06/06/2019 10:00 – Broadband Disruption

We are currently seeing packet loss on many broadband connections, this is currently being investigated and updates will be provided shortly.

UPDATE 01 – 10:45

We have located a back-hull link within our network between our core in Horsham (HOR) and London (THN) that is operating with packet loss at a low level which is affecting services provided by our Horsham facility. This has been removed from service and traffic is flowing via alternative routes.

UPDATE 02 – 11:00

The link removal has restored full service to platforms that operated in part via this link. Investigations are taking place with our fibre backhull provider to ascertain where the fault is. However we suspect this is a common fault further upstream.

UPDATE 03 – 11:29

We are aware some Horsham based broadband services are still seeing issues. Investigations show this to be based around a common fibre link and provider as per our backhull link and investigations have been escalated.

UPDATE 04 – 12:55

We have chased for an update with our suppler who have advised they are seeing issues within there core network affecting other exchanges and services. We have pushed for an escalation due to the severity of the issue.

We apologise for the continued disruption

UPDATE 05 – 14:10

We have been advised the issue is still ongoing and we expect an update by 15:00

UPDATE 06 – 16:01

We have placed further escalations to seniors managers at our suppler due to the length of time this has been ongoing.

UPDATE 07 – 17:00

Our investigations have concluded after speaking with other wholesale providers that this is a result of a Vodafone wholesale issue and a problem within there core network that they are trying to isolate.

UPDATE 08 – 18:10

We have observed packet loss returning to 0% on affected services. This is been confirmed by our supplier however we are continuing to monitor.

UPDATE 09 – 18:50

We have continued to see a good service. Other ISP using Vodafone backhull have advised the same, however we are containing to monitor.

30/05/2019 06:00 – Broadband Disruption

-Update 08:50- We are starting to see some connections come back into service, we are continuing to monitor the situation and will provide more updates shortly.


We are currently aware of an issue effecting lease line and broadband customers. Some services are currently down, we are working with suppliers to get this resolved as soon as possible and will provide updates as we get them.

Apologies for any inconvenience caused.

09/05/2019 20:50 – Broadband Disruption

We have observed a small number of broadband services suffering from intermittent connection problems between 19:46 and 20:46 this evening.

This issue has been tracked down to one of our wholesale suppliers who suffered a network outage that has since recovered. This has resulted in the affected connections not being able to reach our RADIUS servers for authentication and where simply being terminated on the local BTW RAS with a non route able IP address.

Users who do not have a connection are advised to reboot or power off there router for 20 minutes to recover any stuck sessions.

We apologies for the inconvenience and are awaiting an RFO.