Last update received: 24 Dec 2024 - 18:45
ID: 329968
Type: Incident
Location: Hartlepool TS28.
Status: Closed
We are currently experiencing a network incident in Hartlepool, TS28 affecting data services. Engineers are currently investigating the issue and will provide an update as soon as possible or within 2 hours.
Please do not reset your equipment.
We apologise for any inconvenience this may cause.
Update (09 Dec 2024 09:55hrs)
This incident was closed on Monday, December 9th, 2024 at 09:55hrs.
Update (09 Dec 2024 09:55hrs)
Work to restore service was completed on 08/12/2024. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.
Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.
We apologise again for the inconvenience caused and thank you for your patience throughout this issue.
Further works are expected in the area to provide a permanent fix. These works will not impact all customers.
Update (06 Dec 2024 18:20hrs)
Engineers completed excavation work earlier this afternoon and fibre engineers performed remedial work on the damaged fibres.
A small number of customers remain without service.
Further fibre optic repairs are required but are being hampered by restricted access to the site and weather conditions.
It is likely the further repairs will not commence until the morning of Monday 9/12/24.
Further updates will be made as soon as possible or if the situation changes.
We apologise again for the inconvenience caused and thank you for your patience.
Update (06 Dec 2024 08:30hrs)
Engineers have arrived on site and are awaiting completion of excavation. Once excavation is complete work will begin to restore services for affected customers.
We are continuing to work to resolve this issue and a further update will be provided within 2 hours or as soon as possible.
We apologise again for the inconvenience caused and thank you for your patience
Update (05 Dec 2024 15:33hrs)
Engineers on site have located further areas of damage that require excavation before we can complete our repair. We have been advised by the site manager that this will not be completed this afternoon and we will need to reattend tomorrow to repair our cables. A further update will be provided at 10AM.
We apologise again for the inconvenience caused and thank you for your patience.
Update (05 Dec 2024 13:25hrs)
Engineers on site have located a mains fibre break. Excavation is taking place before the cable can be exposed and repaired.
We are continuing to work to resolve this issue and a further update will be provided within 2 hours or as soon as possible.
We apologise again for the inconvenience caused and thank you for your patience.
Update (05 Dec 2024 10:05hrs)
Engineer is currently on site and investigating to try and localise the fault. We are continuing to work to resolve this issue and a further update will be provided within 2 hours or as soon as possible.
We apologise again for the inconvenience caused and thank you for your patience.
Update (04 Dec 2024 18:27hrs)
Engineers on site believe the issue is located on an active construction site and are unable to gain access until tomorrow. We will reattend in the morning and will provide a further update by 10am.
Update (04 Dec 2024 18:12hrs)
Engineers are now on site investigating the issue. We will provide a further update in 2 hours.
Update (04 Dec 2024 15:45hrs)
Engineers have been investigating the problem and believe there to be an issue with fibre on site. A field Engineer has been dispatched to site and is expected the arrive at 16:30. We are continuing to work to resolve this issue and a further update will be provided within 2 hours.
We apologise again for the inconvenience caused and thank you for your patience.
Type: Incident
Location: Hartlepool TS28.
Status: Closed
We are currently experiencing a network incident in Hartlepool, TS28 affecting data services. Engineers are currently investigating the issue and will provide an update as soon as possible or within 2 hours.
Please do not reset your equipment.
We apologise for any inconvenience this may cause.
Update (09 Dec 2024 09:55hrs)
This incident was closed on Monday, December 9th, 2024 at 09:55hrs.
Update (09 Dec 2024 09:55hrs)
Work to restore service was completed on 08/12/2024. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.
Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.
We apologise again for the inconvenience caused and thank you for your patience throughout this issue.
Further works are expected in the area to provide a permanent fix. These works will not impact all customers.
Update (06 Dec 2024 18:20hrs)
Engineers completed excavation work earlier this afternoon and fibre engineers performed remedial work on the damaged fibres.
A small number of customers remain without service.
Further fibre optic repairs are required but are being hampered by restricted access to the site and weather conditions.
It is likely the further repairs will not commence until the morning of Monday 9/12/24.
Further updates will be made as soon as possible or if the situation changes.
We apologise again for the inconvenience caused and thank you for your patience.
Update (06 Dec 2024 08:30hrs)
Engineers have arrived on site and are awaiting completion of excavation. Once excavation is complete work will begin to restore services for affected customers.
We are continuing to work to resolve this issue and a further update will be provided within 2 hours or as soon as possible.
We apologise again for the inconvenience caused and thank you for your patience
Update (05 Dec 2024 15:33hrs)
Engineers on site have located further areas of damage that require excavation before we can complete our repair. We have been advised by the site manager that this will not be completed this afternoon and we will need to reattend tomorrow to repair our cables. A further update will be provided at 10AM.
We apologise again for the inconvenience caused and thank you for your patience.
Update (05 Dec 2024 13:25hrs)
Engineers on site have located a mains fibre break. Excavation is taking place before the cable can be exposed and repaired.
We are continuing to work to resolve this issue and a further update will be provided within 2 hours or as soon as possible.
We apologise again for the inconvenience caused and thank you for your patience.
Update (05 Dec 2024 10:05hrs)
Engineer is currently on site and investigating to try and localise the fault. We are continuing to work to resolve this issue and a further update will be provided within 2 hours or as soon as possible.
We apologise again for the inconvenience caused and thank you for your patience.
Update (04 Dec 2024 18:27hrs)
Engineers on site believe the issue is located on an active construction site and are unable to gain access until tomorrow. We will reattend in the morning and will provide a further update by 10am.
Update (04 Dec 2024 18:12hrs)
Engineers are now on site investigating the issue. We will provide a further update in 2 hours.
Update (04 Dec 2024 15:45hrs)
Engineers have been investigating the problem and believe there to be an issue with fibre on site. A field Engineer has been dispatched to site and is expected the arrive at 16:30. We are continuing to work to resolve this issue and a further update will be provided within 2 hours.
We apologise again for the inconvenience caused and thank you for your patience.