Broadband drops (BT lines)
MAJOR Closed Broadband (BT)
STATUS
Closed
AFFECTED
Broadband (BT)
STARTED
Dec 02, 07:20 PM (14¼ days ago)
CLOSED
Dec 02, 08:30 PM (14 days ago)
REFERENCE
26803 / AA26803
INFORMATION
  • INITIAL
    14¼ days ago by Andrew

    We're aware that some broadband lines have been dropping this evening, we're investigating.

  • UPDATE
    14 days ago by Andrew

    this has been affecting out BT DSL circuits, TalkTalk circuits have been unaffected. Investigation continues.

  • UPDATE
    14 days ago by Andrew

    We saw a high number of BT lines drop at around 19:30 and then again at around 20:00. Most lines have reconnected now (20:25)

  • UPDATE
    14 days ago by Andrew

    Lines have been stable, and our investigation continues.

  • UPDATE
    14 days ago by Andrew

    The broadband blips this evening were caused by some of our fibres to BT failing, dropping their link.

    We had one fail at 19:27, one fail at 20:02:08, and then two fail at 20:03:53

    We have already raised a ticket with BT for further investigation

  • UPDATE
    14 days ago by Andrew

    BT have raised an RFO (Request For Outage), they already have an open incident regarding Stepney Green (where our fibres terminate) which is also under investigation. This means that they were already aware of a problem and are investigating.

  • UPDATE
    14 days ago by Andrew

    All lines were back up by around 20:20 - most came back very quickly after the drop. This incident is now closed - but will be updated with further information once we hear back from BT.

  • UPDATE
    13¾ days ago by Andrew

    We are aware that this incident affected other ISPs who interconnect with BT in the same location that we do.

  • UPDATE
    13¾ days ago by Andrew

    BT say: "In relation to the links that had dropped at Stepney. The circuits were linked to a 21C Transmission Incident at Stepney IMT675650/18. Alarms were identified and cold resets were carried out on cards to restore services."

  • UPDATE
    13½ days ago by Andrew

    We have asked BT for further information about this incident. We'll report it here when we have it.

  • RESOLUTION
    14 days ago by Andrew

    This fault was caused by a 'Transmission Incident' at Stepney exchange - BT had to reset equipment and this affected other ISPs who interconnect with BT via Stepney. Due to an error at BTs side, their usual incident notification messages were not sent to us; if they had been sent then they would have appeared on this status page and our staff would have been more aware at the time. We do apologise for the inconvenience that this caused our customers. The actual cause of the fault has not been sent to us yet, but we'll update this post when we do.

  • Closed