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33 m 14 s


Average Ticket Response Time

6 s


Average Call Waiting Time

3 m 42 s


Average Call Time

3h 22m


Average Fault Fix Time

97.9%


Faults Fixed within SLA


Fibre break – 3 Centro > London

Posted on 13th April 2015, 12:57 pm

At approximately 12:20 out monitoring systems alerted us to an outage on one of our fibre spans between London and 3 Centro.

 

Our supplier has confirmed that they are seeing this as a fibre cut and have logged it for further investigation.

 

All services delivered out of 3Centro should be considered to be AT RISK until further notice.


    Posted on 13th April 2015, 3:59 pm

    The root cause of this outage has been attributed to a significant provider fibre break that is also directly affecting some TalkTalk Leased Line and EFM services. Engineers have been dispatched to further diagnose the incident and restore connectivity. Their ETA on site to the provider POP is around 60-90 minutes.


    Posted on 13th April 2015, 4:43 pm

    Our supplier has located the fibre break approximately 30KM from their nearest POP and have dispatched engineers to this location to begin work on assessing and resolving the issue.


    Posted on 13th April 2015, 5:46 pm

    Engineers have now arrived on site. They are currently surveying the area for damage and building a repair plan.
    We will update as soon as we get an ETR.


    Posted on 13th April 2015, 7:46 pm

    Engineers have localised the fault and are working on a plan of action. There is no ETR yet, as soon as we have one we will provide this.


    Posted on 13th April 2015, 8:56 pm

    Engineers have isolated the fault and identified a 144 circuit fibre that has been damaged. They are currently preparing the replacement cable and expect an ETR around 01:30 tomorrow morning.


    Posted on 13th April 2015, 9:43 pm

    We are now seeing this link as up. The fibre provider is still working on site, so we are still treating this as AT RISK until such time that we get an all clear from them.


    Posted on 14th April 2015, 9:33 am

    This issue has now been resolved. Please contact our Support team if your connection is still experiencing issues - support@fluidata.co.uk - 0207 099 8999

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