We are currently aware of an issue affecting services within the Peterborough area. Engineers are already engaged and investigating. A further update will be provided when available.
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Engineer resources have been engaged to attend the affected site with an ETA of 19:00. Further updates will be posted upon the engineer’s arrival.
CityFibre Incident Number: INC0080756
Major Incident Raised: 22/02/2021 – 16:00
Major Incident Leader: Adam Heath
Service (product) Type: Off-net Ethernet & On-net Ethernet
Service(s) Impacted: Multiple
Configuration Item(s) Impacted: NA
Customer Impact: Total loss of services for customers connected to PB1244.
Description: Core device has become unreachable.
Team(s) Investigating: NOC and Field Engineers
Update 2 -: Further engineer resource is required at the location for investigation and restoration to commence. We do not have an ETA as of yet for their arrival but will provide this as soon as we are in receipt of it.
Update 1 –: 17:22 At 16:00 connection to PB1244 dropped causing a total loss of service. PB1244 remains unreachable and an FLM engineer has been dispatched to site to carry out investigations. ETA for engineer to arrive onsite is currently 19:00.
CityFibre Incident Number: INC0080756
Major Incident Raised: 22/02/2021 – 16:00
Major Incident Leader: Adam Heath
Service (product) Type: Off-net Ethernet & On-net Ethernet
Service(s) Impacted: Multiple
Configuration Item(s) Impacted: NA
Customer Impact: Total loss of services for customers connected to PB1244.
Description: Core device has become unreachable.
Team(s) Investigating: NOC and Field Engineers
Update 3 – Further engineer resource is expected to arrive at site at 21:35
CityFibre Incident Number: INC0080756
Major Incident Raised: 22/02/2021 – 16:00
Major Incident Leader: Adam Heath
Service (product) Type: Off-net Ethernet & On-net Ethernet
Service(s) Impacted: Multiple
Configuration Item(s) Impacted: NA
Customer Impact: Total loss of services for customers connected to PB1244.
Description: Core device has become unreachable.
Team(s) Investigating: NOC and Field Engineers
Update 4 -: The additional engineer resource has arrived onsite and working with our NOC, investigation has commenced.
Next Update: 23:00
CityFibre Incident Number: INC0080756
Major Incident Raised: 22/02/2021 – 16:00
Major Incident Leader: Adam Heath
Service (product) Type: Off-net Ethernet & On-net Ethernet
Service(s) Impacted: Multiple
Configuration Item(s) Impacted: NA
Customer Impact: Total loss of services for customers connected to PB1244.
Description: Core device has become unreachable.
Team(s) Investigating: NOC and Field Engineers
Update 5 -: Our NOC have confirmed that the core device is now reachable following resource at the location rebooting it. They are just performing some final checks before we mark this as resolved.
Next Update: 23:30
CityFibre Incident Number: INC0080756
Major Incident Raised: 22/02/2021 – 16:00
Major Incident Leader: Adam Heath
Service (product) Type: Off-net Ethernet & On-net Ethernet
Service(s) Impacted: Multiple
Configuration Item(s) Impacted: NA
Customer Impact: Total loss of services for customers connected to PB1244.
Description: Core device has become unreachable.
Team(s) Investigating: NOC and Field Engineers
Resolved -: 23:37 Our NOC have confirmed from their checks following the device being rebooted, the majority of impacted services have been restored and the device is operational. Therefore, we will mark the Major Incident as resolved at this point.
They are aware of a very small number of services still offline. It is advised that the equipment at the customer’s side should be rebooted if this is the case and should the service still remain offline, to contact our Technical Service Centre.
There will be a follow up internal post incident review scheduled, with any further required actions being managed by the Change and Problem Management processes.