Posts Tagged ‘Incidents’

Incident: Peterborough

Posted: Monday, February 22nd, 2021 at 16:21 by Jordan Gardner

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.

  1. david labouchardiere says:

    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.

  2. Adam Heath says:

    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.

  3. Adam Heath says:

    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

  4. Adam Heath says:

    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

  5. Adam Heath says:

    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

  6. Adam Heath says:

    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.

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.