MTH Networks - Notice history

Update (31 Oct 2023 15:02hrs)

This incident was closed on Tuesday, October 31st, 2023 at 15:02hrs.

Update (31 Oct 2023 15:01hrs)

The ERS team attended site 13:00.

Work to restore service was completed at 13:54 on 31/10/23. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (31 Oct 2023 12:26hrs)

Our engineers have been investigating the problem and have identified that this incident has been caused by a suspect break to a fibre optic cable used to supply our services in this area.

Our engineer on-site has narrowed down the location of the suspect fibre break.

We have requested a specialist fibre Emergency Repair Service(ERS) team attend site.

The ERS team's current ETA is 14:00hrs.

We are continuing to work to resolve this issue and a further update will be provided as soon as possible.

Update (31 Oct 2023 10:53hrs)
An OFNL Field Engineer has been tasked to attend site and should arrive at 11:30 to begin investigation.

We apologise again for the inconvenience caused and thank you for your patience.

Update (27 Oct 2023 15:29hrs)
This incident was closed on Friday, October 27th, 2023 at 15:29hrs.
Update (27 Oct 2023 15:29hrs)
Work to restore service was completed at 14:46 on 27/10/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (26 Oct 2023 14:47hrs)
Our engineer has been working on site looking to restore services. We have identified where cable damage has been caused. This is not a safe area to work currently and as such we can not replace the damaged section of cable today.

We have continued to work and identified an alternate route to install cable that will not be at risk of further damage.

To safely install this new cable, we will attend site tomorrow 27/10/2023 with multiple teams. We expect this work to take most of the day to complete.

We will endeavour to restore service as soon as possible while working safely for you and our teams.

We apologise for any inconvenience caused.

Update (26 Oct 2023 12:00hrs)
Our engineer is on site and has identified a general area for the fault and is working with the site management team to isolate it further. It appears to be a physical fibre problem, so when the exact cause and location of the damage is identified we will provide a further update.

The next update will be provided no later than 15:00.

We apologise again for the inconvenience caused and thank you for your patience.

Update (26 Oct 2023 08:43hrs)
Our engineer is on their way to site to further investigate the fault, we will provide a further update when they have arrived and performed their initial investigations, or by 12:00 at the latest.

We apologise again for the inconvenience caused and thank you for your patience.

Please find an update from the OFNL Network below:

Work to restore service was completed at 16:50 on 19/10/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Please find an update from the OFNL Network below:

Work to restore service was completed at 12:30 on 19/10/23. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

This incident has been resolved.

Update (18 Oct 2023 16:09hrs)
The third-party provider that provides services to us in this area reports that the specialist equipment needed to perform the permanent fibre repair works is not available until Friday 20/10/2023.

We will continue to provide further updates as we receive them.

We apologise for any inconvenience.

Please do not turn off your equipment.

Update (17 Oct 2023 19:28hrs)
Third party engineers have now left site and will return in the morning to continue work on a permanent repair. We expect services to remain stable overnight however there will be further loss of service tomorrow once the team onsite begin the permanent repair.

We apologise for any inconvenience this will cause.

Please do not turn off your equipment

Update (17 Oct 2023 13:05hrs)
OFNL field engineers have attended site alongside third-party engineers and have identified several fibre cables that provide service to us in this area have been damaged.

The third-party engineers have performed a temporary repair to provide connectivity while they await specialist teams and equipment to carry out a permanent repair.

Please note, the permanent repair will cause loss of service to customers for up to three hours. We do not yet have an estimated time of when the permanent repair will start.

We apologise for any inconvenience this will cause.

Please do not turn off your equipment.

Update (17 Oct 2023 10:38hrs)
We have investigated the fault remotely, but due to its nature are unable to determine the root cause. We have contacted 3rd parties that support the site and will pass on any information they provide that may be relevant, but in the meantime we are sending our own engineer to the site who is expected to arrive by 12:00.

When our engineer arrives they will immediately begin inspecting our equipment and troubleshooting. We will provide a further update as soon as they have determined the nature of the problem.

We apologise again for the inconvenience caused and thank you for your patience.

Update (01 Oct 2023 18:26hrs)
Work to restore service was completed at 17:00 on 01/10/23.

Customers should now find services to be working as expected.

We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Please find an update from the OFNL Network below:

Engineers have been scheduled to attend site tomorrow, Sunday 01/10/2023.
Their ETA is 11:00hrs.

Once our engineers are on-site we will continue to work to resolve this issue.

Further updates will be provided tomorrow.

We apologise again for the inconvenience caused and thank you for your patience.

Update (29 Sep 2023 12:30hrs)
This incident was closed on Friday, September 29th, 2023 at 12:30hrs.

Update (29 Sep 2023 12:30hrs)
Work to restore service was completed at 12:12 on 29/09/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (28 Sep 2023 17:20hrs)
This incident was closed on Thursday, September 28th, 2023 at 17:20hrs.

Update (28 Sep 2023 15:52hrs)
Work to restore service was completed at 15:43 on 28/09/23. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (29 Sep 2023 11:30hrs)
Work to restore service was completed at 11:05 on 29/09/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (28 Sep 2023 12:09hrs)
Engineers on site have identified the damage to require specialist equipment. Due to this requirement we will need to reattend tomorrow to carry out repairs.

We will provide an update once engineers are on site, this is expected to be around 11:00 tomorrow 29th Sept

We apologise again for the inconvenience caused and thank you for your patience.

Update (28 Sep 2023 10:06hrs)
Engineers are currently on site investigating this issue. We have identified damage to cables linking this site to the local exchange.

We are continuing to work to resolve this issue and a further update will be provided within 2 hours or as soon as possible.

We apologise again for the inconvenience caused and thank you for your patience.

Please find an update from the OFNL Network below:

Work to restore service was completed at 20:43 on 26/09/23. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (26 Sep 2023 18:00hrs)
Our third party carrier has identified an issue with their networking equipment, that is causing the failure of their fibre connection to us.

We are supporting our third party carrier wherever we can, and a further update will be provided as soon as possible.

Update (26 Sep 2023 16:02hrs)
It has been identified that this incident has been caused by an issue with a third party carrier, who provide service to us in this area. In this case their fibre connection to us is not working.

Our NOC is working closely with the third party carrier to help resolve this issue.

A further update will be provided as soon as possible.

We apologise again for the inconvenience caused and thank you for your patience.

Update (31 Aug 2023 07:39hrs)
This incident was closed on Thursday, August 31st, 2023 at 07:39hrs.

Update (31 Aug 2023 07:38hrs)
Work to restore service was completed at 03:46 on 31/08/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

This incident has been resolved.

Update (25 Aug 2023 07:40hrs)
This incident was closed on Friday, August 25th, 2023 at 07:40hrs.
Update (25 Aug 2023 07:22hrs)
Work to restore service was completed at 02:38 on 25/08/23. Customers should now find services to be working as expected.

We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (24 Aug 2023 09:25hrs)
This incident was closed on Thursday, August 24th, 2023 at 09:25hrs.

Update (24 Aug 2023 09:25hrs)
Work to restore service was completed at 08:04 on 24/08/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (24 Aug 2023 17:46hrs)

This incident was closed on Thursday, August 24th, 2023 at 17:46hrs.

Update (24 Aug 2023 17:45hrs)
Work to restore service was completed at 04:50 on 24/08/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Work carried out at BT Exchange at 14:00 didn't cause any outage.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (24 Aug 2023 12:14hrs)
Engineers from our third party carrier will be attending the local exchange shortly to swap out faulty equipment.

Services may be disrupted whilst this swap takes place, we will continue to monitor and provide an update once we receive confirmation that this has been completed. We will provide a further update by 2pm.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (24 Aug 2023 10:11hrs)
We have seen customers services stable since 04:50 and continue to push our third party carrier for an update on further disruptions to services. We will continue to monitor services to ensure they remain stable and provide an update at 12:00.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (24 Aug 2023 07:17hrs)
The Third Party Carrier has identified an issue at the local BT Exchange. Although the issue at the exchange is ongoing, we have seen our service to customers stabilise at 04:50 on 24/08/23.

Customers should now find services to be working as expected, however, there may be further interruptions to service. We will continue to monitor services to ensure they remain stable.

The next update will be provided at 09:00 24/08/23.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (24 Aug 2023 01:27hrs)
Our Third Party Carrier's engineers are continuing to investigate the cause of this issue.

The next update will be provided at 8am 24/08/23.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (23 Aug 2023 23:11hrs)
Our Third Party Carrier's engineers are continuing to investigate the cause of this issue.

A further update will be provided as soon as possible.

Update (23 Aug 2023 21:10hrs)
It has been identified that this incident has been caused by an issue with a third party carrier, who provide service to us in this area. We are periodically loosing Internet connectivity via the service supplied to us by the third party carrier. This will be causing unreliable service to customers.

We are working with the provider to resolve this issue and a further update will be provided as possible.

Please find an update from the OFNL Network below:

Work to restore service was completed at 17:00 on 13/08/2023. Customers should now find services to be working as expected. We will continue to monitor services to ensure they remain stable.

Unfortunately we were unable to gain access to all properties to swap equipment, the remaining customers who are offline have had tickets raised to their respective Internet Service Provider who will make contact with them to arrange another appointment.

Please note that this issue is only effecting 10% of the site.

Any issues being experienced after this time should be treated as individual cases and reported in the usual manner.

We apologise again for the inconvenience caused and thank you for your patience throughout this issue.

Update (11 Aug 2023 19:31hrs)
OFNL Field Engineer has completed his investigations on site tonight.

We are aware of an Intermittent issue which will be causing short dropouts for about 10% of customers on site.

We have raised an Emergency case with our vendors and we are hoping to resolve this issue as soon as possible.

Please do not reset your equipment.

We apologise for any inconvenience this may cause.

Update (11 Aug 2023 13:33hrs)
Engineers are now on-site and have been investigating the fault and believe fibre equipment has become faulty.

We are continuing to work to resolve, and a further update will be provided within 4 hours or as soon as possible.

We apologise again for the inconvenience caused and thank you for your patience.