All systems are operational

Stickied Incidents

22nd January 2025

Core Network Maintenance Window - ITYNERAFU001

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.

Past Incidents

13th December 2023

No incidents reported

12th December 2023

Power Cuts - Liverpool

Due to loss of power at several sites in Liverpool in the L1, L3 and L7 area, some of our buildings are currently without internet service. Updates to follow

Statement from SP Energy Networks:

"There is a power cut affecting the L1, L3 and L7 postcode areas of Liverpool. We had no advance warning of this and first became aware of it at 3.24pm. Our engineers are enroute to find and fix the fault as quickly and as safely as possible. We expect your electricity supply to be restored by 5.30pm. If you require any further help or support, please call us on 1 0 5.The latest updates can be found on our website www.s p energynetworks.co.uk. We apologise for the inconvenience and thank you for your patience."

  • Services have now been restored across all sites. If you are still without service please power off your router at the power for 30 seconds and power it back on again if you have one or in communal premises disconnect and reconnect your devices. If you are still experiencing issues having followed the above steps then please contact our support team for further assistance.

  • Services are restoring. We will now enter a period of monitoring

  • Power Services have been restored to all buildings but remain at risk however some internet services are still impacted. We have contacted Building Maintenance of the affected buildings who are going to attend the site to check power to our individual cabinets

  • Updated Estimated restored time: 12/12/2023 19:00

  • SP Energy Reference Number: INCD-520600-r

    Estimated restored time: 12/12/2023 17:24

    • 11th December 2023

    No incidents reported

    10th December 2023

    Liverpool Maintenance Window 2309004 Follow Up Work 2 - MDU

    Planned Start Date: 10/12/2023 Planned Start Time: 20:00 Planned End Date: 11/12/2023 Planned End Time: 04:00

    These works are not classified as Affected and instead classified as At Risk.

    This means that service is not expected to be hard-down but services are at risk of being impacted due to the type of infrastructure being worked on.

    Affected Customers have been emailed

  • Maintenance Complete - Service not impacted

  • Maintenance Window started - Services now considered "At Risk"

    • 9th December 2023

    No incidents reported

    8th December 2023

    No incidents reported

    7th December 2023

    Liverpool Maintenance Window 2309004 Follow Up Work 1 - MDU

    Planned Start Date: 07/12/2023 Planned Start Time: 23:00 Planned End Date: 08/12/2023 Planned End Time: 06:00

    These works are not classified as Affected and instead classified as At Risk.

    This means that service is not expected to be hard-down but services are at risk of being impacted due to the type of infrastructure being worked on.

    Affected Customers have been emailed

  • Maintenance Complete - Service not impacted