Fast.co.uk & Firenet – Network Status

[Broadband] Number of DSL circuits down – RESOLVED

 

UPDATE – 19:55

Our monitoring is showing all affected circuits are back up, as such we are closing this alert but will continue to investigate the root cause with our supplier.

UPDATE – 19:49

Our supplier is aware of the issue, and continues to investigate. In the mean time a large number of the affected circuits have reconnected.

25th August 2016 – 19:40

Our monitoring has detected a number of circuits have dropped, we’re investigating with our supplier and will post an update shortly.

[Customer Service Centre] Inbound call issues – RESOLVED

 

UPDATE – 08:30

Normal service has been restored, and we are now able to receive inbound calls again.

10th August 2016 – 08:00

We are currently unable to receive inbound calls due to a problem our telephony supplier is having with their systems. Their engineers are working to restore normal service.

If you require assistance please e-mail support with a contact number and we’ll arrange to call you back as quickly as possible.

[Customer Service Centre] Inbound call issues – RESOLVED

 

UPDATE – 11:15

Normal service has been restored, and we are now able to receive inbound calls again.

6th August 2016 – 10:00

We are currently unable to receive inbound calls due to a problem our telephony supplier is having with their systems. Their engineers are working to restore normal service.

If you require assistance please e-mail support with a contact number and we’ll arrange to call you back as quickly as possible.

[Broadband] Major Network Outage – RESOLVED

 

UPDATE @ 17:00

Services have remained stable, so we are considering the incident resolved. If your broadband service is still offline please firstly reboot your router, before contacting support.

Discussions with Telehouse will continue surrounding what happened, and what is being done to prevent a re-occurrence.

We’d like to apologise to all customers who were affected by this outage.

UPDATE @ 14:20 – full restoration

Power has been restored to equipment in Telehouse, and the majority of the affected services have been restored. We are awaiting the official “all clear” from Telehouse, and our engineers will continue to monitor the situation.

UPDATE @ 13:30 – partial restoration

We are seeing some power restoration to equipment within Telehouse, and some parts of our network have recovered. We expect full recovery will take some time, and that customers may experience some packet loss / higher latency as the network recovers. Our telephone lines remain unavailable at this time, as are a number of hosted services.

UPDATE @ 13:00

Work is ongoing to replace the affected electrical equipment but Telehouse are unable to give a specific timescale for this being completed at the moment.

UPDATE @ 11:30

The latest update from Telehouse suggests that it will still be several hours before power is restored, as equipment is having to be replaced by electrical engineers within the building. We understand, but haven’t had it formally confirmed, that a UPS (Uninterruptible Power Supply) has failed, and requires complete replacement.

UPDATE @ 10:30

We’ve had little update from Telehouse other than their engineers are still working to restore power, and that at this stage they are still unable to give an ETA.

UPDATE @ 09:20

Telehouse confirm that engineers are still working to restore power, but are unable to provide further details or an ETA at this time.

UPDATE @ 08:45

Telehouse engineers are still working to restore power.

UPDATE @ 08:20

Telehouse, one of the UK’s most important datacentres, which our core infrastructure is located within have confirmed this outage has been caused by a loss of power to parts of the facility. Details are minimal at the moment, but they confirm that their engineering teams are working to restore it. We will post a further update once we receive it from Telehouse.

21st July 2016 – 07:50

We are aware of a major network outage affecting services at this time, and engineers are working to establish the cause. The nature of this outage means that our contact centre is unable to receive inbound telephone calls. We apologise for the inconvenience caused, and assure customers we are working quickly to restore service.