Yayzi - Notice history

The Major Incident Team are pleased to inform you that the issue has been resolved at approximately 12:32 30/12/2025. The issue impacted National Handoff FTTH Services in Crawley.

Thank you for your patience during this time. The Major Incident Team aim to have the full Major Incident Report available within 10 working days of the incident being resolved.

The Major Incident Team is currently investigating an issue affecting FTTH services. The cause has been identified as damaged fibre subduct.

We have been unable to commence replacing the fibre cable as the engineers require access to a carriageway chamber. This necessitates traffic management, and we are liaising with the local authority to get this approved as an emergency. In the meantime, engineers are attempting to straighten the kinked subduct and cable to temporarily restore service.

Engineers are on-site conducting investigations.

They have tested multiple fibre tubes; however, all tested so far have been broken. Further testing is currently underway to determine whether there is spare fibre available to migrate services onto or if the damaged fibre will need to be replaced..

We are continuing to work on a fix for this incident. The engineer has attended and it has been determined that the issue appears to with further up the chain. We will post updates as we get them from our vendor.

Our engineer has given an ETA of 4:05pm today and will begin investigations once they arrive.

Major Incident Management can confirm Services have now been fully restored for all affected customers. The on-site specialist electrician has confirmed that the issue was caused by the FEX overheating, which led to a power failure within the rack. CityFibre is currently arranging for the appropriate team to attend the York FEX site to repair the failing AC unit responsible for the power issues. In the meantime, Magdalen will remain on-site overnight to monitor the rack's power supply and ensure no further disruptions occur. At this time, the estimated time of arrival for AC support is yet to be determined. However, it has been confirmed that this will not take place until later today. Major Incident Management will remain engaged in overseeing the incident but will place it on hold until 10:00 AM to allow time for a confirmed ETA for the AC support team.

Major Incident Management can confirm that a specialist electrician is currently en route to the site, with an estimated arrival time of 22:30. Upon arrival, a thorough investigation will be conducted to determine the root cause of the recurring outage. Completed Actions: - ETA of Engineers 22:30

We believe the issue is related to the previous outage earlier today, we are still awaiting information from CityFibre to confirm this.

We've received reports that customers in York are again experiencing issues. This has been raised to CityFibre and we're awaiting an update.

Following a hands-on inspection by FLM, it was confirmed that the issue was power-related. A CityFibre M&E engineer conducted a live call with the on-site FLM engineers to walk through the necessary steps, ensuring all switches were in the correct position and none had tripped. During this process, it was identified that a breaker switch on the rack had been triggered, causing the loss of power to the York router. The on-site FLM engineer reset the breaker to its original state, and the CityFibre NOC has since confirmed that both the link and the router have been fully restored. Major Incident Management has agreed to place the incident under monitoring until 17:00 to ensure no further issues arise.

Major Incident Management has conducted an additional bridge call with the CityFibre NOC and M&E teams. Currently, FLM engineers are on-site at the York FEX performing hands-on troubleshooting to identify the root cause. Once the on-site investigations are complete, CityFibre will proceed with the correct action to restore the affected services. Completed Actions: - FLM on site - Hands-on troubleshooting to identify the root cause is underway.

The Major Incident Team is currently investigating an issue affecting customers in York. We are actively working to identify the root cause and resolve the problem as quickly as possible. Major Incident Management has conducted an initial call with the CityFibre NOC, and all resolver teams—FLM, ERS, and Magdalene—have been engaged to restore service promptly. We are currently awaiting an ETA from these teams. Once the ETA is confirmed, Major Incident Management will provide an update with the agreed time. Further updates will be shared as the incident progresses. Completed Actions: - MI Process Invoked - CityFibre NOC Engaged - FLM Engaged - ERS Engaged - Magdalene Engaged Next update at: 13:30

Update from CityFibre: We are aware of an ongoing incident affecting a number of services. Our Engineers are conducting preliminary investigations to determine the comprehensive Service Impact Analysis. We apologise for the inconvenience caused. Our main priority is to deliver the levels of service that our customers deserve and as such we have invoked our Major Incident Process. CityFibre are working to affect a full restoration as soon.

We have successfully applied a fix to address the issue on our DHCP server. Despite extensive testing to implement a solution without requiring a reboot or clearing of DHCP sessions for all users, it has unfortunately proven necessary to proceed with this action.

As a result, we will be performing a full reboot in the next 5 minutes of the DHCP server and clearing all DHCP sessions as a matter of urgency. Please note that connections will drop for users who are currently connected, but this will only last for a few moments. It is very important not to reboot any equipment during this process, as it may cause further disruption.

We are confident that this step will resolve any outstanding issues and restore optimal service. We apologise for any inconvenience this may cause and appreciate your patience as we work to ensure a stable network experience for all customers.

We're currently testing a fix for the DHCP issue, please bear with us - do not reboot any equipment.

We are working on a fix for this currently, we may have to reboot the DHCP server. If we do we will let you know ahead of time.

The cable work has been successfully completed, and we have begun lifting speed management. Speeds should already be returning to expected levels for most customers.

We are, however, aware of an issue affecting DHCP for some customers. Our team is working on this as a matter of urgency. Please do not reboot, reset, or power off any equipment unless instructed to do so by our team.

Thank you for your patience and understanding as we resolve this issue.

We are pleased to inform you that a CityFibre engineer is now on-site and working diligently to add the extra capacity to the network.

Important: While the engineer is working, please refrain from running speed tests until we give the all-clear. Running speed tests during this process can produce inaccurate results and may interfere with diagnostics.

Thank you for your understanding and patience as we work to restore your service.

If you are experiencing extremely slow speeds, please do not reboot your equipment. Rebooting can disrupt your connection during this time.

Our works are complete on our side as planned and CityFibre engineers are now working on opening up the capacity between now and Friday on the network and normal service will resume.

We sincerely apologise for the issues you’re facing during this transition to a faster, more reliable network, and we appreciate your patience.