MTH Networks - OFNL INCIDENT: SE10 (id: 350127) – Incident details

Please find an update below: > We have had several engineers working on site today carrying out further investigations. > > We are progressing with multiple possible fixes to this issue in parallel. > > One solution may involve further customer visits to work on the fibre within properties back to a common point. > > Another option is looking at replacing the main incoming fibre into this building and rebuilding the joint that it connects into. > > This would take several days to complete and may cause additional down time while we work to give a permanent solution. > > We appreciate your continued patience for this long running issue and will provide further communication as we progress with each line of investigation.

Please find an update below: > Engineers will be attending today to replace splitters. > > So far we have replaced 33 out of the 38 ONTs (devices in customers’ homes) that we suspect one is faulty and impacting the service of the other devices. > > We are still struggling to gain access to the last few properties to replace these units. If you have not had yours swapped, please contact your service provider to arrange an engineer visit.

Please find the latest update from OFNL below: > **_We are still working hard to try and resolve the intermittent fault at this site._** > > **_So far we have replaced 33 out of the 38 ONTs (devices in customers’ homes) that we suspect one is faulty and impacting the service of the other devices._** > > **_We are still struggling to gain access to the last few properties to replace these units. If you have not had yours swapped, please contact your service provider to arrange an engineer visit._** > > **_We have also replaced equipment that these ONTs talk to in our network. We then carried out planned works to move the services to a new device. None of which have fixed the fault._** > > **_As the fault is intermittent localising the fault when engineers are on site is complex as often the fault is not presenting itself while we are working._** > > **_As such we are working methodically through every possible component. We plan to do more works to replace what are called splitters in the network. We have never seen them fail in this way before but other than gaining access to the last ONTs this is one of the few components not replaced._** > > **_We apologise for the ongoing inconvenience._** > > **_Please reboot your equipment if you are offline at any point and hopefully this will restore the service._**

Please find the latest update from OFNL below: > **_Update (30 May 2025 07:42hrs)_** > **_We are aware that there are still service issues after our work yesterday._** > > **_We are arranging for our engineers to return to site for further investigation and will update you again when we have a date and time._**

Please find an update below: > **Update (29 May 2025 07:43hrs)** > Our engineer is returning to site today to move customer services off of a potentially faulty piece of equipment onto a working one. > > We will then watch to see if the same issues recur and update you again tomorrow.

Please find an update below: > We are aware that customers are still experiencing service issues and are arranging for our engineers to return to site to replace equipment that may be causing the fault. We are sorry for extended impact, because of the nature of the problem we have to replace all customer ONTs in the area, which is a difficult task but we are doing all that we can to get this resolved as soon as possible. > > We will update you again when we have an exact time for our engineers' attending.

Please find an update below: > Our engineers have now finished swapping out the equipment on site for today. > > We hope that this will resolve the issues customers are experiencing, but we are still monitoring for more problems. > > We will update you again if we see more service drops, or by 08:00 on Monday at the latest.

Please find an update below: > The fault is the result of faulty ONTs. Our engineer will be attending site tomorrow to replace as many of the faulty pieces of equipment as possible. > > We will update you again tomorrow evening after the engineer visit.