Major Incident Update
We are aware of an ongoing incident affecting a number of services. Our Engineers are conducting preliminary investigations to determine the comprehensive Service Impact Analysis.
We apologise for the inconvenience caused. Our main priority is to deliver the levels of service that our customers deserve and as such we have invoked our Major Incident Process. CityFibre are working to affect a full restoration as soon as possible.
Inverness, Aberdeen, Glasgow, Renfrewshire, Stirling
13th May 2025 11:22
INC0274244
Major Incident Under Investigation
Description:
Major Incident - INC0274244 - Significant Impact to National services in Glasgow, Inverness and Aberdeen
Update:
We are aware of an ongoing incident affecting a number of services. Our Engineers are conducting preliminary investigations to determine the comprehensive Service Impact Analysis. We apologise for the inconvenience caused. Our main priority is to deliver the levels of service that our customers deserve and as such we have invoked our Major Incident Process. CityFibre are working to affect a full restoration as soon as possible. We will continue to issue regular updates until all services have been restored. Further details will be issued within 15 minutes.
Affected Products:
Business FTTP
FTTH
Update:
CityFibre has identified the cause of the incident as damage to the fibre, resulting from ongoing civil works in the area. Our team is working diligently to restore the service as quickly as possible. We apologise for any inconvenience caused and are closely monitoring the situation to ensure a full resolution. Next update at: 14:00 13/05/2025
Latest Update:
(13/05/2025 13:49) Update No: 3
Incident Start Time: 10:41 13/05/2025
Major Incident Manager: Hannah Tadros
Summary Update: The Major Incident Team have identified the cause of the incident as as damage to the fibre, resulting from ongoing civil works in the area and are currently working to restore the services. ERS are currently on-site preparing to replace the damaged cable. Cabling and splicing teams are due on-site at 14:00. The Major Incident Team are closely monitoring the situation to ensure the issue is fully resolved.
Business Impact: Significant service degradation to 21,000 services across the west and north of Scotland.
Completed Actions: • ERS preparing to replace damaged fibre • Cabling and Splicing Teams ETA 14:00
Next update at: 17:00 13/05/2025
Major Incident - INC0274244 - Significant Impact to National services in Glasgow, Inverness and Aberdeen
Update:
CityFibre has identified the cause of the incident as damage to the fibre, resulting from ongoing civil works in the area. ERS are currently on-site installing a temporary joint. The damaged cable will then be cut and spliced into the new joint. We estimate the cable will be cut approximately 17:30. We apologise for any inconvenience caused and are closely monitoring the situation to ensure a full resolution. Next update at: 18:30 13/05/2025
Inverness, Aberdeen, Glasgow, Renfrewshire, Stirling
13th May 2025 19:49
INC0274244
Major Incident
Under Investigation
Description:
Major Incident - INC0274244 - Significant Impact to National services in Glasgow, Inverness and Aberdeen
Update:
Update No: 6 Incident Start Time: 10:41 13/05/2025 Major Incident Manager: Summary Update: Following the successful transition of one of the three core fibre links into the newly installed joint, we can confirm that all services associated with this link have now been fully restored. Our on-site teams are now progressing with the restoration of the remaining two core links to bring all other affected services back online. Further updates will be provided as work continues.
Inverness, Aberdeen, Glasgow, Renfrewshire, Stirling
13th May 2025 21:58
INC0274244
Major Incident
Under Investigation
Description:
Major Incident - INC0274244 - Significant Impact to National services in Glasgow, Inverness and Aberdeen
Update:
CityFibre is pleased to confirm that the issue was resolved at 21:46 on 13/05/2025. Multiple core links were affected across Glasgow, Inverness, and Aberdeen, resulting in disruption to a number of our services. We appreciate your patience during this time. A full Major Incident Report will be made available within 10 working days of the incident resolution.