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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

Joule Services: AT-RISK

Posted on 1st May 2015, 11:12 am

We have recently dropped a network link between Telehouse North in London and Joule House in Manchester. All services emanating from the Manchester DC should be considered AT-RISK until service has been restored.

The incident is under investigation with the carrier and a further update will be made available shortly

Posted on 1st May 2015, 11:19 am

SSE have confirmed this a transmission failure in there network. At present no ETR has been issued

Posted on 1st May 2015, 12:09 pm

SSE have confirmed that they have experienced a fibre break. This has been assigned to engineers for further investigations.

Posted on 1st May 2015, 2:01 pm

Engineers are expected on site at 14:00 BST to investigate the fibre break. A further update will be available at 15:00 BST.

Posted on 1st May 2015, 3:07 pm

Engineers are still on site investigating the issue but at this stage have not identified the precise location of the fibre break. A further update will be available at 16:00 BST

Posted on 1st May 2015, 4:18 pm

ODTR testing in still ongoing with the 3rd party suppliers from both Southport & Bracewell. A further update is expected at 17:20 BST

Posted on 1st May 2015, 5:38 pm

The break location has been revised. 3rd party fibre engineers are travelling to the new location and are expected to arrive imminently

Posted on 1st May 2015, 8:18 pm

Engineers are continuing their efforts to pin-point the exact location of the fibre break. Replacement fibre is being sourced. The next update will be available at 21:20 BST

Posted on 2nd May 2015, 9:55 am

All fibre repair work has been completed by the 3rd party supplier. Services are no longer considered AT-RISK

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