AEDT. | **Time** | **Event** | | --- | --- | | Jan 23, 2026 | | | 11:56 | Service Degradation begins. | | 12:33 | First report of customer impact. | | 12:34 onwards | Further reports of impacted services, and initial investigation to identify the cause. | | 14:17 | A formal incident was declared and a response team assembled to investigate. | | 15:49 | Following multiple attempted mitigation efforts by Squiz Technical Staff, and further analysis, the problem was escalated to Squiz’s Internet Transit and CDN service providers. | | 19:24 | Squiz’s Service providers identify an issue with connectivity between each other, via a 3rd party network. | | Jan 24, 2026 | | | 09:02 | Signs of substantial service improvement. | | 10:22 | Service degradation ends and monitoring begins. | | 19:40 | Confirmation received from our transit service provider that the 3rd party network operator implemented a fix at the time we saw services return to normal. | | 23:26 | Incident Resolved | ## Customer Impact A subset of Squiz customers with sites hosted within those Data Centres, \(those whose service was dependent on both these service providers\) experienced mild to severe service degradation throughout this incident - typically manifesting as pages failing to load, excessive load times, and an inability to access administration interfaces. As a result, this incident was classified as a Priority 1. DXP services were unaffected. ## Root Cause Analysis The incident was caused by a problem on a 3rd party Network between two different service providers that Squiz utilise for Internet transit and CDN for some customers hosted within our Australian Data Centres.The issue occurred outside our platform and network boundary, and that of all our immediate partners and service providers. ## Mitigation and Corrective Actions No technical corrective actions were noted for Squiz, as the incident was due to a problem with a third-party network with whom Squiz does not have a relationship.