Exa Networks Status - Incident history

Exa Networks General Weekly Maintenance

2026-10-01T16:00:00.000+00:00

Type: Maintenance

Affected Components: Core Network, VoIP, Mail, Web Hosting, Other, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, SurfProtect Quantum / Quantum + Filtering, ExaCube Hardware, Surfprotect Analytics, Surfprotect Panel, Real Time Alerts, Customer Service Panels, Physical FortiGate Firewalls, Evolution / Evolution + Filtering, Leased Line

Oct 1, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Exa Networks General Weekly Maintenance

2026-09-29T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 29, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 29, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 29, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-09-24T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Core Network, Evolution / Evolution + Filtering, VoIP, Mail, Web Hosting, Other, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, SurfProtect Quantum / Quantum + Filtering, ExaCube Hardware, Surfprotect Analytics, Surfprotect Panel, Real Time Alerts, Customer Service Panels, Physical FortiGate Firewalls, Leased Line

Sep 24, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 24, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 24, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-09-22T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 22, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 22, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 22, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-09-17T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 17, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 17, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 17, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Intermittent Third Party CRM Outages

2026-09-16T08:38:09.910+00:00

Type: Incident

Duration: 3 hours and 22 minutes

Affected Components: Other

Sep 16, 08:38:09 GMT+0
Identified - Our CRM provider is currently experiencing intermittent issues, causing sporadic downtime on our ticketing system. Tickets are still being logged and will be processed between periods of downtime. If anything needs urgent attention, please call us on **0345 145 1234**.

Sep 16, 12:00:00 GMT+0
Resolved - We have received confirmation that these issues have now been resolved..

Exa Networks General Weekly Maintenance

2026-09-15T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 15, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 15, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 15, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-09-10T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 10, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 10, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 10, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-09-08T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 8, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 8, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 8, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

MikroTik - Emergency Firmware Upgrade

2026-09-04T17:00:00.000+00:00

Type: Maintenance

Duration: 2 hours and 20 minutes

Affected Components: SoTAP/SoGEA/FTTP, Darklight, Leased Line

Sep 4, 19:19:38 GMT+0
Completed - All firmware upgrades have now completed and devices have come back online following the upgrades, If you are still seeing issues please contact our Support team on 0345 145 1234 or helpdesk@exa.net.uk..

Sep 4, 13:02:59 GMT+0
Identified - Our engineering team has been made aware of a urgent security update for MikroTik devices. Due to the potential risk, we will be rolling out an emergency security patch to ensure customers are not exposed to any potential security threats, This will include devices hosted in our infrastructure used for terminating customer connectivity as well as on-site customer premise routers. The firmware upgrades will take place between 6:00 PM and 12:00 AM. Affected customers will experience a short period of downtime during this window while devices reboot onto the new firmware image. We apologise for the short notice and any inconvenience caused, and thank you for your understanding as we work to ensure we provide the reliable and secure service you expect..

Sep 4, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

Exa Networks General Weekly Maintenance

2026-09-03T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 3, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 3, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 3, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-09-01T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Sep 1, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Sep 1, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 1, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Cube Emergency Maintenance

2026-09-01T11:50:00.000+00:00

Type: Maintenance

Duration: 5 minutes

Affected Components: Evolution / Evolution + Filtering, ExaCube Hardware

Sep 1, 11:49:28 GMT+0
Identified - Our services team are performing emergency maintenance on the SurfProtect Evolution and Evolution+ services. Customers will see downtime of 30 seconds to 5 minutes. If your connection is still affected after 5 minutes, please contact our Support Team. .

Sep 1, 11:50:01 GMT+0
Identified - Maintenance is now in progress.

Sep 1, 11:55:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-08-27T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Core Network, Evolution / Evolution + Filtering, VoIP, Mail, Web Hosting, Other, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, SurfProtect Quantum / Quantum + Filtering, ExaCube Hardware, Surfprotect Analytics, Real Time Alerts, Surfprotect Panel, Customer Service Panels, Physical FortiGate Firewalls, Leased Line

Aug 27, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Aug 27, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 27, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

SurfProtect Real Time Alerts Maintenance

2026-08-27T13:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Real Time Alerts

Aug 27, 15:00:00 GMT+0
Completed - Maintenance has completed successfully.

Aug 27, 12:07:18 GMT+0
Identified - We will be carrying out some essential maintenance to our SurfProtect Real Time Alerts service this afternoon from 2 PM. The work is being done to ensure we keep the service robust and continue to deliver alerts as they happen. Whilst the work is being done at short notice, we want to ensure the updates are carried out before the new school year starts next week. During the maintenance, there will be a delay in any Real Time Alert emails and the Real Time Alert section of the SurfProtect panel will be inaccessible for periods. If you experience any issues with the service following the maintenance window, please contact our Helpdesk on 0345 145 1234, and the team will be more than happy to help..

Aug 27, 13:00:01 GMT+0
Identified - Maintenance is now in progress.

Physical FortiGate OS Updates

2026-08-25T17:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Physical FortiGate Firewalls

Aug 25, 16:38:16 GMT+0
Identified - We will be updating the estate of FortiGates this evening between 6 pm and 8 pm. This will only affect customers who have a physical on-site firewall; no VM FortiGates will be affected. The work is being carried out to update them to a later OS release. Customers will experience a small downtime of around 5 minutes while the update is applied and the appliance is rebooted. If you encounter any issues following this work, please call the Helpdesk on 0345 145 1234, and the team will deal with them as a priority..

Aug 25, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 25, 19:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-08-25T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Core Network, Evolution / Evolution + Filtering, VoIP, Mail, Web Hosting, Other, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, SurfProtect Quantum / Quantum + Filtering, ExaCube Hardware, Surfprotect Analytics, Real Time Alerts, Surfprotect Panel, Customer Service Panels, Physical FortiGate Firewalls, Leased Line

Aug 25, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Aug 25, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 25, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-08-20T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Core Network, Evolution / Evolution + Filtering, VoIP, Mail, Web Hosting, Other, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, SurfProtect Quantum / Quantum + Filtering, ExaCube Hardware, Surfprotect Analytics, Real Time Alerts, Surfprotect Panel, Customer Service Panels, Physical FortiGate Firewalls, Leased Line

Aug 20, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Aug 20, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 20, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

ExaCube Outage

2026-08-19T08:31:00.208+00:00

Type: Incident

Duration: 4 hours and 43 minutes

Affected Components: ExaCube Hardware

Aug 19, 10:39:53 GMT+0
Monitoring - This issue is now resolved and we are monitoring the service, please get in touch with our support team via 0345 145 1234 if you are still experiencing any problems..

Aug 19, 13:14:09 GMT+0
Resolved - After monitoring we're happy to resolve this incident. If you are still experiencing any issue please get in touch with our support team 0345 145 1234..

Aug 19, 10:26:23 GMT+0
Identified - We've identified that the issue was caused by a back end service, we are in the process of implementing repairs to restore connectivity. Apologies for any inconvenience caused..

Aug 19, 08:31:00 GMT+0
Investigating - We've identified an issue affecting customers using ExaCube. Our engineering team are actively investigating. We will provide more information as soon as we have it. We apologise for any inconvenience caused..

Exa Networks General Weekly Maintenance

2026-08-18T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Evolution / Evolution + Filtering, Core Network, VoIP, Mail, Web Hosting, Other, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, SurfProtect Quantum / Quantum + Filtering, ExaCube Hardware, Surfprotect Analytics, Real Time Alerts, Surfprotect Panel, Customer Service Panels, Physical FortiGate Firewalls, Leased Line

Aug 18, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 18, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Aug 18, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

ExaCube Outage

2026-08-17T09:00:00.000+00:00

Type: Incident

Duration: 3 hours and 58 minutes

Affected Components: ExaCube Hardware

Aug 17, 09:00:00 GMT+0
Investigating - We've identified an issue affecting customers using ExaCube. Our engineering team are actively investigating. We will provide more information as soon as we have it. We apologise for any inconvenience caused..

Aug 17, 10:05:59 GMT+0
Monitoring - This issue is now resolved, please get in touch with our support team via 0345 145 1234 if you are still experiencing any problems. .

Aug 17, 12:58:14 GMT+0
Resolved - After monitoring we're happy to resolve this incident. If you are still experiencing any issue please get in touch with our support team 0345 145 1234..

Exa Networks General Weekly Maintenance

2026-08-13T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Aug 13, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Aug 13, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 13, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-08-11T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Aug 11, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Aug 11, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 11, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

SurfProtect Maintenance - Hardware Replacement

2026-08-11T10:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Evolution / Evolution + Filtering, SurfProtect Quantum / Quantum + Filtering, Surfprotect Analytics, Real Time Alerts, Surfprotect Panel

Aug 11, 10:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 11, 12:00:00 GMT+0
Completed - Maintenance has completed successfully.

Aug 6, 13:57:25 GMT+0
Identified - Our Services team will be carrying out maintenance on one of our SurfProtect servers on Tuesday, 11th August, between 11 am and 1 pm. The work is being carried out to replace the server fans. Whilst the maintenance window will last for 2 hours, we anticipate that customers using the affected server will experience downtime of no more than 15 minutes during the maintenance window. If you experience any issues following this maintenance, please contact our Helpdesk on 0345 145 1234, and the team will be happy to assist..

Exa Networks General Weekly Maintenance

2026-08-06T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Evolution / Evolution + Filtering, Core Network, VoIP, Mail, Web Hosting, Other, SurfProtect Quantum / Quantum + Filtering, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, ExaCube Hardware, Surfprotect Analytics, Real Time Alerts, Surfprotect Panel, Customer Service Panels, Physical FortiGate Firewalls, Leased Line

Aug 6, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Aug 6, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 6, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-08-04T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Aug 4, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Aug 4, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Aug 4, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-07-30T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Evolution / Evolution + Filtering, Core Network, VoIP, Mail, Web Hosting, Other, SurfProtect Quantum / Quantum + Filtering, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, ExaCube Hardware, Real Time Alerts, Surfprotect Panel, Customer Service Panels, Physical FortiGate Firewalls, Surfprotect Analytics, Leased Line

Jul 30, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Jul 30, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 30, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

Exa Networks General Weekly Maintenance

2026-07-28T16:00:00.000+00:00

Type: Maintenance

Duration: 2 hours

Affected Components: Evolution / Evolution + Filtering, Core Network, VoIP, Customer Service Panels, Physical FortiGate Firewalls, Surfprotect Analytics, Mail, Web Hosting, Other, SurfProtect Quantum / Quantum + Filtering, SoTAP/SoGEA/FTTP, Darklight, FortiGate VM Firewalls, Exa Foundation Panels, ExaCube Hardware, Real Time Alerts, Surfprotect Panel, Leased Line

Jul 28, 16:00:00 GMT+0
Identified - This is one of our two weekly maintenance update slots. During these windows, we will carry out any essential maintenance to ensure our systems are fully up to date and can keep on providing you with exceptional service. At times, we may need to reboot some of our hardware to carry out the updates, so customers may experience intermittent connectivity with some of our services during these periods..

Jul 28, 16:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 28, 18:00:00 GMT+0
Completed - Maintenance has completed successfully.

SurfProtect and Connectivity Issues

2026-07-06T07:28:10.559+00:00

Type: Incident

Duration: 8 days, 1 hour and 26 minutes

Affected Components: Evolution / Evolution + Filtering, SurfProtect Quantum / Quantum + Filtering, Surfprotect Analytics, Real Time Alerts, Surfprotect Panel

Jul 6, 11:57:21 GMT+0
Monitoring - All affected customers should now be online and able to access the internet again. Our Services team are still working to fully resolve the issues. We are continuing to monitor the services, and they will be classified as at risk until this status is formally closed, as there may be intermittent disconnections..

Jul 6, 07:28:10 GMT+0
Investigating - We are investigating an issue that may be causing connectivity and SurfProtect issues for some of our customers. Our Services team is investigating, and we will provide further updates as soon as we have them..

Jul 6, 07:34:41 GMT+0
Identified - The outage seems to be related to a partial switch failure in our London data centre. We are seeing some services being restored, but we are still investigating. Further updates to follow..

Jul 6, 07:55:53 GMT+0
Monitoring - Our Services team has rerouted the traffic away from the affected switch, and all affected customers should be back online. Our Services team will continue to investigate. If you are still having issues, please call our Helpdesk on 0345 145 1234, and the team will be happy to assist..

Jul 6, 08:34:20 GMT+0
Identified - Following the issues with the switch this morning, we are aware that some ExaCUBE/SurfProtect Evolution customers are still having trouble getting online. Our Services team are working to resolve this as soon as possible. We will provide further updates as soon as we have any more information..

Jul 7, 09:54:00 GMT+0
Resolved - This incident has been resolved. The root cause of the outage was patched this morning, and all affected customers are back online..

Jul 7, 09:01:59 GMT+0
Monitoring - Our Services team has tested a fix overnight, and we are now in the process of deploying this to all ExaCUBE devices. We do not anticipate there will be any extended downtime for customers, even prior to the fix being rolled out. This status will remain open until we have deployed the fix and monitored it for a period of time. Thank you for your patience and understanding whilst we have been working hard to resolve it for all affected schools. If you do encounter any issues today, please call the Helpdesk on 0345 145 1234, and the team will be happy to assist..

SoGEA/FTTP Ouatge - Non SurfProtect Customers Only

2026-05-18T13:04:49.515+00:00

Type: Incident

Duration: 6 minutes

Affected Components: SoTAP/SoGEA/FTTP

May 18, 13:04:49 GMT+0
Investigating - We are aware of an issue that will be affecting some of our non-Surfprotect customers who have a SoGEA or FTTP connection. Our Services team is working to resolve this as soon as possible. We will provide further updates as soon as we have them..

May 18, 13:11:03 GMT+0
Resolved - Our Services team have migrated the affected customer to an alternative LNS, and all affected customers should now be back online. If you are still offline, please reboot your router, and if this fails to bring your connection back online, please call the Helpdesk on 0345 145 1234, and the team will be happy to assist..

DarkLight Outage - Leeds

2026-05-18T09:05:28.140+00:00

Type: Incident

Duration: 36 minutes

Affected Components: Darklight

May 18, 09:05:28 GMT+0
Identified - We are aware of an issue that will be affecting some of our DarkLight customers in Leeds. Our Networking team will be working with the suppliers to get this rectified as soon as possible. We will provide further updates as soon as we have them..

May 18, 09:41:20 GMT+0
Monitoring - From our monitoring, we have seen the affected services come back online. We will continue to monitor the situation and leave this status open until we are happy the issue has been fully resolved..

May 18, 09:41:21 GMT+0
Resolved - We are happy the issue has been fully resolved, and we will now be closing this status. If you are still experiencing any issues, please call our Helpdesk on 0345 145 1234, and the team will be happy to help..

SurfProtect - Proxy Issues

2026-04-24T06:56:39.529+00:00

Type: Incident

Duration: 1 hour and 38 minutes

Affected Components: Evolution / Evolution + Filtering, SurfProtect Quantum / Quantum + Filtering

Apr 24, 06:56:39 GMT+0
Investigating - We have received multiple reports of customers being unable to access the internet when they have the AD proxy set on their device. Our Services team are investigating, and we will provide more information as soon as we have it..

Apr 24, 07:11:02 GMT+0
Identified - This issue is affecting all proxy services, and our team are investigating this. Further updates will be posted. .

Apr 24, 07:32:03 GMT+0
Investigating - We rerouted traffic from the affected proxy server, resolving internet access issues. Our team is investigating the issue, but currently, all affected schools should be functioning. If problems persist, contact our Support team at 0345 145 1234\. .

Apr 24, 08:35:00 GMT+0
Resolved - The root cause was identified as an issue with one of our GeoDNS services running in Manchester. The service has been rebooted and is fully operational again..

ExaCube Outage

2026-04-09T09:29:23.506+00:00

Type: Incident

Duration: 15 days, 1 hour and 54 minutes

Affected Components: ExaCube Hardware

Apr 9, 09:29:23 GMT+0
Identified - We are currently experiencing an issue affecting ExaCube customers. If you are affected, you may encounter certificate errors when accessing HTTPS websites. We are in the process of contacting all affected customers directly. However, if you believe you are impacted and have not yet been contacted, please reach out to our Support Team on 0345 145 1234..

Apr 13, 08:00:00 GMT+0
Monitoring - New certificates have been issued to affected customers, and most services have been restored. We are completing the remaining rollout. A Reason for Outage (RFO) will be available to affected customers in due course. If you are still experiencing issues, please contact our Support Team on [0345 145 1234](tel:03451451234)..

Apr 24, 11:22:54 GMT+0
Resolved - After monitoring the issue over the last 11 days, we are happy the issue has been fully resolved. A Reason for Outage (RFO) will be available next week. If you would like a copy and have not yet requested one, please contact the Helpdesk and we will ensure a copy is sent to you..

SoGEA & FTTP Outage

2026-03-18T09:15:46.649+00:00

Type: Incident

Duration: 9 minutes

Affected Components: SoTAP/SoGEA/FTTP

Mar 18, 09:15:46 GMT+0
Identified - We have identified an issue that is affecting some of our SoGEA and FTTP customers, which is preventing them from accessing the internet. We are currently rolling out a fix and once this has been completed, a further update will be posted..

Mar 18, 09:24:50 GMT+0
Resolved - The fix that was implemented has resolved the issue. If you are still experiencing internet access problems, please restart your router in the first instance. If that does not restore your connection, contact our Support Team at 0345 145 1234 for further assistance. .

Slow speeds

2026-02-24T08:53:00.000+00:00

Type: Incident

Affected Components: Leased Line, Core Network, SurfProtect Quantum / Quantum + Filtering, SoTAP/SoGEA/FTTP, Darklight

Feb 24, 08:53:00 GMT+0
Investigating - We are aware of the slow internet speeds affecting usage. Our engineers are currently investigating the issue, and we will provide an update shortly. We apologise for any inconvenience this may cause..

Feb 24, 10:17:52 GMT+0
Resolved - Connectivity should be back to normal. Any issues with connectivity, please contact our helpdesk on 0345 145 1234.

Feb 24, 08:56:52 GMT+0
Investigating - We have identified the root cause of the issue and have resolved it. We can see things are settling, but we'll continue monitoring. Please contact our helpdesk if you are still experiencing downtime or slow speeds on 0345 145 1234.

Darklight Outage - Bradford Region

2026-02-16T22:25:00.000+00:00

Type: Incident

Affected Components: Darklight

Feb 16, 22:25:00 GMT+0
Investigating - Customers affected are currently offline. The fault is affecting the same customers as a recent previous outage. The issue has been raised with the affected supplier..

Feb 19, 11:37:42 GMT+0
Resolved - All affected circuits have now been restored and the service is fully operational..

Feb 18, 10:13:09 GMT+0
Investigating - Following the arson attack, the suppliers have migrated this outage into an emergency maintenance window that will run from now until 19:00 on Thursday, 19th February. We have seen some of the affected circuits come back online, but these circuits could drop again during the maintenance window as the suppliers work to repair the damaged fibres. We will provide further updates as soon as we have them..

Feb 17, 10:39:58 GMT+0
Investigating - The suppliers have confirmed that the current outage is in relation to an arson attack that has again caused significant damage to the fibres in the location. We have identified all affected customers and made contact with them. If you are offline and you have not had a call from Exa, please call us on 0345 145 1234, and the Helpdesk team will be happy to assist. They have engineering teams on site and they are working to identify and respliace any affected fibres as efficiently as they can. We will provide further updates as soon as we have them. We apologise for any inconvenience this outage will cause you and your customers..

Darklight Partial Outage - Yorkshire Region

2026-02-04T08:49:00.000+00:00

Type: Incident

Affected Components: Darklight

Feb 4, 08:49:00 GMT+0
Investigating - We are aware of an issue that will be affecting a few of our DarkLight conectivity customer in Bradford, Leeds and the Sheffield Region. Our Networking team are investigating, and we will provide a further update as soon as we have any more information..

Feb 6, 09:30:38 GMT+0
Resolved - The incident has been resolved.

Feb 6, 09:23:11 GMT+0
Investigating - The supplier has completed repairs to the affected fibres and services are operating normally. At this stage no further impact is expected but there remains a possibility of follow up activity during their 48 hour maintenance window..

Feb 5, 08:34:31 GMT+0
Investigating - The suppliers have been working overnight and are continuing to identify and replace any fire-damaged cables, but due to the amount of damage, it will take them some time for the engineers to be able to replace and resplice all affected cables. We will provide further updates as soon as we get more information..

Feb 4, 17:32:51 GMT+0
Investigating - Our suppliers have just provided an update to let us know they are enforcing a 48-hour emergency maintenance window, starting at 8 pm this evening, to allow the teams sufficient time to fully replace the damaged fibres. As a result of this work, they have advised that some connections that have not been affected already will go down when the fibres are cut and replaced. We will monitor the connections and provide further updates over the next 48 hours. W.

Feb 4, 15:29:46 GMT+0
Investigating - The suppliers are continuing their efforts to repair the fire-damaged cables and will be onsite till the work has been completed. We are sorry for any inconvenience this will be causing you, and we will provide further updates as we get them..

Feb 4, 12:22:48 GMT+0
Investigating - The suppliers have advised that the fibre damage has been caused by a Fire. They need to replace a length of fibre, after which they will proceed to splice the new fibres. They have multiple engineering teams on site, who will be working in rotation until they have confirmed all affected services are back online. We will continue to liaise with the suppliers and provide any further updates as soon as we have any more information..

Feb 4, 09:52:00 GMT+0
Investigating - We have identified and resolved the issue for our Leeds customers, but we do still have an outage for our Bradford DarkLight customers, and a singular connection is still affected in Sheffield. The issue within Bradford has been linked to a fibre break that our suppliers are aware of and now have engineers on site working to fix the issue. We will provide further updates as we have them..

DarkLight Outage - Sheffield Region

2026-02-03T15:46:00.000+00:00

Type: Incident

Affected Components: Darklight

Feb 3, 15:46:00 GMT+0
Investigating - We are aware of an issue that will affect our DarkLight connectivity customers in the Sheffield region. Customers will currently be offline, with the outage starting at 15:46. Our Networking team have escalated this with our supplier, and we will provide a further update as soon we have any more information..

Feb 3, 17:37:30 GMT+0
Investigating - We have seen from our monitoring that the affected circuits in Sheffield are all back online. We will continue to monitor and work with the supplies if we see any change. We're sorry for any inconvenience this afternoon's outage may have caused you..

Halifax Pop - Power Outage

2026-01-22T11:16:00.000+00:00

Type: Incident

Affected Components: Leased Line, Core Network, Darklight

Jan 22, 11:16:00 GMT+0
Investigating - We are aware of a power outage in Halifax that is affecting our Halifax POP data centre. Our UPS's are keeping everything operational at the moment, but we expect to lose full power within the next 15 minutes due to the prolonged power outage. Details of the power outage can be found on the Northern PowerGrid status page using the following incident reference - INCD-735859-A https://www.northernpowergrid.com/power-cuts-map.

Jan 22, 12:51:50 GMT+0
Resolved - Following a monitoring period, we are happy that full power has been restored and Northern PowerGrid has closed the outage. We will now close our Status, but if you are in the Halifax area and are still experiencing issues, please call our Helpdesk on 0345 145 1234, who will be happy to investigate..

Jan 22, 11:43:35 GMT+0
Investigating - From our monitoring, we have seen power restored to our POP. We will keep the status open until Northern PowerGrid closes down the outage on their side..

Jan 22, 11:41:32 GMT+0
Investigating - Northern PowerGrid has identified the cause of the power outage and is working to resolve this as quickly as possible. We will update this status as soon as there is any more information..

Birmingham Outage

2026-01-21T09:00:00.000+00:00

Type: Incident

Affected Components: Leased Line

Jan 21, 09:00:00 GMT+0
Investigating - We are currently experiencing connectivity issues in the Birmingham area due to an outage by our supplier. Affected customers may experience connection drops approximately every 30 seconds. Our supplier's NOC team is actively investigating the issue, and we will provide updates as soon as more information becomes available..

Jan 21, 11:52:08 GMT+0
Resolved - Our Suppliers have confirmed that the problem causing the drops seen earlier today has now been resolved. They will continue to monitor closely, but we will be closing the status now. If you are still experiencing an issue, please contact our Helpdesk on 0345 145 1234, and our team will be happy to investigate..

Jan 21, 10:26:49 GMT+0
Investigating - Our supplier has confirmed the issue lies within their core network, and they are working to resolve this as soon as possible. Currently, there is no ETA for the problem to be resolved, but we will continue to liaise with the supplier and provide further updates as soon as we have them..

Halifax Power Outage

2025-12-18T16:30:00.000+00:00

Type: Incident

Affected Components: Darklight

Dec 18, 16:30:00 GMT+0
Investigating - Northern PowerGrid have a power cut in Halifax affecting our Point of Presence. This has caused a full outage to Darklight and Colo Customers at site. Their incident reference is Ref:INCD-725080-A and at 15:55 their last update informed us that they are working on it. We will advise of any further changes..

Dec 19, 08:26:50 GMT+0
Resolved - INCD-725080-A was resolved by Northern PowerGrid at 6pm yesterday and all our systems came back online..

xDSL Conneectivity Issues - SoGEA, FTTC/P, ADSL

2025-11-17T16:45:00.000+00:00

Type: Incident

Affected Components: SoTAP/SoGEA/FTTP

Nov 17, 16:45:00 GMT+0
Investigating - We are aware of an issue that will be affecting our xDSL circuits. Our monitoring has highlighted the issue, and we are liaising with our supplier to find out what has happened. We will provide further updates as soon as we have any more information..

Nov 17, 20:32:56 GMT+0
Investigating - Following a period of stable connectivity and no further alerts or variations on our monitoring systems, we will be closing this status. We will continue to work with the suppliers to ensure the root cause is identified..

Nov 17, 17:21:53 GMT+0
Investigating - We have seen all affected circuits now come back online. Our suppliers have confirmed the issue is on their end, and it has affected a large volume of circuits, not just Exa connections. They are currently investigating the root cause, and they will provide us with an update as soon as they can. We will continue to watch these circuits on our own monitoring platforms, and we will provide any further updates as we have them. If you are still struggling to get online, please call our Helpdesk on 0345 145 1234 and the team will be happy to assist..

Reduced Network Resilience

2025-11-14T09:18:00.000+00:00

Type: Incident

Affected Components: Core Network

Nov 14, 09:18:00 GMT+0
Investigating - One of our suppliers has had a fibre break between Leeds and London and the network is at risk until this is restored. There is currently no impact to service..

Nov 14, 13:49:46 GMT+0
Resolved - The incident has been resolved.

DarkLight Outage - Sheffield Region

2025-10-17T05:00:00.000+00:00

Type: Incident

Affected Components: Darklight

Oct 17, 05:00:00 GMT+0
Investigating - We are aware of an outage that will affect all of our DarkLight customers in the Sheffield region. The outage is a result of maintenance work that the suppliers were carrying out, and should have completed no later than 6 am this morning. We have contacted the suppliers to investigate this as a matter of urgency, and we will provide further updates as soon as we have them. We are very sorry for the inconvenience this wiil be causing you this morning..

Oct 17, 12:34:01 GMT+0
Resolved - The suppliers have now confirmed that the splicing work has been completed, so we will now be closing down this status. We are sorry again for the inconvenience this has caused you today. If you are still unable to connect to the internet, please call our Helpdesk on 0345 145 1234, and the team will be happy to assist..

Oct 17, 12:32:39 GMT+0
Investigating - We have just seen the restoration of services that have been affected by the outage. Please note that until the suppliers have confirmed the outage is closed, we will be classifying thr circuits as at risk and we will continue to monitor them closely..

Oct 17, 11:18:39 GMT+0
Investigating - From the latest update we have received from the Suppliers, it has now become clear that the resolution for this might take a few days. The maintenance work was to migrate all of the circuits in the Sheffield region to a new location. Following the cut of the fibres, the suppliers have been unable to successfully resplice the fibre correctly due to the incorrect documentation they hold. They are now having to manually test each fibre to determine which fibres need to be spliced together for each circuit to return a working connection. This process will take some time. The engineers will be working through the rest of today and over the weekend, if needed, until we are happy that all affected customers have a working internet connection again. Exa will have weekend support available between 10 am and 4 pm, but we will be updating the stats page outside of our usual working hours, as and when updates come in from the supplier. We are very sorry for the inconvenience this will cause you, and we appreciate your understanding whilst we work hard with the suppliers to resolve the outage..

Oct 17, 10:10:05 GMT+0
Investigating - Exa has sent our own Network Architect to assist the suppliers in getting this resolved as soon as possible. They arrived at the ASK4 data centre in Sheffield just before 11 am. Further updates will follow shortly..

Oct 17, 08:58:10 GMT+0
Investigating - The supplier has now confirmed that the maintenance that was due to be completed at 6 am has overrun due to unforeseen complications. Engineers are still on site working to restore all affected services as soon as possible..

Oct 17, 07:40:55 GMT+0
Investigating - The suppliers' engineers are still working to resolve the affected services. We will provide further updates as we have them..

Oct 17, 06:15:41 GMT+0
Investigating - Our suppliers have engineers on-site in Sheffield who are investigating this at the moment. As soon as we have an update from them, we will update this status..

DarkLight Connectivity Issue

2025-09-30T07:20:00.000+00:00

Type: Incident

Affected Components: Darklight

Sep 30, 07:20:00 GMT+0
Investigating - A small number of DarkLight customers are currently facing connectivity issues due to maintenance performed by our supplier last night. We are in contact with the supplier to resolve this matter as quickly as possible. We will provide an update as soon as we receive more information from them..

Oct 1, 13:19:02 GMT+0
Investigating - The incident has been resolved.

Sep 30, 10:17:23 GMT+0
Investigating - Work is continuing to restore the affected service. We have sent our Engineers to the data centre in Halifax to replace some affected hardware. Following supplier maintenance work last night, there appears to have been an unusually high level of optical light on the fibre, which has resulted in damage to the SFPs at both ends. They have now been replaced, and we are starting to see affected services come back online. We will continue to monitor and update this status as soon as we have any more information. Sorry again for the inconvenience this has caused you so far today..

SurfProtect Quantum+ PAC Service - Intermittent Internet Access

2025-09-11T13:47:00.000+00:00

Type: Incident

Affected Components: SurfProtect Quantum / Quantum + Filtering

Sep 11, 13:47:00 GMT+0
Investigating - We are aware that SurfProtect customers who use the PAC service will currently be experiencing intermittent internet access. Our Services team are actively working to resolve this, and we will provide further updates as soon as we have them. Sorry for any inconvenience this will be causing you..

Sep 12, 09:21:02 GMT+0
Investigating - Our Service team worked on this throughout the day yesterday, and a fix was deployed at 8:20 pm yesterday. Following this, we have closely monitored the service and are pleased to report that we have closed this outage, as no further errors have been observed. If you are seeing any issues when using the SurfProtect PAC, please report these to the Helpdesk on 0345 145 1234, as they will be isolated incidents..

Sep 11, 14:42:05 GMT+0
Investigating - Our Services team are continuing to work on a resolution for this issue. We will provide more information as soon as it is available..

Major Service Outage

2025-09-05T13:32:00.000+00:00

Type: Incident

Affected Components: Leased Line, FortiGate VM Firewalls, Core Network, Web Hosting, SurfProtect Quantum / Quantum + Filtering, Customer Service Panels, VoIP, Mail, Real Time Alerts, Surfprotect Analytics, Exa Foundation Panels, SoTAP/SoGEA/FTTP, Darklight, Surfprotect Panel

Sep 5, 13:32:00 GMT+0
Investigating - We are aware that multiple customers will currently be unable to access the internet. We have identified a switch failure in our London data centre. Our Service engineers are investigating this as a priority. We will provide updates as soon as we have them..

Sep 5, 14:10:59 GMT+0
Resolved - We have seen the restoration of all affected services, and we will now close down this status..

Sep 5, 13:56:41 GMT+0
Investigating - We have seen the affected switch come back online, and we are starting to see the restoration of affected services. We are sorry for any inconvenience this has caused you this afternoon. If you are still unable to access the internet, please call our Helpdesk on 0345 145 1234, and the team will be happy to help..

Fortigate VM - Connectivity Issues

2025-08-27T07:20:00.000+00:00

Type: Incident

Affected Components: FortiGate VM Firewalls

Aug 27, 07:20:00 GMT+0
Investigating - We are aware that multiple FortiGate VM Firewall customers will currently be unable to access the internet. Our Services team are aware and we are investigating this as a priority. We are sorry for any inconvenience this will cause you this morning..

Aug 27, 07:29:43 GMT+0
Resolved - We have rolled back the maintenance from last night, and we can see the affected customers are now able to access the internet again. If you are still unable to get online, please call the Helpdesk on 0345 145 1234 and the team will be happy to assist..

Email Issues

2025-08-20T13:52:00.000+00:00

Type: Incident

Affected Components: Mail

Aug 20, 13:52:00 GMT+0
Investigating - We are aware of an issue that is currently preventing Exa ESA Mail customers from receiving emails. Our Services team are investigating this, and we will provide an update as soon as possible. We are sorry for any inconvenience this may cause..

Aug 20, 14:09:24 GMT+0
Resolved - Our Services engineers have identified and resolved the issue. If you are still having issues receiving email, please allow up to 60 minutes before reporting this to our Helpdesk on 0345 145 1234. This allows time for any email to be processed through our systems..

FortiGate VM issues

2025-08-01T07:29:00.000+00:00

Type: Incident

Affected Components: FortiGate VM Firewalls

Aug 1, 07:29:00 GMT+0
Investigating - We are aware that multiple FortiGate VM firewall customers are currently unable to access the internet. Our Services team are investigating and will provide an update as soon as possible. Sorry for any inconvenience this may cause you this morning..

Aug 1, 07:42:24 GMT+0
Resolved - We have identified the root cause of the issue and resolved it. The fix did require a further reboot of the VM Firewall in Manchester, but everything is now back up and running. We will be closing this status, but please call our Helpdesk on 0345 145 1234 if you are still having issues getting online, and the team will be happy to help. We're sorry again for any inconvenience this has caused you this morning..