Duration: 17 hours and 24 minutes

Affected Components: CityFibre

Jun 30, 18:50:33 GMT+0
Monitoring - | \*\*Major Incident Update\*\* \*\*Latest Update:\*\*(30/06/2025 19:42) Update No: 4Incident Start Time: 14:00 30/06/2025Major Incident Manager: Hannah TadrosSummary Update: ERS and FLM engineers on-site have identified that the issue lies with the active hardware. The Major Incident Team has engaged the vendor, who is continuing remote diagnostics via the FLM engineer on-site. The vendor has also dispatched a technician, with an ETA of approximately 21:00\\. The Major Incident Team continues to closely monitor the situation and will ensure that all necessary actions are taken to achieve a full resolution.Business Impact: Approximately 5000+ national FTTH and FTTP business customersCompleted Actions: • Vendor Technician ETA 21:00Next update at: 21:30 30/06/2025 | | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |.

Jun 30, 14:40:46 GMT+0
Identified - Start Time: 14:00 30/06/2025 Summary Update: The Major Incident Team are currently investigating an incident that is impacting affecting 5000+ national FTTH and FTTP business customers. We are working to identify the issue and resolve the issue as quickly as possible. Next update at: 16:30 30/06/2025 to work on a fix for this incident..

Jun 30, 15:26:04 GMT+0
Monitoring - **Latest Update:** (30/06/2025 16:23) Update No: 2 Incident Start Time: 14:00 30/06/2025 Major Incident Manager: Hannah Tadros Summary Update: The Major Incident Team has dispatched both FLM and ERS engineers to the site to investigate the root cause of the incident. We are currently awaiting ETA updates for both teams. In parallel, we have raised an incident with the vendor responsible for the active equipment to assess any potential faults within the hardware or software. The Major Incident Team continues to closely monitor the situation and will ensure that all necessary actions are taken to achieve a full resolution. Business Impact: Approximately 5000+ national FTTH and FTTP business customers Completed Actions: • FLM Engaged • ERS Engaged • Vendor Engaged Next update at: 18:00 30/06/2025.

Jul 1, 08:04:56 GMT+0
Resolved - # **Major Incident Update** **Latest Update:** (01/07/2025 01:42) CityFibre is pleased to confirm that the issue was successfully resolved at 01:14 on 01/07/2025\. The issue was resolved by reloading the configuration, restoring full-service functionality. The Major Incident Team will continue to monitor for stability. Thank you for your patience during this time. CityFibre aim to have the full Major Incident Report available within 10 working days of the incident being resolved..

Duration: 6 hours

Affected Components: CityFibre

Jun 11, 23:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. OLT Patching.

Jun 12, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 11, 23:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 6 hours

Affected Components: CityFibre

Jun 11, 08:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 11, 14:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 11, 08:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. ASN Repair..

Duration: 12 hours

Affected Components: CityFibre

Jun 11, 07:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 11, 07:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. MDU Shift..

Jun 11, 19:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 6 hours

Affected Components: CityFibre

Jun 9, 23:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 9, 23:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. Customers will experience a brief outage during the maintenance window.

Jun 10, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

May 21, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

May 21, 23:01:00 GMT+0
Identified - **Location:** Bath, Coventry, Derby, Doncaster, Glasgow, Havant, Hinckley, Ipswich, Leicester, Luton, Milton Keynes, Peterborough, Plymouth, Renfrewshire, Rugby, Stirling, Sunderland, Swindon, York Customers will experience an outage during the maintenance window..

May 22, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

May 20, 23:01:00 GMT+0
Identified - **Location:** Kettering, Rothwell, Leicester Customers will experience an outage during the maintenance window..

May 21, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 20, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

May 19, 23:01:00 GMT+0
Identified - **Location:** Reading, Glasgow Customers will experience a 30 minute outage during the maintenance window..

May 19, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

May 20, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 days, 2 hours and 37 minutes

Affected Components: CityFibre

May 13, 10:33:41 GMT+0
Investigating - # Major Incident Update 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 as possible. Inverness, Aberdeen, Glasgow, Renfrewshire, Stirling 13th May 2025 11:22 INC0274244 Major Incident Under Investigation Description: Major Incident - INC0274244 - Significant Impact to National services in Glasgow, Inverness and Aberdeen Update: 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 as possible. We will continue to issue regular updates until all services have been restored. Further details will be issued within 15 minutes. Affected Products: Business FTTP FTTH.

May 13, 11:51:05 GMT+0
Identified - **Update:** CityFibre has identified the cause of the incident as damage to the fibre, resulting from ongoing civil works in the area. Our team is working diligently to restore the service as quickly as possible. We apologise for any inconvenience caused and are closely monitoring the situation to ensure a full resolution. Next update at: 14:00 13/05/2025.

May 13, 12:57:40 GMT+0
Monitoring - **Latest Update:** (13/05/2025 13:49) Update No: 3 Incident Start Time: 10:41 13/05/2025 Major Incident Manager: Hannah Tadros Summary Update: The Major Incident Team have identified the cause of the incident as as damage to the fibre, resulting from ongoing civil works in the area and are currently working to restore the services. ERS are currently on-site preparing to replace the damaged cable. Cabling and splicing teams are due on-site at 14:00\. The Major Incident Team are closely monitoring the situation to ensure the issue is fully resolved. Business Impact: Significant service degradation to 21,000 services across the west and north of Scotland. Completed Actions: • ERS preparing to replace damaged fibre • Cabling and Splicing Teams ETA 14:00 Next update at: 17:00 13/05/2025.

May 13, 16:11:51 GMT+0
Resolved - Major Incident - INC0274244 - Significant Impact to National services in Glasgow, Inverness and Aberdeen **Update:** CityFibre has identified the cause of the incident as damage to the fibre, resulting from ongoing civil works in the area. ERS are currently on-site installing a temporary joint. The damaged cable will then be cut and spliced into the new joint. We estimate the cable will be cut approximately 17:30\. We apologise for any inconvenience caused and are closely monitoring the situation to ensure a full resolution. Next update at: 18:30 13/05/2025.

May 13, 18:49:05 GMT+0
Monitoring - Update No: 5 Incident Start Time: 10:41 13/05/2025 Major Incident Manager: Ryan Taney Summary Update: Major Incident Management has confirmed that one of the three core links has now been successfully cut, and work is actively underway to transition it into the newly installed joint. Once the fibre has been fully spliced and integrated, a confirmation of service restoration for affected traffic on this link will be provided at 19:45\. Further updates will follow as progress continues on the remaining links..

May 16, 13:10:37 GMT+0
Resolved - This incident has been resolved..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 10, 23:01:00 GMT+0
Identified - **Location:** Global This is service affecting work; we expect services to remain available for the duration of the maintenance window except for a 5–10-minute window as upgraded cards are rebooted..

Apr 10, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Apr 11, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 9, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Apr 9, 23:01:00 GMT+0
Identified - **Location:** Portsmouth, Lowestoft, Great Yarmouth, Watford This is service affecting work; we expect services to remain available for the duration of the maintenance window except for a 5–10-minute window as upgraded cards are rebooted..

Apr 10, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 1 day

Affected Components: National Network

Apr 8, 17:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 7, 17:00:00 GMT+0
Identified - Just a quick heads-up – within the next 24 hours, you might notice a brief blip of slowness on Discord. This is due to an upgrade on our link between **London and Amsterdam**. This upgrade is specifically aimed at resolving recent issues with high ping and problems affecting **Discord voice chats and streams**. We know how frustrating that’s been, so this change should make things smoother going forward. Any disruption should be minimal, and everything will return to normal shortly after the work is complete..

Apr 7, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 6, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Apr 7, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 6, 23:01:00 GMT+0
Identified - **Location:** Swindon Customers will experience an outage during the maintenance window..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 3, 23:01:00 GMT+0
Identified - **Location:** Portsmouth, Stirling Customers will experience an outage during the maintenance window..

Apr 3, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Apr 4, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 4, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 3, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Apr 3, 23:01:00 GMT+0
Identified - **Location:** Nottingham, North Tyneside Customers will experience a 30-minute outage during the maintenance window..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 2, 23:01:00 GMT+0
Identified - **Location:** Dundee, Renfrewshire, Maidenhead Customers will experience a 30-minute outage during the maintenance window..

Apr 3, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 2, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 2, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 1, 23:01:00 GMT+0
Identified - **Location:** Plymouth, Edinburgh, Bishop's Stortford, Preston Customers will experience a 30-minute outage during the maintenance window..

Apr 1, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Apr 1, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 31, 23:01:00 GMT+0
Identified - **Location:** Cheltenham & Charlton Kings, Evesham, Gloucester, Redditch, Worcester Customers will experience an outage during the maintenance window..

Mar 31, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 28, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Mar 28, 00:01:00 GMT+0
Identified - **Location:** Worthing, Weston-Super-Mare Customers will experience a 30-minute outage during the maintenance window..

Mar 28, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours and 29 minutes

Affected Components: Community Forum

Mar 27, 12:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 27, 12:00:00 GMT+0
Identified - During the maintenance window there will be a brief outage to upgrade and amend the community forum. To prevent any corruption the forum will be placed in Read Only mode until completed. .

Mar 27, 15:29:18 GMT+0
Completed - This maintenance is now complete. If you were unable to sign up for the forums or update your email, the issue should now be resolved. If you experience any further problems, please let us know..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 27, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 27, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Mar 27, 00:01:00 GMT+0
Identified - **Location:** Swindon Customers will experience a 30-minute outage during the maintenance window..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 26, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 26, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Mar 26, 00:01:00 GMT+0
Identified - **Location:** Rugby This is service affecting work; we expect services to remain available for the duration of the maintenance window except for a 5–10-minute window as upgraded cards are rebooted..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 25, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Mar 25, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 25, 00:01:00 GMT+0
Identified - **Location:** Blackpool This is service affecting work; we expect services to remain available for the duration of the maintenance window except for a 5–10-minute window as upgraded cards are rebooted..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 25, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Mar 25, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 25, 00:01:00 GMT+0
Identified - **Location:** Swindon, Derby Customers will experience a 30-minute outage during the maintenance window..

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 21, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 21, 00:01:00 GMT+0
Identified - **Location:** Dundee, Poole, Derby Customers will experience a 30-minute outage during the maintenance window..

Mar 21, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 21, 00:01:00 GMT+0
Identified - **Location:** Chatham & Gillingham, Rugby, Chelmsford, Swindon, Bath, Peterborough, Leeds, Derby, Milton Keynes, Leicester, Doncaster, Havant, Sunderland, Stirling, Middlesbrough, Plymouth, Renfrewshire, Hinckley, Ipswich, Slough, Lincoln, Solihull, Reading Customers will experience a 30-minute outage during the maintenance window..

Mar 21, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Mar 21, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 5 hours and 59 minutes

Affected Components: CityFibre

Mar 20, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 20, 00:01:00 GMT+0
Identified - **Location:** Hinckley, Kettering, Rothwell Customers will experience a 30-minute outage during the maintenance window..

Mar 20, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 1 hour and 45 minutes

Affected Components: CityFibre

Mar 12, 07:49:45 GMT+0
Investigating - **We’re aware that a few customers are experiencing connectivity issues. After investigation, it appears to be a CityFibre-related issue, and we have raised this with them for further investigation. We’ll provide updates as soon as we have more information. Apologies for any inconvenience, and thank you for your patience!**.

Mar 12, 09:35:07 GMT+0
Resolved - CityFibre is pleased to inform you that the issue was resolved at approximately 08:50 on 12/03/2025. A configuration issue impacted several services, but the configuration has since been updated, resolving the issue. Thank you for your patience during this time. .

Duration: 8 days, 5 hours and 21 minutes

Affected Components: CityFibre

Feb 4, 07:47:55 GMT+0
Investigating - The Major Incident Team is currently investigating an incident affecting services in Rugby. A specialised engineering team will be attending the site with the necessary fibre cable and splicing crews, with an ETA at 08:00\. We are working diligently to resolve the issue as swiftly as possible..

Feb 4, 10:57:56 GMT+0
Investigating - The Major Incident Team is currently investigating an incident affecting services in Rugby. The specialised engineering team has been delayed in reaching the site. We anticipate their arrival shortly to complete the remedial works. We are working diligently to resolve the issue as quickly as possible..

Feb 4, 15:13:35 GMT+0
Identified - The specialist engineering team is on-site and has installed the new fibre, with splicing now underway. Major Incident Management is working closely with internal and on-site teams to resolve the issue as swiftly as possible. Completed Actions: Splicing of damaged fibre has commenced..

Feb 4, 15:34:07 GMT+0
Monitoring - The specialist engineering team is on-site and has installed the new fibre, with splicing now nearing completion. We are beginning to see services restoring. Major Incident Management is working closely with internal and on-site teams to resolve the issue as swiftly as possible..

Feb 12, 13:08:28 GMT+0
Resolved - This incident has been resolved..

Duration: 12 hours and 37 minutes

Affected Components: CityFibre, National Network

Jan 30, 00:21:37 GMT+0
Investigating - CityFibre has made us aware of an issue currently in Crawley. We are awaiting further information. Update from CityFibre below: "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.".

Jan 30, 07:28:12 GMT+0
Investigating - 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...

Jan 30, 12:33:52 GMT+0
Identified - 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..

Jan 30, 12:58:08 GMT+0
Resolved - 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..

Duration: 10 days, 21 hours and 50 minutes

Affected Components: Wesham

Jan 16, 15:06:38 GMT+0
Identified - Our engineer has given an ETA of 4:05pm today and will begin investigations once they arrive. .

Jan 16, 13:34:54 GMT+0
Identified - We've identified a fault at the cabinet, caused by a power cut. We're awaiting an engineer to arrive onsite..

Jan 16, 20:02:58 GMT+0
Identified - 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. .

Jan 27, 11:24:59 GMT+0
Resolved - This incident has been resolved..

Duration: 6 hours and 57 minutes

Affected Components: CityFibre, National Network

Jan 16, 07:33:33 GMT+0
Resolved - This incident has been resolved..

Jan 16, 00:36:37 GMT+0
Investigating - We are aware of an issue on the CityFibre network that is affecting a number of national customers. We are awaiting a further update from CityFibre on this and we will update asap. .

Duration: 1 hour and 52 minutes

Affected Components: CityFibre

Jan 13, 10:49:27 GMT+0
Resolved - This incident has been resolved..

Jan 13, 08:57:17 GMT+0
Investigating - Incident Start Time: 06:54 13/01/2025 The Major Incident Team are currently investigating an incident that is impacting FTTH and FTTP business services. We have engaged First Line Maintenance (FLM) Engineers, their ETA Approximately 09:10\. CityFibre as also raised this with the vendor to begin investigations. We are working to identify the issue and resolve the issue as quickly as possible. .

Duration: 11 hours and 34 minutes

Affected Components: CityFibre, National Network

Jan 9, 11:17:28 GMT+0
Investigating - 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 as possible. We will continue to issue regular updates until all services have been restored. Further details will be issued within 15 minutes..

Jan 9, 11:49:56 GMT+0
Investigating - CityFibre is aware of an issue impacting a small number of FTTH and business FTTP customers. We have engaged with our technical teams who are currently investigating to resolve the underlying issue as quickly as possible, and we are also working to minimise impact to those customers who are affected. We apologise for any inconvenience this is causing. Next update at: 13:00 09/01/2025.

Jan 9, 20:12:56 GMT+0
Investigating - CityFibre is aware of an ongoing issue impacting a small number of FTTH and business FTTP customers. Our technical teams continue to work diligently to identify and resolve the root cause as quickly as possible. We sincerely apologise for the lack of updates since the previously stated time and for any inconvenience this may be causing. We are committed to keeping you informed and will provide further updates as soon as new information becomes available. Thank you for your patience and understanding..

Jan 9, 22:51:38 GMT+0
Resolved - This incident has been resolved..

Duration: 8 days, 23 hours and 43 minutes

Affected Components: CityFibre

Dec 31, 11:33:59 GMT+0
Investigating - We are currently investigating an multi-service outage in York on the CityFibre network. We will post updates once we have more information..

Dec 31, 20:49:24 GMT+0
Investigating - 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.

Dec 31, 11:41:02 GMT+0
Investigating - 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..

Dec 31, 12:48:27 GMT+0
Investigating - 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.

Dec 31, 14:17:00 GMT+0
Investigating - 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..

Dec 31, 15:17:00 GMT+0
Monitoring - 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..

Dec 31, 19:12:04 GMT+0
Investigating - We've received reports that customers in York are again experiencing issues. This has been raised to CityFibre and we're awaiting an update. .

Dec 31, 20:04:26 GMT+0
Investigating - We believe the issue is related to the previous outage earlier today, we are still awaiting information from CityFibre to confirm this. .

Jan 1, 01:01:32 GMT+0
Monitoring - 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..

Jan 9, 11:16:49 GMT+0
Resolved - This incident has been resolved..

Duration: 19 hours and 47 minutes

Affected Components: National Network

Dec 14, 00:01:00 GMT+0
Identified - We are currently aware of an issue with our DHCP server that is affecting a select number of customers. Our network team is actively investigating the situation and working to resolve it as quickly as possible. We have identified the issue and are currently working on a patch to resolve this issue. We kindly ask customers **not to restart their devices**, as this may prolong the issue or create additional challenges. We will provide updates as soon as more information becomes available. Thank you for your patience and understanding..

Dec 14, 11:59:47 GMT+0
Identified - 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. .

Dec 14, 14:52:04 GMT+0
Identified - We're currently testing a fix for the DHCP issue, please bear with us - do not reboot any equipment. .

Dec 14, 18:33:31 GMT+0
Identified - 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..

Dec 14, 19:47:36 GMT+0
Resolved - This incident has been resolved..

Duration: 4 days, 2 hours and 48 minutes

Affected Components: National Network

Dec 13, 23:56:08 GMT+0
Resolved - This incident has been resolved..

Dec 9, 21:08:05 GMT+0
Investigating - We are aware of an issue causing reduced internet performance. Our team is actively working to identify and resolve the problem as quickly as possible. Thank you for your patience and understanding while we address this..

Dec 11, 12:48:18 GMT+0
Identified - 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..

Dec 12, 21:05:58 GMT+0
Identified - If you are experiencing extremely slow speeds, **please do not reboot your equipment**. Rebooting can disrupt your connection during this time..

Dec 13, 11:14:17 GMT+0
Identified - 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..

Dec 13, 13:33:01 GMT+0
Monitoring - 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..

Duration: 4 hours and 31 minutes

Affected Components: National Network

Oct 27, 17:40:32 GMT+0
Identified - We've identified a RADIUS issue that is affecting a small number of users, this should be resolved within the next hour..

Oct 27, 22:11:30 GMT+0
Resolved - This incident has been resolved..

Duration: 1 day, 6 hours and 22 minutes

Affected Components: Wesham

Oct 2, 10:39:26 GMT+0
Investigating - We are currently investigating this incident and we will provide an update as soon as possible..

Oct 2, 12:30:40 GMT+0
Identified - We've identified an issue with our upstream provider and we are working with them to resolve the issue, and find the exact nature of the fault..

Oct 2, 15:08:00 GMT+0
Identified - A fibre break has been located and unfortunately it could take some time to fix. We are working with our partners closely to get a fix done as soon as possible. .

Oct 3, 07:31:55 GMT+0
Identified - We are continuing to work on a fix for this incident. Due to the location of the break, it could require roads to be dug which will require permits. At the moment our partners are working to resolve this without the need for civils work to be carried out. .

Oct 3, 12:28:12 GMT+0
Identified - We are continuing to work on a fix for this incident. We hope to have a meaningful ETA in the next few hours. .

Oct 3, 16:16:06 GMT+0
Identified - We're expecting connections to be restored over the next few hours. .

Oct 3, 16:18:30 GMT+0
Monitoring - We're now monitoring the network to ensure stability. .

Oct 3, 17:01:30 GMT+0
Resolved - This has now been resolved, thank you for your patience and apologies for the downtime. .