We are aware of a power outage within the North Lincolnshire Area.
Our cabinet is Saxby is now running on Battery Power which could affect users in Saxby, Horkstow, South Ferriby, Bonby, Worlaby
We are currently experiencing issues processing Direct Debit payments for some customer accounts. Our billing team are working to get this resolved as soon as possible. In the meantime, payment statuses may differ from their correct value within our billing portal. We are working hard to rectify these issues. If you have any concerns about your payment please do not hesitate to reach out for this to be reviewed
Engineers will be completing essential Maintenance on our Network
Maintenance Reference: ITYNERAFU001
Date - 22/01/2025 00:00 - 06:00
Classification - Affected
Expected Downtime: 30 Minutes
Classification meanings:
Affected
This means that service is expected to be hard-down between the planned start and end times specified and full service impacting. Please note that a lot of the time service is restored much faster than the specified window.
Degraded
This means that service is not expected to be hard down, however, during the planned start and end times specified service may be slower than normal or you may experience performance issues.
At Risk
This means that service is not expected to be hard-down however due to the infrastructure that is being worked on, outage risk is increased.
Description Of Works:
Works are required to complete vital changes to Core Network Equipment in our primary data centre Telehouse North. This critical operation is essential to ensure the continued reliability, security, and optimal performance of our internet services.
Customers are advised not to reset their equipment during the window and to leave all equipment powered on. Services should be restored following completion however if they do not customers are advised to power off all InternetTY equipment at the wall for at least 2 minutes and then power it back on again and services should then be restored. If your service doesn't restore then please contact our support team for further assistance.
All impacted customers have been contacted via email.
Maintenance Complete. All work has concluded on the core equipment and sessions have been reestablished.
If you are without service then please power off all of your internet equipment for 30 seconds and power it back on again and service should be restored within a few minutes. If service remains impacted please contact our support team as soon as possible for support. Between 10 pm and 8 am, reports are advised to be made via email to team@internetty.uk. Support is then available via Telephone and Live chat from 8 am-10 pm today. If you have Landline services and are having issues with inbound or outbound calling then again please power off and on your equipment and this too should restore.
The majority of work has now been completed and works have begun on moving sessions back to the primary equipment. Updates to follow
Sessions have successfully been transitioned to the backup equipment. Work will now begin on the primary equipment with updates to follow
Services have yet to be disrupted and remain unimpacted at this time. Updates to follow
Maintenance has commenced. Updates to follow
Non-service impacting works are underway in preparation for this evening's works. We have taken steps to move connections to an alternate piece of equipment during this evening's work. This will mean that the works should now only consist of two total session drops whereby connections are moved away from the equipment being worked on and then moved back to reduce service impact. Updates to follow closer to the work start time.
No incidents reported
No incidents reported
No incidents reported
No incidents reported
Our monitoring has alerted our Network Operations team to a full loss of service in South Ferriby, Horkstow, Saxby, Worlaby and Bonby
Updates to follow
Incident Closed. Services are no longer considered at risk. We have received an update from Virgin media to state that our circuits failed due to unexpected impact from organised Maintenance. We have been assured that the Maintenance has now concluded and no further impact is expected. We apologise profusely for any inconvenience caused.
Following investigations, we have found the issue is linked to backhaul services to the area. The loss of 3 major backhaul routes meant that the impacted areas were left without service. We have raised a fault with Virgin Media who provide the circuits and await an update. In the meantime, services have been restored to all customers and we are monitoring services closely. Services remain at high risk of failure until we have more information regarding the outage.
Our monitoring indicates that services are restoring across affected areas. We are watching service restoration and services remain at high risk of failure until a reason for outage has been determined