CityFibre National

Notice

Customers on the CityFibre network may be currently experiencing service issues and slow download speeds. CityFibre are aware of the incident and are currently investigating. We’ll provide further updates as soon as more information becomes available. Regards 4th Utility NOC

Updates

2025-07-15 09:05:28

1 day ago

Following extensive overnight work with our vendor Nokia, the issue was traced to a faulty network device within the service path. While this device will ultimately need to be replaced, it was determined that a reset could clear the fault and restore normal service. At approximately 07:00 this morning, we made the decision to reboot the device in order to prevent ongoing service degradation for customers throughout today. Unfortunately, this action required customer sessions to reset, which would have caused brief service interruptions for affected customers. Since the reset, the packet loss previously observed on customer sessions has dissipated, and services for the impacted customers now appear to be restored. Initial results are positive, though further testing and validation are underway to confirm full stability. We will work closely with our vendors to replace the device in the coming days/week and will issue a maintenance notification to affected customers prior to this work. Our team will continue to monitor the traffic profile of the impacted customer base and will post further updates here if any additional issues arise. We do sincerely apologise for the disruption caused and greatly appreciate your patience while we worked through this complex issue.
2025-07-14 23:24:47

1 day ago

We have been working throughout the day with our vendor, Nokia, to investigate the packet loss issue currently affecting some of our customers. While we have not yet been able to fully resolve the problem, significant progress has been made in ruling out multiple potential causes. Our team has been providing ongoing diagnostic data and performing detailed tests as requested by Nokia. These results are now being reviewed by their product experts to help identify the root cause. We sincerely apologise for the time this is taking and fully understand the impact this is having on affected customers. Please be assured this remains our highest priority, and all available resources are focused on resolution. We will provide a further update as soon as new information becomes available. Thank you for your continued patience and understanding.
2025-07-14 11:53:15

1 day ago

We have continued diagnostic work over the weekend in close collaboration with our network partner, CityFibre, and have also engaged technical support from our equipment vendor, Nokia, to assist with deeper diagnostics. At this time, we are aware that some customers are still experiencing intermittent packet loss on their broadband service. We understand how disruptive this is and want to reassure you that resolving this issue remains our highest priority. All available engineering resources at 4th Utility are fully focused on identifying and resolving the root cause. We will provide further updates as soon as more information becomes available. We sincerely apologise for the inconvenience caused and thank you for your continued patience. __ The 4th Utility NOC
2025-07-13 16:51:37

2 days ago

As part of ongoing investigations into packet loss reported by some customers, we performed a controlled failover to our backup platform. Unfortunately, during this transition, a number of customer sessions were unintentionally dropped and had to reform. This caused a temporary disruption to service for some customers, lasting from a few minutes up to 15 minutes. Service has now fully recovered, and all systems are operating normally but unfortunately the loss for some customers continues. We are conducting a post-incident review to identify improvements to failover handling and session resilience. We sincerely apologise for the disruption and appreciate your patience while we work to restore service.
2025-07-13 02:08:27

3 days ago

We continue to work with CityFibre and our other vendors to identify and resolve the root cause of this issue. The issue has been escalated to the highest levels within both organizations, and dedicated teams continue to work throughout the night. At this time, we have not yet identified the precise nature of the issue, which is proving to be complex. We understand the frustration this causes and appreciate your continued patience as we work diligently towards a resolution. Further updates will be provided as soon as we have more information. There is no need to contact us regarding this matter at this time, as our teams are fully focused on restoration efforts. We sincerely apologize for any inconvenience this outage may be causing.
2025-07-11 21:58:05

4 days ago

We continue to work with CityFibre to resolve the issue on their network as quickly as possible. We have made a change as a temporary solution while works continue in the background to identify this issue at hand. We have seen traffic increase as we would expect at this time. Further updates will follow once we have more information and you do not need to contact us during this time. We apologize for the inconvenience and appreciate your patience. Regards 4th Utility NOC
2025-07-11 19:57:56

4 days ago

We are continuing to work with CityFibre to resolve the issue on their network as quickly as possible. We apologize for the inconvenience and appreciate your patience. Regards 4th Utility NOC

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