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
99.97 % uptime
Today
Giganet Core - Routing ? Operational
90 days ago
99.98 % uptime
Today
Giganet Core - Broadband Routing (LNS) ? Operational
90 days ago
99.98 % 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
99.88 % uptime
Today
Carrier - SuperBOLT/SuperBEAM/UltraBEAM/UltraBOLT/Legacy (Broadband) ? Operational
90 days ago
99.98 % uptime
Today
M12 Giganet - Data Centres & Points of Presence ? Operational
90 days ago
99.99 % uptime
Today
Giganet Core - Telehouse North Operational
90 days ago
99.95 % 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 Operational
90 days ago
100.0 % uptime
Today
Giganet Local - Winchester Operational
90 days ago
100.0 % uptime
Today
Giganet Local - Salisbury Operational
90 days ago
100.0 % uptime
Today
Giganet CityFibre - Portsmouth Operational
90 days ago
100.0 % uptime
Today
M12 - Voice Services ? Operational
90 days ago
100.0 % uptime
Today
M12 SIP Trunks - THN SBC ? Operational
M12 SIP Trunks - LD8 SBC ? Operational
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
99.99 % uptime
Today
DNS01 Recursive Server ? Operational
90 days ago
99.96 % 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
99.96 % 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
99.96 % 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
99.99 % 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
99.98 % uptime
Today
This status page - status.m12solutions.co.uk Operational
Help Centre Operational
90 days ago
99.99 % 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
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

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.
Posted on Feb 15, 16:34 GMT
We are announcing planned core engineering works that will affect some of our Giganet broadband services. This is to allow us to investigate some reports of packet loss on our THN broadband LNS termination router.

Affecting: Legacy, SuperBOLT, UltraBOLT, UltraBEAM broadband services

Date & time of maintenance window: 04/03/21 00:01 - 01:00 (large window advertised for contingency)

Service Impact: Momentary interruption in service (not longer than 5 mins) whilst services switch to our secondary broadband LNS termination router.

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 where their Giganet broadband service is a backup to a primary ELITE leased line service, then the primary ELITE leased line service will continue to function unaffected. However for customers with exclusive Giganet broadband services, then they will be affected by these works.

If you have any questions about this notification please contact support@giga.net.uk.
Posted on Feb 22, 15:58 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 - RH6

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 Feb 22, 10:12 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 - WA2

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 Feb 17, 09:25 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 - PO9, PO7, RG42, PO3, PO8

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 Feb 24, 09:08 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 - SO15, PO17, RH10, PO14, PO6

Service Impact: Momentary interruptions in service for up to 5 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 Feb 25, 09:05 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 - WF14

Service Impact: Momentary interruptions in service for up to 5 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 Feb 25, 09:07 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 - LS3, LS11

Service Impact: Momentary interruptions in service for up to 5 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 Feb 25, 09:08 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

Service Impact: Momentary interruptions in service for up to 60 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 Feb 17, 09:23 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 - SN3

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 Feb 15, 16:37 GMT
Giganet Core Router - Telehouse North ?
Fetching
Giganet Core Router - Equinix LD8 ?
Fetching
Past Incidents
Mar 3, 2021
Completed - The scheduled maintenance has been completed.
Mar 3, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 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 - SS9

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.
Feb 15, 16:29 GMT
Mar 2, 2021
Completed - The scheduled maintenance has been completed.
Mar 2, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 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 - PO6

Service Impact: Momentary interruptions in service for up to 2 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.
Feb 15, 16:32 GMT
Mar 1, 2021

No incidents reported.

Feb 28, 2021

No incidents reported.

Feb 27, 2021
Completed - The scheduled maintenance has been completed.
Feb 27, 00:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 26, 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 - KT15

Service Impact: Momentary interruptions in service for up to 20 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.
Feb 5, 12:57 GMT
Feb 26, 2021
Completed - The scheduled maintenance has been completed.
Feb 26, 08:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 25, 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 - PO6, CR2

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.
Jan 25, 14:22 GMT
Completed - The scheduled maintenance has been completed.
Feb 26, 08:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 25, 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 - 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.
Jan 15, 16:28 GMT
Completed - The scheduled maintenance has been completed.
Feb 26, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 26, 02:00 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 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.
Feb 16, 09:31 GMT
Feb 25, 2021
Completed - In light of yesterday's (24/02/21) THN core router incident, we have decided to postpone this planned maintenance work.

We shall communicate an alternative date shortly.
Feb 25, 12:06 GMT
Scheduled - We have been advised by Juniper TAC to reboot our MX router in LD8 due to some issues observed with the PIC module. At this time, a reboot has been recommended rather than any other measures.

Affecting: All customers and services that route via our LD8 core router. This will affect a broad range of customers. If you particularly wish to know whether and how your service will be affected, please contact us.

Service Impact: Interruption in service for up to 15 minutes whilst the router is rebooted, and routing sessions re-establish.

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.
Feb 22, 15:51 GMT
Completed - The scheduled maintenance has been completed.
Feb 25, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 25, 00:01 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 - SR1, EN7 and IP14

Service Impact: Momentary interruptions in service for up to 5 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.
Feb 16, 09:36 GMT
Completed - The scheduled maintenance has been completed.
Feb 25, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 24, 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 - PO6, TW3

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.
Jan 25, 14:21 GMT
Feb 24, 2021
Resolved - After a further period of monitoring, we have determined this incident to be resolved.

Juniper TAC have now taken over the investigations of the router log files.

A postmortem to this problem will be updated here once those investigations and our own have concluded.

We apologise once again for the outage this morning.
Feb 24, 20:50 GMT
Update - We are continuing to see good traffic levels and performance since the THN Juniper MX router process restart.

Preliminary timeline of events (subject to final postmortem confirmation) all times GMT:
10:52: THN core router problems start, alerts triggered
10:57: MSO raised, and communicated on our Network Status Page
10:10: Some routing and connections start to recover in THN by themselves.
11:27: Decision take to restart core routing process on the THN router, as memory utilisation still far too high, and not all traffic routing optimally. Logs and information captured prior to this ready for JTAC case.
11:28: THN routing processes restarted.
11:35: THN core routing for transit, peering, THN-homed leased lines sessions reestablished and traffic levels normalise
11:55: Final broadband sessions restored.

We are now follow up with Juniper TAC to understand what caused the memory issues and this incident.
The delay in some broadband sessions not restoring until 11:55 and not failing over to our secondary data centre is a separate problem to this incident. We identified a configuration problem in this regard, and resolved immediately once aware.

A postmortem will be published covering off all aspects of today's incident in the coming days, after Juniper JTAC engagement.

Continued close monitoring of our network will be maintained today especially, and we'll post further updates here over the day to confirm the status.

---------
We're sorry for the interruption to your Giganet and M12 Solutions services today, caused by this incident.

Clearly an unprecedented outage affecting one of our core data centre sites and equipment.
The affected THN Juniper MX core router had been operational for 629 days prior to this incident, and was otherwise performing well beforehand.
This has been the first unplanned core router outage we've experienced in the over 7 years of operating a Juniper core network. (Disclaimer: apart from that caused by last August's Equinix LD8 complete power outage which affected 100s of other ISPs and cloud service providers - https://status.giga.net.uk/incidents/3zcfz8s8g43h).

Clearly any outage is a bad outage, and so we're going to be making lots of key learnings about this incident.
Being connected is even more important right now, so we understand the impact of this incident and hope to restore your trust in Giganet.

If you have any questions or concerns, please do raise these to your account manager or reach our to our support team.

Matthew Skipsey
CTO
Feb 24, 13:29 GMT
Monitoring - We started the THN core routing process 35 minutes ago, and 5-10 minutes following this we have observed more stability and reestablishment of connections.

We saw the final broadband connections on some VRF MPLS connections restore 5 minutes ago. Sadly theses didn't appear to gracefully failover to LD8, so we shall investigate this as a separate issue.

If you are still experiencing problems with your connection, please reboot you connection.
If this fails to restore service, please contact us.

We apologise for the inconvenience this outage caused. It's our priority to ensure stability right now.
Feb 24, 12:01 GMT
Update - We have manually steered broadband sessions across to our LD8 router and are in the process of attempting a recovery of our THN router.
Feb 24, 11:28 GMT
Update - We are seeing things restore, but our engineers are still investigating.
We are currently investigating a potential memory issue.
Feb 24, 11:13 GMT
Investigating - We are currently investigating a major service outage affecting our Telehouse North Site.

Engineers are currently investigating.
Feb 24, 10:57 GMT
Completed - The scheduled maintenance has been completed.
Feb 24, 02:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 23, 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 - WC1N, W1F

Service Impact: No outage expected 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.
Feb 5, 12:52 GMT
Completed - The scheduled maintenance has been completed.
Feb 24, 00:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 23, 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 - SW1V and SW1P

Service Impact: Momentary interruptions in service for up to 20 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.
Feb 10, 12:49 GMT
Feb 23, 2021
Completed - The scheduled maintenance has been completed.
Feb 23, 08:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 22, 21:00 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 - PO6, WC1N, W1F

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.
Jan 25, 14:19 GMT
Completed - The scheduled maintenance has been completed.
Feb 23, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 23, 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 - HP12, KT15 and RG24

Service Impact: Momentary interruptions in service for up to 5 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.
Feb 10, 12:46 GMT
Feb 22, 2021
Completed - The scheduled maintenance has been completed.
Feb 22, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 21, 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 - IP14

Service Impact: Momentary interruptions in service for up to 10 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.
Feb 5, 12:54 GMT
Feb 21, 2021
Feb 20, 2021

No incidents reported.

Feb 19, 2021
Completed - The scheduled maintenance has been completed.
Feb 19, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 19, 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 - SS9

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.
Feb 16, 09:28 GMT
Completed - The scheduled maintenance has been completed.
Feb 19, 00:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 18, 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 - WA2

Service Impact: At-Risk only, no outage is expected 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.
Feb 5, 12:43 GMT
Feb 18, 2021
Completed - The scheduled maintenance has been completed.
Feb 18, 06:01 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 18, 00:01 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 - SN3

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.
Feb 15, 16:40 GMT
Completed - The scheduled maintenance has been completed.
Feb 18, 06:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 18, 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 - CO9

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.
Feb 5, 12:47 GMT
Completed - The scheduled maintenance has been completed.
Feb 18, 02:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 17, 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 - SW3, SW1V, SL9

Service Impact: Momentary interruptions in service for up to 20 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.
Feb 5, 12:45 GMT
Feb 17, 2021
Resolved - City Fibre have confirmed the major incident resolved, and all mitigating steps have been taken to stablise the network.

A full reason for outage postmortem will be ascertained following the conclusion of this incident and posted here once available.

No further interruptions are expected and services have remained stable since our previous updates.

We apologise for the interruption to affected customer's City Fibre circuits over the past 24 hours.
This is clearly unprecedented and not expected behaviour.
If you have any questions, please contact support or your account manager.
Feb 17, 22:30 GMT
Monitoring - Following our last update, City Fibre have now confirmed that they implemented some changes to their network configuration which has stablised the MPLS TE tunnels which were the cause of the loss of service and packet loss earlier.

There is still the risk of further connectivity problems, and we are awaiting the all clear from them.

We have seen no further interruptions in service since our last update.

We shall continue to monitor and provide updates.
Feb 17, 15:57 GMT
Identified - We have observed that most/all City Fibre circuits are stable and online as of around 12:16, however all circuits remain at risk until we receive the all clear from City Fibre.

City Fibre continue to work with their networking vendor to resolve the problem and fix the root cause.
Getting more technical, the problem is in relation to some MPLS TE Tunnels within their network dropping.

City Fibre have indicated that they should be providing an update within the next hour. We will provide further updates once this information is forthcoming.
Feb 17, 13:02 GMT
Update - We continue to see a handful of City Fibre circuits in Edinburgh down on our monitoring systems.

Other services appear online and stable at this time, however there is a risk to all City Fibre services at the moment, across the UK, but mostly in the regions previously explained.

The latest from City Fibre's Network Operations Centre (NOC) is that there are high level investigations ongoing.
They have engaged their networking vendor to identify the root cause of the network instability, and ultimately restore service ASAP.
They anticipate providing a further update within the next hour.
Feb 17, 11:27 GMT
Update - We are continuing to chase City Fibre for updates on this case to get more detail on the problems.

They are aware of the problems and investigating.

We have seen the majority of affected circuits restore, including circuits in Leeds, Wakefield, Glasgow, Aberdeen, however we are seeing some CityFibre connections in Edinburgh currently offline.
Connections in Milton Keynes also briefly were interrupted between 09:31 - 09:34, however they quickly restored.
Circuits in other areas of the country have remained unaffected from our monitoring.

We are continuing to chase and escalate to higher levels to seek out additional information.

We suspect this is a core network/transport issue, due to the nature of this affecting multiple regions.
Feb 17, 10:09 GMT
Investigating - We have observed that City Fibre circuits in the North of England and in certain parts of Scotland have failed this morning from approx 08:15.

This follows the successful restoration of service last night for affected customers.

We will be following this up with City Fibre as it appears there's been a repeated issue within their core network affecting certain circuits.
Customers in Scotland only seem partially affected.
All Giganet customers in Leeds and Wakefield appear to be affected with a service interruption.
Customers on City Fibre circuits in other parts of the country appear to be unaffected.

Customers with automatic failover configurations should remain unaffected, albeit potentially at reduced throughput rates; however customers with single connections will currently be experiencing a total loss of service.

We're sorry for the inconvenience this outage is causing and will be following up urgently with CityFibre to get this resolved.
Feb 17, 08:57 GMT
Update - We are continuing to monitor for any further issues.
Feb 16, 22:01 GMT
Monitoring - We are beginning to see services restore.

However, the carrier's engineers are currently still investigating the root cause of the outage, as there may still be some services at risk and offline until this has been completely resolved and concluded.

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.
Feb 16, 21:23 GMT
Update - We have chased the carrier and they are still currently investigating.

Further updates will be provided as we learn more.

We apologise for any inconvenience caused.
Feb 16, 20:09 GMT
Identified - We are currently aware of a mass service outage (MSO) affecting some of our ELITE (leased line) services.
Apologies for the delayed notification of this on our status page. Our engineers have been investigating shortly after the outage presented, and we have escalated to the carrier. They are aware of the issue and are investigating.

Start Time: 16/02/2021 17:33

Carrier Affected: CityFibre

Areas Affected (if known): Leeds & Wakefield

Service Impact: Total loss of service for customers using CityFibre carrier services in the above areas

Further updates will be provided as we learn more.

We apologise for any inconvenience this outage causes.
Feb 16, 18:54 GMT