INC000100664586 - P2 - Single Exchange-NDBHI -Biggin Hill -Loss of voice and data services- Backhaul

Details:

Current Status:Closed
We identified an issue that impacted customer connectivity. The backhaul to the exchange briefly dropped and self-recovered.

All services have now recovered.

Locations:

NDBHI - Biggin Hill

We understand the impact this may have caused and appreciate your patience and understanding.

Work Log Submit Date : 12/02/2024 05:14:56

We're happy to report that service has remained stable and we'll now close this incident.

Work Log Submit Date : 12/02/2024 05:16:06

**Re-Opened**

Unfortunately, we've seen a reoccurrence of the issue and have reopened the incident.

We understand the additional impact this may have caused and appreciate your continued patience and understanding. We'll work closely with our teams and resolver groups to implement an appropriate solution.

We'll continue to keep you informed and updated on developments.

WorkLog Submit Date : 12/02/2024 09:21:56

Latest Update:

Due to the impact and severity of this issue, we've decided to escalatet he priority to P2.

WorkLog Submit Date : 12/02/2024 09:24:12

Latest Update:

A Virgin Media-provided backhaul circuit that flapped earlier is now down, causing a loss of voice and data services to customers.

We believe this to be linked to an incident on the Virgin Media network which is affecting another of our exchanges.

We will confirm this with them now.

We'll continue to keep you informed and updated on any further developments.

WorkLog Submit Date : 12/02/2024 09:39:58


Next Update: 12/02/2024 11:20:00

***RESTORED***

Services have recovered. We're still awaiting confirmation that the issue has been resolved. As soon as we get it we will let you know.

WorkLog Submit Date : 12/02/2024 10:01:38


Latest update:

Services have recovered but are still believed to be at risk due to the fibre break on the Virgin Media network.

We are waiting for them to investigate and confirm that this exchange is directly impacted by those ongoing works,

We'll continue to keep you informed and updated on any further developments.

WorkLog Submit Date : 12/02/2024 11:36:18

Next Update: 12/02/2024 13:20:00



We are still waiting for Virgin Media to investigate and confirm that this exchange is directly impacted by their ongoing works on a fibre break.

We have chased them for an update.

We'll continue to keep you informed and updated on any further developments.

WorkLog Submit Date : 12/02/2024 13:19:46



We are still waiting for Virgin Media to investigate and confirm that this exchange is directly impacted by their ongoing works on a fibre break.

We'll continue to keep you informed and updated on any further developments.

WorkLog Submit Date : 12/02/2024 15:21:54


Latest Update:

Virgin Media has now confirmed that this exchange is affected by the ongoing fibre repair works affecting our other exchange.

All services have been up and stable since 13:40 but are still at risk until Virgin Media confirm the works are complete.

We'll continue to keep you informed and updated on any further developments.

WorkLog Submit Date : 12/02/2024 17:15:14

Next Update:12/02/2024 19:20:00

All services have been up and stable since 13:01 but we're still awaiting Virgin Media to confirm that the issue at another exchange that caused the outage has been resolved and that engineers have left site.

We'll continue to monitor the impacted services and reopen the incident if there are further issues.

Work Log Submit Date : 12/02/2024 19:19:28

We're happy to report that service has remained stable following Virgin Media's completion of moving affected services at LSERI, Erith (INC000100664395) to spare fibres. We'll now close this incident.

WorkLog Submit Date : 12/02/2024 20:33:25
Start date:05:19 12th Feb 2024
End date:20:41 12th Feb 2024