Incident History

View Incident History

Current Status

September 30 - London Telehouse West Data Centre Maintenance 30/09/2024 20:00 Details

Completed [30/09/2024 22:01]

Works completed successfully.

June 24 - Telehouse POP - Non Service Impacting Maintenance Details

Completed [24/06/2024 22:59]

Works have been completed successfully with no interuption to service.

May 20 - Broadband Availability Checker / Ordering Limitations Details

Resolved [21/05/2024 14:11]

The issues impacting the broadband checker and ordering processes has been resolved. We apologise for the disruption this has caused.

May 16 - Telehouse West Outage Details

Resolved [21/05/2024 09:13]

May 07 - Telehouse North POP - Non Service Impacting Maintenance Details

Completed [09/05/2024 09:35]

April 30 - VoIP Calls Failing to Connect Details

Resolved [30/04/2024 17:37]

The fibre breaks have been corrected and we are seeing normal paths and performance restore. Apologies for the disruption caused.

April 10 - VoIP Service Details

Resolved [10/04/2024 13:54]

February 27 - BT Wholesale Connection Drops Details

Resolved [29/02/2024 17:16]

== Reason for Outage Summary ==

During routine configuration updates, unforeseen repercussions occurred in an unrelated segment of our network, leading to disconnections to approximately 30% of our BT Wholesale based broadband connections. Leased lines were not impacted. Upon identification, the configuration changes were promptly reverted, initiating service restoration. However, due to the inherent nature of PPP connections, some customer devices experienced delays in reconnecting, resulting in a number of lingering stale sessions.

== Response and Mitigation ==

The incident has been attributed to a potential bug and has been escalated to our vendor's Technical Assistance Center (TAC) for thorough investigation. Following the restoration process, the service has stabilised, and we have no expectations of a recurrence.

January 15 - Virgin NNI Outage at Telehouse West Details

Resolved [17/01/2024 10:57]

Virgin have yet to provide an official RFO. So far they have not been able to explain the outage experienced which affected ourselves, other ISP, and their own retail broadband operations.

December 11 - Virgin Interconnect Failure Details

Resolved [11/12/2023 12:08]

Service has now restored.

October 18 - Intermittent Calls Connecting on VoIP Details

Resolved [24/10/2023 10:49]

Incident has now been resolved

September 08 - Emergency Telehouse North PSU Replacement Details

Completed [12/09/2023 20:06]

August 24 - Leased Line Outage - Telehouse North Details

Resolved [05/09/2023 13:46]

As previously reported, the ultimate cause of the outage was a crash of an active switch in a virtual switch chassis at our Telehouse North PoP following the replacement of the failed standby switch. This is a procedure that we have carried out many times in the past and it has always been a hitless operation and is indeed documented as such. Following post-mortem analysis involving vendor TAC it has been concluded that the supervisor on the active switch must have entered a partially failed state when it switched over from standby to active after the switch failure the following week. Had this been visible to us in any way we would have scheduled the replacement work in an out of hours maintenance window. In light of this incident we will of course plan to carry out replacements of this nature out of hours should we see any switch failures in these systems going forwards.

This particular switch chassis had an uptime of just over six and a half years prior to the outage last week. Despite this solid stability we are now planning to move away from these virtual switch systems as part of our planned network upgrades. This will see our network transition to a more modern and efficient spine-leaf architecture where the failure of a single device will have limited to no impact to service. These upgrades will see significant investment and will be rolled out to all PoPs within the next 1-2 years.

All maintenance work at our THN PoP is now complete and its previous stability is being observed. Please accept our apologies again for the downtime witnessed.

May 25 - Virgin Outage Affecting LD8 POP Details

Resolved [25/05/2023 02:38]

The issue was associated to planned notifications from Virgin (C01390678). The list of associated circuits was not exchaustive and hence the confusion. The planned works are now complete and no further disruption is expected.

May 03 - Broadband RADIUS Visibility Details

Resolved [03/05/2023 17:11]

The issue has now been resolved. Apologies for the disruption caused.

April 13 - Carrier Authentication Issues Details

Resolved [13/04/2023 17:51]

All affected circuits have now been restored. Refer to the incident in the control panel for further details from the carrier regarding the cause.

December 21 - Virgin LD8 NNI Outage Details

Resolved [22/12/2022 16:52]

Virgin Media confirmed they replaced a faulty transmission card to restore all services.

December 16 - Telehouse West Leased Line Emergency Outage Details

Resolved [21/12/2022 10:47]

In summary, here are details of the issue observed on Friday afternoon / evening:

- It was observed that there was a significant and unexpected memory leak on core equipment in our Telehouse West (THW) core.
- It was determined that the best course of action was to carry out a controlled reload out of hours.
- We began slowly culling broadband sessions terminating at THW and steering them to other PoPs in preparation.
- A short time later the memory exhausted on the THW core, the BGP process terminated and resulted in all broadband sessions on LNSs at the PoP disconnecting.
- All broadband circuits that were operating via THW were automatically steered to other PoPs in our network.
- At this point we had no choice but to carry out an emergency reload of the core.
- Leased lines operating from THW were impacted throughout.
- Reload of the core took 30 minutes to complete, however a secondary issue was identified with the hardware of one of the switches.
- Half of the leased lines were restored, whilst on-site hands moved the affected NNIs from the failed switch to the other. This involved configuration changes.
- Circuits were impacted between 1 hour and 4 hours at worst. The majority of circuits were up around the 1 to 2 hour point.
- We are not set to move the NNIs again, to ensure that there is no further disruption.
- Owing to fulfilment issues the replacement hardware is now expected to arrive today, but to avoid any further risks, installation will be postponed until the New Year.
- We have raised the memory leak issue with Cisco TAC.

We apologise for the disruption this would have caused.

December 16 - Connectivity Issues Details

Resolved [21/12/2022 21:26]

October 20 - Major Network Incident affecting the Shetland Isles Details

Resolved [08/12/2022 14:17]

October 19 - Unexpected Leased Line Outage - Under Investigation Details

Resolved [19/10/2022 12:38]

The issue has been traced to a line card rebooting on a switch at our Telehouse West PoP. This resulted in some carrier NNIs going offline briefly and subsequently the Ethernet circuits terminating on them whilst the card rebooted. Diagnostics are not showing any issues following the event but we have raised it with the hardware vendor's TAC for further investigation. Apologies for the disruption this may have caused.

October 04 - Openreach Industrial Action [6th / 10th / 20th / 24th October] Details

Resolved [27/10/2022 09:25]

August 24 - Openreach Industrial Action [Tuesday 30th August and Wednesday 31st August] Details

Resolved [22/09/2022 16:12]

July 27 - Openreach Industrial Action [Friday 29th July and Monday 1st August] Details

Resolved [05/08/2022 11:01]

June 04 - TalkTalk Broadband Authentication Details

Resolved [05/06/2022 23:00]

The carrier has corrected their issue. Normal sevice has been witnessed since.

May 22 - TalkTalk NNI Failures Details

Resolved [22/05/2022 07:35]

The issue has now been resolved. Full details will be supplied via the control panel incident for the impacted circuits.

March 31 - TalkTalk API Issues Details

Resolved [14/04/2022 11:03]

March 10 - Telehouse West Outage Details

Resolved [14/03/2022 10:21]

The issue remains with our NOC team and Cisco.

February 23 - Openreach Storm Update Details

Resolved [14/03/2022 10:21]

February 11 - Broadband & Leased Line Circuits Interrupted Details

Resolved [15/02/2022 23:09]

Issue resolved.

February 01 - TalkTalk API Outage Details

Resolved [01/02/2022 17:29]

We are now able able to access TalkTalk services without issue. Apologies for the disruption this may have caused.

January 29 - Virgin NNI Outage at LD8 Details

Resolved [29/01/2022 14:47]

We are now seeing service restored to the remaining NNI. The majority of associated circuits are showing as up, however if you have any issues please reboot the NTU and any associated supplyed routers before raising a fault. We apologise for this prolonged and unexpected outage today.

December 16 - Virgin NNI Failure Details

Resolved [16/12/2021 23:38]

Virgin have identified and corrrected a fibre break as of 23:10. This was part of a wider major service outage. Service has now been restored to the impacted circuits. Full details of the issue have been relayed as part of the incident available within the control panel. We apologise for the disruption caused.

September 17 - Virgin NNI Outage [55 Circuits Affected] Details

Resolved [18/09/2021 19:40]

Virgin have confirmed the issue was an faulty attenuator at Telehouse West. That was replaced to resolve the fault. Circuits restored at approximately 13:08.

July 02 - Network Disruption Details

Resolved [02/07/2021 13:44]

Whilst investigating a degraded performance issue on a dark fibre at our LD8 PoP, a third party engineer inadvertently disconnected another dark fibre that connects LD8 to a third location. This subsequently resulted in LD8 becoming isolated from the rest of the network for a short period, between 00:06:02 and 00:09:56.

As previously reported, during this time leased line circuits terminating at LD8 would have experienced a loss of connectivity. Broadband circuits were impacted further due to a large number of subscriber sessions that were terminating at LD8 disconnecting.

Whilst the majority of the affected broadband subscribers regained a session at another PoP relatively quickly, others whose sessions were steered to a particular aggregation router on the network failed to start. Our engineers investigated and discovered that the router was experiencing a fault condition and took it out of service. At this point the vast majority of remaining subscribers re-gained their sessions.

Apologies for the disruption this may have caused.

June 13 - Telehouse West POP Issue Details

Resolved [14/06/2021 10:00]

At 12:32:23 on 13/06/21 a supervisor in a core switch at our THW PoP experienced an inexplicable reboot. Shortly afterwards at 12:32:40 a hot standby supervisor took over the active role and restored the overall connectivity to the PoP.

The original active supervisor that rebooted was back in service as a hot standby by 12:41:52. By 12:54:47 it had brought all its line cards online following a full and successful diagnostics run. All connectivity was restored to the site by this point.

Non-resilient leased line circuits that terminate on NNIs directly connected to the rebooted supervisor would have experienced an outage between 12:32:23 and 12:54:47.

All other non-resilient leased line circuits as well as any broadband circuits that were terminating at THW would have seen a loss of connectivity between 12:32:23 and 12:32:40.

We have raised this to the vendor's TAC for further investigation. The device is currently stable and not showing any signs of issues. As such we do not deem the site to be at further risk at this time.

Apologies for the disruption this may have caused.

May 18 - TalkTalk DSL Circuit Outages Details

Resolved [18/05/2021 17:01]

The carrier has resolved the issue and the majority of affected circuits are online. A power cycle of the router may be required to force a reconnection.

April 30 - Network Issue Affecting Broadband and Leased Line Circuits Details

Resolved [10/05/2021 12:58]

March 02 - Openreach COVID Update 3 Details

Resolved [28/06/2021 11:14]

February 16 - CityFibre Outage Details

Resolved [17/02/2021 17:46]

CityFibre have confirmed that all affected services have been restored and a full investigation is underway. We apologise for those customers affected by this issue.

January 12 - Openreach COVID Update 2 Details

Resolved [02/03/2021 12:23]

December 18 - Openreach API Interaction Details

Resolved [18/12/2020 16:21]

We are now receiving responses from the various affected systems. Confirmation of a resolution hasn't been announced by Openreach, so services should be considered at risk.

December 14 - TalkTalk Outage in North East of England Details

Resolved [15/12/2020 13:21]

The issue has been resolved. Control panel users can see further details - https://control.interdns.co.uk/notification.aspx?id=13739839

December 02 - WLR Diagnostic Tests Details

Resolved [02/12/2020 09:39]

This issue has now been resolved and diagnostics are working again.

November 06 - Openreach COVID Update Details

Resolved [12/01/2021 15:03]

October 29 - BT Wholesale Ethernet Interconnects Down Details

Resolved [30/10/2020 06:33]

Service was resumed at approximately 02:15. We apologise for this unexpected outage.

October 14 - Unexpected Broadband Session Drops Details

Resolved [14/10/2020 11:15]

Apologies for the session drops this morning. The cause was linked to additional interconnects being patched into one of our London POPs. This caused an issue with one of our broadband LNS which dropped sessions, only for them to be able to reconnect. It would have impacted any circuits routed via that LNS across TalkTalk and BT Wholesale.

This was unexpected behaviour and should not have occurred. We will continue to monitor and will raise this with the manufacturer as a suspected bug.

September 26 - Virgin NNI Outage [30 circuits Affected] Details

Resolved [26/09/2020 08:18]

Fault was tracked down to a power failure within a Virgin Media rack. All circuits are operational.

September 15 - Broadband network outage affecting TTB based circuits Details

Resolved [15/09/2020 16:20]

We have seen near-normal levels of sessions restore through the afternoon. Anyone unable to reconnect should be able to do so with a power cycle. If this doesn't address it try powering down for an hour and reconnect. Failure to connect still may require assistance from our support team.

We will not terminate sessions to force a reconnection back to Telehouse North, they will naturally spread out as sessions drop of their own accord.

We are reviewing this outage internally, but ultimately the cause lay with the carrier.

August 31 - TalkTalk Ethernet Outage [LD8] Details

Resolved [31/08/2020 22:47]

The root cause was TalkTalk maintained hardware failure affecting 1 Ethernet NNI of ours and 6000 other B2B clients. TalkTalk fault incident resolution states:

<-- snip -->
NOC monitoring identified an FPC10 (Flexible PIC Concentrator) failure at NGE001.LOH. This caused a total loss of service to approx. 6k B2B circuits from approx. 12:47 (31/08). The Core Network Ops team were engaged and their investigations found that the FPC10 had failed and could not be restored remotely. To restore service as of approx. 17:23 a field engineer attended site and replaced the faulty FTP10 with support from the core network ops team. This incident will now be closed with any further root cause analysis being completed via the problem management process.
<-- snip -->

Apologies for the disruption caused this afternoon.

August 30 - Problems with Internet Routing / CenturyLink Details

Resolved [30/08/2020 21:25]

The issue was resolved around 16:10. CenturyLink responded via Twitter to say:

<-- snip -->

We are able to confirm that all services impacted by today’s IP outage have been restored. We understand how important these services are to our customers, and we sincerely apologize for the impact this outage caused.

<-- snip -->

Although we and their other global customers withdrew routes and shut down peering sessions, they continued to announce them to their peers regardless. This caused black holing of any inbound traffic routed via CenturyLink. All affected customers were left powerless and it has been a case of having to wait for them resolve the issue.

Thankfully less than 10% of our overall traffic routes in via CenturyLink's network, so the impact was minimal. We know of only a small handful of destinations that were unreachable during their outage. Apologies if your access was disrupted.

August 18 - POP Affecting Issue at LD8 Details

Resolved [04/10/2020 13:45]

July 23 - Broadband Incident in the North of England Details

Resolved [23/07/2020 17:25]

Following a small fire at one of our Newcastle Upon Tyne exchanges earlier today, Openreach have now restored power to all services. All Broadband and Ethernet services should now be up and working.

June 19 - Calling Office Number Details

Resolved [04/07/2020 21:50]

May 15 - TalkTalk Broadband API Details

Resolved [13/06/2020 06:33]

April 16 - Issue with Virgin Leased Lines Details

Resolved [22/04/2020 15:07]

March 24 - Statement from Openreach regarding Covid 19 Details

Resolved [13/06/2020 06:34]

February 19 - Networking Issue Details

Resolved [19/02/2020 13:10]

The issue was related to LINX (the London Internet Exchange), which has now been resolved and would have potentially affected several Internet providers in the UK. We are awaiting a full RFO from them to confirm the cause.

October 08 - TalkTalk Business Sessions Failing to Reconnect Details

Resolved [08/10/2019 15:26]

The cause has been located and service has now stablised. If a connection hasn't returned please power cycle the router to force a reconnection attempt. Apologies for the disruption witnessed.

August 30 - Emergency DC5 Core Router Upgrade Details

Completed [30/08/2019 00:10]

The upgrade was successful and cleared the fault condition as suspected. We have been monitoring for the past hour and have not seen any further instability.

August 29 - Connectivity Outage Details

Resolved [29/08/2019 17:42]

We are seeing services restored now. If any connections remain offline please reboot the routers. The root cause is under investigation.

May 29 - Virgin Media Fibre Break Details

Resolved [30/05/2019 12:29]

The fault was resolved with all circuits restored by 13:35.

Full notes from Virgin Media Business surrounding the handling of this fault can be found here:

https://cdn.interdns.co.uk/downloads/support-downloads/RFO_Virgin_29_05_2019.pdf

We apologise again for the prolonged outage which affected working hours.

April 15 - BT Wholesale Interconnect Details

Resolved [17/04/2019 17:19]

BT have confirmed that a line card needed to be reloaded in order to resolve the issue, we consider services to no longer be at risk.

Please let support@icuk.net know if you have any further concerns.

April 05 - Virgin Media Leased Line Outage [London & Surrounding Areas] Details

Resolved [05/04/2019 13:02]

The affected circuits appear to have been restored. We have received no further communication from Virgin, so please consider service to be at risk.

February 25 - Communicating With TalkTalk Business API Details

Resolved [25/02/2019 12:23]

TalkTalk's systems appear to be operational again. However, please consider them to be at risk as we have not received any communication from them to confirm that everything is back to normal.

January 18 - Internet Routing Issues Details

Resolved [18/01/2019 10:11]

The issue with routing has been resolved, we apologise for any inconvenience caused this morning.

If you continue to have any problems please contact the support desk with specific examples.

December 14 - Network Maintenance At Equinix LD8 Details

Completed [14/12/2018 01:31]

The maintenance is now complete.

November 15 - Broadband outage in Yorkshire Details

Resolved [15/11/2018 17:33]

October 15 - Virgin Leased Lines Details

Resolved [16/10/2018 08:59]

Virgin have supplied the following reason for outage:

"In relation to the issue identified in the London area regarding loss of service. This issue was fully restored at 20:43 yesterday evening when a faulty DC output breaker was discovered at our Hayes hubsite and services were moved away from it onto a different output breaker. All services have been stable since that time."

October 05 - Broadband outage in Keighley, Bradford and Bingley Details

Resolved [09/10/2018 12:05]

All services are back working now.

September 26 - BT Wholesale based connections down Details

Resolved [02/10/2018 09:47]

September 25 - TalkTalk Business portal and API issues Details

Resolved [25/09/2018 12:11]

This issue is fully resolved now.

Current Status