Network Status

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Incidents

Below is a list of ongoing incidents and their details.

Updates:

Description: Inbound call issues

Current Impact: Service to all numbers was resolved at 01:24 with the carrier continuing to monitor

Incident Start Time: 20/09/2021 23:02:31

Major Incident Raised: 20/09/2021 23:16:16

Major Incident Manager: David Brewis

Completed Actions: An alternate number was configured to allow inbound calls to flow into our call agents whilst the carrier investigated and resolved service. Upon incident resolution we will be looking to understand cause to mitigate future happenings.

Resolution Notes: Service restored at 01:24 BST

Resolved: 21/09/2021 01:24:00
21/09/2021 08:52
Description: Inbound call issues

Current Impact: We are currently aware of an ongoing issue affecting inbound numbers to certain UK and EU number ranges. Our Incident Management are working with the carrier service provider to rectify the problem.

Incident Start Time: 20/09/2021 23:02:31

Major Incident Raised: 20/09/2021 23:16:16

Major Incident Manager: David Brewis

Update Number: 1

Completed Actions: Whilst the carrier continues to investigate and resolve the matter, an additional number to allow inbound calls has been configured. Our teams can be reached on:

01952 924037

On calling this number you will hear a series of options for Entanet sales, provisioning, technical support, finance, customer services or any other query.

Current Action Plan: Please raise incidents through your usual means and if you wish to speak to an individual please call us on 01952 924 037. When the incident is resolved the usual numbers will work as standard.

Next Update: A further update will be published 21 September 2021 at 1000.
21/09/2021 00:11
Description: Inbound call issues

Current Impact: We are currently aware of an ongoing issue affecting inbound numbers to certain UK and EU number ranges. Our Incident Management are working with the carrier service provider to rectify the problem.

Incident Start Time: 20/09/2021 23:02:31
Major Incident Raised: 20/09/2021 23:16:16

Major Incident Manager: David Brewis

Completed Actions: We have reached out to the carrier to aid in investigations

Current Action Plan: Whilst we work with the carrier to reach a resolution please submit any trouble tickets through your usual method (email or portal) and our support desk will ensure these are picked up.

Next Update: We will continue to work with the carrier to restore service as soon as possible
20/09/2021 23:35
We are aware of an ongoing incident affecting a number of services. Our Engineers are conducting preliminary investigations to determine the comprehensive Service Impact Analysis.

We apologise for the inconvenience caused. Our main priority is to deliver the levels of service that our customers deserve and as such we have invoked our Major Incident Process. CityFibre are working to affect a full restoration as soon as possible.

We will continue to issue regular updates until all services have been restored. Further details will be issued within 15 minutes.
20th September 2021 23:16:16