Posts Tagged ‘Incidents’

Incident: CityFibre circuits

Posted: Wednesday, October 14th, 2020 at 13:09 by david labouchardiere

We are currently aware of an issue affecting CityFibre provided pseudowire circuits through Telehouse North. Engineers are investigating and further updates will be provided as soon as possible.

  1. david labouchardiere says:

    Engineers have investigated and believe the issue to now be resolved. Please ask any customers still having issues to reboot their router before contacting the service desk. We apologise for any inconvenience caused.

Incident: Vodafone leased lines

Posted: Friday, July 24th, 2020 at 16:19 by david labouchardiere

We are currently seeing a number of Vodafone leased line circuits as down. Initial diagnostics indicate the circuits are related to a single Vodafone handoff. Engineers are investigating and engaging with our supplier. Further updates will be provided when available.

  1. Jonathan Clarke says:

    Suppliers have advised that diagnostics show their management kit unreachable due to which services are impacted. Vodafone have proactively escalated to Level 1 to expedite the fault and restoration of the services.

    Further updates will be provided when available.

  2. Jonathan Clarke says:

    Suppliers have advised that a field engineer has been dispatched to investigate, the ETA for the engineer is 18:30.

    Further updates will be provided when available.

  3. Jonathan Clarke says:

    Suppliers have advised that the field engineer recently dispatched to investigate has been delayed and therefore, the ETA is now 19:30

    We apologise for the delay and we will give further updates when provided.

  4. Jonathan Clarke says:

    Suppliers have advised that the field engineer has arrived on site to complete investigations.

    Further updates will be provided when available.

  5. Jonathan Clarke says:

    Suppliers advise investigations are still ongoing and we are awaiting further updates.

    Thank you for you patience.

  6. Jonathan Clarke says:

    Suppliers advise that the field engineer has been investigating with a 2nd Line Engineer. We have been advised that their equipment is unable to pass traffic and they suspect a line card issue. Suppliers transmission team has been engaged and a resolution is being attempted.

  7. Jonathan Clarke says:

    Suppliers advise that the transmission team has ordered a spare line card for replacement. ETA for the spare card to arrive at the site is 60 minutes. We are proactively monitoring for further updates. When a further update is obtained, we will update you again.

    We appreciate your patience regarding the incident.

  8. Jonathan Clarke says:

    Engineers are continuing to work on this incident, we are awaiting a further update. Once obtained, we will update you again.

  9. Jonathan Clarke says:

    Suppliers have replaced the line card and confirmed that the issue is resolved. We are now seeing our managed routers back online.

    If you have any further issues, please reboot the equipment and if after, the issue persists please call us.

    We appreciate your patience and apologise for any inconvenience caused.