Manchester

Degradation of Service - Manchester (Fibre) - Issue resolved

Wed, Jun 22nd 2022, 11:15

We are currently aware of an issue impacting fibre connections in the Manchester area causing packet loss on some circuits. Engineers are investigating to identify the root cause and implement a solution.

As soon as further information becomes available we will be able to confirm further.

An update will be provided by 12:00.

Regards
M247 Support

Updated Wed, Jun 22nd 2022, 11:52

Further investigations are ongoing to determine the root cause, however engineers believe they have identified the issue and have been dispatched to the data centre to attempt resolution.

We have engaged with our supplier to ensure that we have the right level of focus and engineering resource to ensure a swift resolution. Once engineers have arrived to the data centre, we will be able to update further.

An update will be provided by 13:30 - Please accept our apologies for the inconvenience.

Regards
M247 Support

Updated Wed, Jun 22nd 2022, 13:31

Our engineers are continuing to investigate the root cause of the issue and are engaging with our supplier to explore all potential avenues.

Diagnostics are ongoing with communication channels open with the supplier to push towards resolution.

An update will be provided at 14:30 to confirm the latest.

Regards
M247 Support

Updated Wed, Jun 22nd 2022, 14:35

We are working with suppliers to schedule engineering resource to the data centre who will be performing a co-op with M247 engineers to work towards resolving the degradation issues.

M247 are continuing to engage with suppliers to work towards resolution as quickly as possible.

An update will be provided by 16:00 to confirm the latest. Thank you for your patience.

Regards
M247 Support

Updated Wed, Jun 22nd 2022, 16:56

Hi

We are currently working with the suppliers in question to locate the cause of the issue, and work towards a resolution as quickly as possible.

We have escalated this issue internally to a high level, to ensure that we receive the required level of support.

Many thanks for your patience with this issue, as soon as the next update is available we will feed this out.

Regards
M247 Support

Updated Wed, Jun 22nd 2022, 18:12

Following escalation with our suppliers we are working to get engineering resource to the data centre to perform onsite diagnostics after remote testing was inconclusive.

We will continue to push to get the fastest resolution possible and are co-ordinating a joint site meet between supplier and M247 engineering.

An update will be provided by 00:00 to advise further.

Regards
M247 Support

Updated Thu, Jun 23rd 2022, 00:05

Supplier and M247 engineers will be attending the data centre on 23/06/2022 at 08:00 for a joint site meet to continue onsite diagnostics and understand the root cause of the issues experienced.

We will be liaising with the engineers on site to understand the issues we are seeing and assist in working with them towards a resolution.

An update will be provided by 09:30 to confirm the latest. We appreciate your patience with this matter.

Regards
M247 Support

Updated Thu, Jun 23rd 2022, 09:10

M247 engineers are working with the suppliers engineers on site currently, investigating the equipment & circuit with the aim to resolve.

We will keep you updated throughout the investigation, next update due 1030AM.

Regards
M247 Support

Updated Thu, Jun 23rd 2022, 10:22

Engineers have identified a fibre break on the suppliers network, this is the cause of the issue that we currently face.

The suppliers are at this moment in time working on the fix for this.

We will update again at the latest of 1130.

Thank you for your patience.

Regards
M247 Support

Updated Thu, Jun 23rd 2022, 12:19

Our engineers are continuing to work alongside supplier engineers to resolve the impact we are seeing on service.

The root cause has now been identified on the supplier network as a fibre break, with engineers working to resolve.

We are pushing for resolution as fast as possible. An update will be provided by 13:30.

Regards
M247 Support

Updated Thu, Jun 23rd 2022, 14:14

Following supplier engineers attending the data centre, they have now fixed the fibre break and believe that service should be restored.

We are monitoring and checking over our network to ensure that we are confident in the fix and that we will not see future issues.

A further update will be provided by 16:00. We appreciate your patience during this time and apologise for the inconvenience caused.

Regards
M247 Support

Updated Thu, Jun 23rd 2022, 15:30

Services have now been restored following the fibre break being fixed by the supplier and M247 engineers.

Having carried out further diagnostic checks at a network level, we are confident that the fix implemented has been successful in a full restoration of service.

Should you find that you are still impacted, then please reach out to the Connect Service Desk at M247 for support as this will need to be treated as an isolated incident.

We would like to thank you for your understanding and patience during this time. A full review of the incident will be carried out internally and an RFO provided once available.

We will close this notice assuming no further issues at 18:00.

Regards
M247 Support