Service Status

This table displays informatation for all of our critical services. The dashboard will be updated whenever status information for any service changes.
Status Service Information
Fault Ultrawave Wireless Broadband Customers using TP-Link WR841N routers in Keyingham are having speed issues and connection problems
Fault VOIP Services Some customers have reported that touch tones are not working properly during menu selection in phone calls. We are looking into this issue.
Reported Problem Fibrewave Wireless Broadband We are not currently able to process any new wireless broadband orders in Tunstall, Hedon, Preston & surrounding areas until 10/10/17
Network Upgrade Fibrewave Wireless Broadband Installation of new network links to Burstwick, Hedon, Preston, Tunstall, Halsham, Fitling, Hilston, Humbleton, Elstronwick, Aldborough & surrounding areas - (All work will be finished during January 2018)
Working Fibrewave Wireless broadband No Issues
Working Wavelink Wireless Broadband Hull No Issues
Working Ultrawave Wireless Services No Issues
Working Text Messaging Services No Issues
Working Fibre Optic Broadband Network No Issues
Working ADSL Broadband Network No Issues
Working Satellite Broadband Network No Issues
Working PSTN Services No Issues
Working Account Portals No Issues
Working Card Payments No Issues
Working Direct Debit No Issues

Scheduled Maintenance Details

Date: 25/09/2017
Time: 11:51 am - N/A
Service: Ultrawave
Description:

It has come to light that customers using TP-Link WR841N WiFi routers in Keyingham are having speed issues and connection problems. This is because those routers are limited to 100MB WAN port speed, and the new hardware is Gigabit rated port speed. We recommend upgrading the router to an AC1200 immediately, as these have Gigabit Ethernet ports and run much better. We can install these for £80 with free management. Alternatively you can request us to set up a new WiFi hotspot for you free of charge.

Areas Affected: Only Keyingham
Date: 25/09/2017
Time: 12:00 pm - *TBC
Service: Voicetalk
Description:

We are looking into an issue that a number of customers have reported with the touch tones not working properly, during calls which require menu options to be selected.

Areas Affected: All Customers
Date: 04/09/2017
Time: 2:00 am - Pending update
Service: Fibrewave
Description:

We are not able to process any new wireless broadband orders until 10/10/17.

Areas Affected: Hedon, Preston, Tunstall, Fitling, Humbleton, Elstronwick
Date: 25/09/2017
Time: 5:00 pm - January 2018
Service: Fibrewave & Ultrawave
Description:

We are currently working on upgrading infrastructure for all customers on our network. We finished work in Keyingham during July, which has given customers the option of upgrading to our new Ultrawave service in that area. We have been waiting around 9 Months for planning, and 3rd party contractors to complete work, which will massively improve services for all remaining customers. In some places we have to fit new telegraph poles, and run fibres optic links to our new high-capacity distribution towers, which has taken some time. All work has been scheduled to be complete during January 2018, if it is not confirmed before this. We will update as soon as possible.

Areas Affected: Burstwick, Hedon, Preston, Tunstall, Halsham, Fitling, Hilston, Humbleton, Elstronwick, Aldborough & surrounding areas.
Date: 24/07/2017
Time: 11:00 am - Completed - 24/07/2017 @ 17:20
Service: Wireless Broadband
Description:

A number of customers in different parts of the HU11, HU12 & HU19 areas, have reported slower speeds today, Engineers are currently looking into this problem, and we aim to resolve as soon as we can.

Areas Affected: HU11, HU12 & HU19
Date: 01/07/2017
Time: 12:00 pm - Completed - 21/07/2017
Service: Wireless Broadband
Description:

We are in the process of a major network upgrade. We are installing new dishes and replacing power supplies. This will enable the option for customers in Keyingham to access speeds up-to 100Mbps on our new Ultrawave service.

Areas Affected: Keyingham
Date: 17/06/2017
Time: 5:00 pm - Pending Completion Date
Service: Wireless Broadband
Description:

We are installing new links to Burstwick, Preston & Hedon. This will bring better service speeds, add redundancy, give more capacity, and also stabilise & better load traffic to our main servers. Update - Estimated upgrade completion date is currently pending

Areas Affected: Burstwick, Preston & Hedon
Date: 01/06/2017
Time: 4:00 pm - Pending Completion Date
Service: Wireless Broadband
Description:

We are installing new links to Halsham, Tunstall & Hilston. This will bring better service speeds, add redundancy, give more capacity, and also stabilise & better load traffic to our main servers. Update - Estimated upgrade completion date is currently pending

Areas Affected: Tunstall, Halsham & Hilston
Date: 01/06/2017
Time: 8:00 am - Pending Completion Date
Service: Fibrewave
Description:

From July 2017 we are upgrading all transmitters, and back-links due to changes in the environment mainly caused by tree growth this time of year. Upgrades will also bring better services to all areas with much faster speeds and reliability. This work is the last major scheduled maintenance for 2017. We will be reviewing each individual connection as soon as the infrastructure work is complete. Update - We aim to complete major works by the end of August 2017

Areas Affected: All HU11, HU12 & HU19 post code areas
Date: 29/05/2017
Time: 4:00 am - Resolved - 01/06/2017 @ 3.20 pm
Service: Fibrewave
Description:

We have discovered a fault with one of our new power units, which is fluctuating, and causing drops in service, and slower speeds. This is affecting a small number of customers at various locations in the HU11; HU12 & HU19 post code areas. A replacement power unit has been ordered, and will be delivered and installed no later than 6pm on 01/06/17. In the mean time we are invoking our backup links, to maintain stable connectivity for the minority of affected customers.

Areas Affected: HU11, HU12 & HU19
Date: 23/05/2017
Time: 6:30 pm - Resolved - 23/05/17 @ 8:10 pm
Service: Wavelink
Description:

There is currently a fault affecting customers in East Hull & Hedon, our partner's engineers in the Hull area are currently investigating the problem, and we hope to resume normal service as soon as possible.

Areas Affected: East Hull & Hedon
Date: 16/05/2017
Time: 12:00 pm - 2:00 pm
Service: Fibrewave
Description:

We are installing new breakers, data cabinets & UPS systems, which will affect all customers for a short time. We aim to keep down time to a minimum but we would like to apologise in advance for any issue this temporary outage may cause.

Areas Affected: HU11, HU12 & HU19
Date: 09/04/2017
Time: 12:00 pm - Resolved - 09/04/2017 @15:00
Service: Fibrewave
Description:

Electricity power fluctuations caused a loss of connection on various network access points in the East Riding HU12 area. Several reboots were made during 13:00-16:00 on all affected devices. Services were fully restored on all connections by 5pm. We are very sorry for any interruption to your internet services during this time.

Areas Affected: Preston, Hedon, Hilston, Tunstall and other close surrounding areas.
Date: 03/04/2017
Time: 2:00 pm - Resolved
Service: SMS Text Services
Description:

In an effort to streamline contact via text messages, we have updated our SMS contact number to 07520634034 We are now able to better log each enquiry onto our system.

Areas Affected: N/A
Date: 15/03/2017
Time: 6:00 am - Resolved - 15/03/2017 @ 09:40
Service: Wavelink
Description:

We have had reports that some connections are not working in the Hull and surrounding area. We are currently looking into this fault and hope to resolve asap.

Areas Affected: Parts of Hull
Date: 08/03/2017
Time: 10:00 am - Resolved - 09/03/2017 @10:00
Service: Fibrewave
Description:

We found some issues on switches and core servers today, causing internet to slow and then drop, so we have updated firmware on affected devices in response. All customer connections are running better since the upgrade. We are monitoring the network closely over the next 24-48 Hours to make sure no problems persist

Areas Affected: HU11, HU12 & HU19
Date: 07/03/2017
Time: 8:00 am - Resolved - 08/03/2017 @19:00
Service: Fibrewave
Description:

Slower speeds and random connection drops have been repaired In Hedon & Preston.

Areas Affected: Hedon, Preston, Humbleton, Elstronwick, Daisy Hill & Burton Pidsea.