MTH Networks - Status Page

Good afternoon all,

Firstly, thank you for your patience and understanding. We know this hasn't been easy, and so we are really thankful.

At MTH Networks, we want to be as transparent and forthcoming as possible. This is why we want to let you know that, despite our continuous and meticulous investigation, we haven't quite yet reached a conclusion as to why we have witnessed a high volume of impact, restricted to OFNL connections, specifically in the NP44 region, since the maintenance was completed in the NP44 region last week. I am sure that this is as frustrating to you as it is to us, and so we really are sorry.

However, we have made progress and are able to bring some good news.

During our tests, we have observed the restoration of service following a change in service type. Whilst this is not a "fix", given that this does not directly address or resolve the core issue that is evidently at play, we want to get services back up and running as soon as possible, and so are now working to complete this amendment across the board as quickly as possible.

Given that this amendment relies on The OFNL Network's system, I cannot confidently provide an ETA for when it will take effect. However, we, alongside The OFNL Network, are doing all that we can to make this happen today, ahead of the weekend. As soon as we have more information, we will let you know.

For those services that have been scheduled for termination, we will be unable to proceed with this fix. This is simply because, when a termination has been scheduled, it is not possible to make further service adjustments. If you would like to revert your cancellation request, please let us know as soon as possible so that we can work towards this. It may, however, be too late for those who requested immediate termination.

Once more, thank you so much for your continued patience and understanding; we really do greatly appreciate this.

Kind regards,

Your MTH Networks Team.

Good Afternoon all,

We hope that you are doing well, despite the ongoing case in the NP44 area.

Firstly, we would like to apologise for the lack of constant updates for this. Rest assured, our efforts have not paused, and all teams responsible and related are still actively pursuing a resolution.

There is nothing we would want more than to see this case resolved so that the service is restored to those affected, but at this time, the case continues to be worked on behind the scenes.

Our aim is to deliver some form of substantial news soon, but we are unable to provide a time frame as to when this will be resolved due to the information that we have so far.

Again, you have our deepest apologies for this. We hope to come back with further news and details about this soon.

Kind Regards,

The MTH Networks Team

Good Morning All,

We just would like to put out a notice that we are still pressing for a resolution since this matter started, and over the Bank Holiday weekend, too.

We still have specialist teams meticulously reviewing the entire connection process to locate the root cause, but at this time, we do not have anything to share, unfortunately. Once we have more information, we will be aiming to notify you as soon as possible.

Again, you all have our deepest thanks for the patience demonstrated so far. We understand that this is a rather tedious and frustrating matter, and we are doing all that we can to see this completed soon.

Kind Regards,

Your MTH Networks Team

Good Afternoon All,

Considering the ongoing issue, we hope everyone is having a lovely Bank Holiday weekend.

Despite our best efforts, the connection in the NP44 area is still down, for which we deeply apologise. We are aware of the impact this has had since the start, and over the Bank Holiday weekend, and with that in mind, we are still working to resolve this as soon as possible.

We hope to provide better news soon, along with a time frame for when this can be resolved. Until then, you all have our thanks for your continued patience and understanding regarding this matter.

From the entire MTH Networks Team, thank you.

Good evening everyone,

Earlier today, we requested that all affected customers perform a full shutdown of their routers and OFNL modems (ONT), leaving them powered off for at least two hours. Several of our customers have acted as requested. But, unfortunately, this has not restored connections.

Whilst this is certainly disappointing, given that we would have loved for this to have resolved the matter, it has not been a wasted effort; this is still an excellent step in our investigation, and has enabled us to rule out additional factors. These conclusions are being communicated as part of our cooperative investigation with The OFNL Network.

Once again, thank you so much for your patience, understanding and cooperation with us. We are very sorry for how long this incident has been ongoing. We can assure you that we are closer than ever to a resolution.

Kind regards,

Your MTH Networks Team.

Good evening all,

As always, thank you for your patience and understanding with us throughout this frustrating time.

While there has not been a significant change in status since our last communication, we want to reassure you that work has been continuously ongoing behind the scenes since the incident was first raised. Our teams have remained committed to this investigation, conducting additional checks and system analyses to better understand the root cause.

Through our continued investigations, we have further strengthened our confidence that the issue resides within the OFNL network and its supporting systems. We have shared all of our findings and conclusions with them and are currently awaiting their feedback and next steps. In the meantime, I must ask you to refrain from contacting The OFNL Network directly. We - MTH Networks - are your ISP, and so correspondence on the matter needs to come from and to us. Although we are confident that the fault lies in the hands of OFNL, we take full responsibility and ownership of the issue, and are working around the clock to resolve the much-anticipated remediation.

We fully appreciate how frustrating and disruptive this prolonged downtime has been. Please be assured that we share your frustration and are actively pushing for answers and resolution from the responsible parties. While we are doing everything within our control to assist, the nature of this issue means the final resolution unfortunately lies outside our direct control; if we could have resolved this already, we absolutely would have done so.

We would also like to sincerely apologise for the lack of frequent updates. We understand how important communication is during incidents like this. The truth of the matter is that as soon as we receive any meaningful developments or confirmed information, we make sure to immediately share these. At present, the challenge has been that there have been limited substantial updates to provide while investigations remain ongoing and conclusions are still being determined. Moving forward, we will ensure to be more forthcoming and transparent, providing more frequent communication, regardless of the information (or lack thereof) we can share at the time.

We absolutely agree that the length of this investigation has been unacceptable, and is not the standard that we aim for here at MTH Networks. For this, we are truly sorry. Alongside our apologies, we will make sure you receive apologies from those responsible as well.

Over the long bank holiday weekend, you can reach our Customer Service team via our usual channels between 11:00 and 20:00. Our Technical Teams will continue their investigations beyond these hours, too.

Thank you so much for your patience. Once again, we really are sorry for this.

Kind Regards,

Your MTH Networks Team.

Good Afternoon all,

We would like to first apologise for the lack of updates regarding this case. Currently, we are reviewing all possible steps with The OFNL Network, as initial investigations into potential root causes have not yet yielded a clear resolution at this time.

As a result, we have escalated this matter further with the relevant teams at OFNL to determine what additional steps can be taken to address this more effectively.

We will aim to have a further update on this matter as a whole as soon as possible, and we will be sure to have it posted here accordingly.

We sincerely apologise for the continued downtime, but we thank you all for being patient, despite the frustrating circumstances. We are aware of the impact that this is having, and we are doing all that we can to see this resolved soon.

Kind Regards,

Your MTH Networks Team

Good Morning all,

Firstly, we would like to apologise for the ongoing case here and for any inconvenience caused due to the lack of a connection.

We are still working closely with the OFNL Network and their relevant teams to identify the possible causes. As we are comparing information for their side and ours, this will naturally take some time to complete.

We appreciate that this is highly frustrating, but please note that our teams are working as fast as possible to have this resolved accordingly.

Thank you for your understanding and patience.