Duration: 1 day, 6 hours and 59 minutes

Affected Components: Inspira ExpressTrack - Support Portal, Inspira ExpressTrack - Email Support Requests

Oct 20, 08:49:27 GMT+0
Identified - We're currently experiencing issues with the ExpressTrack Support Portal and customers may be unable to login to raise support cases or view cases that had been opened previously. This is due to an ongoing outage with AWS that is affecting a wide range of services globally and has been reported on in the national press. We're monitoring this situation closely. AWS Engineering are working hard to resolve this issue as quickly as possible. If you need to raise a support request in the meantime, please email [support@itg-uk.com](mailto:support@itg-uk.com) and we'll get back to you ASAP. Note that due to this outage you will not receive a case reference email. .

Oct 20, 21:46:12 GMT+0
Monitoring - AWS has implemented a fix and we're seeing higher success rates across our service desk applications. We'll continue to monitor this overnight but all customers should be able to raise support requests as normal now. .

Oct 21, 15:48:19 GMT+0
Resolved - AWS has resolved this incident and all services are now healthy. .

Duration: 16 hours and 35 minutes

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Oct 6, 19:16:08 GMT+0
Investigating - Our monitoring systems have detected a widespread outage across the ITG network. This is being investigated as a priority. Further updates will be posted here. We apologise for any inconvenience this may cause. .

Oct 6, 19:32:39 GMT+0
Investigating - We are currently dealing with a connectivity issue impacting leased line and broadband circuits operating via Telehouse North. Apologies for the disruption caused. Please bear with us while we work to resolve this as quickly as possible..

Oct 6, 19:58:13 GMT+0
Identified - We are seeing issues affecting multiple POPs. We are working hard to restore stability. Apologies as this may be impacting primary and secondary paths..

Oct 6, 20:41:45 GMT+0
Identified - We're seeing services restored, please note this is still an active incident while our engineers continue to investigate..

Oct 7, 11:51:30 GMT+0
Resolved - This incident has been resolved. .

Oct 6, 21:27:46 GMT+0
Monitoring - Services have been stable for the last 45 minutes. We're continuing to gather the facts around this outage and will share these once fully understood. Services are currently deemed 'at risk' but stable. Should this issue re-occur this evening we'll post a further update here. This incident will remain open until tomorrow for further monitoring. Thank you for your patience whilst we stabilised the network and apologies for any inconvenience caused..

Oct 7, 11:52:02 GMT+0
Postmortem - On the evening of 6th October 2025, broadband and leased line services experienced disruption due to a suspected DDoS attack targeting our core network. Some transit connectivity was temporarily disabled to reduce router load and stabilise the network, with additional DDoS protections subsequently implemented. Although further attacks occurred overnight, they were successfully mitigated without service impact, and all connections are now operating normally. Continuous monitoring remains in place to ensure ongoing stability..

Duration: 7 hours

Affected Components: VPS Platform, Inspira Shared Hosting (Windows), Inspira Shared Hosting (Linux), My Inspira Control Panel

Sep 30, 22:00:00 GMT+0
Identified - Our primary hosting data centre has informed us that they intend to carry out essential power maintenance on 30/09/2025 starting at 11pm BST. ### What's happening? The DC is upgrading critical power distribution equipment to strengthen resilience and prevent any recurrence of recent power issues. ### When will this take place? Start: Tuesday, 30th September 2025 11:00 PM (UK time) End: Wednesday, 1st October 2025 6:00 AM (UK time) Duration: Up to 7 hours ### Which services are affected? During this window, the following services will be unavailable My Inspira Access Linux VPS Hosting Shared Email Platform (SMTP / IMAP / POP3 / Webmail) Windows Shared Hosting on servers 19 and 21 Linux Shared Hosting on servers 30 - 43 ### Why is this necessary? Recent power issues have highlighted faults with existing equipment. This upgrade is a key step in ensuring a more stable and resilient environment for your services moving forward. We apologise for the disruption this may cause and greatly appreciate your cooperation. DC engineers will carefully manage the process and will closely monitor services as they return online. ### Fault Raising During this window, urgent faults cannot be raised for leased lines or broadband, and all SLAs will be temporarily suspended. If you need assistance during this period, please raise a request via Inspira ExpressTrack or email support@itg-uk.com with full details, and a support engineer will respond as soon as possible..

Oct 1, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 30, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 4 hours

Affected Components: Inspira Shared Hosting (Windows), Inspira Shared Hosting (Linux), VPS Platform, My Inspira Control Panel

Mar 19, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 19, 04:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 19, 00:00:00 GMT+0
Identified - We will be carrying out essential network maintenance that may affect access to **My Inspira** and **VPS, dedicated, and shared web and email hosting services**. **Maintenance Window:** 19/03/2025 Midnight - 4AM GMT **Affected Services:** \- Control Panel and API access \- Shared Web Hosting \- Shared Email Hosting \- VPS Hosting \- Dedicated Server Hosting **Unaffected Services:** \- Broadband \- VOIP \- Leased lines We apologise for any inconvenience this may cause and appreciate your understanding. If you have any questions, please contact our Support team..

Duration: 6 hours and 59 minutes

Affected Components: Inspira Broadband

Feb 14, 00:01:00 GMT+0
Identified - BT is making a change to it's UK Core Network that may impact your services: We're simultaneously upgrading some 21C network software across multiple sites. The PW window is from 00:01 until 07:00, and we will start at 00:01 with non-disruptive pre-checks. From 01:00 we will start to re-boot the devices to the new version of code. This will cause an outage to all customers of up to 15 minutes whilst the device restarts. However, if roll-back is required, the outage could exceed 1hr. All work will be complete by 07:00..

Feb 14, 00:01:01 GMT+0
Identified - Maintenance is now in progress.

Feb 14, 07:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Dec 14, 10:42:00 GMT+0
Completed - Maintenance has completed successfully.

Dec 14, 00:42:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 4 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Dec 14, 00:42:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Dec 13, 00:42:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 4 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Dec 13, 10:42:00 GMT+0
Completed - Maintenance has completed successfully.

Dec 13, 00:42:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Dec 12, 00:41:01 GMT+0
Identified - Maintenance is now in progress.

Dec 12, 00:41:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 3 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Dec 12, 10:41:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Dec 12, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Dec 11, 22:00:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 3 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Dec 11, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Nov 7, 22:00:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 4 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Nov 8, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Nov 7, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Nov 6, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Nov 6, 22:00:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 4 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Nov 7, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Nov 5, 22:00:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 4 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Nov 6, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Nov 5, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 10 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Nov 5, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Nov 4, 22:00:00 GMT+0
Identified - Due to the current Fibre Exchange (Fex) closing, CityFibre is required to move its kit out of this site (PLY-1) and migrate it to the new location (PLY-2) Works will take place over the course of 4 nights; customers will experience an outage on different nights (please see schedule) All of your service will be fully restored the following morning before 08:00. Maintenance will commence at 22:00 and then cease at 08:00 on each day. All services will be At Risk during the whole maintenance window..

Nov 4, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 2 hours and 10 minutes

Affected Components: Inspira Shared Hosting (Windows), Inspira Broadband, Inspira Shared Hosting (Linux), VPS Platform, Inspira Leased Lines & EFM, My Inspira Control Panel

Oct 7, 18:43:00 GMT+0
Identified - We are currently investigating a service disruption affecting our London Data Center. Our teams are actively working to identify and resolve the issue. We will provide further updates as more information becomes available. Thank you for your patience..

Oct 7, 19:48:35 GMT+0
Identified - Our team is continuing to work on resolving the issue affecting our London Data Center. We understand the impact this may have on your operations, and we’re committed to restoring full service as soon as possible. Thank you for your continued patience and understanding..

Oct 7, 19:23:36 GMT+0
Identified - We have identified the cause of the service disruption affecting our London Data Center. Our team is actively working on implementing a resolution, and we are making every effort to restore normal operations as quickly as possible. Some broadband customers may have had their sessions interrupted. Power cycle the router to restore a session via another POP in our network. We are seeing sessions restoring. Further updates will be provided as the situation progresses. We appreciate your patience and understanding during this time..

Oct 7, 20:24:38 GMT+0
Monitoring - We are pleased to report that services in our London Data Center are in the process of being restored. Our team has successfully implemented a resolution, and we are now closely monitoring all systems to ensure stability. Some services may still experience intermittent performance as we complete the recovery process. We will continue to provide updates until full service is confirmed. Thank you for your patience and understanding throughout this process..

Oct 7, 20:53:19 GMT+0
Resolved - We are pleased to inform you that the recent issue has been resolved. the incident related to a power issue, We sincerely apologise for any inconvenience this may have caused and appreciate your patience during this time. Our team is now conducting a detailed RCA to ensure we fully understand the cause of the incident and to prevent it from happening again. Once the RCA is complete, we will provide you with a comprehensive report outlining our findings and the steps we will take to mitigate future risks. Thank you for your continued trust in us. Should you have any questions or concerns, please don’t hesitate to reach out..

Duration: 4 hours

Affected Components: Inspira PSTN Lines, Inspira Broadband, Inspira Leased Lines & EFM, Inspira IP VPN, Inspira Hosted VOIP Platform

Sep 30, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 30, 19:00:00 GMT+0
Identified - We would like to inform you of an upcoming scheduled maintenance event to install new line cards at our Telehouse West data centre. This upgrade is part of our ongoing commitment to enhancing network performance and ensuring continued reliability. While we do not anticipate any service impact, there is a small chance of fiber disturbance. Rest assured, we will take all necessary precautions to minimise any risk of disruption. The maintenance has been scheduled outside of business hours as an additional precaution. .

Sep 30, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Affected Components: Inspira ExpressTrack - Email Support Requests

Jul 30, 15:39:31 GMT+0
Resolved - A third party supplier has made us aware of a fault with our service desk system that has resulted in customers receiving 'Case Closed' email alerts for their historic cases. This does not affect existing, open cases which will continue to be processed as normal. We apologise for any inconvenience caused by these messages. Please go ahead delete any that you receive as they are not needed - all your case history is visible on ExpressTrack. .

Duration: 16 hours and 39 minutes

Affected Components: Microsoft 365

Jul 18, 23:15:00 GMT+0
Identified - User impact: Users may be unable to access various Microsoft 365 apps and services. Impacted services may include but are not limited to the following: **\- SharePoint Online** Users may be unable to access SharePoint Online sites. **\- OneDrive for Business** Users may be unable to access OneDrive for Business content. **\- Microsoft Teams** Users may be unable to leverage Microsoft Teams functions including chat, messaging, and meeting management. **\- Microsoft Intune** Users may experience failures with device check-in, syncing and device enrollment. **\- PowerBI** Users may notice that their service is in read-only mode while the impact is addressed. **\- Microsoft Fabric** Users may notice that their service is in read-only mode while the impact is addressed. **\- Microsoft Defender** Users may be intermittently unable to access the Microsoft Defender portal. Additionally, users may notice delays of up to two hours when raising new detections. - Microsoft Defender for Endpoint: Admins and users may notice API requests failing and errors when opening Alerts in the Alerts page. **\- Viva Engage** Users may be unable to access Viva Engage. **\- Microsoft 365 admin center** Admins may be intermittently unable to access the Microsoft 365 admin center and any action may be delayed if accessible. Current status: Microsoft is actively working on this fault and is observing a positive trend of service availability as their mitigation efforts progress. In parallel, they are working on a mitigation to address the suspected root cause of this event. They remain committed to treating this incident with the highest priority to ensure it resolves in a timely manner..

Jul 19, 12:01:08 GMT+0
Monitoring - The underlying cause of the issue has been fixed and several Microsoft 365 apps and services have been restored to full functionality. Residual impact is still affecting some Microsoft 365 apps and services, and Microsoft 365 engineering continues to conduct additional mitigation actions to provide relief. We're continuing to observe an increase in functionality and availability for the remaining impacted scenarios and we're monitoring this closely to ensure progress towards full recovery. Microsoft is continuing to treat this event with the highest possible priority..

Jul 19, 15:54:01 GMT+0
Resolved - **Final status: After an extended period of monitoring, in addition to internal validations and customer confirmations, we have declared the incident resolved. We understand the impact this incident has had on our users and greatly appreciate your organization's patience and feedback while we worked to resolve this high priority issue in its entirety.** **Scope of impact: This issue may have impacted any user attempting to use various Microsoft 365 apps and services.** **Start time: Thursday, July 18, 2024, at 9:56 PM UTC** **End time: Friday, July 19, 2024, at 1:55 AM UTC** **Preliminary root cause: A configuration change in a portion of our Azure backend workloads, caused interruption between storage and compute resources which resulted in connectivity failures that affected downstream Microsoft 365 services dependent on these connections.** **Next steps:** **\- We're conducting a comprehensive review of our configuration change validation procedures to identify methods of detecting similar issues before they are deployed in the future.** **A post-incident report will be available on the Service Health Dashboard within five business days.**.

Duration: 1 hour and 34 minutes

Affected Components: Inspira Shared Hosting (Windows)

May 9, 22:19:21 GMT+0
Investigating - We are currently investigating a power issue impacting some servers with services in our London data centre. Our DC engineers are investigating this issue as a high priority and will provide further updates via this status page as they become available to us. At this moment, this will be affecting editing DNS records in the My Inspira Control Panel, Windows FTP Access and Shared Microsoft SQL services..

May 9, 23:53:06 GMT+0
Resolved - This incident has been resolved..

Duration: 6 days, 6 hours and 50 minutes

Affected Components: Inspira Hosted VOIP Platform

Oct 18, 09:05:51 GMT+0
Investigating - We are investigating an issue where there is an intermittent issue affecting inbound calls from multiple networks. As soon as we know more we will update this feed..

Oct 18, 13:09:27 GMT+0
Investigating - We are continuing to address the cause of the intermittence. We are very sorry for the disruption that this will be causing to our users. It's not entirely clear why we are seeing the issues we are which is making this unexpectedly difficult issue to track. This is a very serious issue and we have full resource working to fix this as quickly as we can..

Oct 18, 15:12:49 GMT+0
Monitoring - A fix has been applied and initial testing shows the fault is resolved. We'll continue to monitor and test but you should be seeing services having returned to normal now. We are very sorry for the disruption caused by this issue..

Oct 24, 15:56:17 GMT+0
Resolved - Incident has now been resolved.

Duration: 4 hours and 30 minutes

Affected Components: Inspira ExpressTrack - Support Portal

Sep 13, 15:26:54 GMT+0
Monitoring - Our software vendor has identified the root cause of the login issues and has mitigated the problem. This is now being monitored before declaring as resolved. .

Sep 13, 18:44:28 GMT+0
Resolved - Our software vendor has advised that they are no longer seeing occurrences of the account login errors, all clients should be able to successfully login now. .

Sep 13, 14:14:00 GMT+0
Investigating - Our software supplier is investigating a global issue that is affecting the ability of some users to log in. This is affecting our support team. If your support query is urgent we'll respond to you directly from our support mailbox. Customers may also find that they are unable to login to the help centre. If this occurs, please email your query to support@itg-uk.com and we'll pick this up manually. We are expecting our software vendor to provide further updates within the next hour. Apologies for any inconvenience this may cause. .

Duration: 11 days and 23 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

Sep 5, 13:32:27 GMT+0
Resolved - As previously reported, the ultimate cause of the outage was a crash of an active switch in a virtual switch chassis at our Telehouse North PoP following the replacement of the failed standby switch. This is a procedure that we have carried out many times in the past and it has always been a hitless operation and is indeed documented as such. Following post-mortem analysis involving vendor TAC it has been concluded that the supervisor on the active switch must have entered a partially failed state when it switched over from standby to active after the switch failure the following week. Had this been visible to us in any way we would have scheduled the replacement work in an out-of-hours maintenance window. In light of this incident, we will of course plan to carry out replacements of this nature out of hours should we see any switch failures in these systems going forward. This particular switch chassis had an uptime of just over six and a half years prior to the outage last week. Despite this solid stability we are now planning to move away from these virtual switch systems as part of our planned network upgrades. This will see our network transition to a more modern and efficient spine-leaf architecture where the failure of a single device will have limited to no impact on service. These upgrades will see significant investment and will be rolled out to all PoPs within the next 1-2 years. All maintenance work at our THN PoP is now complete and its previous stability is being observed. Please accept our apologies again for the downtime witnessed..

Aug 24, 14:32:17 GMT+0
Investigating - We are investigating an issue impacting our BT Wholesale connectivity into Telehouse North. This will be impacting leased lines and may have had a temporary impact to broadband. As soon as we know more we will update this feed..

Aug 24, 14:48:38 GMT+0
Investigating - This is confirmed as impacting all carriers, not just BT Wholesale. Colt, Sky and TalkTalk are also impacted. The cause appears to be linked to our switches. NOC are investigating and we hope to have an update to share shortly. Apologies for the disruption this will cause..

Aug 24, 15:46:31 GMT+0
Identified - The cause of the issue is hardware failure. We have on-site hands moving the affected NNIs to another switch and we hope to get all circuits operational ASAP..

Aug 24, 16:08:20 GMT+0
Resolved - All affected NNI and associated circuits should now be restored. There should be no need to action any changes on-site, connections should simply restore. If you continue to see disruption please raise individual faults against the circuits in question. Apologies for the disruption caused..

Aug 30, 13:34:30 GMT+0
Monitoring - When bringing the new replacement switch into service, as a standby, the primary device went into a panic state and rebooted. The reboot took longer than it should have as it automatically upgraded at the same time. Apologies, this was unexpected..

Aug 30, 14:27:54 GMT+0
Monitoring - We are aware of continued disruption at Telehouse North affecting some leased line and broadband connections. We will abandon further works today to try and restore stability. Apologies for this continued disruption..

Aug 30, 15:41:33 GMT+0
Monitoring - Apologies for the disruption experienced this afternoon. What should have been a straight forward replacement of failed hardware has not gone to plan. A series of unexpected issues have hampered our NOC, and this has caused knock-on service affecting issues. We are now taking these findings to Cisco TAC for review before any more works take place. We expect all services to remain stable. Further updates on any planned works will be shared in due course..

Duration: 17 days and 39 minutes

Affected Components: Inspira Shared Hosting (Windows), Inspira Shared Hosting (Linux), VPS Platform, My Inspira Control Panel

Aug 11, 13:57:57 GMT+0
Investigating - We are currently investigating an issue affecting the DC5 data centre. This will impact access to our control panel as well as shared hosting and email services. Updates to follow. .

Aug 11, 14:55:25 GMT+0
Monitoring - We are starting to see the data centre again. It remains unclear from the centre what the issue is. We will provide further details once understood..

Aug 11, 19:46:20 GMT+0
Investigating - We are aware that there is a repeat issue this evening. We are liaising with the data centre. .

Aug 11, 19:55:48 GMT+0
Monitoring - Services are all back. Please consider them to be at risk whilst the data centre work on the issue in-hand. A full explanation of the issue will be provided in due course, but the focus lay on restoring stability. .

Aug 28, 14:36:38 GMT+0
Resolved - == Root Cause == On Friday 11th August at 14:40, monitoring systems detected a significant issue with traffic routing via the Data Centre's DDoS mitigation solution, triggering a Major Incident response. Core network devices in DC5 and THN2 London data centres were failing to handle traffic as expected. The service disruption was caused by a routing problem within the DC5 London Data Centre. Under normal operating conditions, traffic would have been routed via an additional resilient London Data Centre. However, a failure by a third-party supplier meant that the route to the resilient Data Centre was unavailable for the full duration of the incident. The Data Centre encountered a significant issue pertaining to the routing of traffic by the Data Centre's DDOS mitigation solution. This was a complex issue resulting in a lengthy investigation process across multiple appliances in the DC5 data centre. The Data Centre's investigations confirmed the issue was in the network layer and therefore made the necessary amendments leading to service restoration. Customers may have experienced disruptions in DNS services for domain names hosted with our network. Our DNS servers are typically hosted in separate data centres within London, each on distinct IP ranges. These servers are designed to ensure uninterrupted DNS service, but as a result of this incident spanning both centres, services were impacted. == Next Steps == The data centre has undertaken internal reviews. The root cause was analysed and their technical teams defined a detailed action plan, which includes an immediate review of appliance configuration, software upgrades, resiliency validation and process improvements. We have undertaken a strategic initiative to enhance our DNS infrastructure. Our plan includes expanding our presence into additional data centres and establishing two entirely independent network setups. These measures are intended to safeguard against any future occurrences of similar disruptions, ensuring the continued reliability of our DNS services. We apologise for the disruption and inconvenience this has caused you and appreciate your patience and understanding during this time..

Duration: 1 hour and 15 minutes

Affected Components: Microsoft 365

Mar 1, 20:35:37 GMT+0
Identified - While our root cause investigation is ongoing, we're in the process of routing EOP traffic away from what appears to be the affected infrastructure as a potential mitigation strategy. This quick update is designed to give the latest information on this issue..

Mar 1, 20:39:45 GMT+0
Monitoring - Current status: We’ve successfully routed EOP traffic away from affected portion of infrastructure. We’re monitoring our systems and reaching out to previously affected users to confirm impact has been resolved. Scope of impact: Impact is specific to users who are served through the affected infrastructure in North America, Europe, and the United Kingdom..

Mar 1, 21:29:51 GMT+0
Resolved - Final status: We’ve confirmed that rerouting EOP traffic away from the affected portion of infrastructure has successfully resolved the user impact. Scope of impact: Impact was specific to users who are served through the affected infrastructure in North America, Europe, and the United Kingdom. .

Mar 1, 20:14:59 GMT+0
Identified - More info: Users may receive an error message including: “550 5.4.1 Recipient address rejected: Access denied” when attempting to send or receive messages. Current status: We’ve identified a potential Directory Based Edge Blocking (DBEB) issue that may be contributing to impact. We’re investigating this alongside our existing diagnostic data to determine our next steps. Scope of impact: Impact is specific to users who are served through the affected infrastructure in North America, Europe, and the United Kingdom..

Duration: 3 hours and 46 minutes

Affected Components: Inspira Hosted VOIP Platform

Dec 19, 10:22:50 GMT+0
Investigating - We are aware of a potential issue affecting connectivity to our hosted voice platform. This is manifesting itself with users unable to make or receive calls as their handsets are showing as offline. This is being investigated by the carrier and development teams as a high priority. We apologise for the disruption this is causing you this morning. Please continue to keep an eye on our status page for updates. .

Dec 19, 11:14:14 GMT+0
Investigating - We are seeing devices back online and stable now. For any devices that remain offline, please reboot the device. Our team are still investigating the root cause and will provide further updates shortly. .

Dec 19, 14:08:26 GMT+0
Resolved - A small number of accounts on the Telehouse West VoIP zone suffered a knock on effect from a network outage that took place at the site on Friday evening. A failover mechanism did not correctly update the accounts to prioritise registering at the LD8 zone. We have now identified that this was due to a bug and have rolled out a fix to prevent it recurring..

Duration: 4 hours and 8 minutes

Affected Components: Inspira Leased Lines & EFM, Inspira Broadband

Dec 16, 17:37:19 GMT+0
Investigating - We unexpectedly lost around several thousand broadband sessions on two LNSs at Telehouse West due to an issue on the Telehouse West core. These sessions should all have reconnected, or be in the process of doing so, to LNSs at other PoPs within our network. Apologies for the disruption this may cause. We will share further details once understood. .

Dec 16, 17:41:12 GMT+0
Identified - We are having to complete an emergency reload of our Telehouse West core. This will impact leased line circuits connected to this POP. We would not take this decision lightly, and it has to be actioned immediately. Further updates to follow. .

Dec 16, 19:02:55 GMT+0
Investigating - One of our core devices reached a state of memory exhaustion, as a result we had no choice but to complete an emergency reload. This has now taken place, however upon return, the second switch in our chassis entered a stage of looping. We're sending engineers to Telehouse West to investigate. .

Dec 16, 19:17:20 GMT+0
Identified - We are handling a hardware failure situation. We are in the process of actively moving affected NNI across to an alternative switch. We will provide further updates as soon as we can. Circuits not affected by the hardware failure are now online and should remain stable. Apologies for the continued disruption this evening. .

Dec 16, 21:32:23 GMT+0
Identified - The majority of NNI are now restored and we can see circuits back up. There remain 2 NNI which are causing issues which we are working to address. .

Dec 16, 21:45:48 GMT+0
Resolved - All affected circuits are now up, and we expect them to remain stable. We apologise for the disruption caused this afternoon / evening. The issue was twofold; initially starting with a requirement to complete an emergency reload of the core at Telehouse West, followed by a hardware failure with one of the switches. We are working with the hardware vendor to establish the root cause of the initial disruption, and to source replacement hardware. We will put plans in place regarding scheduling these changes, as well as providing a more detailed RFO early next week. This will be made available on request to your account manager or the support team. .

Duration: 8 hours and 30 minutes

Affected Components: Inspira Hosted Exchange, Inspira Hosted Sharepoint

Mar 5, 09:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 5, 09:00:00 GMT+0
Identified - Critical datacentre maintenance will be taking place Saturday 05.03.2022 between 9am and 5.30pm. Disruption is likely to be minimal, however should you encounter any issues we advise you wait 30 minutes, and attempt again. We apologise for any inconvenience.

Mar 5, 17:30:00 GMT+0
Completed - Maintenance has completed successfully.

Affected Components: My Inspira Control Panel

Feb 11, 14:17:12 GMT+0
Resolved - Access to My Inspira is temporarily restricted whilst essential work is completed. We apologise for the disruption and hope to have normal service resumed shortly. .

Duration: 6 hours and 24 minutes

Affected Components: Microsoft 365

Feb 3, 10:35:37 GMT+0
Identified - Current status: Microsoft have identified a recent service update designed to improve user experience is causing impact. They are reverting the offending update to resolve impact. Scope of impact: Impact is specific to users who are are hosted in Europe, Middle East, and Africa. Next update by: Thursday, February 3, 2022, at 12:00 PM UTC.

Feb 3, 11:40:54 GMT+0
Identified - Current status: The revert of the update is taking longer than expected to complete. Microsoft are continuing their efforts to resolve the issue by also manually restarting the affected infrastructure to expedite the recovery. Next update by: Thursday, February 3, 2022, at 1:30 PM UTC.

Feb 3, 13:33:34 GMT+0
Monitoring - Microsoft have reverted the update and completed the manual restarts of the affected infrastructure. They are monitoring the status to ensure impact has been fully mitigated. The service health is improving across the affected infrastructure, but the recovery process has been slower than anticipated and they are taking the necessary actions to expedite this. Scope of impact: Majority of the reports have originated from customers in Europe, Middle East, and Africa. However, this could potentially also affect users across other regions. Next update by: Thursday, February 3, 2022, at 3:30 PM UTC .

Feb 3, 16:00:25 GMT+0
Monitoring - Microsoft is continuing their efforts to mitigate the issue by re-distributing user traffic across healthy infrastructure to accelerate recovery. They have also routed some traffic to additional, healthy infrastructure to help with remediation efforts. Next update by: Thursday, February 3, 2022, at 5:30 PM UTC.

Feb 3, 16:59:11 GMT+0
Resolved - Final status: Final status: Microsoft's actions to re-distribute traffic across the healthy infrastructure have completed and their telemetry systems indicate that impact has been remediated. Additionally, they have worked with some users who were previously impacted and they have confirmed that they are no longer experiencing impact. Scope of impact: The majority of the reports originated from customers in Europe, the Middle East, and Africa. However, this could potentially have also affected users across other regions. Start time: Thursday, February 3, 2022, at 8:50 AM UTC End time: Thursday, February 3, 2022, at 3:50 PM UTC Root cause: An issue within caching infrastructure resulted in impact. Next steps: - Microsoft are analyzing performance data and trends on the caching systems to help prevent this problem from happening again. This is the final update for this event..

Duration: 14 hours

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM, My Inspira Control Panel, Inspira Shared Hosting (Windows), VPS Platform, Inspira Shared Hosting (Linux)

Jul 1, 23:16:21 GMT+0
Investigating - We are aware of an issue affecting a small number of ITG services including broadband and hosting. This is currently being investigated as a high priority incident. Any further updates will appear here. We apologise for any inconvenience caused. .

Jul 2, 13:16:24 GMT+0
Resolved - This issue is now resolved. .

Jul 2, 00:51:42 GMT+0
Monitoring - A fault has been identified in an upstream carriers network and a fix deployed. Services have stabilised and we are currently monitoring to ensure full resolution. .

Affected Components: Inspira Broadband

May 19, 00:30:00 GMT+0
Identified - Maintenance is now in progress..

May 19, 00:30:00 GMT+0
Completed - Maintenance has completed successfully..

May 19, 00:30:00 GMT+0
Identified - This is to advise all NGA1 & NGA2 customers that Openreach will be upgrading its network on over a 4-day period; to commence on 18th May 2021. The upgrade will take place on a nightly basis between 01:30 and 06:00 hours and complete by 21st May 2021. The NGA services impacted will be FTTC & FTTP based circuits. Upgrading Network Elements. **Loss of Service to end users for approx 30 minutes.** Locations affected include: Worcester Park, Chislehurst, Shipley, Stockport, Banbury, Attleborough, Dunfermline, South Kensington, Newmarket, Bury St Edmunds, Leeds, Horsforth, Adel, Penistone, Filton, Kingswood, Crowthorne, Redruth, Halesowen, Solihull, Cherry Hinton, Trowbridge, Bedford, Bangor, Chippenham, Farnham, Alton, Leyland, Wigan, North Walsham, Billericay, Willaston, Hove, Lewes, Haywards Heath, Manningham, Bingley, Bridgwater, Bishops Stortford, Caernarfon, Middlesbrough, Crawley, Kidderminster, Dover, Leith, Falkirk, Falmouth, Helston, Ashbourne, Dolgellau, Ascot, Pitlochry, Holywell, Coldstream, Dereham, Exeter, Frome, Dickleburgh, Brierley Hill, Dumfries, Honiton, Snaith, Amlwch, Elland, Ipswich, Gloucester, Rugby, Ilminster, Milnsbridge, Newbury, Aberconwy, Bungay, Liskeard, Lincoln, Corby, Cannock, Stonehaven, Ludlow, Northampton, Collyhurst, Bluebell Hill, Mansfield, Newton Abbot, Newquay, Bridgend, Marlborough, Aberdare, Wigton, Todmorden, St Austell, Midhurst, Sevenoaks, Penzance, Shaftesbury, Leyburn, Plymouth, Porthmadog, Retford, Stafford, Stirling, Stratford, Avon, Morriston, Swindon, Sittingbourne, Okehampton, Bicester, West Drayton, Willenhall, Milton Keynes, Birtley, Batley, Dewsbury, Leamington Spa, Tadcaster, Wellington, Brixton, Poplar, Walworth, West Kensington, Bloomsbury, Greenwich, Ponders End, Willesden, Merton Park, Mitcham, Wimbledon, Sutton Cheam, Purley, Kidbrooke, Gosport, Earlsdon, Ballymena, Enniskillen, Londonderry, Bangor, Lisburn.

Affected Components: Inspira Broadband, Inspira Leased Lines & EFM

May 10, 23:05:00 GMT+0
Completed - Maintenance has completed successfully..

May 10, 23:05:00 GMT+0
Identified - Overview of Work This migration activity is part of the overall Access Network Transformation Project (ANT); The ANT project is necessary to deliver continuous and sustainable growth across the TTT access network and is part of the wider network brilliance programme. ANT - METRO (ALL SERVICE) MIGRATION In order to implement the new Access Network (ANT) there is a requirement to migrate all services at the METRO exchange onto the ANT Topology. We will complete this by moving the existing backhaul from the EX4200 onto the MPS directly. This forms the correct ANT Topology. If the Metro node is also a collector node then the backhaul may connect directly to an NPE instead of the EX4200; in which case we would need to move the backhaul off the NPE and onto the MPS directly. We will be moving all services; (1. PPP; 2. EAD; 3. EOFTTC 4. Multicast 5. EFM 6. Voice 7. Management) Traffic from all Legacy connections at this exchange onto the new ANT Topology. Service termination for direct Business Services will be moved from NPE/NGE to the MPS. We will also be moving Residential; Business & Reseller PPP Traffic from all MSANs/DSLAMs along with Residential and Business FTTC Traffic; at this exchange onto the new ANT Topology and onto the NGE for subscriber termination via pseudo wire headend termination. Engineering resource will be aligned to mitigate the risk of 2x Switches being worked on at the same time. Effective comms and planning will allow multiple resources to complete multiple services on the same night. **Customers should only get a combined impact of 0.5 hours during the implementation window.** This will migrate all services migrate all services at the metro exchange onto the ANT Topology. We will be moving all services; (PPP; FTTC; EFM EAD; EoFTTC; Multicast; Voice & Management) Traffic from all Legacy connections at this exchange onto the new ANT Topology. Service termination for direct Business Services will be moved from NPE/NGE to the MPS. We will also be moving Residential; Business & Reseller PPP Traffic from all MSANs/DSLAMs along with Residential and Business FTTC Traffic; at this exchange onto the new ANT Topology and onto the NGE for subscriber termination via pseudo wire headend termination. Multicast; Voice and Management Migration will also take place during the same maintenance window. Locations affected: Frome and surrounding areas.

May 10, 23:05:00 GMT+0
Identified - Maintenance is now in progress..