{"id":32114,"date":"2022-09-02T08:05:55","date_gmt":"2022-09-02T07:05:55","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=32114"},"modified":"2022-09-02T08:05:55","modified_gmt":"2022-09-02T07:05:55","slug":"isp-gigaclear-leave-essex-village-without-broadband-for-2-weeks","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/09\/isp-gigaclear-leave-essex-village-without-broadband-for-2-weeks.html","title":{"rendered":"ISP Gigaclear Leave Essex Village Without Broadband for 2 Weeks"},"content":{"rendered":"<p>A small number of <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/gigaclear\" rel=\"nofollow\" target=\"_blank\">Gigaclear<\/a>&#8217;s rural UK broadband customers on their new gigabit-capable Fibre-to-the-Premises (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttp\">FTTP<\/a>) network in Essex (Area 2) &#8211; primarily residents in the village of White Colne &#8211; have complained after a service fault resulted in a loss of connectivity that has so far persisted for two long weeks.<!--more--><\/p>\n<p>The area, which was originally covered by their full fibre network as part of the operator&#8217;s state aid supported <strong>Superfast Essex<\/strong> contract (Phase 3 &#8211; Lot 2 &#8211; Central North &#8211; location no. 19), appears to have lost connectivity on 19th August 2022 during Friday afternoon.<\/p>\n<p>However, it took the provider until 23rd August before they could confirm that the fault, which is &#8220;<em>causing loss of service in the area<\/em>&#8220;, had been triggered by unspecified damage to one of their fibre optic cables in a &#8220;<em>difficult location to access and work<\/em>.&#8221;<\/p>\n<p>At this point ISPreview.co.uk started to receive complaints from locals, some of whom highlighted problems with getting a response from the provider. Fast-forward to 1st September and the outage still hadn&#8217;t been resolved, although after a bit of prompting, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/gigaclear\" rel=\"nofollow\" target=\"_blank\">Gigaclear<\/a> has finally furnished us with a useful update.<\/p>\n<p>The provider informs us that a total of 13 premises have been affected and their call-out team, based in Northampton, arrived at <strong>White Colne<\/strong> at approximately 10pm on August 19. &#8220;<em>They were unable to ascertain the precise location of the outage. Engineers returned again on the 22nd and discovered there had been a fibre strike caused by builders erecting new fences on farmland on Great Farm Road<\/em>,&#8221; said a <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/gigaclear\" rel=\"nofollow\" target=\"_blank\">Gigaclear<\/a> spokesperson.<\/p>\n<blockquote class=\"bq1\"><p><strong>Gigaclear Statement<\/strong><\/p>\n<p>There were a number of internal factors that contributed to the unacceptable delay in resolving the issue including a shortage in our available manpower resource. We will be reaching out to those affected by the outage to apologise and offer them a gesture of goodwill. Additionally, we will be carrying out an internal review of our processes to minimise the likelihood of situations such as this happening again.<\/p><\/blockquote>\n<p>Remedial work on the problem is due to be carried out today, which will hopefully resolve the issue. Nevertheless, the last update showing on their service status page is &#8211; at the time of writing &#8211; still the one they posted on 23rd August. Clearly, Gigaclear needs to do a bit more work on the communication side.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A small number of Gigaclear&#8217;s rural UK broadband customers on their new gigabit-capable Fibre-to-the-Premises (FTTP) network in Essex (Area 2) &#8211; primarily residents in the village of White Colne &#8211; have complained after a service fault resulted in a loss of connectivity that has so far persisted for two long weeks.<\/p>\n","protected":false},"author":1,"featured_media":27095,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[456,56,416],"class_list":["post-32114","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-essex","tag-fttp","tag-gigaclear"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>ISP Gigaclear Leave Essex Village Without Broadband for 2 Weeks - 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