The equipment being moved from Manchester to London is in transit

Please see the latest update for Maintenance and resulting incident reference 2309012:

First of all we would like to apologise profusely for any inconvenience caused so far by this incident. As you will see from the incident updates in the early hours of the morning, works were progressing well and at a good pace. As the Maintenance was coming to an end, a series of unforeseen circumstances meant that service restoration to some areas was delayed however we were still expecting full service restoration by approx 8am. After receiving support from our vendor, we managed to restore services to a large proportion of the Network leaving OFNL to be connected. Upon reconnecting OFNL services we have come across a series of Hardware faults with equipment that was in use and working as expected prior to the works. Despite our best efforts to restore all services via alternative methods, although we are seeing traffic flowing for a large proportion of our OFNL customers we are seeing performance issues and/or full connectivity drops. As a result we will need to replace the now faulty hardware, replacement hardware has already been sourced and engineers are working to pick this up this evening 03/12/2025 and then transport to the engineers in London to install. In the meantime, we are leaving the temporary provision in place and also working to employ a secondary piece of equipment to hopefully improve customer experience whilst we await full hardware replacement. Updates to follow and thank you again for your continued patience and understanding.

We are currently manually reconnecting the remaining affected customers. This process is taking longer than we would like, but our team is working through each connection as quickly as possible.

To avoid delays, please do not reset any of your equipment and do not move or adjust any wiring. If your connection appears online but your Wi-Fi network name is not broadcasting, please check that the Wi-Fi button on your router has not been switched off.

Important: If equipment has been reset, we may be unable to restore your connectivity remotely.

Thank you for your patience while we continue working to resolve the issue.

Following further user reports we have found a subset of OFNL customers still without service. We are working to restore services as quickly as possible. Updates to follow

All services have been restored for the remaining affected areas. Anyone still without service is urged to contact our support team via telephone on 0333 102 0000 , Live chat or by emailing team@internetty.uk . Please note: Our customer service team are still extremely busy following todays incident and response times are inflated. This incident remains open and all services are considered at high risk of failure. Some services have been restored vis temporary measures that will need to be changed and we will have updates regarding this in due course

Services have been restored for a large number of OFNL Customers. We are aware of some connections that are still without service and are working hard to rectify this. Updates to follow

We are watching service restoration of OFNL customers. We are having to gradually bring customers back in to service so this is expected to take some time. Updates to follow

We are now seeing the majority of services fully restored across the network. Our teams are currently focused on the remaining OFNL national services, as well as small parts of Staffordshire that are still affected.

These areas form the next stage of the restoration process, and we expect services to be restored within the next two hours.

Thank you for your patience and understanding while we complete the final stages of recovery. Please do not reset your equipment.

OFNL services remain significantly affected at this time — and also specifically EAD/Ethernet services largely offline.

Our teams are continuing to work closely with the relevant providers to progress restoration as quickly as possible.

Rural networks are performing normally, with traffic levels consistent and stable.

Manchester and Liverpool networks have now been restored, and we expect continued stability across these areas.

Further updates will be provided as soon as more information becomes available.

Thank you for your patience.

Due to the ongoing network issue affecting a section of customers, we are now declaring an MBORC (Matters Beyond Our Reasonable Control) status.

The fault relates to a core network component that is not operating as expected. Our engineers and the equipment vendor are actively working to identify and resolve the underlying cause. Because of the scale and complexity of the issue, the volume of customers attempting to contact us is significantly higher than we can safely manage in real time.

As a result, we are currently unable to sustain the level of inbound contact across calls, chats, and emails while we work to restore service.

Please rest assured that our teams are fully engaged in resolving the fault as quickly as possible.

We sincerely apologise for the disruption and appreciate your patience while we continue this urgent work.

Our equipment vendor is now carrying out software updates on the affected hardware to eliminate this as a potential cause of the unusual behaviour we are seeing on the core network.

Some additional connections have begun to restore, but a number of customers remain without service. Please continue to avoid resetting any equipment while the recovery work is in progress.

Our next update will be provided by 09:30am.

A core piece of network equipment is still not behaving as expected. Our equipment vendor has been contacted and is actively assisting our engineering team with diagnostics.

Further connections have been restored, but some customers remain without service. Please do not reset your equipment, as this may interrupt the recovery process.

If you are currently without service and require connectivity to work this morning, we strongly advise seeking alternative arrangements, as we are unable to provide a confirmed time for full restoration at this stage.

Our next update will be provided by 08:30am.

Our engineers have restored service to additional areas during the last window; however, some sub-sections of customers are still experiencing no service or slower-than-usual speeds.

Work is ongoing, and the team is continuing to progress through the remaining affected segments. We sincerely apologise for the continued disruption.

Please continue to avoid resetting any equipment while restoration is in progress.

Our next update will be provided by 07:40am.

We are still aware that some customers remain without service following the overnight maintenance window. Our engineers are continuing to work on the remaining affected areas, and we apologise profusely for the ongoing disruption.

Please do not reset any of your equipment at this time, as this may interrupt the recovery process.

We will provide a further update by 7:00am.

We have been advised by our engineers that some customers may not be restored by 6am. We apologise profusely for this extended outage and fully appreciate how disruptive this is.

We will provide further updates as soon as we receive information from the team working on the project.

Works to restore the primary peering and transit routes have now been completed and we have begun restoring customer’s services. We are already seeing traffic flowing in some areas. Updates to follow on our progress

Works are going well and the new equipment has been installed and existing equipment removed. Network Operations engineers are beginning to restore primary peering and transit links before works will then begin to start to restore customer’s services. Updates to follow

Full service impacting works have now commenced. Updates to follow

Engineer's have arrived at the Datacentre and have began work preparations. Updates to follow

Preparations are complete ahead of tonight’s works. Engineers are estimated to arrive on site at approximately 22:30 and begin non service impacting works prior to service impact beginning at approximately 23:00