Our monitoring systems have flagged an AC Loss of Power error to our equipment in Brunswick Park Block C - Roscoe. Engineers have been dispatched along with Urbansleep to allow for access both with a similar ETA of 20 Minutes. Updates to follow.
All connections are now restored, anyone still having issues is to contact Customer Services as soon as possible. The outage is now marked as resolved and engineers have left site.
Customer Notice - If anyone has reset TP-LINK Equipment as a result of the outage please contact customer services ( Please do not do this if you haven't already ) as you will require a remote reconfiguration. If your connection does not restore in the next 10 minutes, please power off equipment for around 2 minutes and power your equipment back on again.
Engineers arrived on site and restored power to the equipment, services are restoring gradually.
Our Monitoring systems have indicated a loss of power to our equipment in the Riser of the Artesian Building. We are currently working with Concierge who are on their way to the site. Updates to follow
Marked as Resolved. Anyone still having issues is advised to contact our customer services team as soon as possible
Service Restored. Fibre Break was determined to be a result of work carried out by another company on the telegraph pole used to service the address, the fibre cable has been repaired and connection to the building reestablished
A new fibre is being spliced at the damaged core is not repairable in its current location. Damage is at the base of a telecom pole where infrastructure can not be installed to form a joint. Splicing ongoing and progressing
The Specialist Fibre Engineers are on site and have identified an issue 200m away from the Artesian Site. They are currently tracing the fibre cable to identify the fault. Updates to follow
Despite several hours of configuration on new equipment, there is still no uplink to the Cloud Router in the building. It has therefore been diagnosed that there is a fibre fault between a neighbouring building and the Artesian. This therefore requires a fibre test to be carried out by a specialist fibre engineer which can only be conducted in hours of daylight. These tests have been arranged for tomorrow morning when the engineer will attend to conduct tests and diagnose any repairs which may need to be conducted. Updates to follow as we get them.
The engineer is back on site with replacement equipment. Works have began to restore connection
The core router for this building has been found to be faulty. Our engineer on site is currently going to pick up a replacement router which he should have returned to site within the hour.
Engineers are on-site and investigating the faulty equipment.
Attempts to restore service with Concierge have been unsuccessful. We have dispatched an engineer to site with an ETA of 1 hour
No incidents reported
No incidents reported
24 Customers are offline due to a 24P switch failure.
New equipment is installed and customers reconnected. Watching connectivity as unable to test connections where routers are switched off at the customer end.
These connections are still considered at risk.
This is a temporary fix. A maintenance window will be required for permanent solution
Engineer arrived at expected ETA. They are working on uploading configuration to bring new equipment online.
On-site engineers are not able to configure the equipment - The migration is failing. We are sending a different engineer to review. ETA to site 1.5 hours
No incidents reported
No incidents reported
We are currently investigating network connectivity issue within a limited number of buildings within the Liverpool area. We are receiving reports of a connected - no internet error when connecting to the network. Our operations team have been alerted and are currently completing investigations. Further updates to follow shortly.
All live fibres have been spliced and customer services recovered. If you have any issues with your services please let us know.
Work continues to splice not active fibre.
No further updates to follow.
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.
We are investigating an issue with our phone servers impacting both our Home VOIP Services and Customer Services Line. Updates to follow
This incident has now been marked as resolved. Anyone still experiencing issues is urged to contact our customer services team.
Engineers are still hard at work to restore services for all of our customers. This is ongoing with new customers coming back online with each passing minute
We are now seeing successful outbound calls. Our team is continuing to work on inbound calls
Our teams are still working to resolve issues. Some users are restoring periodically whilst we continue diagnostics
Engineers working on the issue and Support hours on the Customer Experience line have been extended until further notice this evening. Updates to follow
We have managed to divert calls to our Customer Services Line 0333 102 0000 to an alternate destination to allow us to help our customers with any unrelated concerns. Updates to follow on Home Phone Services
Engineers have identified an issue with the Database which stores data for the VOIP Servers. They are currently working to restore service as quickly as possible