CityFibre-Optical-Network-Connections
Customers from a number of broadband ISPs on CityFibre’s national Fibre-to-the-Premises (FTTP) network – covering 4.3 million UK premises (4.1m RFS) – appear to be experiencing sporadic service issues this morning, which range from disconnection events to problems with high network packet loss and latency.
The problems appear to have started at around 2:40am this morning and have gradually become more noticeable as people wake up, although the issue doesn’t appear to be affecting all of CityFibre’s connections (users only suffering from the latency/packet loss issue may notice it more in certain apps/services than others). But reports are currently coming in from various places across the country.
CityFibre is understood to have already engaged their “Major Incident Team“, who say they are “currently investigating an incident that is impacting high latency and packet loss across the network. We are working to identify the issue and resolve the issue as quickly as possible“. The next update is expected at around 9:30am.
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Just for some context. The service status page for iDNET appears to indicate that 37.5% of their CityFibre connections have been disrupted by the problem, which they say reflects the fact that an “abnormally high number of customers are offline or have had a recent connection drop.”
UPDATE 9:06am
Looking at some of the feedback from customers being affected by all this, some are reporting packet loss reaching around 85%+ (upwards of 10%) and latency times have gone as high as 2000ms (2 seconds). The latter is akin to what you’d expect from an older style of GEO satellite internet connection.
But just this moment there are indications coming in that the issue may be seeing some resolution, although the feedback is still variable.
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UPDATE 9:31am
CityFibre has informed ISPs that the issue was resolved at approximately 8:50am. “A configuration issue impacted several services, but the configuration has since been updated, resolving the issue. Thank you for your patience during this time,” said the operator. The operator will now conduct a full investigation into the root cause.