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
Network Upgrade All wireless customers in Burstwick, Hedon Central & East Upgrade work almost finished; please see notes below;
Reported Problem Tenda WiFi Routers - Default to factory settings You will need to reconfigure your WiFi router - Please see notes below;
Working New EU Data Protection Law - GDPR We have updated our data security privacy policy - Please see notes below;
Working Fibrewave Wireless Broadband No Issues
Working Wavelink Wireless Broadband Hull No Issues
Working Ultrawave Wireless Broadband 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

Scheduled Maintenance Details

Date: 13/06/2018
Time: 1:00 am - Ongoing - Almost Complete
Service: All wireless broadband customers in Hedon & Burstwick
Description:

Upgrade work in Burstwick & Hedon is almost complete. There are around 5 remaining customers dotted between Burstwick and Hedon left to upgrade, so we are very happy to report that all services are now running very stable; at Superfast, and Ultrafast speeds in all upgraded areas.

Areas Affected: Burstwick & Hedon East / Central
Date: 25/05/2018
Time: 12:00 am - Until: You update the firmware
Service: Tenda WiFi routers
Description:

We have discovered an issue with the firmware of the current Tenda WiFi routers which we supply for free with some new basic internet connections. The WiFi network may reset itself and be open to connect without a password. If this happens; connect to the open Tenda WiFi network, and download a stable firmware copy from here: www.airnetuk.com/downloads/f300_tenda_fw_eu.bin Next you will need to open a web browser and in the address bar and type in the default IP address of: http://192.168.0.1. Enter admin for both username and password and click Login. Navigate to System Tools -> Device Management -> Select a File. Choose f300_tenda_FW_EN.bin from wherever you saved it to, and click Open, then click OK to upload the firmware, and wait for the reboot to reach 100% After upgrading you must reset to defaults by pressing the WPS button on the router for 10 seconds. Wait for 60 seconds before logging in again via the web browser on http://192.168.0.1 using admin for the password. For an additional help and support, please open a case on our Helpdesk www.airnetuk.com/helpdesk

Areas Affected: All new customers from April 2018
Date: 25/05/2018
Time: 12:00 am - Until: Any other legal changes
Service: Sales / Marketing & Data Protection
Description:

We have fully updated our data security policy in line with new EU GDPR legislation. We will no longer send you any type of marketing / sales correspondence, unless you would like us to, by this we mean that you will have to sign up to our new newsletter service, which will be launched later this year in order to receive any type of marketing / sales emails from us. As always we have let you know that we will never bother to send unwanted marketing correspondence anyway, so please rest assured that we always have, and always will protect your privacy at all times. We are very happy and in full support of the new privacy changes, which should mark an end to unwanted correspondence for all.

Areas Affected: All customers
Date: 06/07/2018
Time: 2:45 am - 12:30 pm
Service: Fibre Broadband & Wireless Broadband
Description:

There are some electrical faults with Powergrid's network, which may be affecting a number of properties in the Holderness area. If you are experiencing a loss of broadband, the issue is most likely to do with this local electrical fault. Updates have been posted on Powergrid’s website: http://www.northernpowergrid.com/power-cuts-checker/HU12

Areas Affected: Various properties in HU12
Date: 02/07/2018
Time: 10:50 am - Resolved - 04/07/2018 @ 10.40 pm
Service: Fibrewave
Description:

For the past 3 days we have an intermittent electrical fault at one of the transmitter sites. It is not our equipment but the mains supply to the site. Electrical specialists are looking into what is causing the circuit to trip, and we hope to have an answer soon. 4.10 pm – An electrical specialist is on site investigating the issues.

Areas Affected: Burstwick & Hedon
Date: 01/07/2018
Time: 12:20 pm - Resolved - 2.55 pm
Service: Fibrewave
Description:

A loss of service was reported. We have sent and engineer to check what is causing the problem at the transmitter site. 12:55pm - Engineer has found a loss of power at the transmitter site. 2.55pm - Power restored.

Areas Affected: Burstwick & Hedon
Date: 17/06/2018
Time: 2:10 pm - 5:17pm
Service: Wireless Broadband Hedon
Description:

One of the new relay transmitters has suffered hardware failure, so we will be replacing the module as soon as possible on Saturday morning. This issue is affecting around 10 customers on Leaf Sail Farm & Central Hedon. New transmitter was installed, and the service worked for around 18 hours and stopped working again, so engineers are back on site working on the problem. We are sorry for the loss of service this has caused for anyone.

Areas Affected: South & West Hedon
Date: 26/06/2018
Time: 11:20 am - Resolved - 3:10 pm
Service: Fibrewave
Description:

There is a cable fault on a relay in Hedon, which is affecting customers near Leaf Sail farm. We have engineers currently working on problems in the area, and we hope to finally resolve this issue as soon as we can.

Areas Affected: Hedon
Date: 23/04/2018
Time: 10:00 am - 3:00 pm
Service: Fibrewave
Description:

An issue was reported this morning, and was since repaired by our technical team. The problem was an intermittent link which affected some customers in Fitling & Tunstall. We are sorry about any problems you may have had, but things should be working ok again now.

Areas Affected: Fitling, Tunstall, Elstronwick
Date: 05/04/2018
Time: 1:00 am - 06:00 am
Service: Fibrewave & Ultrawave
Description:

Various updates taking place on the Edge routers on the Keyingham telephone exchange will affect many customers on our network. There will be a loss of service until the update work completes between 1am-6am. We are sorry for any inconvenience caused.

Areas Affected: HU11, HU12 & HU19
Date: 15/03/2018
Time: 8:00 am - Until: 15/07/2018
Service: Wireless Broadband Infrastructure
Description:

We are activating new links between Hedon, Preston, Tunstall, Hilston, Oustwick, Rimswell, Elstronwick, Daisy Hill, Fitling, Humbleton and West Newton. This will increase broadband speeds and improve latency in all of those areas. The new links will be in place until we fully complete the full ultrafast infrasrtucture upgrade later this year.

Areas Affected: HU11, HU12 & HU19
Date: 04/03/2018
Time: 12:00 pm - Resolved - 9:00 pm
Service: Fibrewave
Description:

This morning a power surge took out services in HU11, HU12 & HU19 service areas. All power was later restored; however one of our sites near Preston remains offline. Engineers investigated the issue at 4pm today, and found Power grid are still working to restore services, which has been estimated to be around 8pm tonight. We are sorry for the loss of service, which some customers may be experiencing, and we aim to restore all services as soon as possible.

Areas Affected: Hedon, Preston, Daisy Hill, Fitling, West Newton, Elstronwick, Humbleton
Date: 01/03/2018
Time: 8:00 am - 04/03/2018
Service: Engineering Work
Description:

Due to severe weather, all work involving our engineers working outside has been put on hold due to unsafe working conditions, as soon as the weather improves work will commence once again. This is affecting new connections, connection upgrades, change of address orders, and repairs involving roof work until further notice.

Areas Affected: All Wireless Broadband
Date: 10/02/2018
Time: 9:00 am - 15/02/2018 - Completed
Service: Network Infrastructure
Description:

We are very pleased to announce following 18 Months of major work, our new wireless broadband network infrastructure will be complete in Burstwick & Hedon by 15/02/2018. We have installed a new distribution tower in Burstwick, and a new feed mast in Hedon. We are in the process of contacting all of our existing customers in these areas to arrange a free upgrade to install faster equipment, with managed WiFi services, so that speeds no longer drop at peak times. Customers will also have the option to upgrade to faster packages following this work. We would like to thank all of our loyal existing customers for their commendable patience and understanding while we have been waiting for all companies involved to complete their part in our project over the last 18 Months. We promise that this wait will have been well worth it!

Areas Affected: Burstwick & Hedon
Date: 09/02/2018
Time: 2:00 pm - Resolved - 3:20 pm
Service: Fibrewave
Description:

Power outages have caused a loss of services for some customers in the HU11, HU12 & HU19 post code areas. We are currently awaiting updates

Areas Affected: HU11, HU12 & HU19
Date: 17/01/2018
Time: 11:00 am - Resolved - 18/01/2018 - 10:55 am
Service: Fibrewave, Ultrawave & Voicetalk
Description:

There is a major fault at the moment with one of our main routers. A new device has been ordered and will be fitted before 10am on 18/01/2018. We are really sorry about this outage which is beyond our reasonable control. *All services back online 10.55am *

Areas Affected: HU11, HU12 & HU19
Date: 21/12/2017
Time: 12:00 am - Resolved - 2:00 am
Service: Fibrewave & Voicetalk
Description:

There are reported issues of slower Fibrewave broadband and problems with Voicetalk services. We are making slight changes to the network in order to improve services. Changes in the environment have caused some frequency and channel issues, which we are currently addressing. You may lose connection of all services between 12am-2am. This should improve all services in the mean time until we complete major upgrades over the next 5 weeks.

Areas Affected: HU11, HU12 & HU19
Date: 02/10/2017
Time: 11:00 am - Resolved - 2:40 pm
Service: Fibrewave
Description:

There is currently a power outage at a distribution tower which is affecting some customers on our network. We are working to restore power as soon as possible.

Areas Affected: Keyingham, Ottringham, Sunk Island, Kilnsea, Hedon, Tunstall, Rimswell, Humbleton & Elstronwick
Date: 26/09/2017
Time: 6:00 pm - 10:20 pm
Service: Fibrewave
Description:

Some customers reported connection freezing. After following up on the fault ticket we found and repaired two problematic switches with firmware upgrades, and updated all other settings required. We have checked all connections, and services should be running normally again now

Areas Affected: Burstwick & Hedon
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: 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