Giganet, M12 Solutions & DBX Status Page
All Systems Operational

About This Site

At Giganet and M12 Solutions, transparency is one of our core values.
Our mission is to deliver fantastic full fibre broadband to homes, a range of premium full fibre broadband and leased line options for SME businesses and accompanying communications solutions, all securely and reliably.
On this page you will find details on how we're doing!

1. If you are a customer, please subscribe using the button at the top right of this page if you wish to be notified for every future maintenance and network incident that occurs. You can register for E-mail, SMS, Twitter or web hook updates.
2. If you don't fancy receiving all those notifications, you can just subscribe to an individual maintenance or incident by following the subscription options within the particular maintenance/incident page.

If you have any questions not answered here, please contact us at
Giganet: support@giga.net.uk or https://support.giga.net.uk/hc/en-gb
M12 Solutions/DBX: support@m12solutions.co.uk or https://support.m12solutions.co.uk/hc/en-gb

However for any critical/P1 issues, please contact us by phone using the 24x7 support numbers provided to you.

At this time, 24x7 telephone support is only offered for business customers.
Home broadband customers benefit from us looking after our core network 24x7, so any mass service outages will be proactively handled, however individual line issues will be dealt with Mon-Fri 9am-5.30pm.

We use Google Analytics on this status page.

M12 Giganet - Internet Services ? Operational
90 days ago
99.67 % uptime
Today
Giganet Core - Routing ? Operational
90 days ago
100.0 % uptime
Today
Giganet Core - Broadband Routing (LNS) ? Operational
90 days ago
100.0 % uptime
Today
Giganet Core - IP Transit ? Operational
90 days ago
100.0 % uptime
Today
Giganet Core - Peering ? Operational
90 days ago
100.0 % uptime
Today
Giganet Core - MPLS PWANs ? Operational
90 days ago
100.0 % uptime
Today
Giganet Core - Hosted Firewalls ? Operational
90 days ago
100.0 % uptime
Today
Carrier - ELITE/IGNITE (Leased line) ? Operational
90 days ago
98.66 % uptime
Today
Carrier - SuperBOLT/SuperBEAM/UltraBEAM/UltraBOLT/Legacy (Broadband) ? Operational
90 days ago
98.75 % uptime
Today
M12 Giganet - Data Centres & Points of Presence ? Operational
90 days ago
100.0 % uptime
Today
Giganet Core - Telehouse North Operational
90 days ago
100.0 % uptime
Today
Giganet Core - Telehouse East Operational
90 days ago
100.0 % uptime
Today
Giganet Core - Equinix LD8 Operational
90 days ago
100.0 % uptime
Today
Giganet Local - Basingstoke Exchange Operational
90 days ago
100.0 % uptime
Today
Giganet Local - Winchester Exchange Operational
90 days ago
100.0 % uptime
Today
Giganet Local - Salisbury Exchange Operational
90 days ago
100.0 % uptime
Today
M12 DBX - Voice Services ? Operational
90 days ago
100.0 % uptime
Today
M12 DBX - SpliceCom ? Operational
90 days ago
100.0 % uptime
Today
M12 DBX - ShoreTel ? Operational
90 days ago
100.0 % uptime
Today
M12 Giganet - Core Applications ? Operational
90 days ago
99.98 % uptime
Today
DNS01 Recursive Server ? Operational
90 days ago
100.0 % uptime
Today
DNS02 Recursive Server ? Operational
90 days ago
100.0 % uptime
Today
DNS03 Recursive Server Operational
90 days ago
100.0 % uptime
Today
RADIUS01 Server ? Operational
90 days ago
99.88 % uptime
Today
RADIUS02 Server ? Operational
90 days ago
100.0 % uptime
Today
SMTP01 Relay Server ? Operational
90 days ago
100.0 % uptime
Today
SMTP02 Relay Server Operational
90 days ago
100.0 % uptime
Today
NTP01 Server ? Operational
90 days ago
100.0 % uptime
Today
NTP02 Server ? Operational
90 days ago
100.0 % uptime
Today
Authoritative DNS Servers ? Operational
90 days ago
100.0 % uptime
Today
Wholesale Providers ? Operational
Gamma SIP Trunks ? Operational
TalkTalk Business SIP Trunks ? Operational
Horizon Hosted PBX ? Operational
Contacting us/ Tools/ Portals ? Operational
90 days ago
99.97 % uptime
Today
E-mail Operational
Telephone Operational
M12 Solutions - Website Operational
Giganet - Website ? Operational
Giganet - Partner Portal ? Operational
NetShield Networking Monitoring Operational
90 days ago
100.0 % uptime
Today
This status page - status.m12solutions.co.uk Operational
Help Centre Operational
90 days ago
99.95 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Scheduled Maintenance
We are announcing planned core engineering works that will affect some of our Giganet customers as we upgrade our core Juniper router in Equinix LD8.
Our new Juniper MX router has been installed, brought into the Giganet MPLS network, and all that remains is the physical migration of fibre cables to the new router.

This work is intended to dramatically increase network capacity within our Giganet network to maintain high levels of performance for all customers as we grow our business. It reaffirms our philosophy that we aim never to be the bottleneck for all customer's connectivity.

This maintenance activity should NOT affect our broadband customer connections. So if you have a Legacy (ADSL2+, SuperBOLT (FTTC), UltraBOLT (G.Fast), UltraBEAM (FTTP) service, then your connection will remain unaffected as your circuits are routing via our alternate data centre - Telehouse North.

Affecting: All leased line connectivity and DBX customers whose traffic routes via LD8. If you would like to know if you are affected, please contact our support team.
This work will also affect the traffic to internal management servers and systems such as DNS02/03, SMTP02, RADIUS02 and NTP02. Therefore DNS, RADIUS, SMTP and NTP will be 'at-risk' during this works as half of these servers will be momentarily down. Please ensure you have configured both primary and secondary servers where appropriate for DNS, SMTP and NTP.

Date & time of maintenance window: 04/12/20 22:00 - 05/12/20 04:00 (a large window has been advertised for contingency, however the work should take less time than this.)

Service Impact: Momentary interruptions in service for up to 01:00hrs during the maintenance window for individual circuits and services that terminate in and route via LD8.

Tasks: Migrate physical fibre NNIs, peering and transit connections across to the new router one-by-one. Once a circuit has been physically moved across to the new router, confirmed to operate, then we shall progress to the remaining circuits one-by-one working methodically and according to our plans and preparations.

Roll-back plan: Migrate all NNIs, peering and transit connections back to the existing router.

Steps to mitigate risk: Commence work from 22hrs on a Friday, after business hours. New router is already in the MPLS core network and on a suitable Junos version. We have already done this type of upgrade once before in THN in 2019 (THN was a considerably busier and complex site) when we upgraded that core router, so we're experienced. Circuits shall be physically moved one-by-one, and only once we're satisfied the moved-circuit is operating nominally, shall we progress. Roll-back procedure is straight forward and can be performed rapidly if required.

Customers with RO2, diverse, or backup broadband connections should remain online throughout this period as your connection automatically fails over to the backup circuit when your primary circuit drops (due to the NNI move). There may be a brief interruption of 180 seconds (BGP hold-timers) whilst this occurs.

We apologise for any inconvenience this planned engineering works causes.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 30, 11:57 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - GU9

Service Impact: Momentary interruptions in service for up to 4 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 26, 18:03 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - TN16

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 19, 09:47 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - M44, KA30, DT9 and SA73

Service Impact: Momentary interruptions in service for up to 5 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 26, 18:05 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - RH6 and RH16

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 19, 09:58 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - SA73

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 19, 09:56 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - RH16

Service Impact: Momentary interruptions in service for up to 4 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 26, 17:45 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - GU32

Service Impact: Momentary interruptions in service for up to 6 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 26, 18:01 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - BH12, BH15, BH14, BH16, SP5 and SP7

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 19, 09:51 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - DT9, SO51, SO41, PL4 and BH16

Service Impact: Momentary interruptions in service for up to 2 hour 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 19, 09:57 GMT
We are announcing planned core engineering works that are deemed 'at-risk' works, and therefore should not affect any customers.

Affecting: All Giganet customers

Date & time of maintenance window: 09/12/20 22:00 - 10/12/20 02:00 (large window for contingency)

Service Impact: At risk - no outage anticipated

Tasks: Upgrading one of our two diverse inter-data centre links. The alternate inter-data centre link will remain in operation and take the load during this upgrade activity.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Dec 2, 13:39 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - L37

Service Impact: Momentary interruptions in service for up to 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 26, 18:04 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - SP8

Service Impact: Momentary interruptions in service for up to 10 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Dec 3, 15:44 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - GU32

Service Impact: Momentary interruptions in service for up to 6 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Nov 19, 09:33 GMT
One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - OX26

Service Impact: Momentary interruptions in service for up to 2 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Dec 3, 15:52 GMT
Giganet Core Router - Telehouse North ?
Fetching
Giganet Core Router - Equinix LD8 ?
Fetching
Past Incidents
Dec 4, 2020

No incidents reported today.

Dec 3, 2020
Completed - The scheduled maintenance has been completed.
Dec 3, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 3, 00:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - BR8

Service Impact: Momentary interruptions in service for up to 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 26, 17:44 GMT
Completed - The scheduled maintenance has been completed.
Dec 3, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 3, 01:01 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - PL4

Service Impact: Momentary interruptions in service for up to 1 hour during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 19, 10:28 GMT
Completed - The scheduled maintenance has been completed.
Dec 3, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 3, 01:01 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - SA73

Service Impact: Momentary interruptions in service for up to 1 hour during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 19, 09:54 GMT
Completed - The scheduled maintenance has been completed.
Dec 3, 04:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 2, 22:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - OX26

Service Impact: Momentary interruptions in service for up to 3 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 26, 17:47 GMT
Dec 2, 2020
Resolved - Service has remained stable since 03:07.

The carrier has confirmed there was an incident, but no further details about what this was.

An RFO has been requested, in addition to the further 2 that are outstanding with this carrier.

Clearly these outages are unprecedented and we're escalating the problems with the carrier to understand why the reliability is not where it needs to be.
We are also working on alternate backhaul options that can guarantee improved performance and reliability.
Dec 2, 13:17 GMT
Monitoring - A fix has been implemented and we are monitoring the results.
Dec 2, 04:33 GMT
Investigating - We are currently seeing this backhaul circuit offline again. Yes, really We have raised this to the carrier.

Start Time: 00:15

Affecting: all broadband and leased line circuits originating from Salisbury exchange.

Service Impact: loss of redundancy for our backhaul, and potential for degradation at times (however we’re entering off peak network period, so this risk is low). All customers are online.

Further updates will be provided as we learn more.

We apologise for any inconvenience this outage causes.
Dec 2, 00:57 GMT
Completed - The scheduled maintenance has been completed.
Dec 2, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 2, 00:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - BT19

Service Impact: Momentary interruptions in service for up to 6 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 26, 17:46 GMT
Completed - The scheduled maintenance has been completed.
Dec 2, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 2, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - SO51, SO41, GU34, PO33, PO8, DT9 and BH16

Service Impact: Momentary interruptions in service for up to 1 hour during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 19, 09:53 GMT
Completed - The scheduled maintenance has been completed.
Dec 2, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 1, 20:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - TW3

Service Impact: Momentary interruptions in service for up to 10 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 12, 15:24 GMT
Completed - The scheduled maintenance has been completed.
Dec 2, 05:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 1, 23:01 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - GU15, PO7, GU14, RG1, PO14, RG24, HP12, PO9 and RH10

Service Impact: Momentary interruptions in service for up to 6 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 26, 17:43 GMT
Completed - The scheduled maintenance has been completed.
Dec 2, 02:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 2, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - PO19, BH16, GU34, SP5, BH15, SP5, BN17, BH15 and PO6

Service Impact: Momentary interruptions in service for up to 1 hour during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 19, 09:44 GMT
Dec 1, 2020
Resolved - Stability of this NNI has remained since it was fixed was 13:42.

We apologise for the outage that this caused customers.

A postmortem shall be provided shortly.
Dec 1, 17:18 GMT
Monitoring - We have observed re-established connectivity for the affected NNI from 13:42.
Affected service have been restored.
This follows a support ticket to Equinix (the data centre operator) to investigate the outage.

We are waiting to hear back from Equinix what caused the outage.

We shall continue to monitor before closing this incident.
Dec 1, 13:49 GMT
Update - We believe this is a physical fibre cable break within the data centre.
We have escalated this to Equinix to investigate.
The carrier we connect to also sees no light over the single mode fibre cable.
All other devices and cables are operating normally.
Further updates will be provided once we learn more.
Dec 1, 13:00 GMT
Investigating - We are currently aware of a mass service outage (MSO) affecting a very small minority of our ELITE (leased line) services.

Start Time: 01/12/20 12:31

Service Impact: We have lost one of our two carrier NNIs with Virtual1 in our LD8 datacentre. Customer circuits routing via this NNI will be down.

Further updates will be provided as we learn more.

We apologise for any inconvenience this outage causes.
Dec 1, 12:49 GMT
Completed - The scheduled maintenance has been completed.
Dec 1, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 1, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - LS27

Service Impact: Momentary interruptions in service for up to 1 hour during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 19, 09:45 GMT
Completed - The scheduled maintenance has been completed.
Dec 1, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 1, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - GU9 and HP10

Service Impact: Momentary interruptions in service for up to 1 hour during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 19, 09:41 GMT
Nov 30, 2020

No incidents reported.

Nov 29, 2020
Resolved - Stability has been observed overnight.
So we shall class this incident as being resolved.
A full RFO will be release once this has been made available.
We apologise for the extended outage this caused.
Nov 29, 09:30 GMT
Monitoring - All affected customer circuits have been restored as of 20:04.

However, we continue to advise caution until the all-clear has been notified.

We apologise again for the outage, and the inconvenience this may have caused.
Nov 28, 20:33 GMT
Update - Engineers are still working on this fault to restore all services.

Unfortunately, we do not have much more information at this time but be assured, this is being treated as a high priority,

We do not currently have an ETA.
Nov 28, 14:43 GMT
Update - Further attempts to resolve this issue before swapping out the line card have been made but have been unsuccessful.

Engineers are now in the process of swapping out the card.

We do not currently have an ETA.

Further updates shall be provided as we learn more.
Nov 28, 12:06 GMT
Update - Engineers are making progress towards full restoration of Service.

Further updates will be provided as soon as possible.
Nov 28, 09:17 GMT
Identified - We are currently aware of a mass service outage (MSO) affecting some of our ELITE (leased line) and FTTC services in the Portsmouth area.

Start Time: 12:14am

Areas Affected (if known): Portsmouth

Service Impact: Total loss of service

A line card has failed in a core router which is causing the current outage.

Engineers were on site at 2am to recover the failed card but were unsuccessful.

Another Engineer is on route with a replacement, ETA approx. 8am and will proceed to replace the card shortly afterwards.

Further updates shall be provided as we learn more.

We apologise for any inconvenience this outage causes.
Nov 28, 07:05 GMT
Nov 28, 2020
Nov 27, 2020

No incidents reported.

Nov 26, 2020
Resolved - The carrier has now confirmed restoration of service following the fibre break repair.

We shall of course be requesting a RFO (reason for outage) and following this up on here once received.

The latest update from the carrier has explained that two different issues were occurring this morning within their network.
When they restored services in Telehouse North for one of these incidents, this did not restore our link. They believed it would. This meant that they had to troubleshoot where the problem was for our circuit's outage. This then led them to discover the fibre break in the Andover area, and dispatch engineers to repair the fault.

We are incredibly frustrated that this took so long to be repaired today, and also within a week of an even more significant outage.

Please be assured that this is being followed up at the highest levels with the carrier and we are exploring options around our backhaul choice in this exchange, as well as enhancing the offering to ensure there can be no degradation of service in the event of a primary circuit failure.

We apologise for any inconvenience this caused.
Nov 26, 18:34 GMT
Update - The primary backhaul circuit has continued to remain online however we're still awaiting the all clear.

Services are fully operational
Nov 26, 18:11 GMT
Monitoring - The carrier has confirmed that the fibre break location is in Andover.
In the past few moments we have seen the primary link re-establish and traffic has automatically re-routed. So we assume they have repaired it.
We await the all-clear by the carrier before confirming the resolution.
Nov 26, 17:44 GMT
Update - Carrier engineers have now located the source of the fibre break with their OTDR. They are now dispatching to the site location to implement a repair.

Further updates will be posted as we learn more.

Traffic levels in Salisbury continue to be below the backup backhaul circuit's capabilities to ensure that most customers are not impacted too greatly with degraded performance.
Nov 26, 15:18 GMT
Update - The carrier has updated us to say they are still investigating the fault.

All broadband and leased line customers within Salisbury continue to remain online, connected via our backup backhaul circuit, and traffic levels are low enough to ensure that customers should notice little-to-no degradation in their service.
Nov 26, 12:26 GMT
Update - The carrier confirmed that they have re-connected a fibre patch in their head-end and they are seeing circuits restore.
However we have not seen this.
We have just escalated this back to the carrier and are awaiting their next update.
They suggested that we'll receive an update within the next 15-20 minutes as to the status of their investigations.

All broadband and leased line customers within Salisbury continue to remain online, connected via our backup backhaul circuit, and traffic levels are low enough to ensure that customers should notice little-to-no degradation in their service.
Nov 26, 11:05 GMT
Identified - We are experiencing a repeated outage affecting our primary Salisbury backhaul circuit as of 08:30.

Currently everything has automatically failed over to our backup circuit.
As such all services routing via the Salisbury exchange (broadband and leased lines) may experience at times a degradation in their service (at times there could be decreased speeds, packet loss or increased latency).
We have not implemented any traffic engineering yet, as the backup circuit is sufficiently taking the load.

We have logged this with the carrier and they are aware of a MSO (major service outage) affecting their equipment within Telehouse North.
There is no indication on when this problem will be solved.

They advise that an engineer was onsite in Telehouse North since 7am investigating a problem, 'have run OTDR tests', and 'on conference calls to implement a fix'. But we lost our service at 08:30.

We will update this incident as we learn more.

A high level escalation following last weekends' incident has been logged with the carrier, and a call with a Director has been scheduled. This incident shall be added to the notes. Quite clearly, this is unacceptable.

We apologise once again.
Nov 26, 09:13 GMT
Completed - The scheduled maintenance has been completed.
Nov 26, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 26, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - L37

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Oct 30, 15:02 GMT
Nov 25, 2020
Completed - The scheduled maintenance has been completed.
Nov 25, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 25, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - SS17

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 3, 10:29 GMT
Completed - The scheduled maintenance has been completed.
Nov 25, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 25, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - CM3, SS9 and WC1N

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Oct 30, 15:14 GMT
Nov 24, 2020
Completed - The scheduled maintenance has been completed.
Nov 24, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 24, 01:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - B49 and WR11

Service Impact: Momentary interruptions in service for up to 2 hours 30 minutes during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Oct 30, 15:11 GMT
Nov 23, 2020
Completed - The scheduled maintenance has been completed.
Nov 23, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 22, 23:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - CM3

Service Impact: Momentary interruptions in service for up to 7 hours during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 3, 11:09 GMT
Nov 22, 2020
Resolved - Traffic engineering has now been removed.
This incident is now being closed.
Further updates and the RFO (reason for outage) shall be provided once this information has been made available from the carrier.

We apologise once again for the duration of this incident.
Nov 22, 08:17 GMT
Monitoring - A damaged fibre splice in Epsom joint was repaired overnight and our primary circuit came back online at 02:27.

We observed all traffic automatically switched to use the primary path.

We shall now remove the traffic engineering we applied to a subset of customer circuits that we applied to mitigate the worst of the congestion. A confirmation will be sent on this ticket once this is complete.

Full redundancy has now been restored.

We apologise for the length this outage/degraded performance. We shall be following up with the carrier to understand why this took so long to repair as this is considerably outside their SLA. A full RFO will be published in due course.
Nov 22, 07:37 GMT
Update - Our carrier identified a fibre break in Epsom earlier however they couldn’t extend the disruption due to the circuit providing access to ‘blue light’ services.

Therefore the continuation of the investigations and repair shall recommence from 00.01 tonight.
Nov 21, 22:24 GMT
Update - Our carrier’s scheduled investigation works overnight did not take place due to them experiencing a separate MSO which resulted in a lack of engineering resource.
Quite why they don’t have sufficient resource to deal with both is unknown at this stage, as they are a large carrier, and this will be followed up with them after this incident.

The carrier have now rescheduled their investigation works for 12.00 on the Horsham<>Bromley fibre span where they are seeing lower light levels.

We’ve been advised that this outage is affecting over a dozen other network operators in addition to Giganet. However due to some services still operating over this span, they are unable to interrupt the span until pre-defined maintenance windows. So 12.00 is the next opportunity.

Yesterday evening we did experience some slight added congestion on our backup backhaul link in Salisbury as we entered the peak period, but traffic has since remained below such that most customers will not experience any adverse effects.

We are incredible frustrated that this is taking so long to be resolved, and have escalated the issue on multiple occasions to the carrier.

Further updates will be provided after 12.00 when we hope that their investigations will provide some feedback.
Nov 21, 09:19 GMT
Update - Following further escalations to the carrier, they have confirmed that the amplification change they made yesterday didn't resolve the problem for all affected customers. It resolved it for a few, but not all.

They are now planning an emergency change control for 21/11/20 00:01 to authorise further investigations on their fibre link between Bromley and Hersham where the loss of optical power resides. This work will interrupt the fibre cable so they can run further light level/ OTDR checks on the fibre and locate the source of the problem.

We are awaiting further information on whether this change control has been authorised. However they have informed us that they have the engineering resource on standby.

Do to them not knowing where the fault lies or what has caused this, there is currently no estimated time for resolution.

The fault within their optical network is affecting multiple customers.

At this time, our Salisbury exchange presence is still operating from our diverse backup backhaul circuit.
We observe occasional congestion to Salisbury which when this occurs, causes reduced performance and packet loss/higher latency.
The scale of this is very minimal at the moment, so most customers will not experience any issues.

We do however apologise for any inconvenience this is causing.

The Salisbury network remains 'at-risk' due to the loss of our primary backhaul circuit.
Nov 20, 12:47 GMT
Update - The carrier overnight confirmed that they had increased amplification levels and they believed this had resolved the problem. However we are still observing the circuit down.
We have fed this information back to them and it’s been further investigated.
At this time we’re continuing to rely on the backup backhaul circuit and all performance metrics are nominal.
Traffic engineering is still in place for a subset of customers. However the vast majority should experience no adverse effects.
Our Salisbury network remains ‘at risk’ due to the loss of our primary backhaul circuit.
Nov 20, 08:23 GMT
Update - We have escalated this issue once more with the carrier as they have yet to provide any indication of restoration.

The latest is that an engineer is on-site at an optical site (in/near Hersham) where the low light levels are being reported.
At this time they are unsure whether this is a fibre break/damage, or a problem with the optical amplifier.
This is also affecting multiple circuits/customers and has been declared a major service outage.

At this time, our backup backhaul circuit is operational, all customers are online, and the earlier traffic management has ensured that degradation of performance is limited and therefore most customers should experience an acceptable level of service given this incident.

The traffic management and monitoring shall remain inn place overnight.

The next update will be at 08.00 20/11 if not before.
Nov 19, 23:20 GMT
Update - We are still awaiting the repair on the primary backhaul circuit that provides connectivity to the Salisbury exchange.
The latest update from the carrier was at 15:35 when they indicated ‘[low light on their fibre]’.

Since the last update, we have sadly implemented some traffic engineering on a minority of customer connections to ensure that the majority of customers in Salisbury remain as unaffected as possible during this incident. When this was implemented, at approx 17:09, some Salisbury customer connections would have briefly dropped (for a few seconds) before automatically re-establishing.
Some customers may notice a decrease in available bandwidth (speed), whilst this incident is ongoing as a result of this incident and the traffic engineering.
These mitigation steps will ensure that packet loss and overall performance for the majority of customers remains as nominal as possible.

We regret this traffic engineering, but this was done with the best intentions for the majority of customers.
Once the incident is resolve, the traffic engineering will be removed, causing a brief outage before normal service is resumed.

Further updates will be provided as we learn more from our primary backhaul carrier.
Nov 19, 17:31 GMT
Identified - The carrier for our primary backhaul circuit has confirmed that there are low light levels over the circuit, and they speculate due to a potential fibre disturbance.

They have dispatched field engineers to their hub site to locate the fault.

We are starting to observe some slight degradation creep in as all traffic routes via a backhaul route.

If the primary circuit is not resolved as we enter the peak period, we may have to introduce traffic engineering to ensure the majority of customers have an acceptable service. Currently no traffic engineering is in place as per our normal policies.

We apologies for any inconvenience this incident causes.

Further updates will be provided as we learn more from the carrier.
Nov 19, 15:53 GMT
Update - Our backhaul provider are currently investigating the problem.
They have provided no estimated time for resolution.

However, our backup backhaul circuit continues to function well. Due to current customer utilisation out of Salisbury, customers should experience no degradation of service right now. This may change as traffic levels increase however.
All service as considered ‘at-risk’ due to the outage.

Further updates will be provided as we learn more.
Nov 19, 13:53 GMT
Investigating - We are currently aware of a incident affecting our primary backhaul circuit in the Salisbury exchange.

All traffic has automatically rerouted over a backup link.

As such there may be degraded (slow transfers, higher latency or packet loss) performance until the primary circuit has been repaired.
The backhaul carrier has been notified and we are awaiting a further update from them.

Start Time: 11:41

Affecting: all broadband and Ethernet circuits terminating in the Salisbury exchange.

Service Impact: degraded performance for affected customers.

Further updates will be provided as we learn more.

We apologise for any inconvenience this outage causes.
Nov 19, 12:22 GMT
Nov 21, 2020
Nov 20, 2020
Completed - The scheduled maintenance has been completed.
Nov 20, 04:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 19, 22:00 GMT
Scheduled - One of our wholesale carriers have announced planned engineering works that will affect some of our ELITE leased line services.

Affecting: Customers in the following postcode districts - BN6

Service Impact: Momentary interruptions in service for up to 1 hour during the maintenance window.

We apologise for any inconvenience this planned engineering works causes.
Planned engineering works are required from time-to-time to ensure that the network remains stable, high-performing and resilient.

For customers with managed auto-failover/backup to a broadband service, or a managed ELITE leased line backup service, or indeed a RO2 resilient connection, your service should automatically failover to the standby service within 90 seconds (BGP hold-timer delay), before failing back upon the completion of the works. If you are unsure about whether you have a managed backup service, or whether this will operate as described for your connection, please contact us.

If you have any questions about this notification please contact support@giga.net.uk.
Nov 9, 16:55 GMT