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We apologise for the delay in updates but can assure you that we are working hard to resolve the issue.
We have a second engineer en-route to our primary data centre and we believe that we will be able to migrate the connection between our data centres to a spare link which should bypass the faulty component.
We will update once our second engineer arrives.
Our engineer has arrived at our second data centre and is assisting our network engineers with trouble-shooting the devices.
Unfortunately we are still unclear as to the exact cause of the issue which appears to be causing routing issues and the investigations are ongoing.
We will update as soon as we have a clearer picture of the issue.
We are continuing to try to diagnose the issue which appears to have originated in our secondary data centre.
Our engineer is on his way to our second data centre and has a journey time of about 30 minutes.
We will update once he arrives and has been able to access our systems.
Our engineer has arrived at our primary data centre and is now working with our network engineers to identify the root cause of the issue.
We will update within the next half hour.
Thank you for your patience.
We are aware of an issue affecting multiple customers that isthe result of an issue in our central London datacentre.
We have an engineer en-route to investigate and expect him to arrive before 3pm at which point we will provide an update.
We are really sorry for this inconvenience and can assure you that we are working as hard as possible to resolve the issue.
We believe that the issue is resolved and services are restored but some customers may need to re-boot their own routers if they still have an issue.
We will have engineers on site at Perseverance Works this morning to address any persistent issues.
We have now migrated all customer connections onto the back up equipment and can see services being restored. We believe most customers should now have internet access restored.
We suffered a failure of our main switch card and were unable to restart it and so had to move all customers over to our spare.
If you are still experiencing issues please re-boot your fibre modem in the first instance and if that does not resolve the problem, please contact us on support@purefibre.net or on 0330 808 2003 and we will investigate further.
We are really sorry for this inconvenience andwill be trying to assess why the primary card failed in the following days.
We are really sorry but the main switch is not responding. Our engineers are on site and are working to migrate customer connections onto a back up system.
We have just swapped the network over to a new battery back up system that has appeared to temporarily reset the main network switch. This should not have happened.
The system is currently powering back up but may take up to 15 minutes for service to be restored.
We are really sorry for this inconvenience and will monitor the network to ensure that all services are restored.