What to expect if we encounter a network fault that is affecting our service

While we work hard to provide you interrupted broadband from time to time we do experience faults and damage to our network. This can range from simple technical fixes to serious damage caused by extreme weather or road traffic accidents. We appreciate that keeping you informed of any network fault is important, to help us with this we would suggest that you check your account details to ensure these are up to date, particularly having a mobile phone number recoded. You can check and update your details on your customer portal.

 Please check our FAQ to assist you further:

• How can I receive updates when my service is affected?

We send regular updates to affected customers by email and/or SMS text message, using the contact details we hold on record in our service portal. Please ensure that your contact details are up-to-date in order to ensure that you receive updates in the event of a service interruption and outage.

We will notify you as soon as practically possible after an outage and we will provide you regular updates throughout any unplanned downtime,

• Where can I get up-to-date information regarding a service outage?

We will send you a direct communication by email and/or SMS text messaging if your service is affected. You can also check our network updates on 013765620002 and select option 4

• Why is your fibre network affected by weather conditions or other factors that cause service outages?

We use one of 3 methods, depending on which is most suitable for your property, to connect you to our network, and each method can be affected by adverse weather conditions.

• Overhead Connection, which uses an overhead fibre cable from a pole to your property, which can be affected during storms if fallen branches or trees take down our cables
• Underground Connection where we connect your property from our network to your property using underground ducting, which can be affected by flooding, construction work or digging by third parties
• Using existing ducting, which can also be affected by flooding, digging or other activities undertaken by third parties.

We go to great lengths to ensure that our network is protected and visible to authorised contractors but problems can still occur, and we work hard to restore service as soon as possible.

• Why is your wireless network affected by weather conditions or other factors that cause service outages?

We use us radio links to transmit the broadband from our access points to customers, these can be affected by:

• Very heavy rain or snow can affect the quality of the signal causing; drops in service or slow speeds
• High winds can occasionally cause an antenna in our network to loose connection to our core network. These high frequency antenna rely on fine margins to be f=perfectly aligned

• How long will it take for my service to be restored?

We aim to restore service as quickly as possible, in the first instance we will aim to determine if we can remotely repair or re-route your broadband service. If this is not possible we dispatch engineers to investigate the cause of the fault. The cause of the fault will determine how quickly we can repair it, repairs can be delayed if there are health and safety issues impacting the repair such as location, road traffic accidents or the need to book traffic management to carry out the repair safely and legally.

We will keep you updated regularly throughout any network disruption.

• Do you monitor your network proactively for faults or do I need to report it?

We monitor our network continuously for faults and outages, and our engineers are on call 7 days a week if problems occur.

• Do your engineers work 7 days a week?

While we cannot guarantee that there will never be any problems, particularly in rural localities, our full fibre network uses the most reliable broadband technology available. We monitor our network continuously for faults and outages, and our engineers are on call 7 days a week if problems occur.