13773059 - Some customers connecting to St Austell exchange may be experiencing a loss of service

Details:

Current Status:Closed
Latest Update
We can now confirm resolution to this network incident with all affected tickets now passed back for a retest. Please see our root cause analysis below for an explanation of how this issue occurred.

Summary
Network monitoring has identified a number of customers connecting to St Austell exchange may be experiencing a loss of voice and broadband services
Area Code: WWSAUS

Date Created - 30/03/2021 07:39:38
Incident Duration - 0 day(s) 4 hour(s) 11 minute(s).
Service Affecting Status - Incident is not Service Affecting.
Service Affecting Duration - 0 day(s) 5 hour(s) 50 minute(s).
Tickets Raised to Date: 0

Technical / Suspected Root Cause
Root cause was due to a combination of a faulty fibre from an MSAN controller card and the MSAN failing to switchover correctly to the standby controller card. MSAN was reloaded by our field engineer which restored service. Plus the fibre issue was corrected for redundancy.

Start date:07:53 30th Mar 2021
End date:11:53 30th Mar 2021