Last update received: 25 Jun 2025 - 13:00
ID: 354350
Type: Incident
Location: Colchester CO7.
Status: Open
We have a network incident in West Colchester CO7 affecting phone and internet services. Our team are looking into this and will provide an update by 12:00
Update (25 Jun 2025 10:19hrs)
Our engineer has returned to site this morning to continue working on the issue.
We are aware that a small number of customers experienced a drop in services overnight.
We will be working today on these customers in an effort to isolate where the fault is occurring. This work will result in a outage period.
We apologise for the inconvenience caused. Once this work is complete we will need access to remaining properties to replace equipment.
Update (24 Jun 2025 18:30hrs)
Our engineer has worked today to split customer ONTs onto different equipment. This may not completely resolve the service problems, but it will mean far fewer customers are impacted. Also, it allows us to narrow down the possible causes of the problem.
We will monitor again overnight, and if we see further disruption our engineer will return to site tomorrow to replace customer ONTs where necessary.
We will update you again by 08:00 25/06/2025.
Update (24 Jun 2025 07:44hrs)
Our engineer will be returning to site today to continue identification of the exact cause of the problem. We suspect that there is a faulty customer ONT installed that is interfering with services for a subset of other customers on site.
Because of the nature of the fault, it is difficult for us to identify the correct ONT to replace. We are continuing to work on this, and will update you again by 18:00.
Update (23 Jun 2025 17:35hrs)
Our engineer has now finished works on site for today.
We expect services to be online and stable for now, and we hope that the fault is resolved. But because of the nature of the issue, we cannot be sure until we monitor the services overnight, so be aware that it is possible for services to be impacted again until further notice.
We will update you again by 08:00 tomorrow morning.
Update (23 Jun 2025 15:20hrs)
Our engineer is on site trying to identify the exact cause of the problem. We suspect that there is a faulty customer ONT installed that is interfering with services for a subset of other customers on site.
Because of the nature of the fault, it is difficult for us to identify the correct ONT to replace. We are working on this, and will update you again by 18:00.
Update (23 Jun 2025 07:49hrs)
An engineer is going to be attending site with the current ETA being 10:00.
We will update you again by 12:00, or whenever significant information becomes available.
Update (22 Jun 2025 13:54hrs)
We are aware that there were again issues for customer services in this area this morning and early afternoon.
Another engineer will be attending site Monday morning and may request access to some customer properties to test ONTs.
We will update you Monday at 08:00 with the expected time arrival of the engineer.
Update (21 Jun 2025 15:34hrs)
The engineer has attended site and identified the source of the fault.
As of 14:48 services are restored and have been stable since. However this is due to a temporary solution and so further service impact is possible.
We will be having engineers attend site again during the week to replace customer ONTs that are experiencing faults.
We will update you again at 08:00 Monday.
Update (21 Jun 2025 12:54hrs)
Due to traffic there has been a delay in engineers arrival on site current ETA 13:20
Update (21 Jun 2025 12:06hrs)
Due to traffic conditions the engineer is delayed, but still on their way to site.
We will update you again by 15:00.
Update (21 Jun 2025 10:28hrs)
Engineer attending site current ETA 12:00
Type: Incident
Location: Colchester CO7.
Status: Open
We have a network incident in West Colchester CO7 affecting phone and internet services. Our team are looking into this and will provide an update by 12:00
Update (25 Jun 2025 10:19hrs)
Our engineer has returned to site this morning to continue working on the issue.
We are aware that a small number of customers experienced a drop in services overnight.
We will be working today on these customers in an effort to isolate where the fault is occurring. This work will result in a outage period.
We apologise for the inconvenience caused. Once this work is complete we will need access to remaining properties to replace equipment.
Update (24 Jun 2025 18:30hrs)
Our engineer has worked today to split customer ONTs onto different equipment. This may not completely resolve the service problems, but it will mean far fewer customers are impacted. Also, it allows us to narrow down the possible causes of the problem.
We will monitor again overnight, and if we see further disruption our engineer will return to site tomorrow to replace customer ONTs where necessary.
We will update you again by 08:00 25/06/2025.
Update (24 Jun 2025 07:44hrs)
Our engineer will be returning to site today to continue identification of the exact cause of the problem. We suspect that there is a faulty customer ONT installed that is interfering with services for a subset of other customers on site.
Because of the nature of the fault, it is difficult for us to identify the correct ONT to replace. We are continuing to work on this, and will update you again by 18:00.
Update (23 Jun 2025 17:35hrs)
Our engineer has now finished works on site for today.
We expect services to be online and stable for now, and we hope that the fault is resolved. But because of the nature of the issue, we cannot be sure until we monitor the services overnight, so be aware that it is possible for services to be impacted again until further notice.
We will update you again by 08:00 tomorrow morning.
Update (23 Jun 2025 15:20hrs)
Our engineer is on site trying to identify the exact cause of the problem. We suspect that there is a faulty customer ONT installed that is interfering with services for a subset of other customers on site.
Because of the nature of the fault, it is difficult for us to identify the correct ONT to replace. We are working on this, and will update you again by 18:00.
Update (23 Jun 2025 07:49hrs)
An engineer is going to be attending site with the current ETA being 10:00.
We will update you again by 12:00, or whenever significant information becomes available.
Update (22 Jun 2025 13:54hrs)
We are aware that there were again issues for customer services in this area this morning and early afternoon.
Another engineer will be attending site Monday morning and may request access to some customer properties to test ONTs.
We will update you Monday at 08:00 with the expected time arrival of the engineer.
Update (21 Jun 2025 15:34hrs)
The engineer has attended site and identified the source of the fault.
As of 14:48 services are restored and have been stable since. However this is due to a temporary solution and so further service impact is possible.
We will be having engineers attend site again during the week to replace customer ONTs that are experiencing faults.
We will update you again at 08:00 Monday.
Update (21 Jun 2025 12:54hrs)
Due to traffic there has been a delay in engineers arrival on site current ETA 13:20
Update (21 Jun 2025 12:06hrs)
Due to traffic conditions the engineer is delayed, but still on their way to site.
We will update you again by 15:00.
Update (21 Jun 2025 10:28hrs)
Engineer attending site current ETA 12:00