Duration: 7 hours and 18 minutes

Affected Components: Wavelength Services, Colocation Services

May 25, 00:46:00 GMT+0
Investigating - We are investigating a loss of resilience affecting our IXN POP. At 01:46 BST, one side of the IXN DWDM connectivity path reported both associated interfaces down. Services remain operational at this stage, but the site is operating with reduced resilience. Further updates will be provided as the investigation progresses..

May 25, 01:39:00 GMT+0
Identified - The issue has been identified as a loss of both DWDM connectivity paths into the IXN POP. At 02:39 BST, the remaining DWDM path also went down, causing a loss of connectivity to the IXN POP. Initial optical diagnostics indicate receive signal loss on the affected DWDM interfaces. We are aware of unauthorised activity by a data centre engineer in our rack involving cable movement, which is considered the most likely cause. A case has been raised with DC Techs to investigate and restore the affected connectivity and outstanding resilience as soon as possible..

May 25, 01:51:00 GMT+0
Monitoring - Connectivity to the IXN POP was restored at 02:51 BST. The confirmed full outage window was from 02:39:35 BST to 02:51:02 BST, with a total impact duration of 11 minutes and 27 seconds. Services are operational again; however, the POP remains in a reduced-resilience state while DC Techs continue work to restore the outstanding DWDM path. We are continuing to monitor the site until full resilience is restored..

May 25, 04:51:00 GMT+0
Monitoring - We are continuing to monitor the IXN POP following the earlier restoration of connectivity. Services remain operational; however, the POP is still operating in a reduced-resilience state while we await DC Techs restoring the outstanding affected DWDM path. This has been chased with DC Techs on multiple occasions. We will also be raising this incident, along with previous issues observed at this POP, with the account manager for further review and escalation..

May 25, 07:04:00 GMT+0
Monitoring - The outstanding IXN DWDM resilience issue appears to have been restored. At 08:04 BST, the previously affected DWDM interfaces returned to an UP state following work by data centre technicians. This indicates the downed DWDM link has been repatched/restored. IXN POP connectivity and path resilience are currently operational again. We are continuing to monitor for stability before marking this incident as resolved..

May 25, 08:04:00 GMT+0
Resolved - IXN POP connectivity and DWDM path resilience have remained stable following restoration of the affected DWDM link at 08:04 BST. This incident is now resolved. The confirmed full service outage lasted from 02:39:35 BST to 02:51:02 BST, with a customer-impacting duration of 11 minutes and 27 seconds. The reduced-resilience period lasted from 01:46:44 BST to 08:04:51 BST, with a total duration of 6 hours, 18 minutes and 7 seconds. We will be escalating this incident with the POP account manager and requesting a full Reason for Outage report from the data centre regarding the unauthorised rack access and disconnection/disturbance of patch leads within our rack..

Duration: 1 hour and 26 minutes

Affected Components: Colocation Services, Carrier Interconnects, Shared Web Hosting Services, Backup Services, Email Services, Monitoring Portals, ns1.elite.uk, Carrier Interconnects, resolver100.elite.net.uk, Ethernet Switching

May 22, 23:00:00 GMT+0
Identified - We will be carrying out emergency maintenance to apply updates to our switching infrastructure. **Maintenance Window** 00:00 BST – 02:00 BST **Services Affected** * IP Transit Services * Layer 2 Services * Ethernet Services * Hosting Services * Broadband Interconnects * Ethernet Interconnects During the maintenance window, two devices will be upgraded. Each device is expected to cause approximately **10 minutes of service interruption** while it is upgraded. Customers with **redundant services** should only experience impact to **one service at a time**. Although the maintenance window is scheduled for two hours, the **expected outage per device is approximately 10 minutes**, and services will be restored as quickly as possible once upgrades are completed..

May 22, 23:00:01 GMT+0
Identified - Maintenance is now in progress.

May 23, 00:26:13 GMT+0
Completed - Maintenance has been completed successfully. We apologise for any outages that you may have experienced..

Duration: 5 hours and 30 minutes

Affected Components: Wavelength Services, Carrier Interconnects

May 22, 18:00:00 GMT+0
Identified - A planned maintenance will take place from **19:00 to 21:00** for DWDM wavelength services and associated hardware upgrades. During this window: * Some wavelength services will be **fully unavailable** for periods within the duration of the maintenance. * Some NNI services will be **fully unavailable** for periods within the maintenance window. * **Dual-homed services** will operate with **reduced resiliency** and may experience **minor service disruption**. We will work to minimise impact and restore full service promptly following completion..

May 22, 18:00:01 GMT+0
Identified - Maintenance is now in progress.

May 22, 19:47:21 GMT+0
Identified - Unfortunately, we have had to extend the maintenance window by an additional 2 hours due to an issue currently affecting the DCI services. At present, only a single wavelength service is impacted. Our on-site engineers are currently working with the data centre technicians to investigate and resolve issues relating to the pre-cabling within the facility..

May 22, 21:43:34 GMT+0
Identified - We have now confirmed with the data centre technicians that the issue relates to an incorrect patching matrix within the data centre pre-cabling, and is not caused by Elite equipment or services. The data centre team is currently correcting the patching, and we are awaiting confirmation before proceeding further with the planned maintenance activities..

May 22, 22:06:43 GMT+0
Identified - Please disregard any previous completion notice; this maintenance is still open and has been extended further. At present, only a single-wavelength service is still impacted. We are still awaiting confirmation from the data centre before proceeding further with the planned maintenance activities..

May 22, 22:24:12 GMT+0
Identified - The data centre technicians have now correctly patched the affected wavelength service and successfully restored service. They are currently verifying the remaining patching before we proceed with the next stage of the planned migrations..

May 22, 23:30:00 GMT+0
Completed - Maintenance has completed successfully..

Duration: 4 hours

Affected Components: Carrier Interconnects

Apr 29, 19:00:00 GMT+0
Identified - We will be carrying out emergency maintenance to apply critical updates to our switching infrastructure. **Maintenance Window** 20:00 BST – 00:00 BST **Services Affected** * Ethernet Services During the maintenance window, two devices will be upgraded. Each device is expected to cause approximately **10 minutes of service interruption** during its upgrade. Customers with **redundant services** should only experience impact to **one service at a time**. Although the maintenance window is scheduled for two hours, the **expected outage per device is approximately 10 minutes**, and services will be restored as quickly as possible once upgrades are completed..

Apr 29, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 29, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: Core Routing

Apr 29, 19:00:00 GMT+0
Identified - **Description:** Elite will be performing planned maintenance that will affect peering sessions at LINX LON1 and LON2. During this window, peering sessions will be temporarily shut down, and traffic may reroute via alternative paths where available. **Impact:** * Temporary loss of peering at LINX LON1 and LON2 **Additional Information:** If sessions do not automatically re-establish after the maintenance window, peers should verify that prefix limits align with our PeeringDB entry: <https://www.peeringdb.com/net/1759> * IPv4: 150 prefixes * IPv6: 30 prefixes.

Apr 29, 19:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 29, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: Carrier Interconnects, LNS/Radius Services, Ethernet Switching, Wavelength Services, Colocation Services, Carrier Interconnects

Mar 10, 01:00:00 GMT+0
Identified - We will be carrying out emergency maintenance to apply critical updates to our switching infrastructure. **Maintenance Window** 01:00 GMT – 03:00 GMT **Services Affected** * Ethernet Services * Broadband Services * LNS / RADIUS Services * Ethernet Interconnects * Broadband Interconnects During the maintenance window, two devices will be upgraded. Each device is expected to cause approximately **10 minutes of service interruption** while it is upgraded. Customers with **redundant services** should only experience impact to **one service at a time**. Although the maintenance window is scheduled for two hours, the **expected outage per device is approximately 10 minutes**, and services will be restored as quickly as possible once upgrades are completed..

Mar 10, 01:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 10, 03:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 17 hours and 53 minutes

Affected Components: , Wavelength Services, Datacenter Services →

Mar 5, 04:38:25 GMT+0
Resolved - The issue affecting the metro fibre link between our datacentres has now been resolved, and optical levels have returned to normal operating ranges. Services across the link remain fully operational, and no further issues are currently being observed. We are currently awaiting **RFOs** from the relevant fibre providers to confirm the underlying cause of the degradation. Further information will be shared if additional details become available..

Mar 4, 10:45:00 GMT+0
Investigating - We are currently investigating degraded optical receive levels in one direction of a metro fibre link between two of our datacentres. At this time, **no service outage or traffic impact** has been observed, and network services across the link remain operational. Monitoring has identified that the received light level in one direction is **significantly lower than the corresponding transmit level in the opposite direction**. Our network engineering team is reviewing the circuit and monitoring the link closely. Further updates will be provided as the investigation progresses..

Mar 4, 11:00:00 GMT+0
Identified - The issue has been identified as degraded optical receive levels in one direction of the metro fibre link between our datacentres. While services remain operational with **no current outage**, the fibre provider has been engaged to investigate the underlying infrastructure and determine the cause of the degraded light levels. During this investigation, there **may be brief periods of disruption** while testing or maintenance activities are carried out on the circuit. Further updates will be provided as more information becomes available..

Mar 4, 13:36:31 GMT+0
Identified - The fibre provider is actively investigating the degraded optical levels on the metro fibre link between our datacentres. Services across the link remain operational with **no current outage observed**. Our network engineering team continues to monitor the circuit closely while the provider conducts its investigation. Further updates will be provided as soon as additional information becomes available..

Mar 4, 15:06:55 GMT+0
Identified - The fibre provider is actively investigating the degraded optical levels on the metro fibre link between our datacentres. Services across the link remain operational with **no current outage observed**. Our network engineering team continues to monitor the circuit closely while the provider conducts its investigation. We are currently working with the fibre provider to organise a suitable maintenance window so that a **full outage of the fibre path can be taken with the least possible impact**, allowing further testing and investigation to take place. Further updates will be provided as soon as additional information becomes available..

Duration: 4 hours and 30 minutes

Affected Components: Wavelength Services, Colocation Services, Carrier Interconnects

Feb 9, 18:00:00 GMT+0
Identified - A planned maintenance will take place from **18:00 to 04:00** for DWDM wavelength services and associated hardware upgrades. During this window: * Some wavelength services will be **fully unavailable** for periods within the duration of the maintenance. * **Dual-homed services** will operate with **reduced resiliency** and may experience **minor service disruption**. We will work to minimise impact and restore full service promptly following completion..

Feb 9, 18:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 9, 20:00:00 GMT+0
Identified - All services have been migrated and upgraded successfully. We will verify all services have resumed and continue to monitor for the next hour..

Feb 9, 21:30:00 GMT+0
Identified - We have been monitoring the services and are happy that all services are operating as expected. If you are experiencing any issues, please do not hesitate to contact us via Phone on 0330 122 0300 or by raising a ticket by emailing noc@elite.uk..

Feb 9, 22:30:00 GMT+0
Completed - Maintenance has been completed successfully. If you are experiencing any issues, please do not hesitate to contact us via Phone on 0330 122 0300 or by raising a ticket by emailing noc@elite.uk..

Duration: 10 hours and 34 minutes

Affected Components: Core Routing

Jun 20, 12:40:00 GMT+0
Identified - We (along with many other service providers) seem to have been affected by an issue on Cogent's network. Cogent supply Elite with one of its transit feeds. Routes traversing Cogent in its path are experiencing issues. We have lowered our transit feed to Cogent whilst they get to the bottom of the issue. At this stage information is limited but we will update this incident accordingly. Our peering on all the major peering exchanges and our other diverse Transit feeds appear at this stage unaffected. However if a path somewhere along the line traverses any Cogent network there could be some disruption there. This unfortunately is out of our control but we are monitoring closely..

Jun 20, 13:26:00 GMT+0
Monitoring - We implemented a fix by expunging our transit feed to Cogent whilst they get to the bottom of the issue. We are currently monitoring the result; however, routing performance is degraded during this time until we are happy that Cogent have implemented a fix..

Jun 20, 14:31:00 GMT+0
Monitoring - Cogent have confirmed the issue is resolved. Elite will keep the peer down until low traffic hours to minimise any potential disruption during route convergence..

Jun 20, 23:13:57 GMT+0
Resolved - Elite have re-established the peer facing Cogent, and we are now receiving full routing from the peer. Traffic levels have normalised, and routing resiliency has been fully restored. We will continue to monitor for stability, but no further disruption is expected. This incident is now resolved. We will update this incident with the RFO from the transit provider once it has been received..

Jun 24, 09:20:11 GMT+0
Postmortem - The issue affecting connectivity via Cogent on June 20th has been fully resolved. We have received the following RFO (Reason for Outage) from Cogent: > _“Customers in or transiting Slough may have experienced severe service degradation on June 20th between 12:18 and 13:32 GMT._ > > _During a routine configuration change on one of our core routers in Slough, unexpected behavior occurred resulting in entirely unexpected side effects._ > > _As soon as the issue was noticed, our IP Engineering department was involved to urgently resolve the issue._ > > _Please note that as a result of this issue, internal processes are being carefully reviewed to identify areas for improvement and help prevent similar occurrences in the future._ > > _We sincerely apologize for the inconvenience and appreciate your patience and understanding during this time.”_ ### Actions Taken by Elite * The affected peer was taken down promptly to prevent routing instability and protect service performance. * Traffic was rerouted to ensure continuity for customers during the outage. * Once Cogent confirmed the issue was resolved, Elite delayed re-enabling the peer until off-peak hours to avoid route convergence disruption. * The peer was re-established during low traffic hours, with routing verified as stable. We appreciate your understanding and patience while we worked to mitigate the impact of this incident. Kind Regards Elite NOC.

Duration: 1 hour and 57 minutes

Affected Components: Core Routing, Ethernet Switching, Wavelength Services

May 29, 09:51:32 GMT+0
Identified - We have identified a fibre outage on one of our paths from Telehouse North to Interxion. We are raising the issue with our fibre provider. All traffic is flowing on our other diverse fibre runs and is unaffected. However services traversing Interxion are currently deemed 'at risk'..

May 29, 11:01:50 GMT+0
Identified - The fibre provider has identified the fault and are working on a resolution. We will update in due course once resolved..

May 29, 11:49:00 GMT+0
Resolved - The fibre provider has resolved the issue and we have seen services return. We will close off this issue. Services are no longer at risk..

Duration: 2 days, 6 hours and 24 minutes

Affected Components: Colocation Services

May 8, 14:11:59 GMT+0
Identified - We are aware of an ongoing issue that has caused loss of power to a single power feed in one of our co-locations. We’re waiting further updates regarding this. .

May 8, 14:40:23 GMT+0
Identified - We have had the following from the Datacentre operator: \-- The manufacturer is aware of the fault and they will send an engineer to the site. Identified UPS C2 fuse issue triggered the evacuation system; engineers investigated immediately and found no signs of fire. The faulty UPS was isolated, and the load was transferred to the remaining UPS. The site remained stable and is operating on N+1 in UPS C. The Manufacturer was notified and en route to the site. \-- We will update in due course..

May 8, 17:33:36 GMT+0
Monitoring - Although we saw power return at circa 4pm to the affected feed, we are keeping this incident open, as the datacentre still has engineers on site. We will close this once they confirm to us the all clear..

May 8, 15:14:37 GMT+0
Monitoring - We are starting to see power return to the affected feed. We are monitoring this and liaising with the datacentre. We will update asap..

May 9, 09:59:27 GMT+0
Monitoring - We have received the following update from the Datacenter: "Replacement part required for UPS C, module 2\. ETA to be confirmed. Load is currently supported across modules C1 and C3 at N+1 redundancy. Update will be sent out as soon as the part is replaced and the module is back online." As full functionality has not been restored, we will continue to hold this incident open and post status updates here..

May 10, 20:36:00 GMT+0
Resolved - We have received the following from the datacenter and are happy that all services have resumed to full capacity. Therefore, we will be closing this incident. "UPS C2 module 2 has now been replaced and tested by Vertiv. UPS system C2 is now back on load with no issues and all alarms cleared. Monitoring of the system will continue to take place by on-site engineers over the rest of the weekend.".

Duration: 4 hours and 18 minutes

Affected Components: Telephone Switchboard

Mar 11, 08:05:00 GMT+0
Identified - We have been informed by our upstream voice provider that they are suffering an issue and our main lines are currently experiencing an issue. We will update in due course. In the meantime our normal ticket and live chat channels remain unaffected..

Mar 11, 12:23:28 GMT+0
Resolved - We are marking this as resolved now as we have had communication from our upstream that they have now brought back online our services..