Incidents and Planned Maintenance

There are 9 incidents or planned maintenances that may be affecting customers on our network.

183145:3RD PARTY MAINTENANCE AFFECTING BROADBAND SERVICES   Last updated:(22 Jun 2021 11:59hrs)
Status: Currently open.
Location: Kilburn NW6.
There is essential 3rd party maintenance taking place between the hours of 22:00 on 23/06/2021 to 06:00 on 24/06/2021 Customers may experience an interruption to data/broadband services for up to 3 hours during this time.

Please do not reset your equipment during this period.

We apologise for the inconvenience this may cause.
No updates for this incident yet.
185790 - INCIDENT AFFECTING BROADBAND SERVICES   Last updated:(22 Jun 2021 15:05hrs)
Status: Closed.
Location: Warwickshire, CV21.
We are currently experiencing a network incident in Warwickshire, CV21 affecting Data services. Engineers are currently investigating the issue and will provide an update as soon as possible or within 2 hours.

Please do not reset your equipment.

We apologise for any inconvenience this may cause.
Update (22 Jun 2021 15:05hrs)
This incident was closed on Tuesday, June 22nd, 2021 at 15:05hrs.
Update (22 Jun 2021 15:03hrs)
Work to restore service was completed at 14:53 on 22/06/21. 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 (22 Jun 2021 14:38hrs)
OFNL and 3rd party engineers are currently at the site and are performing further testing, in order to isolate the fault.

A further update will be provided within 2 hours, or as soon as we have additional information.
Update (22 Jun 2021 12:40hrs)
It has been identified that this incident has been caused by an issue at Vodafone, who provide service to us in this area.

We are working with Vodafone to resolve this issue and a further update will be provided within 2 hours, or as soon as we have additional information.

We apologise again for the inconvenience caused and thank you for your patience.
TICKET #183675: 3RD PARTY MAINTENANCE AFFECTING BROADBAND SERVICES   Last updated:(22 Jun 2021 11:50hrs)
Planned Maintenance: Due to be completed 22 Jun 2021
Status: Closed.
Location: Hackney, E5 and E3.
There is essential 3rd party maintenance taking place between the hours of 00:00 and 06:00 on 22/06/2021. Customers may experience an interruption to broadband services for up to 30 minutes during this time.

Please do not reset your equipment during this period.

We apologise for the inconvenience this may cause.
Update (22 Jun 2021 11:50hrs)
This Planned Maintenance was completed on Tuesday, June 22nd, 2021 at 11:50hrs.
TICKET #183008: 3RD PARTY MAINTENANCE AFFECTING BROADBAND SERVICES   Last updated:(22 Jun 2021 11:52hrs)
Planned Maintenance: Due to be completed 22 Jun 2021
Status: Closed.
Location: Radstock, BA3.
There is essential 3rd party maintenance taking place between the hours of 22:00 and 20:00 on 21/06/2021 to 22/06/2021. Customers may experience an interruption to broadband services for up to 3 hours during this time.

Please do not reset your equipment during this period.

We apologise for the inconvenience this may cause.
Update (22 Jun 2021 11:52hrs)
This Planned Maintenance was completed on Tuesday, June 22nd, 2021 at 11:52hrs.
185678 - INCIDENT AFFECTING VOICE AND BROADBAND SERVICES   Last updated:(22 Jun 2021 14:28hrs)
Status: Closed.
Location: Wellingborough NN8.
We are currently experiencing a network incident in Wellingborough NN8 affecting voice and data services. Engineers are currently investigating the issue and will provide an update as soon as possible or within 2 hours.

Please do not reset your equipment.

We apologise for any inconvenience this may cause.
Update (22 Jun 2021 14:28hrs)
This incident was closed on Tuesday, June 22nd, 2021 at 14:28hrs.
Update (22 Jun 2021 13:54hrs)
We have now received confirmation that all fibre damage has been repaired and all service should be restored. Any remaining issues should be considered unrelated and reported by the usual means.

We apologise for the inconvenience caused by this incident and thank you for your patience throughout.
Update (22 Jun 2021 13:07hrs)
The final remaining fibres are now being repaired and all customers should shortly see services are back online.

A further update will be provided within 2 hours, or as soon as we have additional information.

We apologise again for the inconvenience caused and thank you for your patience.
Update (22 Jun 2021 10:52hrs)
Work to repair the damaged fibres continues. Approximately 90% of customers should now see services are restored and we expect the remaining customers to be online shortly.

A further update will be provided within 2 hours, or as soon as we have additional information.
Update (22 Jun 2021 08:56hrs)
Engineers from JHG have completed a shift swap this morning and are continuing to repair the damaged cable.

Customers will find services are gradually restoring, as each additional fibre is repaired.

We apologise again for the inconvenience caused and thank you for your patience.
Update (22 Jun 2021 07:04hrs)
The fibre repair is partially complete and some customers will start to see their services returning. John Henry Group engineers are continuing to work on the fault.
Update (22 Jun 2021 02:52hrs)
Fibre engineers from John Henry Group will be working on the fault all through the night.

Unfortunately at this point we don't have an Estimated Time of Resolution.
Update (21 Jun 2021 22:17hrs)
Fibre engineers from John Henry Group are on site and due to begin repair work shortly.

We apologise again for the inconvenience caused and thank you for your patience.
Update (21 Jun 2021 19:41hrs)
Field engineers have been tasked and are due on site to begin repair work at 23:00hrs.

We apologise again for the inconvenience caused and thank you for your patience.
Update (21 Jun 2021 18:43hrs)
Engineers have been investigating the problem and found that construction workers on site have cut through a major fibre cable. We are currently tasking an engineer team to site to begin work on resolving the fault. A further update will be provided as soon as possible.

We apologise again for the inconvenience caused and thank you for your patience.
185617: INCIDENT AFFECTING TV SERVICES   Last updated:(21 Jun 2021 14:53hrs)
Planned Maintenance: Due to be completed 21 Jun 2021
Status: Closed.
Location: High Wycombe, HP11.
We are currently experiencing an incident in High Wycombe, HP11 affecting TV services. Engineers are currently investigating the issue and will provide an update as soon as possible.

Please do not reset your equipment.

We apologise for any inconvenience this may cause.
Update (21 Jun 2021 14:53hrs)
This incident was closed on Monday, June 21st, 2021 at 14:53hrs.
Update (21 Jun 2021 14:53hrs)
Work to restore service was completed at 14.30 on Date 21/06/2021. 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.
185162:3RD PARTY EMERGENCY MAINTENANCE AFFECTING BROADBAND SERVICES   Last updated:(21 Jun 2021 16:00hrs)
Status: Closed.
Location: Pontefract, WF8.
There is emergency 3rd party maintenance taking place between the hours of 00:00 and 06:00 on 21/06/2021. Customers may experience an interruption to data services during this time.

Please do not reset your equipment during this period.

We apologise for the inconvenience this may cause.
Update (21 Jun 2021 16:00hrs)
This Planned Maintenance was completed on Monday, June 21st, 2021 at 16:00hrs.
185399: INCIDENT AFFECTING BROADBAND AND VOICE SERVICES   Last updated:(22 Jun 2021 14:35hrs)
Status: Closed.
Location: Heathfield TN21.
Work to restore service was completed at 14:07 on 22/06/2021. 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 (22 Jun 2021 14:35hrs)
This incident was closed on Tuesday, June 22nd, 2021 at 14:35hrs.
Update (22 Jun 2021 08:53hrs)
OFNL engineers have returned to the site to service the temporary power solution.

UKPN are progressing the fault and are currently working to install traffic management around the affected area.

We apologise again for the inconvenience caused and thank you for your patience.
Update (21 Jun 2021 08:10hrs)
OFNL engineers are travelling to site this morning to provide temporary power to supply broadband and voice services. You may experience temporary loss of services while our engineers work on a permanent solution.

At this time UKPN cannot provide a Estimated Time for Restoration of the mains supply.

We apologise again for the inconvenience caused and thank you for your patience.
Update (20 Jun 2021 22:20hrs)
OFNL engineers have left site and will re-attend first thing in the morning. Please be aware that there will be disruption to services overnight.

We apologise again for the inconvenience caused and thank you for your patience.
Update (20 Jun 2021 12:05hrs)
OFNL engineers are on-site providing temporary power to supply broadband and voice services. You may experience temporary loss of services while our engineers work on a permanent solution.

UKPN engineers attended overnight and are scheduled to return as soon as possible to continue work on the mains electricity supply. At this time UKPN cannot provide a Estimated Time for Restoration of the mains supply.

We apologise again for the inconvenience caused and thank you for your patience.
Update (19 Jun 2021 14:07hrs)
OFNL engineers are on-site providing temporary power to supply broadband and voice services. You may experience temporary loss of services while our engineers work on a permanent solution.

UKPN have advised that their engineers will attend site today to work on the mains electricity supply. At this time UKPN cannot provide a Estimated Time for Restoration of the mains supply.

We apologise again for the inconvenience caused and thank you for your patience.
Update (19 Jun 2021 10:02hrs)
OFNL engineers are returning to site this morning to restore services with temporary power.

We apologise again for the inconvenience caused and thank you for your patience.
Update (18 Jun 2021 23:54hrs)
OFNL engineers have left site and will re-attend first thing in the morning. Please be aware that there will be disruption to service overnight.

We apologise again for the inconvenience caused and thank you for your patience.
Update (18 Jun 2021 21:14hrs)
A temporary fix is still in place by OFNL engineers. Please be aware that there will be further disruption to service as a permanent fix is established.

We apologise again for the inconvenience caused and thank you for your patience.
Update (18 Jun 2021 17:58hrs)
A temporary fix is still in place by OFNL engineers. Please be aware that there will be further disruption to service as a permanent fix is established.

UKPN engineers are on-site to work on a permanent fix to the mains electricity supply. No Estimated Time for Restoration of the mains supply is available at this time.

We apologise again for the inconvenience caused and thank you for your patience.
Update (18 Jun 2021 14:58hrs)
A temporary fix has been put in place by OFNL engineers. Please be aware that there will be further disruption to service as a permanent fix is established.

We apologise again for the inconvenience caused and thank you for your patience.
Update (18 Jun 2021 14:14hrs)
UKPN and OFNL Engineers have identified that there is a cable fault underneath the pavement near our street side cabinet. UKPN are mobilising a separate team that should be able to progress the repair.

We apologise again for the inconvenience caused and thank you for your patience.
Update (18 Jun 2021 12:13hrs)
OFNL engineers are continuing to work to resolve this issue - we are waiting for a UKPN engineer to investigate the fault on their network. A further update will be provided as soon as possible.

We apologise again for the inconvenience caused and thank you for your patience.
Update (18 Jun 2021 10:34hrs)
An OFNL field engineer has arrived on site and is working on a temporary fix.

Please do not reset your equipment.

We apologise for any inconvenience this may cause and thank you for your patience.
Update (18 Jun 2021 08:48hrs)
Engineers have been investigating the problem and found that there has been a cable strike on the UKPN network. We are continuing to work with UKPN to resolve this issue and a further update will be provided as soon as possible.

We apologise again for the inconvenience caused and thank you for your patience.
177286: MAINTENANCE AFFECTING BROADBAND AND VOICE SERVICES   Last updated:(21 Jun 2021 16:01hrs)
Status: Closed.
Location: Swindon, SN26.
There is essential maintenance taking place between the hours of 08:00-17:00 on 18/06/2021. Customers may experience an interruption to all services for up to 3 hours during this time.

Please do not reset your equipment during this period.

We apologise for the inconvenience this may cause.
Update (21 Jun 2021 16:01hrs)
This Planned Maintenance was completed on Monday, June 21st, 2021 at 16:01hrs.

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