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Incident 23/03/23 - CLOSED

Description of Current Incident:

Please be aware that we are currently experiencing issues with some Point to Point Connections that may have an impact on your broadband service. 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:

INC0037859
Services impacted:

Circuit references with: VPLS, I2HU, VNHU, LAHU, VNIP, CXIF,GXHU

Latest Update:

4. KCOM engineers have replaced the link card and investigations found a reboot of other devices was required to bring all services back. Reboot complete and all services restored. 

3. KCOM engineers have replaced the Hardware and has not recovered. Further investigation with the Hardware Vendor is currently in progress.  

2. KCOM engineer has received the replacement Hardware and installation is now taking place. Next Update will be available shortly.

1. KCOM Network engineers are awaiting replacement Hardware. 
Hardware is currently in transit to the engineers working on this.
Next Update will be available shortly.
Status:
red light alert Incident currently Closed
Created at:

23/03/2023 - 05:30

Maintenance 1 of 2

Core Network Upgrades between 13th to 17th March and 20th to 23rd March

Between the dates of 13.03.2023 to 17.03.2023 and 20.03.2023 through to 23.03.2023 KCOM will be carrying out essential maintenance works across our core network.

This activity will take place between 01:00am and 03:00am on each of the above dates.

During this time some customers could experience a period of downtime across their Voice and Internet services of up to 90 minutes whilst the maintenance works take place.

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.

Should you experience any issues following these works, we recommend a power cycle of your router and ONT to restore service.

Should you continue to have issues following this, please contact our Business Technical Support Team on 08009155777 Option 2
Maintenance Reference:

CHG0039335 & CHG0039338
Services impacted:

VoIP/Internet/Data
Status:

Active Maintenance
Created at:

09/03/2023 - 08:30

Maintenance 2 of 2

Core network device reload scheduled for the 27th March 2023 at 21:00

During this time some customers could experience a period of downtime across their Voice service of up to 1 minute whilst the device reload takes place.

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.

Should you experience any issues following these works, we recommend a power cycle of your router and ONT to restore service.

Should you continue to have issues following this, please contact our Business Technical Support Team on 08009155777 Option 2
Maintenance Reference:

CHG0039495
Services impacted:

VoIP
Status:

Active Maintenance
Created at:

14/03/2023 - 08:00