Giacom Connectivity Outage History

Started May 29, 2026, 09:36 AM UTC· resolved May 29, 2026, 11:41 AM UTC

1. identified May 29, 2026, 09:36 AM UTC

   we currently have an issue with out Sky quoting tool for ethernet. The problem has been identified and should be resolved by cop today. Sorry for any in convenience.

2. resolved May 29, 2026, 11:41 AM UTC

   This issue is now resolved

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Started May 18, 2026, 09:01 AM UTC· resolved May 19, 2026, 07:45 AM UTC

1. investigating May 18, 2026, 09:01 AM UTC

   Good Morning, We are currently investigating a City Fibre outage, which appears to be affecting the leeds area. This has been raised into City Fibre who are investigating. We'll update this incident again, within the following 1-2 hours. thanks

2. resolved May 19, 2026, 09:46 AM UTC

   Good Morning We have been advise this has now been resolved Incident status: Resolved This was due to a power failed at one of Date Centre City Fibre use Thanks

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Started Apr 22, 2026, 03:48 PM UTC· resolved Apr 23, 2026, 01:30 AM UTC

1. investigating Apr 22, 2026, 03:48 PM UTC

   Dear Partner, We have received reports of a total loss of service affecting some Ethernet Leased Lines. Initial investigations indicate that the impacted services are provided via Virgin Media. Checks carried out so far show that the leased lines themselves are up, and internet access is reachable when sourcing traffic from the LAN, which suggests that routing is in place. We are currently in the early stages of investigation and are gathering further data to progress this with the supplier. Further updates will be provided within the next 1–2 hours.

2. investigating Apr 22, 2026, 05:40 PM UTC

   The carrier has assured there are no physical connectivity issues affecting circuits, and is investigating further.

3. investigating Apr 22, 2026, 06:54 PM UTC

   Virgin Media confirm they are experiencing a routing issue across their network, and that this is currently being investigated by their Transmission Team.

4. investigating Apr 22, 2026, 09:12 PM UTC

   Virgin Media are still continuing to assess the situation and will provide a confirmed plan of action as soon as possible.

5. investigating Apr 22, 2026, 10:08 PM UTC

   Virgin Media will proceed with a full card replacement at our Hayes headend starting at midnight tonight. We will provide confirmation once the card swap has been completed.

6. identified Apr 22, 2026, 11:52 PM UTC

   Virgin Media has a revised plan in place and will be replacing two cards on their core device in Hayes. The cards have been ordered and are expected to arrive on site by 3am. A further update will be provided once the replacements have been completed.

7. resolved Apr 23, 2026, 02:53 AM UTC

   Virgin Media work has now been completed. Service should be working as expected. Please retest.

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Started Apr 19, 2026, 08:49 PM UTC· resolved Apr 20, 2026, 03:30 PM UTC

No vendor updates were posted for this incident.

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Started Apr 16, 2026, 10:14 AM UTC· resolved Apr 24, 2026, 02:22 PM UTC

1. investigating Apr 16, 2026, 10:14 AM UTC

   We have received reports of intermittent issues with our Cloud Market Portal when trying to access orders. Our platform support engineers are currently investigating the issue and we will provide updates on this as soon as we have them. Thank you for your patience while we work to resolve this.

2. investigating Apr 16, 2026, 04:04 PM UTC

   Good Afternoon, Our Platform Support engineers continue to work on this issue. Please bear with us while we continue to work towards a resolution. Updates will be provided as soon as they are available.

3. resolved Apr 24, 2026, 02:22 PM UTC

   The portal is now stable. Thank you for your patience while we worked to resolve this.

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Started Feb 05, 2026, 07:03 AM UTC· resolved May 29, 2026, 09:57 AM UTC

1. identified Feb 05, 2026, 07:03 AM UTC

   Ethernet services went currently down due to emergency maintenance ref: CHG0128364 carried out by the supplier last night. This maintenance led to an additional issue and a separate change is now in progress to resolve it. At present, there is no ETA for the fix. We are continuing to follow up with the supplier.

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Started Aug 20, 2025, 02:09 PM UTC· resolved May 29, 2026, 10:00 AM UTC

1. identified Aug 20, 2025, 02:09 PM UTC

   We’re currently experiencing a disruption to functionality within Colt Ethernet provisioning, due to a service outage affecting one of our third-party suppliers. Live Colt Ethernet services continue to work as normal. This issue is impacting several operations, including availability checks, new order/cease processing, and inflight order updates. As a result, our team is currently unable to process any new orders/ceases. If you need to log a fault or require any support, please contact the support teams via the BAU process of raising a ticket on the Cloud Market portal . We will update once we have received an update from our third-party supplier.

2. investigating Aug 28, 2025, 09:02 AM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. Colt has now confirmed that the issue is the result of a cyber incident. While Giacom’s systems remain completely unaffected and there is no evidence of Giacom or its reseller partners’ or their end customers’ files and data having been compromised during the incident, we will continue to work with Colt as they follow their cyber incident response protocols. Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new order and cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders or ceases. Updates to provision orders currently in flight are delayed as Colt is deploying manual processes until the completion of the cyber incident process. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide a further update on Monday, 01st September at 4:00 PM.

3. investigating Sep 01, 2025, 02:45 PM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We continue to work with Colt as they follow their cyber incident response protocols. We will provide a further update on Wednesday, 03rd September at 4:00 PM.

4. investigating Sep 03, 2025, 03:00 PM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We continue to work with Colt as they follow their cyber incident response protocols. We will provide a further update on Thursday, 4th September at 4:00 PM.

5. investigating Sep 04, 2025, 03:33 PM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We continue to work with Colt as they follow their cyber incident response protocols. We will provide a further update on Friday, 5th September at 4:00 PM.

6. investigating Sep 05, 2025, 04:06 PM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We continue to work with Colt as they follow their cyber incident response protocols. We will provide a further update on Monday, 8th September at 4:00 PM.

7. investigating Sep 10, 2025, 04:16 PM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We continue to collaborating with Colt as they implement their cyber incident response protocols. We will reach out directly if we are made aware of any information which affects you. You can find detail of the Colt Incident here - https://www.colt.net/status/ Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new orders, cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders, ceases or updates to inflight orders. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide a further update on Friday, 12th September at 4:00 PM.

8. investigating Sep 12, 2025, 02:52 PM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We continue to collaborating with Colt as they implement their cyber incident response protocols. We will reach out directly if we are made aware of any information which affects you. You can find detail of the Colt Incident here - https://www.colt.net/status/ Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new orders, cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders, ceases or updates to inflight orders. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide a further update on Wednesday, 17th September at 4:00 PM.

9. investigating Sep 18, 2025, 01:46 PM UTC

   Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We continue to collaborating with Colt as they implement their cyber incident response protocols. We will reach out directly if we are made aware of any information which affects you. You can find detail of the Colt Incident here - https://www.colt.net/status/ Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new orders, cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders, ceases or updates to inflight orders. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide a further update on Monday, 22nd September at 4:00 PM.

10. investigating Sep 22, 2025, 02:24 PM UTC

    Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We will contact partners to discuss any in-flight orders they have placed with Colt. We continue to collaborating with Colt as they implement their cyber incident response protocols. We will reach out directly if we are made aware of any information which affects you. You can find detail of the Colt Incident here - https://www.colt.net/status/ Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new orders, cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders, ceases or updates to inflight orders. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide a further update on Wednesday, 24th September around 4:00 PM.

11. monitoring Sep 30, 2025, 09:40 AM UTC

    Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We will contact partners to discuss any in-flight orders they have placed with Colt. We continue to collaborating with Colt as they implement their cyber incident response protocols. We will reach out directly if we are made aware of any information which affects you. You can find detail of the Colt Incident here - https://www.colt.net/status/ Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new orders, cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders, ceases or updates to inflight orders. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide a further update on Monday, 06th October 2025.

12. monitoring Oct 07, 2025, 12:28 AM UTC

    Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We will contact partners to discuss any in-flight orders they have placed with Colt. We continue to collaborating with Colt as they implement their cyber incident response protocols. We will reach out directly if we are made aware of any information which affects you. You can find detail of the Colt Incident here - https://www.colt.net/status/ Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new orders, cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders, ceases or updates to inflight orders. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide a further update on Monday, 13th October 2025.

13. monitoring Oct 09, 2025, 04:19 PM UTC

    Thank you for your continued patience as we work through the ongoing disruption to Colt Ethernet provisioning functionality. We will contact partners to discuss any in-flight orders they have placed with Colt. We continue to collaborate with Colt as they implement their cyber incident response protocols. We will reach out directly if we are made aware of any information which affects you. You can find detail of the Colt Incident here - https://www.colt.net/status/ Live Colt Ethernet services are operating normally. However, the incident is impacting several operational areas, including availability checks, new orders, cease processing, and updates to inflight orders. As a result, our team is currently unable to process any new orders, ceases or updates to inflight orders. If you need to log a fault or require support, please continue to use the standard BAU process by raising a ticket via the Cloud Market portal. We will provide further updates as they are made available to us.

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