Incidents

Update (04 Jun 2025 14:51hrs)
We are aware of the intermittent issues affecting your broadband connection, and we sincerely apologise for any disruption this has caused to your work and home entertainment. We understand how important a stable internet connection is and appreciate your patience while we work toward a full resolution.

This type of issue is uncommon on a full-fibre network, and we have been actively replacing equipment that may be the root cause. To investigate a lasting fix, we are planning the replacement of splitter connections serving affected properties. Due to the complexity of this work, the earliest they can start are Thursday the 5th of June 2025 and Friday the 6th of June 2025. Please be advised that there will be a loss of connection on these dates while this takes place.

We understand that some customers have raised requests for compensation. At this time, our priority is restoring full service, and we will communicate any decisions regarding compensation to your Internet Service Provider as soon as normal service is resumed.

We may require access to your property to fully restore service once this work is completed. If this is necessary, we will contact you to arrange a suitable time

Once again, we sincerely regret the inconvenience caused and appreciate your patience as we continue working to fully resolve this issue.

Update (03 Jun 2025 16:10hrs)
We have had several engineers working on site today carrying out further investigations.

We are progressing with multiple possible fixes to this issue in parallel.

One solution may involve further customer visits to work on the fibre within properties back to a common point.

Another option is looking at replacing the main incoming fibre into this building and rebuilding the joint that it connects into.

This would take several days to complete and may cause additional down time while we work to give a permanent solution.

We appreciate your continued patience for this long running issue and will provide further communication as we progress with each line of investigation.

Update (03 Jun 2025 07:38hrs)
Engineers will be attending today to replace splitters.

So far we have replaced 33 out of the 38 ONTs (devices in customers’ homes) that we suspect one is faulty and impacting the service of the other devices.

We are still struggling to gain access to the last few properties to replace these units. If you have not had yours swapped, please contact your service provider to arrange an engineer visit.

Update (02 Jun 2025 09:11hrs)
We are still working hard to try and resolve the intermittent fault at this site.

So far we have replaced 33 out of the 38 ONTs (devices in customers’ homes) that we suspect one is faulty and impacting the service of the other devices.

We are still struggling to gain access to the last few properties to replace these units. If you have not had yours swapped, please contact your service provider to arrange an engineer visit.

We have also replaced equipment that these ONTs talk to in our network. We then carried out planned works to move the services to a new device. None of which have fixed the fault.

As the fault is intermittent localising the fault when engineers are on site is complex as often the fault is not presenting itself while we are working.

As such we are working methodically through every possible component. We plan to do more works to replace what are called splitters in the network. We have never seen them fail in this way before but other than gaining access to the last ONTs this is one of the few components not replaced.

We apologise for the ongoing inconvenience.

Please reboot your equipment if you are offline at any point and hopefully this will restore the service.

Update (30 May 2025 07:42hrs)
We are aware that there are still service issues after our work yesterday.

We are arranging for our engineers to return to site for further investigation and will update you again when we have a date and time.

Update (29 May 2025 07:43hrs)
Our engineer is returning to site today to move customer services off of a potentially faulty piece of equipment onto a working one.

We will then watch to see if the same issues recur and update you again tomorrow.

Update (19 May 2025 07:48hrs)
We are aware that customers are still experiencing service issues and are arranging for our engineers to return to site to replace equipment that may be causing the fault. We are sorry for extended impact, because of the nature of the problem we have to replace all customer ONTs in the area, which is a difficult task but we are doing all that we can to get this resolved as soon as possible.

We will update you again when we have an exact time for our engineers' attending.

Update (17 May 2025 15:03hrs)
Our engineers have now finished swapping out the equipment on site for today.

We hope that this will resolve the issues customers are experiencing, but we are still monitoring for more problems.

We will update you again if we see more service drops, or by 08:00 on Monday at the latest.

Update (16 May 2025 22:07hrs)
The fault is the result of faulty ONTs. Our engineer will be attending site tomorrow to replace as many of the faulty pieces of equipment as possible.

We will update you again tomorrow evening after the engineer visit.

Update (04 Jun 2025 08:13hrs)
This Planned Maintenance was completed on Wednesday, June 4th, 2025 at 08:13hrs.

Update (04 Jun 2025 08:12hrs)
This Planned Maintenance was completed on Wednesday, June 4th, 2025 at 08:12hrs.

Update (04 Jun 2025 08:12hrs)
This Planned Maintenance was completed on Wednesday, June 4th, 2025 at 08:12hrs.