Duration: 23 hours and 54 minutes

Affected Components:

Sep 9, 08:05:22 GMT+0
Resolved - This incident has been resolved..

Sep 8, 12:14:46 GMT+0
Monitoring - Freedom have implemented a fix and are currently monitoring the result..

Sep 8, 08:10:58 GMT+0
Investigating - We are aware of an issue currently affecting some customers using the Freedom Fibre network in the Stoke-on-Trent area. Our initial investigation indicates that the issue may be related to return traffic, which can result in connectivity issues for affected services. We are working with Freedom Fibre to investigate this as a priority and identify the cause as quickly as possible. We’ll provide further updates as soon as we have more information..

Duration: 3 days, 19 hours and 38 minutes

Affected Components:

Aug 17, 10:28:06 GMT+0
Resolved - This incident has been resolved..

Aug 14, 12:58:04 GMT+0
Investigating - Looks like this issue has come back. Reopening..

Aug 14, 08:24:50 GMT+0
Resolved - This incident has been resolved..

Aug 13, 14:50:10 GMT+0
Investigating - We are currently tracking a confirmed service outage affecting CityFibre connectivity in the St Albans area. The issue has been formally reported to CityFibre, and we are awaiting further details regarding the cause and estimated restoration time..

Duration: 51 minutes

Affected Components:

Jul 27, 22:51:03 GMT+0
Completed - Maintenance has completed successfully..

Jul 27, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 16, 15:14:08 GMT+0
Identified - **Expected Service Impact:** Approximately 15 minutes of disruption We will be carrying out planned network maintenance to upgrade the connectivity handling our CityFibre services. During this work, we will be moving all CityFibre connections from our existing 10Gbps uplink onto a new 100Gbps uplink. This upgrade will provide additional capacity and improved scalability for future growth. A brief interruption to service is expected while the migration is completed. While we anticipate the actual outage window to be around 15 minutes, we have allocated up to 1 hour to allow for any unforeseen issues and verification checks. Customers using CityFibre services will experience a loss of connectivity during this maintenance window. We will monitor the migration closely and restore services as quickly as possible. Thank you for your understanding..

Duration: 4 hours and 32 minutes

Affected Components:

Jul 23, 14:47:04 GMT+0
Resolved - This incident has been resolved..

Jul 23, 10:14:59 GMT+0
Investigating - We are currently aware a potential issue affecting some CityFibre services in the Blackpool area. Customers may experience intermittent connectivity, reduced speeds, or a complete loss of service while we investigate. At this stage, the cause has not yet been confirmed, and we are working with CityFibre to determine the scope and impact..

Duration: 4 hours and 48 minutes

Affected Components:

Jul 9, 22:14:52 GMT+0
Resolved - CityFibre are pleased to confirm that the issue is resolved. The power issue affecting the equipment has been rectified, and services have been restored. Thank you for your patience during this incident..

Jul 9, 19:32:17 GMT+0
Investigating - The Major Incident Team are currently investigating an incident impacting a number of services within the St Albans area. An FLM (First Line Maintenance) engineer is onsite and has commenced initial investigations. We are working to identify the cause and restore services as quickly as possible. Next update at: 22:30 09/07/2026.

Jul 9, 17:43:06 GMT+0
Investigating - CityFibre have confirmed this is a MSO (Major Service Outage) impacting approximately 2139 Services. More updates to follow..

Jul 9, 17:27:05 GMT+0
Investigating - We are aware of a small number of customers experiencing a potential service outage in the St Albans (AL postcode) area. The issue has been raised with CityFibre, and we are currently awaiting further investigation and updates from their team..

Duration: 21 hours and 33 minutes

Affected Components:

Jul 4, 08:46:28 GMT+0
Resolved - The engineer arrived on site, has replaced the faulty part with services restored. We are however going to continue to monitor to ensure the links are stable, so far services have remained stable..

Jul 3, 23:19:00 GMT+0
Identified - After several talks with the vendor, we have confirmed the earliest time for the faulty part replacement ETA is 03:00AM. Due to the location of the nearest part being sourced from, this is the earliest we can get the part for arrival to resolve the intermittency, providing there are no delays by traffic. Once this has arrived the engineer will work towards restoration on a co-op call with the vendor. Next expected response: 03:30AM..

Jul 3, 21:55:00 GMT+0
Identified - We are aware and have been working on an network fault causing intermittent TLOS for a number of services. This has been identified to be a faulty part in the network that we believe to be resolved earlier this afternoon through a re-seat. As it stands the customer connections are still flapping, so we are in coordination with the vendor on replacing the faulty part causing the outage. There are no specific ETAs at this moment in time, and estimates are this will be resolve in the early morning, but we are pushing to get this fixed asap. Further updates will follow as soon as they are available..

Jul 3, 16:36:16 GMT+0
Identified - CityFibre have confirmed this is currently affected by an emergency change that is affecting customers in Crawley, we have a time window of closure at 19:30 today..

Jul 3, 11:13:24 GMT+0
Investigating - We are investigating a potential issue affecting some CityFibre services in Crawley. CityFIbre engineers are working to identify the cause. Further updates will be provided as soon as more information is available..

Duration: 6 hours and 59 minutes

Affected Components: , ,

Jul 1, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 30, 23:01:00 GMT+0
Identified - Maintenance is now in progress..

Jun 30, 23:00:00 GMT+0
Identified - Zen are currently undertaking planned maintenance affecting all MS3, Openreach, and any other services delivered via Zen. During this maintenance window, affected broadband services may be unavailable or experience intermittent connectivity. Engineers will be carrying out essential work throughout the maintenance period, with services expected to be restored within 7 hours. We apologise for any inconvenience this may cause and appreciate your patience while this essential maintenance is completed..

Duration: 1 day, 5 hours and 21 minutes

Affected Components:

Jun 30, 20:54:50 GMT+0
Resolved - The remaining 4 customers have now been successfully restored after the engineers found a bad splice at a track joint. All services back online. NOC will continue to monitor to ensure stability..

Jun 30, 20:23:27 GMT+0
Monitoring - All fibres have now been spliced however 4 services remain down. Engineers are attending the affected drop node to test further. Updates to follow..

Jun 30, 15:34:31 GMT+0
Monitoring - Engineering still on site working through splicing fibres together. More updates to follow..

Jun 30, 12:30:00 GMT+0
Identified - Damaged cables have now been replaced. Engineers are now beginning splicing fibres back together. Further updates to follow..

Jun 30, 09:44:49 GMT+0
Identified - Engineers are back on site this morning implementing the cable replacement. Expected time of fix is around 13:00 today. Further updates will be provided..

Jun 29, 20:19:32 GMT+0
Identified - Location of damaged fibre has been confirmed. It appears as though a high sided wagon has caught the cable and brought it down. Repairs unable to take place tonight due to health and safety restrictions. Cable route is on single track road and runs through trees. Multiple engineers will be reattending tomorrow morning to carry out a full repair. Further updates will be provided when work resumes. .

Jun 29, 15:34:00 GMT+0
Investigating - Following Trend Analysis and Network Monitoring, Freedom Fibre have identified customers connected to olt01.wnhad are currently experiencing a Loss of Service **Impact Overview:** 61 Customers connected to olt01.wnhad are experiencing a Loss of Service **Progress updates:** Network Engineering have been engaged and have advised that engineer be dispatched to do some physical checks. NOC reached out to Field Engineering to dispatch an engineer to site at WNHAD-AC01\. Field Engineering will be on site in approx 1hr to investigate further. .

Duration: 1 day and 20 minutes

Affected Components:

Jun 26, 20:00:05 GMT+0
Resolved - This incident has been resolved..

Jun 25, 19:56:46 GMT+0
Monitoring - Service has now been successfully restored following intervention from the onsite FLM engineer. The issue was identified as being caused by elevated temperatures, which resulted in equipment impact. Once conditions stabilised and the FLM completed the necessary checks, services returned to normal operation. We will continue to monitor the situation closely to ensure ongoing stability and will provide further updates if required. **Next update at: 07:30 26/06/2026**.

Jun 25, 19:39:48 GMT+0
Investigating - CityFibre are currently investigating an issue affecting some customers in the Birmingham area. Their Major Incident process has been invoked and their team are working to identify the root cause. At this stage, a CityFibre field engineer has been dispatched to site with an ETA of 20:30. **Next update: 21:30 on 25/06/2026**.

Duration: 6 days, 22 hours and 50 minutes

Affected Components: , , ,

Jul 1, 13:41:46 GMT+0
Resolved - This incident has been resolved..

Jun 24, 14:51:51 GMT+0
Investigating - We are currently seeing an increase in faults and service issues across multiple UK network providers due to the ongoing heatwave and unusually high temperatures. This is affecting infrastructure operated by providers such as Openreach, CityFibre, Freedom Fibre and MS3, which may result in longer fault resolution times and an increased number of network-related incidents. At this time, there is no indication of a widespread issue specific to our network. However, customers may experience service degradation or outages where underlying supplier infrastructure has been impacted by the extreme weather conditions. We are actively monitoring the situation and working closely with our suppliers to ensure any affected services are restored as quickly as possible..

Duration: 2 hours and 26 minutes

Affected Components: , , , ,

Jun 23, 22:21:20 GMT+0
Resolved - This incident has been resolved. Update from EXN (Global Switch) _Power has remained stable and services have been restored. If any clients require assistance, please raise a ticket by logging into our portal. We're still waiting for any official communications from Global Switch; however, we believe this power outage affected both feeds across multiple floors._.

Jun 23, 19:55:39 GMT+0
Investigating - We’re currently aware of an issue affecting multiple external sites and services. This appears to be linked to a wider Global Switch 2 outage rather than anything on our side. Because of this, some services may be slow, intermittently unreachable, or failing to load entirely. We’re monitoring the situation closely, but at this stage the impact is outside of our control. We’ll keep this updated as we get more information. <https://status.exn.uk/>.

Duration: 2 hours and 29 minutes

Affected Components:

Jun 23, 01:30:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 22, 23:01:01 GMT+0
Identified - Maintenance is now in progress.

Jun 22, 10:29:58 GMT+0
Identified - Freedom Fibre will be carrying out planned maintenance on the network infrastructure to improve reliability and performance. 🗓 Date: 23/06/2026 🕐 Start time: 00:01 🕐 End time: 02:30 📍 Affected area(s): All Areas During this window, customers in the affected area(s) may experience intermittent connectivity or a brief loss of service. Engineers will be working to complete this work as quickly as possible. We apologise for any inconvenience caused..

Duration: 31 minutes

Affected Components: , , , ,

Jun 17, 23:30:33 GMT+0
Completed - Maintenance has now been completed successfully. We are currently in a hyper-care monitoring phase to ensure everything continues to operate as expected. If you experience any issues following the maintenance, please open a support ticket and our team will investigate as soon as possible. Thank you for your patience and support..

Jun 17, 23:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 15, 11:27:45 GMT+0
Identified - We will be performing planned maintenance this Thursday (18/06/2026) to apply configuration changes and upgrades. During this time, services may experience temporary disruption. This work is required to support performance improvements and prepare the network for increased speeds and stability. We will provide an update once maintenance is complete..

Duration: 15 hours and 5 minutes

Affected Components:

Jun 11, 07:56:41 GMT+0
Resolved - This incident has been resolved..

Jun 10, 19:52:50 GMT+0
Monitoring - We have received confirmation from CityFibre that a fix has been implemented on their side, and services should begin returning to normal within the next hour. We are continuing to monitor the situation closely. If you are still experiencing issues after this time, please contact support so we can investigate further..

Jun 10, 18:59:57 GMT+0
Monitoring - We are now seeing reports that the issue may be resolved for affected customers. We are awaiting confirmation from CityFibre while we continue to actively monitor the situation to ensure stability. Further updates will follow once we have more clarity..

Jun 10, 17:30:45 GMT+0
Investigating - We are continuing to receive reports of service issues affecting customers in the Milton Keynes area. Our upstream network partner is aware of the issue and is actively investigating. We are monitoring the situation closely and will provide further updates as soon as more information becomes available. Thank you for your patience..

Jun 10, 16:51:36 GMT+0
Investigating - We are aware of an issue affecting a small number of customers in the Milton Keynes area. Our team and CityFibre is currently investigating and we will provide further updates as soon as possible..

Duration: 5 hours

Affected Components:

May 25, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 25, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

May 25, 00:00:00 GMT+0
Identified - CityFibre will be carrying out planned maintenance on the network infrastructure to improve reliability and performance. 🗓 Date: 25/05/2026 🕐 Start time: 00:01:00 🕐 End time: 00:06:00 📍 Affected area(s): Derby During this window, customers in the affected area(s) may experience intermittent connectivity or a brief loss of service. Engineers will be working to complete this work as quickly as possible. We apologise for any inconvenience caused..

Duration: 5 hours

Affected Components:

May 15, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 15, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

May 15, 00:00:00 GMT+0
Identified - CityFibre will be carrying out planned maintenance on the network infrastructure to improve reliability and performance. 🗓 Date: 15/05/2026 🕐 Start time: 00:01:00 🕐 End time: 00:06:00 📍 Affected area(s): Reading & Renfrewshire During this window, customers in the affected area(s) may experience intermittent connectivity or a brief loss of service. Engineers will be working to complete this work as quickly as possible. We apologise for any inconvenience caused..

Duration: 6 days, 21 hours and 44 minutes

Affected Components:

May 19, 14:28:07 GMT+0
Resolved - We have been informed by CityFibre that a patch has been rolled out. If you are still impacted by this please let us know so that an incident can be raised directly..

May 12, 16:44:05 GMT+0
Investigating - We’re currently aware of an issue affecting some customers using Nokia ONTs on the CityFibre network. The issue has been escalated to CityFibre for investigation and we are actively working with them to identify the root cause. At this time, customers are advised not to factory reset their router or ONT unless specifically instructed by support, as this is unlikely to resolve the issue. We’ll continue to provide updates as more information becomes available..

Duration: 4 hours

Affected Components:

May 12, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 12, 01:00:01 GMT+0
Identified - Maintenance is now in progress.

May 12, 01:00:00 GMT+0
Identified - CityFibre will be carrying out planned maintenance on the network infrastructure to improve reliability and performance. 🗓 Date: 12/05/2026 🕐 Start time: 02:00:00 🕐 End time: 06:00:00 📍 Affected area(s): Peterborough During this window, customers in the affected area(s) may experience intermittent connectivity or a brief loss of service. Engineers will be working to complete this work as quickly as possible. We apologise for any inconvenience caused..

Duration: 5 hours

Affected Components:

May 11, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

May 11, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

May 11, 00:00:00 GMT+0
Identified - CityFibre will be carrying out planned maintenance on the network infrastructure to improve reliability and performance. 🗓 Date: 11/05/2026 🕐 Start time: 00:01:00 🕐 End time: 06:00:00 📍 Affected area(s):Nottingham & Northampton During this window, customers in the affected area(s) may experience intermittent connectivity or a brief loss of service. Engineers will be working to complete this work as quickly as possible. We apologise for any inconvenience caused..

Duration: 1 hour and 30 minutes

Affected Components:

May 7, 10:04:36 GMT+0
Postmortem - **What was the incident:** olt2.wmbur in Burslem was offline, resulting in a complete loss of service for all customers connected to it. Initially, management access to the OLT was unavailable, limiting visibility of affected customers. However, multiple reports have now been received confirming a loss of service. **Impact:** All customers connected to this OLT will face a total loss of service during this outage. **Latest update:** Freedom Fibre network engineering attended site and spotted a fault with a line card which caused the outage. Once the new line card was seated, service to customers restored. Investigations into why the line card failed will now take place internally at Freedom Fibre. .

May 7, 09:59:32 GMT+0
Resolved - This incident has been resolved..

May 7, 08:29:13 GMT+0
Investigating - We are currently investigating this incident..

Duration: 2 days, 15 hours and 6 minutes

Affected Components:

Apr 20, 10:32:36 GMT+0
Postmortem - # Reason for Outage (RFO) - Network Incident, 17 April 2026 ## Summary On **17 April 2026** our network experienced two related DDoS events. A short-duration event at **02:00** caused brief service degradation and was resolved by **02:30**; we now assess this to have been a reconnaissance probe by the same actor. The main attack began at **20:15** the same day, peaking above **2 Tbps**. It employed a carpet bombing strategy, spreading malicious traffic across a wide range of our IP space rather than concentrating on a single host, which reduced the effectiveness of conventional destination-based mitigation. Service stability was restored by **20:41** after we withdrew all peering and transit sessions and routed 100% of traffic via our upstream scrubbing path. The network continued to operate in this scrub-only configuration over the weekend as a precaution, with **full capacity restored at approximately 09:00 on Monday 20 April** once peering and transit sessions were safely reinstated. During the scrub-only period, the network remained fully operational but some customers may have seen sub-optimal routing and modestly elevated latency compared to normal conditions. ## Timeline ### Early hours, 17 April 2026 (precursor event) | Time | Event | | ----- | ------------------------------------------------------------------------------------ | | 02:01 | Smaller-scale attack traffic detected against our network; brief service degradation | | 02:30 | Attack traffic subsides; service restored | Based on attack vectors, targeting, and timing, we now assess this earlier event to have been a reconnaissance probe by the same actor ahead of the main attack approximately 18 hours later. ### Friday 17 April 2026 (main attack) | Time | Event | | ----- | ---------------------------------------------------------------------------------------------- | | 20:15 | Automated monitoring detects anomalous ingress traffic; alerts fire | | 20:17 | Upstream scrubbing engaged; attack confirmed as distributed volumetric | | 20:21 | Traffic peaks above 2 Tbps across multiple prefixes | | 20:22 | All peering and transit sessions withdrawn; 100% of traffic routed via upstream scrubbing path | | 20:35 | Traffic volumes begin to decline; scrubbing effectiveness improves | | 20:41 | Service stability restored; network operating in scrub-only configuration | ### Saturday 18 – Sunday 19 April Network continued to operate in scrub-only configuration. Attack traffic monitored for resumption; none observed at prior scale. ### Monday 20 April 2026 | Time | Event | | ----- | ------------------------------------------------------------------------------------- | | 09:00 | Peering and transit sessions progressively reinstated; full network capacity restored | ## Impact ## Precursor event (02:01 - 02:30, 17 April) A short period of degraded service was observed during this event. Impact was limited due to the smaller scale of the traffic. ### Main attack (20:15 - 20:41, 17 April) The incident caused **network-wide degradation of service**. Customers experienced packet loss, elevated latency and jitter, and intermittent connectivity issues. The network remained online throughout, but performance was significantly impacted during the peak of the attack due to widespread congestion. ### Scrub-only period (20:22 on 17 April - 09:00 on 20 April) From the point at which peering and transit sessions were withdrawn, all inbound traffic transited our upstream scrubbing path. The network remained fully operational, but customers may have observed: * Modestly elevated latency for some destinations due to non-optimal routing * Minor changes in path selection visible via traceroute * No packet loss or connectivity issues attributable to this configuration Full performance was restored once peering and transit were reinstated on Monday morning. ## Attack Characteristics Analysis of the main attack traffic showed: * Peak volume above **2 Tbps** * **Carpet bombing** across multiple prefixes, impacting large portions of our IP space simultaneously * Predominantly **UDP-based flood traffic** (IP protocol 17) * High volumes of **fragmented UDP packets**, increasing processing overhead and reducing mitigation efficiency * Traffic distributed across a **large number of global source IPs and ASNs**, consistent with a distributed botnet * Concurrent targeting of multiple destination IPs within the same subnet The combination of fragmentation and wide distribution is a well-known technique designed to bypass destination-based filtering, increase load on mitigation infrastructure, and reduce the effectiveness of single-path scrubbing. The earlier 02:01 event exhibited similar characteristics at significantly smaller scale, which is consistent with reconnaissance intended to test our detection and response profile before committing the main attack. ## Cause At peak, the scale and distribution of the attack exceeded the capacity of our **single upstream mitigation path**. This is a known architectural limitation that this incident brought into sharp focus. The result was: * Saturation of upstream scrubbing capacity * Upstream packet drops and queueing * Spillover congestion affecting broader network performance Because traffic was spread across many IPs and prefixes, it could not be isolated to a single target and required network-wide mitigation handling. ## Mitigation & Response The attack was detected immediately via automated monitoring. Traffic was initially routed through upstream scrubbing, and filtering rules were adjusted dynamically as the attack pattern evolved. As the attack continued to scale and spill over onto peering and transit ingress paths, a decision was taken at **20:22** to **withdraw all peering and transit sessions** and route 100% of inbound traffic through our upstream scrubbing path. This took the remaining attack traffic off our direct ingress and placed it behind dedicated mitigation capacity, which restored stability within minutes. The network was held in this configuration deliberately over the weekend to ensure the attack had fully subsided before reintroducing direct paths. Peering and transit sessions were progressively reinstated from approximately **09:00 on Monday 20 April**, with full capacity restored shortly thereafter. ## Improvements Implemented Following this incident, we have made immediate changes: * **Additional upstream scrubbing capacity** has been provisioned * **Multi-provider mitigation** is now in place, removing reliance on a single scrubbing path * **Mitigation thresholds and escalation behaviour** under extreme load have been re-tuned, including earlier engagement of secondary capacity * **Correlation of smaller precursor events** with subsequent activity has been strengthened, so probe-style traffic is flagged and tracked proactively ## Conclusion This was a large-scale, highly distributed volumetric attack, preceded earlier the same day by a smaller reconnaissance event, designed to stress both capacity and mitigation systems simultaneously through scale, fragmentation, and distribution. Service stability was restored within 26 minutes of detection by withdrawing peering and transit sessions and placing all traffic behind upstream scrubbing. The network was held in this configuration over the weekend as a precaution, with full capacity reinstated on the morning of Monday 20 April. While the network remained operational throughout, the event exposed limitations in single-path mitigation under extreme conditions. Those limitations have now been addressed. We remain committed to transparency about incidents of this nature and will continue to evolve our defensive posture as attack techniques develop. If you have specific questions about how this incident affected your services, please contact support..

Apr 20, 10:31:06 GMT+0
Resolved - This incident has been resolved..

Apr 18, 12:12:09 GMT+0
Monitoring - As part of our initial mitigation, peering was temporarily taken down to help contain the attack. We are now beginning to bring peering back up in stages. Upstream filtering remains active and connections should be stable, though users may notice slightly elevated ping times while peering is restored. Further updates to follow..

Apr 17, 19:25:00 GMT+0
Monitoring - We have identified a large-scale volumetric DDoS attack targeting our infrastructure, which is causing intermittent connection drops, timeouts, and performance fluctuations. Mitigation is actively in progress and traffic is being filtered upstream. Some users may continue to experience degraded performance while we work to fully stabilise the service. Further updates will follow as mitigation progresses..

Affected Components: , , , ,

Apr 17, 08:53:19 GMT+0
Resolved - Just a quick update - earlier today we experienced a large scale targeted DDoS attack. The impact was minimal, and our team handled it quickly. Most users shouldn’t have noticed anything beyond possible brief disruption. Everything is now operating normally, and we’re continuing to keep an eye on things. Thanks for your patience 💙.

Duration: 1 day, 13 hours and 12 minutes

Affected Components:

Nov 5, 11:23:44 GMT+0
Resolved - This incident has been resolved..

Nov 4, 08:02:12 GMT+0
Monitoring - CityFibre believes that all services have now been restored. However, we are currently awaiting confirmation from the on-site engineers that the splicing works have been completed and that they are fully hands-off. Next update at: 08:30 04/11/2025.

Nov 4, 08:01:47 GMT+0
Identified - Engineers remain on-site and are continuing with the splicing works. CityFibre’s NOC has confirmed that the majority of services have now been restored. However, due to some delays encountered in the field, full restoration is now expected by approximately 07:30\. The Major Incident Team is closely monitoring the situation to ensure the issue is fully resolved. Next update at: 08:00 04/11/2025.

Nov 3, 23:31:25 GMT+0
Identified - The Major Incident Team has identified the root cause of the incident as a fibre break, resulting from a high-voltage power issue that caused the cables to melt. Due to the extent of the damage, engineers are required to remove the existing cable and install a new one. The estimated time for full service restoration is approximately 8 hours; however, some services are expected to restore prior to the completion of the works. The Major Incident Team is closely monitoring the situation to ensure the issue is fully resolved. Next update at: 03:30 03/11/2025.

Nov 3, 23:06:54 GMT+0
Identified - The Major Incident Team have identified the cause of the incident as fibre strike and are currently working to restore the services. The ERS engineers are currently on-site to repair the fibre. The Major Incident Team are closely monitoring the situation to ensure the issue is fully resolved. Business Impact: Approximately 3000 FTTH, FTTP and Dark Fibre services are down. Next update at: 23:30 03/11/2025.

Nov 3, 22:11:40 GMT+0
Investigating - The Major Incident Team are currently investigating an incident that is impacting a number of services in Edinburgh. CityFibre are working to identify the issue and resolve the issue as quickly as possible. Next update at: 22:30 03/11/2025.

Duration: 10 minutes

Affected Components:

Oct 27, 23:10:00 GMT+0
Completed - Maintenance has completed successfully.

Oct 27, 23:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 27, 23:00:00 GMT+0
Identified - Hey everyone - we’ll be performing a quick maintenance tonight at **23:00** to split our **/23 network into two /24s**. This helps us scale and improve routing for future deployments. During the change, you might notice a **short interruption in connectivity**. Once it’s complete, your router will simply need to **request a new DHCP lease** \- don’t worry, **your IP address won’t change**..

Duration: 19 hours and 29 minutes

Affected Components:

Oct 9, 08:30:40 GMT+0
Postmortem - ### **RFO – DDoS Incident** **Date/Time:** 8th October 2025 **Impact:** Intermittent connectivity and packet loss across parts of the network. **Duration:** \~45 minutes **Status:** Resolved **Summary:** At approximately 14:00, our network began experiencing a large-scale Distributed Denial of Service (DDoS) attack targeting our edge infrastructure. The attack caused intermittent packet loss and service degradation for some customers. **Actions Taken:** * Identified malicious traffic patterns. * Temporarily withdrew our route servers via **LINX** and **LONAP** to isolate and contain the impact. * Engaged automated DDoS filtering which successfully mitigated the attack and restored stability. **Preventative Measures:** We’ve implemented some changes to our DDoS defence system and filtering rules to mitigate this in the future. **Status:** All services are now stable and fully operational..

Oct 9, 08:28:42 GMT+0
Resolved - The DDoS attack has been fully mitigated. Services are now confirmed stable and performing as expected. We’ve implemented some changes to our DDoS defence system to mitigate similar events in the future. Thanks for your patience while we dealt with this one 💪.

Oct 8, 14:00:20 GMT+0
Monitoring - We’re now monitoring the issue closely, and the reduced peering will remain in place while we make sure everything stays stable. .

Oct 8, 13:30:15 GMT+0
Identified - We’re currently being targeted by a DDoS attack which is causing some disruption. Our network team is actively mitigating and things should start stabilising soon. Please bear with us while we get everything back to normal 💪.

Oct 8, 12:59:25 GMT+0
Investigating - We are currently investigating this incident..

Duration: 3 days, 16 hours and 52 minutes

Affected Components:

Sep 29, 14:36:45 GMT+0
Resolved - We’ve run checks on our side, and the increased latency only seems to be affecting certain CityFibre areas (Scotland). Since there’s no actual downtime, this isn’t considered a fault on their end. The best we can do for now is wait for CityFibre to resolve it, likely as part of ongoing upgrades or network improvements..

Sep 25, 21:45:03 GMT+0
Investigating - We are seeing reports of slightly increased latency in Scotland. This does not appear to be isolated to Olilo, as there are reports from outside our network as well. The issue has been raised with CityFibre and we’ll provide updates as we receive them..

Duration: 1 hour

Affected Components: ,

Sep 23, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 23, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 23, 22:00:00 GMT+0
Identified - We’ll be carrying out scheduled maintenance on **Tuesday, 23/09/2025 between 23:00 and 00:00**. During this window, an FPC reboot will take place, which may cause a short service interruption. Service will automatically restore once the reboot is complete, and we expect the overall impact to be minimal. This work is an exciting next step in bringing **Openreach customers onto the Olilo network**. Once complete, we’ll be ready to start welcoming you onto our **Core Network**. Thanks for bearing with us while we continue building out the network!.

Duration: 30 minutes

Affected Components: ,

Sep 15, 00:00:00 GMT+0
Completed - Maintenance has completed successfully..

Sep 14, 23:30:00 GMT+0
Identified - We will be performing planned maintenance on **Monday 15/09/2025** between **00:30 and 01:00**. During this time, an FPC reboot will take place which may cause a brief interruption in service. We expect the impact to be minimal and service will automatically restore once the reboot is complete. Thank you for your patience..

Duration: 16 hours and 33 minutes

Affected Components:

Aug 7, 07:19:29 GMT+0
Resolved - 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. .

Aug 6, 20:49:31 GMT+0
Identified - Major Incident Management can confirm that a restoration plan has been put in place - The restoration strategy involves initiating a new cable route by tapping into the CF Joint. From there, the team will install a new length of cable leading directly to a track joint that will be positioned within one of the designated carriageway chambers. This track joint will serve as an intermediary connection hub, allowing for flexible routing in turn restoring services to the affected customers. Due to the level of work that is required it has been confirmed that this work will carry into the night - Based on this next comms will be published at 1am on the 7th of August Updates to follow at the incident progresses. \*\*Next update at: 01:00 07/08/2025\*\*.

Aug 6, 19:02:47 GMT+0
Identified - 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**.

Aug 6, 17:50:57 GMT+0
Investigating - 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**.

Aug 6, 15:46:11 GMT+0
Investigating - CityFibre have got engineers on-site and our team will continue to triage the issue. **Next update at: 17:30 06/08/2025**.

Aug 6, 14:46:49 GMT+0
Investigating - The Major Incident Team are currently investigating an incident that is significantly impacting services in Glasgow and surrounding areas. CityFibre are working to identify the issue and resolve the issue as quickly as possible. **Next update at: 16:30 06/08/2025**.

Duration: 6 hours and 1 minute

Affected Components:

Aug 5, 17:50:51 GMT+0
Resolved - This incident has been resolved..

Aug 5, 14:32:29 GMT+0
Monitoring - CityFibre have now confirmed splicing has been completed. Services are now back online..

Aug 5, 13:36:14 GMT+0
Identified - 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**.

Aug 5, 12:45:41 GMT+0
Identified - 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**.

Aug 5, 11:55:33 GMT+0
Investigating - 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..

Aug 5, 11:50:02 GMT+0
Investigating - We have had reports of outages in the Glasgow area. This has been reported to CityFibre and will update once we get confirmation..

Duration: 7 hours and 34 minutes

Affected Components:

Aug 3, 16:25:11 GMT+0
Resolved - As we have had no further reports we will be marking this has resolved..

Aug 3, 11:46:19 GMT+0
Monitoring - We have had reports that members are now back online. We will keep monitoring this and resolve if we don’t hear anything further. .

Aug 3, 10:39:40 GMT+0
Investigating - 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..

Aug 3, 08:51:06 GMT+0
Investigating - We have had reports of outages in the Glasgow area. This has been reported to CityFibre and will update once we get confirmation..

Duration: 10 hours and 9 minutes

Affected Components:

Jul 29, 19:25:07 GMT+0
Resolved - 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..

Jul 29, 14:38:52 GMT+0
Identified - 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**.

Jul 29, 12:34:50 GMT+0
Identified - 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**.

Jul 29, 10:41:22 GMT+0
Investigating - 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**.

Jul 29, 09:30:14 GMT+0
Investigating - 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**.

Jul 29, 09:15:41 GMT+0
Investigating - 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. They are working to affect a full restoration as soon as possible..

Duration: 1 hour

Affected Components: ,

Jul 4, 01:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jul 4, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 4, 00:00:00 GMT+0
Identified - During this window our partner will be introducing 3x new LNS routers in London to support terminating broadband subscribers. As a result they will need to re-balance sessions onto the new LNS routers by disconnecting currently online tails. A brief disconnect and reconnect will be observed during this window for subscribers..

Duration: 17 hours and 48 minutes

Affected Components:

Jul 1, 06:46:41 GMT+0
Resolved - 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..

Jun 30, 22:18:08 GMT+0
Identified - 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**.

Jun 30, 21:04:31 GMT+0
Identified - 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**.

Jun 30, 18:48:00 GMT+0
Identified - 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**.

Jun 30, 16:08:00 GMT+0
Investigating - 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..

Jun 30, 15:40:00 GMT+0
Investigating - 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!.

Jun 30, 13:00:00 GMT+0
Investigating - 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..

Jun 30, 12:59:00 GMT+0
Investigating - CityFibre has declared a **Major Incident** due to a core link failure between London (LON5) and Slough (SLO664). This is affecting all services in the area..