Cityfibre - Exeter - 17/04/2025
16:00 - We have received a large number of reports of circuits being down in the Exeter area

16:30 - Cityfibre have confirmed they are seeing a routing issue affecting circuits. Their NOC team have been alerted and are working to resolve.

18.30 - We have been chasing the network for an update on the outstanding issue. The NOC team continue to work on the fix. As soon as we receive further information we will update here.

19.25 - We are continuing to chase for further updates - Cityfibre have confirmed the following:

The Major Incident Team is currently investigating an issue affecting multiple services.
We are actively working to identify the root cause and implement a resolution as quickly as possible

Completed Actions:
- CityFibre MI process underway

Next update due by 21.00

20.55- We have just received the following update

The Major Incident Management team has held a further bridge call with the NOC, they have confirmed that the ongoing outage originates outside of CityFibre’s network and lies within a carrier’s infrastructure.
The issue has been traced to a suspected fibre break, which is impacting a number of services. No signal (RX) is being received at either end of the affected link, further indicating a fibre break.
We are actively working with the carrier to restore services as quickly as possible and will continue to provide updates as more information becomes available.

Next update expected by 22.30

22.46 - CityFibre are still currently working alongside their carrier to arrange a joint site visit at the suspected fibre break location for further troubleshooting.

00.26 - CityFibre have confirmed that a joint site meeting has been scheduled overnight with both CityFibre engineers and the carrier in attendance to carry out troubleshooting of the ongoing issue. A full assessment of the damage and planning for repair will take place during this visit.

08.05- Following the joint visit overnight, the fibre has been repaired, CityFibre can confirm that all affected services have now been successfully restored.

In the event you are still experiencing any issue, please reboot all kit onsite and retest the service.

Due to the nature of the outage, the Major Incident Management team will maintain a period of monitoring until 09:00 to ensure service stability and confirm that no further disruptions occur.

12.20 - Following a period of monitoring, Cityfibre have advised they are still seeing potential issues within the network. This may cause further issues with end users browsing to websites.

They are currently working with the NOC team and suspect a software fault on a unit in the Exeter exchange. We have a live ticket open with them and will share further updates as soon as they become available to us.

14.30 - Cityfibre has successfully identified the root cause of the issue and it has now been fully resolved. All services are restored, no further browsing issues are being experienced.

We apologise for the inconvenience this outage caused and thank you for your patience while they worked to solve it.