sw13.vlt access switch failure

All customer services should be up as of 10:53

Our engineers should already be reaching out to all non-managed customers affected by this incident to check you are back online.

If you have not heard from our support already and you are still experiencing problems, please call in.

For those of you affected by this incident, please accept our apologies for any inconvenience caused today.

The root cause of this fault was a complete hardware failure of the access switch to which your service was connected, something which unfortunately could not have been foreseen in this instance.

The delay in this fault being announced, and in restoration work commencing this morning, was caused by an internal failure in escalating this incident. We will revise escalation procedures with all of our engineers in an effort to eliminate similar delays in future.

We have had to effect temporary repairs today to restore service and will make a planned maintenance window to replace the current temporary switch with a new one once an appropriate replacement switch arrives into our stores.

Activity to restore service continues.

Due to the replacement switch being of a different make and model the configuration could not simply be restored from backups, and because this switch is also significantly deeper it has had to be placed into a different location in the rack necessitating recabling of all the connected devices requiring an additional run out to our office to collect longer patch leads.

We expect to see restoration within the hour.

Please accept our apologies for the continued disruption and inconvenience.

Replacement switch on site

Replacement switch is now en route to volta

Sw13.vlt is failed, making plans for replacement

Engineers en route to Volta to investigate suspected access switch failure