Incident Details

Resolved [30/05/2019 12:29]

The fault was resolved with all circuits restored by 13:35.

Full notes from Virgin Media Business surrounding the handling of this fault can be found here:

https://cdn.interdns.co.uk/downloads/support-downloads/RFO_Virgin_29_05_2019.pdf

We apologise again for the prolonged outage which affected working hours.

Update [29/05/2019 13:53]

Service has now been restored to the affected circuits. We have yet to receive a reason for outage (RFO) from the carrier, so please consider service to remain at risk. Apologies for the lengthy outage window.

Update [29/05/2019 12:46]

Virgin have updated to say:

Engineers are onsite and continuing investigations and are looking to use spare fibres to attempt to restore service.

Update [29/05/2019 11:58]

Virgin have updated to confirm:

Engineers are onsite and continuing investigations.

We are lead to believe that this is a very complex fault and not a simple re-joining process. We are not in possession of any further details to share. Apologies for this continued outage.

Update [29/05/2019 10:59]

Virgin have updated to say:

Engineers are onsite at present, breaking down the joint to investigate the fibres and locate spares
Please accept our apologies at this time as we are treating this matter with the utmost urgency.

Apologies for this continued outage.

Update [29/05/2019 09:47]

Virgin Media Business have updated us to confirm:

In relation to the issue identified in Camden regarding Loss of service. We are still working hard to resolve these issues as a priority. We are chasing for updates from our splicing team who were due onsite at 09:30 and hope to have updates shortly.

Please accept our apologies at this time as we are treating this matter with the utmost urgency.

To be clear, this issue is affecting multiple circuits and ISP.

Update [29/05/2019 08:14]

Work is continuing to restore service for this Major Service Outage. We have an ETA 09:30 for the splicers.
Apologies that this is set to disrupt working hours.

Update [29/05/2019 07:34]

Virgin engineers are now on-site and attending to the issue. We will post further updates as they are received.

Identified [29/05/2019 06:56]

We've had multiple reports for Virgin Leased Line circuits being reported as hard down. This has been reported to the carrier for further investigation, they've confirmed a Fibre break has been identified.

Below is the update we've had from Virgin, the fault location has been confirmed as Camden, teams have been sent to splice new fibre.

VIRGIN UPDATE
The fibre span runs a total of 82 kilometres. Testing from Brentford light goes 48.5 kilometres and from Telecity it goes 33.5kilometres.

The OCM has calculated the the break location as at Camden hubsite. We have an engineer on route to site.

We have requested an ERS Splicer meet the Engineer at Camden. Networks Dispatch to provide an ETA for the Splicer.

Next Update Due: 29/05/2019 07:30:00

We appreciate your understanding.