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Major Incident - Hull East Outage - HU7 - HU8 - HU9

Major Incident - Hull East Outage - HU7 - HU8 - HU9

10/10/2024 10:50 BST
UPDATE - RESTORED
KCOM engineers have successfully resolved the issue causing the outage by replacing a core piece of equipment at the exchange.
Connection restoration is being observed and will be monitored closely to ensure stability.
If your connection has not restored, please locate and restart your KCOM ONT and wait 5 minutes for reconnection.
If your service has not resumed and you are a business customer, please contact us on 0800 9155 777 Option 2.
If you are a KCOM Home customer please instead contact 01482 602555.


10/10/2024 07:45:34 BST:
UPDATE
Our technical and engineering teams continue to work hard to resolve the situation. We are unable to supply an ERT (Estimated Recovery Time) at this stage. We will provide an update as soon as we have further information.

 

10/10/2024 06:01:33 BST:
Please be aware that we are currently experiencing an outage in the East Hull (HU7, HU8, HU9 ) area affecting broadband and voice services. Our technical and engineering teams are currently investigating the incident and the restoration of services is our highest priority. We will update you as soon as we have further information. We apologise for any inconvenience caused.
Incident Reference:

INC0054305
Services impacted:

Fibre Voice/Data - East Area of Hull (HU7, HU8, HU9)
Status:
Restores - Monitoring
Created at:

10/08/2024 - 08:00

Planned works CHG0045345 - FTTP Connection Annual Maintenance over 4 nights.


Planned works CHG0045345  - FTTP Connection Annual Maintenance over 4 nights.
Across 4 nights starting at 08/10/24 01:00 and ending 11/10/24 06:00 we will be performing essential maintenance of our fibre infrastructure.
These planned works may cause a downtime period on all FTTP connections of up to 10 minutes between 01:00 and 06:00 on one of the above dates.

This effects all fibre connections in our Hull and surrounding area that have an FTTP/Lightstream fibre service that use a white KCOM ONT. 
Connections with a Black ONT in our expansion areas are not effected.

Whilst we apologise for this potential impact to your service, this will allow us to offer you a better and more reliable service in the future.

We do not anticipate the need for any action following these changes, however if your circuit encounters a problem afterward, please reboot all relevant equipment and wait 5 minutes for a restoral of service.

Should you continue to have issues following this and you are a Business / Enterprise customer, please contact our Business Technical Support Team on 08009155777 Option 2.

If you are a KCOM Home customer effected by this change, please instead contact 01482 602555 option 2.
Maintenance Reference:

CHG0045345  
Services impacted:

Data / Voice delivered via FTTP
Status:

Planned Works
Created at:

27/09/24 14:39

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