We are now happy that this issue has been solved. Thank you for your patience.
Our Engineering team have confirmed that a routing issue was identified and have made a change in order to resolve. Our NOC confirmed that we can now see the remaining affected broadband services are now back up and behaving normally. We will now continue to monitor to ensure there are no further issues and will provide more detail in our subsequent RFO.
Please re-test your service to ensure it is now working as it should be, and if there is still an issue please contact our support team on 03301222970.
Kind regards,
Telcom
Our engineers are currently continuing to work on identifying the cause of the issue affecting a small number of broadband customers, and the investigation has been escalated to our senior engineering team. Our NOC will continue to liaise with engineering and affected customers, and our next update will be due by 22:30 if not before.
Kind regards,
Jimmy
Following further investigation we can confirm a small subset of broadband customers remain down following this evenings restorative actions. Our NOC is currently working with our Engineering team to isolate the source of the issue and restore these remaining services.
We will provide a further update by 21:00 if not before.
Kind regards,
Telcom
Following initial diagnostics we can confirm the issue was caused by a loss of connection to two core devices. This resulted in a total loss of service to any customer services routing through that portion of the network.
Our Engineering team have confirmed that both devices are now back up and we can see affected services have now recovered. Our NOC will continue to monitor to ensure that the issue has been resolved and we will be working with our vendor to understand the root cause of the loss of connectivity.
Please re-test your service to ensure it is now working as it should be, and if there is still an issue please contact our support team on 03301222970.
Kind regards,
Telcom
This incident has been logged and our team is now working to diagnose and fix the problem.
