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Full Fibre Broadband ISP Toob Hit by Second Network Outage UPDATE

Tuesday, Feb 20th, 2024 (2:03 pm) - Score 3,280
toob_van

Hampshire-based UK ISP toob, which is deploying its own Fibre-to-the-Premises (FTTP) network across parts of South England, has today suffered a second major broadband outage in the space of a week after customers reported losing connectivity at around 11am today. The first outage similarly occurred on a Tuesday (here) last week.

The provider, which lacks a dedicated service status page, was much quicker to acknowledge the fault this time via social media. A spokesperson said (X): “We are aware of a network issue currently impacting some customers and our engineers are working hard to get everyone back online. We’re sorry for any inconvenience this causes as we know how important broadband is to you and we are working as fast as we can to resolve it.”

NOTE: Toob’s fibre covers 150,000 premises (not all RFS) and they have 20,000 customers (c. 95% on their own network). The operator aims to cover 1 million premises across parts of Dorset, Hampshire, Surrey and Sussex by 2027 (e.g. Southampton, Camberley, Aldershot, Farnborough, Fareham and Gosport etc.).

At the time of writing it looks like toob has already been able to restore most of their connections, which started to come back around an hour after the latest incident started, although some subscribers are continuing to report connectivity problems as we type. We have reached out to toob for a comment.

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So far as we can tell, this outage appears to have affected a sizeable portion of toob’s customer base, with Down Detector reporting almost 4,000 complaints and that’s only from those who actively mention it in public (most people tend to suffer in silence or won’t report an outage if they aren’t at home to experience it). Put another way, Down Detector usually only reflects a fraction of those impacted by a major network disruption.

UPDATE 4:26pm

We’ve had the following statement, although it’s not as informative as the one they issued last week.

A Spokesperson for toob said:

“Today some of our customers experienced an outage for approximately one hour which our engineers spotted promptly, and the issue was resolved as quickly as possible. The service is now back online, and we will continue to monitor the network to ensure continued stability. We realise the importance of reliable internet connectivity for our customers and sincerely apologise for any inconvenience we may have caused.”

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Mark-Jackson
By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook and .
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Comments
15 Responses
  1. Avatar photo Ed says:

    But they’re so much cheaper than the main players! I don’t understand how this can happen!

    1. Avatar photo ioio says:

      I am with OFNL so I know what outage can mean.

  2. Avatar photo Ivor says:

    you don’t get this with BT. One wonders if it’s the symmetric speeds that they offer?

    Clearly 110Mbps is a safe upload speed.

    1. Avatar photo Sonic says:

      Sigh. Maybe stay off the BT kool-aid for a bit.

    2. Avatar photo XGS says:

      If you’re really that bored Ivor I’ve a document you could format for me.

    3. Avatar photo Big Dave says:

      I’ve been down for a grand total of 15 minutes in 2 1/2 years with BT/OR. must be that terrible GPON.

    4. Avatar photo Brian says:

      Yes just takes Openreach more than 27 days to fix faults

    5. Avatar photo Nick says:

      Not quite sure how symterical bandwith vs asymterical bandwith would have any bearing on an outage.
      Last week’s outage was a switch not failing over as expected at the dc.

    6. Avatar photo Rob says:

      Well I laughed. Very tribal this fttp stuff.

    7. Avatar photo Ad47uk says:

      Really? I know someone using BT FTTP, and they have complained about problems. While not FTTP I had a major problem a few years ago when my internet went down and the only router/ modem that would work was a Huawei Openreach modem, even openreach had no idea why after a few days of trying to sort it out they gave up and told me to keep the modem in place.

      My present supplier Zzoomm, they had a few problems for the first couple of months when I joined, new network, annoying but there you go.
      Now for 4 months or more, not a problem, over 500Mbs both up and down.

      These things happen, it is annoying certainly these days when so much rely on the internet

  3. Avatar photo ISP User says:

    Wow 1 hour…that’s light speed compared to a lot of others. Sounds like it was isolated to their own network – route cause isn’t that clear either a network strike or hardware issue I would guess. Pesky rats!

  4. Avatar photo Henry Rothery says:

    I’m a Toob customer. It’s generally been good service but recently a number of outages, including two mentioned here.

    Weirdly turns out that support emails are opted out by default (had never even looked at permissions before) so many customers won’t even be receiving their vague updates.

    Am unclear what the cause is, but internet needs to be reliable so if it carries on, back to Plusnet!

  5. Avatar photo TM says:

    Peasant broadband company. No status page, cgnat, gpon. Absolute cowboy outfit.

  6. Avatar photo Sebastian Bandt says:

    They not answering phone calls or dealing with their customers !

  7. Avatar photo Tim says:

    And their website toob.co.uk was not available during the outage. They need to fix that and have a Service Status page available. Also their Facebook updates need to be time-stamped, otherwise they are meaningless.
    So far, in 20 months of using toob I have experienced just these 2 system outages and a broken fibre on my premises which was fixed very pronto. Beat that VM.

Comments are closed

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