Olilo - Notice history

CityFibre is pleased to confirm that the service disruption has been fully resolved as of 03:08 on 07/08/2025.

The incident was caused by ongoing third-party civil works in the Glasgow area, which impacted multiple services across our network. We sincerely appreciate your patience and understanding during this time.

Major Incident Management has held an additional bridge call with our NOC, Planning team, and on-site personnel.

It has been confirmed that the issue was caused by third-party civil works taking place in the Glasgow area. The ground team is currently developing a restoration plan to reinstate services between Glasgow and Inverness. Updates to follow at the incident progresses.

Next update at: 22:00 06/08/2025

Engineers are currently on-site and actively investigating the issue, with all relevant support teams fully engaged.

To ensure the teams have the space to focus on resolution efforts, we are managing communications carefully and will provide an update as soon as further information becomes available.

Major Incident Management are closely monitoring the situation to ensure the issue is resolved as quickly as possible.

Next update at: 20:00 06/08/2025

CityFibre have got engineers on-site and our team will continue to triage the issue.

Next update at: 17:30 06/08/2025

CityFibre have now confirmed splicing has been completed.

Services are now back online.

CityFibre have identified the cause of the incident as a broken fibre, engineers are on-site repairing the fibre to restore the service. CityFibre apologise for any inconvenience. CityFibre are closely monitoring the situation to ensure the issue is fully resolved.

Next update at: 15:30 05/08/2025

The Major Incident Team are currently investigating an incident that is significantly impacting services in Glasgow and surrounding areas. We are working to identify the issue and resolve the issue as quickly as possible.

Next update at: 14:30 05/08/2025

CityFibre are aware of an ongoing incident affecting a number of services. Engineers are conducting preliminary investigations to determine the comprehensive Service Impact Analysis. CityFibre 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. They will continue to issue regular updates until all services have been restored. Further details will be issued within 15 minutes.

As we have had no further reports we will be marking this has resolved.

We have had reports that members are now back online. We will keep monitoring this and resolve if we don’t hear anything further.

We have contacted CityFibre support again who have said they are unaware of any issues but have raised to the networks team.

We are aware of the rumour of damaged cable replacement but we are at liberty to CityFibre confirming this. If this is planned and not been communicated we will be raising a complaint.

CityFibre are pleased to inform you that the issue has been resolved. The issue was due to damaged fibre, spare fibre was used to restore service. Thank you for your patience during this time.

As of now, restoration efforts are actively progressing. Major Incident Management remains closely engaged and is working in collaboration with support teams to coordinate a comprehensive resolution to the issue. Further updates will be shared as progress continues.

Current Impact There is no total outage at this time. However, customers may be experiencing severe latency and reduced service performance.

Next update at: 17:30 29/07/2025

CityFibre engineers have conducted an OTDR trace at our Rotherham FEX (rot36), focusing on Rack 9, ODF Ports 5 and 6. The trace has identified a possible fault impacting Port 6, which is now under detailed investigation.

Major Incident Management is actively engaged, and ground teams have been authorised to proceed with repair activities once the fault location is confirmed. Communications have been approved for release as progress is made.

There is no total outage at this time. However, customers may experience severe latency or degraded service performance.

Ground teams are preparing for repair work following fault confirmation. Major Incident Management will oversee all updates and changes to ensure timely resolution.

Next update at: 15:00 – 29/07/2025

The Major Incident Team held an additional bridge call with internal support teams and can confirm that our field engineers are currently on-site conducting triage testing at the affected location. Once the exact fault is identified using OTDR (Optical Time Domain Reflectometer) diagnostics, ground crews will be mobilised to the suspected break point to initiate repairs and restore degraded customer services.

Current Impact There is no total outage at this time. However, customers may be experiencing severe latency and reduced service performance. Further updates will follow as restoration efforts progress.

Completed Actions: - CityFibre Ground Team at the affected FEX.

Next update at: 13:30 29/07/2025

The Major Incident Team are currently investigating an incident that is causing a high level of degraded services across Sheffield.
They are working to identify the issue and resolve the issue as quickly as possible.
Completed Actions: - Major Incident Process Invoked. - CityFibre NOC Engaged. - CityFibre Ground Team Engaged.
Next update at: 11:30 29/07/2025

CityFibre is pleased to confirm that the issue was successfully resolved at 01:14 on 01/07/2025.

The issue was resolved by reloading the configuration, restoring full-service functionality.

The Major Incident Team will continue to monitor for stability.

The vendor’s technician has determined the fan modules and power modules have failed in the chassis. New fan modules and power modules have been requested and have ETA of 02:00.
The Major Incident Team will continue to closely monitor the situation and will ensure that all necessary actions are taken to achieve a full resolution as quickly as possible.
Next update at: 02:30 30/06/2025

The vendor’s technician has arrived on-site and is working with their remote teams and CityFibre’s Technical teams to troubleshoot the issue.
The Major Incident Team continues to closely monitor the situation and will ensure that all necessary actions are taken to achieve a full resolution.
Next update at: 23:30 30/06/2025

ERS and FLM engineers on-site have identified that the issue lies with the active hardware.
The Major Incident Team has engaged the vendor, who is continuing remote diagnostics via the FLM engineer on-site.
The vendor has also dispatched a technician, with an ETA of approximately 21:00.
The Major Incident Team continues to closely monitor the situation and will ensure that all necessary actions are taken to achieve a full resolution.
Next update at: 21:30 30/06/2025

The Major Incident Team has received an ETA for ERS and FLM of 18:45 and 18:40 respectively. In the meantime, the vendor responsible for the active equipment are continuing to investigate the hardware. The Major Incident Team continues to closely monitor the situation and will ensure that all necessary actions are taken to achieve a full resolution.

We are aware of an ongoing incident affecting a number of services in Slough. Engineers are carrying out preliminary investigations to assess the full service impact. We apologise for the disruption — restoring service is our top priority, and our Major Incident Process remains active. CityFibre is working urgently to achieve a full restoration. Further details will be issued within 15 minutes. Thanks for bearing with us!

Engineers from both FLM and ERS have been dispatched to investigate. We're currently waiting on ETAs for both teams. At the same time, CityFibre has escalated to the vendor to check for any hardware or software faults in the active network equipment.