14 July 2025

09:14

We have identified an issue with one of our x-connect services that is impacting a number of clients at this time. Please be assured, we are addressing this with the highest priority in order to resolve. Updates will be posted on progress.

Thank you for your understanding.

10:15

Investigation is still ongoing. Data-centre engineers are testing the fibre to determine the issue. Further updates to follow in 30 mins.

10:45

Investigation is ongoing. Engineers are still testing the fibre and investigating. Further updates to follow in 30 mins.

11:45

Investigation is still ongoing. We appreciate your patience and will update again in 1hr.

12:45

Engineers are still working to resolve the fibre issue. Unfortunately, we are unable to advise on a fix time as yet but will continue to provide updates as the issue resolution progresses.

Thank you again for your patience.

13:45

Engineers have found the root cause and are beginning their fix. No eta at present, but the issue is now identified and is being worked on.

14:45

Engineers continue to work to resolve the root cause. Still no eta for fix at this time.

15:45

Engineers are reportedly making progress and we're anticipating confirmation of eta to fix shortly.

17:00

Engineers are having to run new fibre to replace the damaged run. Original routing is convoluted and incurring delays however they are progressing slowly. Once completed and assuming no issues with testing, we should be able to advise on an eta for fix.

Thank you again for your patience.

17:26

We are now seeing services recover and will continue to monitor closely to ensure stability for all affected ccts. Clients are requested to please check & test their respective circuits and report any ongoing issue with Securus support.

Thank you.

01 April 2025 11:25

We are starting to see ccts recover across the estate. Please reboot your equipment should your service remain down and call Securus support desk if your service remains offline.

Thank you for your patience

01 April 2025 10:50

Issue is still under investigation with upstream supplier. No additional detail available at this time.

01 April 2025

Please be advised we are seeing a small number of clients offline presently This has been identified as a result of an upstream provider issue and we're advised presently under priority investigation. Further updates will be posted on receipt of status changes from the provider.

Thank you for your patience.

07 June 2024

Update 10:10: The core equipment has been successfully restored and we're seeing services now restored. we'll continue to monitor closely to ensure no further issues. Please check your service and report out any ongoing issues via the support desk.

Thank you for you patience.

Update: Having confirmed power restoral at the DC, we are seeing a core piece of equipment presently impacted and is undergoing a restart to resolve. Failing that, manual cct cutover will be initiated to restore. Further updates to follow.

We are presently investigating a potential power issue at one of our data centers that is impacting on a number of client services. Updates will be posted here in due course.

23 Dec 2023

Previous issues impacting our usual support number of 03451 283458 have now been resolved and calls to this number will now correctly route to the support desk.

22 Dec 2023

We’re currently experiencing a number routing issue with BT and for customers on some fixed and mobile networks, our usual support number of 03451 283458 won’t work. While we wait for BT To fix this, support can be contacted on 01256 239029.

Thank you

25 Oct 15:05

We have re-routed traffic away from the affected fibres and can see services recovering. Please raise a fault in the usual way if you have any ongoing service issues.

25 Oct 2023 - 12:30

Latest update:

Unfortunately an upstream supplier has incorrectly requested disconnection and ceasing of multiple fibres. We are working with the supplier and datacentres to reinstate this, but we do expect disruption for a prolonged period. We will update as new information comes in.

25 Oct 2023

We are presently experiencing issues in conjunction with a Major Service Outage with an upstream provider. Services are disrupted at this time. We will update this page to reflect resolution progress as we receive and apologies for the ongoing loss of service in the interim.

12 June 16:15

The upstream provider has now issued an all clear notice, and we are satisfied that connections are no longer at risk.

Thank you for your patience

12 June 13:07

We're seeing services recover as of 12:50. We're still working with the carrier for further detail and acknowledgement of a full resolve. As such, please consider services to be at risk of further disruption until such time as a 'fix' is declared.

Thank you for your patience

12 June 2023 12:45

We believe an upstream carrier is experiencing a Major Service Outage presently. We are working with them to understand duration / impact.

Updates to follow.

09 Dec 2022 - 10:45 - Service Impact

Engineers have identified the issue and a resolution has been successfully applied. All services are now testing operational.

09 Dec 2022 - 09:00 - Service Impact

Investigation is ongoing.

09 Dec 2022 - Service Impact

We are presently investigating an issue that is affecting service for a number of clients. the investigation is ongoing at this time and we will update on progress again in due course.

We apologise for the disruption.

Maintenance Complete

15 Sep 23:00

The previously advised maintenance has been completed without issue. A legacy piece of hardware did reboot during the migration and this has been removed. All services are now restored but should clients believe they are experiencing any issues in conjunction with this maintenance, please contact Securus support through the normal channels for assistance.

Thank You

Maintenance Notification

We are planning further capacity increases into the core network and have a requirement for a maintenance window from 10pm till 12pm on the 15th of September 2022. Services will be seen as ‘at risk’ for the duration, however, impact on live service is expected to be minimal.

Whilst we undertake this window are also taking the opportunity to update our Wifi platform, so if you are a customer that uses us for your Wifi, this service may fluctuate during the window.

As always, any issues seen post the 12pm finish, please log with our support team as normal on 03451 283458.

Thank you

Historical Events

Maintenance Notification

THIS MAINTENANCE COMPLETED SUCCESSFULLY AT 23.30 on Wednesday 17th August 2022

Should clients experience ongoing issues in relation to this maintenance we would ask you raise with the support team in the usual manner either by email to [email protected] or contacting directly on 03451 283458. Thank you.

Securus will be undertaking maintenance on core equipment in Telehouse North from 22:00 on Wednesday 17th August until 02:00 on Thursday 18th August. This maintenance will involve updates to core equipment to enable us to provide additional functionality and capacity to customers. As this is a core node, customers should plan that their service will be at risk for the duration.

Should any issue persist after the maintenance is completed, please raise a ticket in the normal way, by contacting support on 03451 283458 or emailing [email protected].

Thank you for your continued support and custom.