Thursday, 15 May 2014

Internet Service Disruption - May 15th

Since 09:40 this morning there have been varying degrees of disruption to our broadband customers caused by equipment issues in our supplier network.

During the day we have seen service by and large resume to normal levels but disruption remains at this point.

Further updates will occur in 2 hours if not before.

We apologise for any inconvenience caused.

Leased lines and EFM circuits have been unaffected.


  1. A patch for some Cisco infrastructure routing equipment has now been applied.

    This will be monitored over the next 60 minutes with the hope it has resolved the issue.

  2. The changes have been made on the supplier's network to separate out traffic across the LNS's. However, we are still experiencing the same symptoms across theLNS's, although presenting in different ways for each interconnet.

    Both network and hardware suppliers are engaged in the investigation to work towards the root cause, and are actively working with senior network team.

    We sincerely apologise to all our customers affected by the current intermittent service.

  3. We are escalating this fault from TAC engineers to Development engineers within Cisco to aid the investigation. Additionally, further work is being carried out on the network to try and isolate the problem and our suppliers are continuing to work all avenues.

  4. Normal working service should now been restored. Customers should see their connections up and working. Diagnostics are ongoing to establish the root cause of the issue. A Reason For Outage will follow in due course once root cause analysis has been completed. Should any further problems be experienced by customers, please reboot your modem/router in the first instance (even if this has been done already) then report any further issue to the fault desk using the normal business as usual process.

    Thank you for your patience whilst we have been working to resolve this fault. We do apologise for all inconvenience caused.


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