technologywithin experienced a major incident on January 6, 2025, lasting 18h 40m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Jan 06, 2025, 01:51 PM UTC
We are currently investigating reports of a wide spread outage affected multiple customers with the Virgin provider. More information will be posted when we are aware..
- identified Jan 06, 2025, 02:19 PM UTC
The provider has confirmed a major issue with Virgin, who have acknowledged the issue lies with them. Virgin currently believe the issue is a fibre break. Technologywithin is continuing to support the provider to resolve the issue ASAP..
- identified Jan 06, 2025, 03:47 PM UTC
Works are still continuing to resolve the ongoing outage. We can only apologise for the delay in resolving this issue and thank our customers for their patience during this issue..
- identified Jan 06, 2025, 04:23 PM UTC
Virgin have arranged access to the comms room and are arranging an engineer to attend ASAP. The engineer should imminently be dispatched to attend. More updates to follow as they come in..
- identified Jan 06, 2025, 05:35 PM UTC
Virgin have gained acceess to the site and confirmed the issue is a broken fibre cable. They are proceeding to establish where the break is and commence repairs of the issue..
- identified Jan 06, 2025, 09:34 PM UTC
Works are continuing on resolving the fibre break. Although no ETA for resolution has been advised by Virgin, work will proceed until the fault is resolved, which hopefully should be completed overnight..
- resolved Jan 07, 2025, 08:31 AM UTC
Works were completed at 06:30 this morning and the provider have confirmed the service has been restored. If you are still experiencing issues, please do contact our Support Team who will be happy to assist. Once again, we greatly apologise to all our affected customers for the length of the downtime. An RFO will be available on request..