Past Incidents

Customer session levels have now returned to their expected levels, and we are satisfied that services have stabilised following the recovery work carried out this evening. As a result, this incident is now being closed.

If you are still experiencing a loss of service, please contact our support team as soon as possible via one of the following methods:

Telephone: 0333 102 0000 Live Chat: InternetTY.uk Email: team@internetty.uk

Please note that our support channels have been exceptionally busy this evening as a result of this incident. To help accommodate the increased demand, we have extended our opening hours until Midnight this evening. We kindly ask customers to bear with us, and we will respond to all enquiries as quickly as possible.

If you have pressed and held the reset button on your router or other InternetTY supplied equipment during the outage, please make this known to the support agent handling your enquiry, as your equipment may require reconfiguration before service can be restored.

We would like to sincerely apologise for the disruption caused and thank all affected customers for their patience and understanding whilst our engineering teams worked to restore services.

Following the controlled reboot and subsequent recovery of the primary Broadband Network Gateway (BNG) platform, our monitoring indicates that the underlying issue has now cleared and normal platform operation has been restored.

We continue to closely monitor the platform whilst the remaining customer sessions reconnect and services return to their normal operating state. Once this final stage is complete, all customer sessions will have been restored, and we do not anticipate any further service impact related to this incident.

We will provide a final update once the recovery process has been fully completed.

We would like to sincerely thank all affected customers for their patience and understanding throughout this evening whilst our engineering teams worked to restore services.

We are pleased to report that a significant number of affected customer sessions have now successfully reconnected, and service restoration continues to progress.

At present, our engineering teams are monitoring both the primary and backup platforms closely to ensure services remain stable whilst the remaining customer sessions are restored.

Based on current recovery rates, we expect full service restoration for all affected customers within the next few moments. We will provide a further update once this has been confirmed.

Thank you for your continued patience whilst we complete the final stages of recovery.

Our engineering teams have successfully restored the primary Broadband Network Gateway (BNG) platform to service, and customer sessions are once again beginning to be established via the primary infrastructure.

As part of the earlier recovery efforts, a number of customer sessions were restored via an alternative backup platform. As a result, customer connections are currently operating across both the primary and backup platforms whilst we continue to monitor service stability and complete further validation checks.

At this stage, our priority is to confirm that the underlying issue which originally caused the service degradation has been fully resolved and does not recur on the restored platform. We are actively reviewing network performance and customer session data to assess the effectiveness of the recovery.

We expect to provide a further update shortly regarding both the stability of the primary platform and the next steps required to return all services to their normal operating state.

We would like to thank customers for their patience whilst our engineering teams continue their work.

As part of our ongoing recovery efforts, we have implemented a workaround to restore customer connectivity via an alternative platform whilst investigations and repair work continue on the primary platform.

We are now seeing a growing number of customer sessions successfully re-establish, and services begin to recover. Customers may, however, experience intermittent connectivity issues, increased latency, or reduced speeds whilst traffic is operating via these alternative arrangements.

Whilst this workaround is allowing us to restore service to affected customers, engineering work remains ongoing on the primary platform to fully resolve the underlying issue and return the network to its normal operating state.

We appreciate customers' patience whilst these recovery efforts continue and will provide a further update as restoration progresses.

Following the corrective action undertaken, the affected network platform has not recovered as expected, and additional engineering intervention is now required.

Our Network Operations team remains actively engaged with the incident and we have mobilised field engineers to attend the site and work alongside our network engineers to assist with the recovery process. This will allow for further diagnostics and hands-on investigation of the affected equipment.

Whilst this is not the outcome we had anticipated following the activity, we are committing additional engineering resources to the incident to ensure service is restored as quickly and safely as possible.

We appreciate the impact this is having on affected customers and apologise for the continued disruption. Further updates will be provided as soon as we have additional information from the engineering teams on site.

Next update expected within 15 Minutes.

The planned corrective maintenance has now commenced, and the affected Broadband Network Gateway (BNG) platform is currently undergoing a controlled restart.

Customers connected to this platform may experience a brief interruption to service whilst the reboot process completes and customer sessions are re-established.

Our Network Operations team is actively monitoring the recovery process and will provide a further update once the platform has fully returned to service and stability checks have been completed.

We thank customers for their patience whilst this work is carried out.

Following further investigations, we have identified an issue affecting one of our Broadband Network Gateway (BNG) platforms, which has resulted in intermittent service degradation for a subset of customers. Symptoms have included sporadic DNS resolution issues and IPv6 packet loss.

We have been working closely with our vendor to investigate the underlying cause. Based on their findings, the recommended corrective action is to perform a controlled restart of the affected platform.

To minimise customer impact and reduce the risk of the issue escalating during the evening peak period, we will be implementing this corrective action within the next 20 minutes. Customers connected to the affected gateway will experience a brief interruption to service whilst the work is carried out.

Whilst we appreciate any planned interruption is inconvenient, we believe this proactive intervention represents the lowest-risk option and will both restore service quality for those currently affected and help prevent the issue from impacting additional customers as network utilisation increases later this evening.

We will provide a further update once the maintenance has been completed and service stability has been confirmed.