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No incidents reported
We want to inform you about a current issue affecting some of our services in the Liverpool area. Due to a major trunk route fibre incident, certain services are operating via alternative backhaul routes. While we are working diligently to mitigate the impact, you may experience fluctuations in download/upload speeds during this time.
Please rest assured that we are closely monitoring the situation to ensure that you are not without service. However, it's possible that you may notice lower than usual speeds as connectivity is being rerouted.
We sincerely apologise for any inconvenience this may cause and appreciate your patience and understanding as we work to resolve this issue as quickly as possible.
Speeds have been stable for several hours. This incident will now be closed following several hours of monitoring. If you are still experiencing issues with connectivity then please contact our customer service team for bespoke support.
At 00:39 we saw services restore on multiple links that have been offline;
The latest supplier update advises works are still ongoing to restore services;
Although services are now fully operational they remain at risk;
Our team will continue to monitor the service throughout the night.
Update from Supplier:
The cable has arrived on site at the break location and is now being pulled into the ducting. Once the cable has been pulled in the fibre splicers will start splicing both ends of the cable.
Please note, this is a 216f cable and will take time preparing and splicing the fibres.
No time provided for next update
We continue to manage connectivity via alternative methods while the main trunk route is service-impacted.
Major fibre incident update received from supplier;
16/05/2024 20:04:28 Dear customer,
The cable is now on its way down to the site ETA will be about 2.5 hours.
We have already mobilised a cable gang which are about an hour away they will assist the Virgin Media gang in pulling the cable in.
Next update will be at 22:30
Further updates to follow.
We continue to manage connectivity via alternative methods while the main trunk route is service-impacted.
Major fibre incident update received from supplier;
16/05/2024 18:08:36 Dear customer,
Work has commenced to replace the damaged duct, once this has been completed replacement fibre will need to be pulled and re-spliced to restore service.
No firm ETR on service restoration currently.
Next update expected at 20:00PM
Update regarding Major Trunk Route Fault
16/05/2024 16:56:18 Dear customer,
Engineers are still investigating the fault.
The fault has been caused by National Grid installing a new pylon and are currently formulating a fix plan.
We are monitoring on a hourly basis and will update you accordingly.
Kind Regards,
We continue to monitor fluctuation in speeds, and where very low speeds are identified, we attempt to re-route traffic to mitigate the problem.
Regarding the major trunk route fault, we have received the following update; 16/05/2024 16:18:38
Dear customer,
Engineers have located extensive cable and duct damage, we are currently assessing a formulating a fix plan with the third party provided.
Next update is expected at approximately 17:30.