Notice #512091
Recovering

Connection Issue

Began:

We have made the necessary changes to our connection and believe that all issues have been resolved. You may need to re-boot your fibre router in your utility cupboard if you are still without service but that should restore your connection.

If that doesn't resolve your issue, please contact us on support@purefibre.net or on 0330 808 2003 and we will investigate further.

We are really sorry for the inconvenience and appreciate your patience. We will be undertaking a thorough analysis of what failed today with a view to ensuring that it does not recur in the future.

Our second engineer has arrived at the data centre and we are migrating our connection between data centres over to a spare link.

While we are seeing some customer connection returning we are very aware that many customers are still without service and are working hard to resolve this.

We apologise for the delay in updates but can assure you that we are working hard to resolve the issue.

We have a second engineer en-route to our primary data centre and we believe that we will be able to migrate the connection between our data centres to a spare link which should bypass the faulty component.

We will update once our second engineer arrives.

Our engineer has arrived at our second data centre and is assisting our network engineers with trouble-shooting the devices.

Unfortunately we are still unclear as to the exact cause of the issue which appears to be causing routing issues and the investigations are ongoing.

We will update as soon as we have a clearer picture of the issue.

We are continuing to try to diagnose the issue which appears to have originated in our secondary data centre.

Our engineer is on his way to our second data centre and has a journey time of about 30 minutes.

We will update once he arrives and has been able to access our systems.

Our engineer has arrived at our primary data centre and is now working with our network engineers to identify the root cause of the issue.

We will update within the next half hour.

Thank you for your patience.

We are aware of an issue affecting multiple customers that isthe result of an issue in our central London datacentre.

We have an engineer en-route to investigate and expect him to arrive before 3pm at which point we will provide an update.

We are really sorry for this inconvenience and can assure you that we are working as hard as possible to resolve the issue.

  • Internet
  • Telephone
  • Television
Upcoming Maintenance

[Scheduled] Planned 3rd party maintenance

  • Internet
  • Telephone

We are sorry to advise that we have been informed that a 3rd party intends to carry out planned maintenance on our main network connection on 4th November between the hours of 23:59 to 05:00 on 5th November. Due to the nature of the works, it is possible that the internet could be unavailable for the entire duration of this period. However, we do have a redundant line into site in place so this outage should go unnoticed by users due to our automatic backup link.

Once the work is complete, should you still be without service, please power off all your internet routers for 5 minutes and power back on again. Once the units have restarted allow a few minutes for the processes to restart and check again.

If you still have issues please either call 0330 808 2003 Option 2 or email support@purefibre.net and we will investigate further.

Previous Incidents
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