Virgin Media have again visited our street cabinet today to carry out some vital tests in relation to serious packet loss issues on the backhaul between North Thoresby and our London Telehouse Data Centre. These packet loss issues are causing major disruption to Internet and VOIP Services and so it is vital that they are completed so that this issue can be resolved. We are currently working to re-route your traffic via an alternate route however it is possible that once this is established the connection may have returned. The current estimation for restoration is circa 30 minutes. Updates to follow
Services have now returned to the main link.
Services have been fully re-routed until the backhaul has been repaired. There should be no further performance issues. Please contact our customer services team if you are experiencing any drop outs on your connection or any speed concerns as this should be rectified. Updates to follow on the full reinstatement of backhaul services as soon as we hear from Virgin Media.
Traffic Re-Routing. We are continuing to monitor and optimise network performance wherever possible and will have updates on the resolving of the backhaul as soon as we hear back from Virgin Media who we have again chased regarding the fault.
Work on the re-routing of traffic has commenced. Updates to follow
We are dispatching engineers to equipment at another site to put in place a complete traffic re-route until a time when Virgin Media resolve the backhaul issues. This will eradicate performance issues currently being experienced. We would like to take this opportunity to again thank you for your patience and apologise for any inconvenience caused. ETA to the Site is approx 1 hour to begin work. This changeover will have no further impact on performance and we will inform you as to when this takes place.
CUSTOMER SERVICES NOTICE - Please contact us via telephone or live chat if you are completely without service and we will do our best to restore this for you. Please expect performance issues at this time
We are still continuing to see issues on the line and working with Virgin Media at the highest priority to get these issues resolved. in the meantime, we are managing your traffic to the best of our ability to minimise disruption. We apologise for any inconvenience felt by this and assure you we are working to get this fixed as soon as possible.
Services are restored. We are continuing to monitor services and working with Virgin Media to resolve any issues which are still occurring in regards to packet loss and issues with Internet and VOIP Drop outs
Due to the requirement for further testing, we have been advised of a further extension of the downtime. Virgin media have extended their support window to 14:25
Works on site are ongoing and estimated to conclude as soon as possible. We apologise for any inconvenience caused.
No incidents reported
No incidents reported
We are investigating a full network outage at the Castle Irwell Site. Engineers have been dispatched to site whilst our network operations team work remotely to identify the issue. More info to follow
Following Diagnostics at the cabinet, service has been restored. If you are still having issues please do not hesitate to contact our customer services team for assistance
Engineers have identified a faulty optic and this has been replaced. We are watching as services restore
Engineers have arrived on site in Salford and begun diagnostics at the Street Cabinet where the issue is thought to be located.
Information from Engineers: ETA to the site is approx. 1 hour
No incidents reported
A third party fibre provider is completing emergency maintenance on the wider fibre network in the area of Liverpool this evening. Works are being undertaken overnight between the hours of 22:00 on Friday 16th June 2023 and 06:00 on Saturday 17th June 2023. This will impact all Liverpool properties connected to our network.
The maintenance is required due to an urgent fault that has been detected. Engineers will be completing repairs during the maintenance window to uphold the integrity of the network and avoid any major outages.
During the maintenance window, services have been deemed at risk, meaning downtime is highly likely between the above times.
If service interruption is experienced after the maintenance window, please contact our support team.
No incidents reported