Incident Details

Resolved [08/12/2022 14:17]

Update [27/10/2022 09:25]

Work continues to have a permanent fix in place as soon as possible, the cable that was scheduled be buried on the 25 October 2022 was unable to go ahead due to bad weather.

The work is weather dependent and is now planned to go ahead as soon as safely possible.

While repairs take place, a small number of end customers may not have access to some services. As this is a complex recovery, we’re not currently able to give a full timeline for restoration.

We'll issue a further update as recovery progresses and apologies for any inconvenience this may be causing.

Update [21/10/2022 16:35]

We have a further update on the Shetland Island Incident.

Engineers have been working hard to restore services to Shetland and minimise the effects on customers. All services were reconnected, via a temporary solution on Thursday afternoon, 20 October 2022.

Further testing and monitoring overnight has shown that services have remained stable, and we will continue to monitor this.

Work continues to have a permanent fix in place as soon as possible and meanwhile as a back-up the Emergency Response Team vehicle is in operation.

We'll issue a further on Monday 25 October 2022.

Update [20/10/2022 23:31]

We have been advised that Broadband services have been seen to restore as of 15:47hrs today. This is a very much temporary solution which engineers are remaining at site to monitor. All other repair activities/actions remain in place with an estimated time of repair of Saturday 22nd October.

Next update expected by 10am 21/10/22.

Identified [20/10/2022 10:48]

We need to make you aware that a major network event has been declared affecting the Shetland Isles. This is impacting services using BT Wholesale and TalkTalk Business.

The root cause of failure has been confirmed and is due to a sub-sea cable planned works carried out by a third-party provider. Due to a break in a third-party subsea cable connecting Shetland with the Scottish mainland, some phone, broadband and mobile services are affected.

Engineers are working to divert services via other routes as soon as possible and BT's external subsea provider is also looking to restore their link quickly.

Anyone who needs to call 999 should try their landline or their mobile, even if they don’t have signal from their own mobile provider.

We will provide further updates upon significant developments.