We are currently unaware of any service impacting issues. If you are experiencing a problem, please Raise a Support Ticket.

Horizon Evolve Platform

09:16 – In relation to some portal performance issues that customers advised us of yesterday, the engineers have worked closely with our supplier and we have changed a parameter setting within the configuration. This was completed between 10PM and 11PM last night. We are continuing to monitor throughout the day and are fully engaged with our supplier.

17:03 – We can confirm that we have had no further issues since 12.10 and we are continuing to monitor performance. Our engineering teams are continually engaged with our supplier to understand the root cause of the issue and we will provide an update by 10am on Thursday 26th March or sooner should more information become available.

14:00 – Further to the last update performance has now returned to normal as of 12.10. We are working closely with our supplier to identify the root cause. A further update will be provided by 17.30 or sooner should information become available. We apologise for any inconvenience caused.

12:43 – We are continuing to investigate performance issues with the Horizon GUI. The symptoms continue to be with slow loading and pages timing out, the voice services remain stable and unaffected. Thank you for your continued patience. We will provide a further update by 14.30 or sooner should information become available.

SIP Trunking

No reported issues.

 

Inbound

.No reported issues.

Ethernet

10:17 – Broadband and WLR Provide New Installs and Inflight Orders Gamma will continue to accept and deliver WLR and Broadband services where no internal access to the premise is needed. Where Openreach require an onsite visit and the customer is not deemed at risk or part of Critical National Infrastructure (CNI) then Openreach will reappoint for after 1st June. Please note the definition of CNI is: NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses as defined by YouGov. Please note the definition of at risk is in line with PHEs (Public Health Englands) Covid-19 at risk criteria (i.e. pregnant/over 70/under 70 with an underlying medical condition). Ethernet Provide – New Installs and Inflight Orders Openreach and Virgin are both accepting new Ethernet deliveries and will continue with all works outside of the customer premise to curtilage. Both network providers will not proceed to onsite install for any non CNI customers for new orders and in-flight deliveries. Openreach and Virgin will not reappoint cancelled appointments in the first instance. Virgin have confirmed inflight deliveries will enter an indefinite hold status where they cannot enter site, Openreach have not yet confirmed the delay mechanism – which is part of a series of open questions Gamma and the industry have put to Openreach. Gamma are taking action to review all inflight deliveries and highlight services that fall under the CNI (Critical National Infrastructure) umbrella to our suppliers and yourselves. Please work with us during this process and communicate critical services to our ordering teams. Repair (WLR, Broadband and Ethernet) – External Work Openreach and Virgin have confirmed that repair work will continue as normal where faults can be resolved remotely or the fault lies outside of the customer premise. Repair (WLR, Broadband and Ethernet) – Customer Access Required (will impact other suppliers) Openreach engineers will no longer be able to enter customer premises, unless the customer meets the “at risk” or CNI criteria. Where services are interrupted please work with Gamma and your customers to provide alternative solutions. We appreciate these are challenging and unprecedented times for us all as businesses and individuals. At this juncture we need to work effectively together to provide key infrastructure to critical services and ensure we maintain social distancing where possible for the safety of each other and the protection of our NHS. If you have any questions or concerns, then please do not hesitate to contact your Sales or Operations teams

Broadband

10:17 – Broadband and WLR Provide New Installs and Inflight Orders Gamma will continue to accept and deliver WLR and Broadband services where no internal access to the premise is needed. Where Openreach require an onsite visit and the customer is not deemed at risk or part of Critical National Infrastructure (CNI) then Openreach will reappoint for after 1st June. Please note the definition of CNI is: NHS, pharmacies, utilities, emergency services, retail and wholesale food distribution outlets, financial services businesses as defined by YouGov. Please note the definition of at risk is in line with PHEs (Public Health Englands) Covid-19 at risk criteria (i.e. pregnant/over 70/under 70 with an underlying medical condition). Ethernet Provide – New Installs and Inflight Orders Openreach and Virgin are both accepting new Ethernet deliveries and will continue with all works outside of the customer premise to curtilage. Both network providers will not proceed to onsite install for any non CNI customers for new orders and in-flight deliveries. Openreach and Virgin will not reappoint cancelled appointments in the first instance. Virgin have confirmed inflight deliveries will enter an indefinite hold status where they cannot enter site, Openreach have not yet confirmed the delay mechanism – which is part of a series of open questions Gamma and the industry have put to Openreach. Gamma are taking action to review all inflight deliveries and highlight services that fall under the CNI (Critical National Infrastructure) umbrella to our suppliers and yourselves. Please work with us during this process and communicate critical services to our ordering teams. Repair (WLR, Broadband and Ethernet) – External Work Openreach and Virgin have confirmed that repair work will continue as normal where faults can be resolved remotely or the fault lies outside of the customer premise. Repair (WLR, Broadband and Ethernet) – Customer Access Required (will impact other suppliers) Openreach engineers will no longer be able to enter customer premises, unless the customer meets the “at risk” or CNI criteria. Where services are interrupted please work with Gamma and your customers to provide alternative solutions. We appreciate these are challenging and unprecedented times for us all as businesses and individuals. At this juncture we need to work effectively together to provide key infrastructure to critical services and ensure we maintain social distancing where possible for the safety of each other and the protection of our NHS. If you have any questions or concerns, then please do not hesitate to contact your Sales or Operations teams

Other

15:32 – We have also been informed that Openreach are standing up additional agent resource with the aim to return to as near a business as usual service as possible on all fallouts, manual tasks and any cases raised via escalation routes by early next week. Openreach will address existing backlogs and focus on activation delays with potential loss of service as a priority. During this time their escalation channels will only be used for welfare cases or potential loss of service. All new port requests awaiting validation will likely be delayed until Openreach start to return to business as usual. We are continuing to monitor this situation closely and will be in contact with our Partners should we start to see an impact on any in-flight scheduled ports. We are also working with the OTA, Openreach and the rest of the industry to ensure we can provide the channel with a clear and detailed impact of the issues being experienced with Number Porting. As soon as we have more clarification and further information, we will continue to update you.

15:30 – We have been receiving a lot of calls about the current situation with Number Porting and how Openreachs operation has been impacted by the restrictions placed on the Indian population by its government. We would like to provide you with an update on what we currently know.

As it stands today, Gamma and the rest of the industry have not been given a full and detailed statement from Openreach. However, we have been informed in that their current Number Porting service is significantly impacted and we should expect delays with number porting activities. It wasnt specified, but we believe this to be across both Geographic and Non-Geographic Porting. Mobile Porting is unaffected.