{"id":35079,"date":"2023-07-17T10:56:30","date_gmt":"2023-07-17T09:56:30","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=35079"},"modified":"2023-07-17T11:07:04","modified_gmt":"2023-07-17T10:07:04","slug":"cityfibre-apologises-to-leeds-clients-for-rare-multi-week-outage","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/07\/cityfibre-apologises-to-leeds-clients-for-rare-multi-week-outage.html","title":{"rendered":"CityFibre Apologises to Leeds Clients for Rare Multi-Week Outage"},"content":{"rendered":"

Network operator CityFibre<\/a> has apologised to their business connectivity users in Leeds (Yorkshire, England) after their attempt to replace an old 288f fibre joint cable, which was due to be upgraded to 432f, resulted in a “significant number<\/span><\/em>” of customers (e.g. Dark Fibre and Ethernet services) being hit by connectivity problems.<\/p>\n

The problems, which flowed from pre-planned work (CHG0078467), appear to have begun around the start of July – after the original work over-ran by several days and related faults were later picked up under a different code (INC0151050). During this period, a multitude of customers complained of protracted connectivity problems and a lack of clarity from CityFibre<\/a> on how long it would take to fully resolve.<\/p>\n

The issue didn’t impact all of their customers in the area and the operator was able to get other circuits back online within a few short days (most of the impacted services were back online by 11th July), but sadly some have been left without working Dark Fibre and other links for over two weeks. Such protracted outages of high-capacity business lines are a serious issue and one that has now promoted an apology from the operator.<\/p>\n

According to CityFibre<\/a>’s customer notice, “Firstly, we want to say sorry. This has been a major inconvenience and frustration for you and your customers … Whilst we have successfully carried out over 700 maintenance activities this year within the network, on this occasion there were undoubted mistakes were made by our outsource engineering supply chain during the complex upgrade, which compounded the issues we faced.<\/em>”<\/p>\n

In addition to this, the operator said that a cable was also damaged by a third party during the service restoration process, which further delayed their repairs. Difficulties in repairing the legacy network were then encountered due to incomplete fibre records on previously acquisitioned networks (we think the core route might have been one that previously belonged to KCOM<\/a>, until 2015).<\/p>\n

CityFibre are now conducting a “thorough review<\/em>” of their current change and engineering processes, which will hopefully help them to identify and implement areas for improvement. “We will now be entering into a deep consultation with our supply chain partner and internal teams to fully identify every learning opportunity<\/em>,” said the operator. Further details on the incident are likely to be revealed as part of their final Post Incident Review<\/strong>, which is due in the next few weeks.<\/p>\n","protected":false},"excerpt":{"rendered":"

Network operator CityFibre has apologised to their business connectivity users in Leeds (Yorkshire, England) after their attempt to replace an old 288f fibre joint cable, which was due to be upgraded to 432f, resulted in a “significant number” of customers (e.g. Dark Fibre and Ethernet services) being hit by connectivity problems.<\/p>\n","protected":false},"author":1,"featured_media":29109,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[418,478,52,441],"class_list":["post-35079","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-cityfibre","tag-ethernet","tag-fibre-optic","tag-yorkshire"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nCityFibre Apologises to Leeds Clients for Rare Multi-Week Outage - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Network operator CityFibre has apologised to their business connectivity users in Leeds (Yorkshire, England) after their attempt to replace an old 288f\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2023\/07\/cityfibre-apologises-to-leeds-clients-for-rare-multi-week-outage.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CityFibre Apologises to Leeds Clients for Rare Multi-Week Outage - 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