Liverpool Thursday 20th July 2023 16:05:00

Latest Update:

Dear customer Splicing ongoing and progressing as planned. Projected ETR 2200hrs however this may change. Please be reminded restored services will remain at risk until the cable is back in the ground. Next scheduled update at 1600hrs. Kind Regards NEOS NOC

Internetty -

This means services are considered at risk until projected 22:00

Latest from NEOS Regarding Restoration:

Dear Customer You may start to see your services recover but please be aware there are many fibres/tubes to complete so services will remain at risk until all fibres are spliced and the cable is back in the ground. Fibre supplier initially advised approx. 10hrs for splicing of whole cable but they appear to be slightly ahead of schedule. We will further update further as splicing progresses and will advise of ETR when we have further detail of progress. Thank you again for your continued patience Kind Regards NEOS NOC

Services are restored. We still consider services to be at risk whilst works continue on the live fibres.

Notice for Apartments with TP-LINK Routers: If you have pressed the reset button on your equipment, please contact the customer services team for assistance as your service will not restore without manual intervention

VM teams have completed the duct and sub duct repairs. Civils works to prepare for fibre pull are complete and civils teams have left site. Cabling teams have pulled in the new fibre at both ends and splicers are on site. Preparation for splicing is underway.

Next update 14:00

Dear Customer, Contractor damage excavation has completed. Civils teams have started work on replacing and repairing ducts. Virgin Media cables team are rodding and roping in preparation to pull the new cable. The old cable has been extracted.

Next update 13:00

NEOS MIM

Update: VM have field engineers onsite with a cabling crew and a civils crew at the break site . Excavation work has begun to open up the ground around the damaged ducts. VM have splicers within the local area that they can engage once the ducting and cable pulling has been completed.

Next update 12:00

The cable drum has been picked up and and loaded onto transport and is now heading to site, the estimated ETA given to us is 10am. However this may change due to traffic conditions.

21/07/2023 08:58:42 - Martin Hawksworth Dear Customer Fibre supplier Virgin Media have arrived at Froxfield site to collect the drum of cable. Once this is loaded onto the vehicle we will have a rough ETA to break location. further details to follow. Next scheduled update @ 1000hrs. Thank you for your continued patience Kind Regards NEOS NOC

Arrangements have been made for Virgin Media to pick up the fibre. They are expected to be on-site imminently

Next update is expected at 09.00

Virgin media are to collect the fibre and deliver to site. Virgin media are also arranging fibre splicing team. Escalations have been made into Virgin media to provide fix plan and timescales.

Next Update 08:00

3rd party fibre maintainer Virgin Media have advised the plan of action is they will need to introduce a joint around 150m from the start of the damage. This will be a temporary fix and at a later date a 4km stretch will be pulled in under change conditions.

Cable crew, civils and splicers have been ordered to site, along with 500m drum for the temp fix. We are now awaiting ETA's of all crews to site.

Latest update from NEOS Networks:

Our engineer has tested from the 2nd joint location towards Evesham and has found the break 124 meters from their location. They are now walking the route to see if they can see any damage/roadworks etc.

Our engineer at Evesham has tested all spare fibres and has found they are all broken at the same location. This would suggest a full fibre break. Further investigations continuing

Next update: 01:00

Virgin Media and Neos cannot find any visible damage in the area plotted. The chamber itself is not visible either, it is on a carriageway bank, is overgrown and on a dark A road. Therefore they are moving to the next chamber to investigate from their. Another Neos engineer is testing from Evesham trying to find spare fibres.

3rd party fibre supplier and Neos Networks field engineers on-site looking for damage within the plotted area.

Next update 23:00

The national fibre supplier remains on site however they are unable to locate any obvious damage. Neos Networks have dispatched engineers to the break location ETA 21:30. Next update is expected from Major Incident Manager at 22.00.

The national fibre provider has confirmed the field engineer is on-site and still investigating the issue at 19.57. They will provide another update shortly.

The field engineer was expected to be on-site at 19:00. Awaiting further details once known we will update.

Next Update expected just after 20:00

There have been tests on the fibre, and the provider believes the break point to be 35km from Evesham. They have opened a major case with the 3rd party fibre provider and invoked a MI process. We are still awaiting the ETA, once we have the ETA from our 3rd party provider, we will let you know accordingly.

The third party service provider has confirmed that there is a fibre break between Evesham and Bristol. Engineers have been dispatched to resolve this. An ETA for engineers will be posted as soon as this is known.

Priority 1 - Critical - support ticket has been raised with a third-party service provider between Liverpool Royal Exchange and Telehouse London. This issue is being investigated by their NOC team.