Notice #462520
Recovering

Service Outage

Began:

An additional full reset of the central equipment in the village was made just before 10am and we believe that all services are now restored.

Should you still be experiencing issues, please re-boot your routers in the first instance and if that does not resolve the problem, contact us on support@purefibre.net or on 0330 808 2003 and we will investigate further.

We are really sorry for this inconvenience and thank you for your patience.

We have identified a piece of equipment that has failed. Our engineer is currently on his way to the office to pick up replacement parts and will be heading in the direction of Ridgehill shortly. However it is at least a 3 hour journey from our location to Ridgehill so they are unlikely to arrive in Ridgehill much before midday.

We are really sorry but we are aware that connection to Ridgehill was lost at 10.22pm this evening and all customers are without service.

We have conducted tests in conjunction with Openreach who have determined that they cannot connect to their equipment in the village. This may be as a result of a power outage or could be a damaged fibre cable.

We will need to determine whether or not the poower supply to the equipment has failed and if not, will need to arrange for an engineer to visit to investigate possible damage to the fibre cable.

We are sorry for the inconvenience and will ateempt to restore service as soon as possible.

Upcoming Maintenance

[Scheduled] Planned 3rd party maintenance

We are sorry to advise that we have been informed that a 3rd party intends to carry out planned maintenance on our main network connection on 14th September between the hours of 23:00 to 06:00 on 15th of September. Due to the nature of the works, it is possible that the internet could be unavailable for the entire duration of this period.

Once the work is complete, should you still be without service, please power off all your internet routers for 5 minutes and power back on again. Once the units have restarted allow a few minutes for the processes to restart and check again.

If you still have issues please either call 0330 808 2003 Option 2 or email support@purefibre.net and we will investigate further.

We are sorry for any inconvenience caused by this planned work and we thank you for your understanding

Previous Incidents
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