Network Platforms - Latency Increase between JB1 and DB1 07 Mar 2026 – Incident details

Incident Start Time: 11:18
Incident End Time: 16:20

A replacement laser has been installed.

This incident has been resolved.

Latest Update: The technician has provided an estimated time of arrival of 16:00. Upon arrival, the technician will proceed with the replacement with the assistance of our Advanced Support Team. Further updates will be shared as progress is made.

Outage History:
2026-03-07
-- 11:16 -- Our initial checks have been completed, and the fault has been logged with our fibre service provider to investigating the incident on-site.
-- 11:57 -- Our fibre service provider’s maintenance team has been dispatched to investigate the fault. Further updates and estimated time of arrival will be shared as they become available.
-- 12:27 -- Estimated time of arrival is 45 minutes to site, to test from the Pietermarizburg (PMB), Further updates to follow.
-- 13:17 -- Technician is on site investigating the fault, Further updates to follow.
-- 14:00 -- The technician is currently on site but is experiencing difficulty gaining access. An update will be provided once access has been obtained.
-- 15:03 -- Our fibre services provider's maintenance team is currently awaiting an update from internal management before they can proceed with the work. Further updates will follow.
-- 16:30 -- The team has completed splicing the link. However, the link is still experiencing losses, and the team is continuing to investigate the issue.
-- 18:30 -- Our core team has identified that a faulty laser is causing issues with link-level readings. A replacement laser is being sourced and will be deployed onsite to restore the affected link. We will continue to provide updates as soon as further progress is made.
-- 19:54 -- A replacement laser has been ordered for collection by the maintenance technician at the stores. We are currently awaiting confirmation of the ETA to the stores and will provide further updates once this information is available. Thank you for your patience while restoration efforts continue
-- 20:23 -- The maintenance technician is currently at the warehouse collecting the required stock. As air freight services are closed, the technician will deliver the equipment tomorrow at 08:00 for shipment to Durban. We will continue to provide updates as the process progresses.
-- 21:56 -- The outage has been deferred due to the inability to transport the replacement laser at this hour. The maintenance technician will deliver the equipment tomorrow at 08:00, as communicated, for onward shipment to Durban. We will continue to provide updates as progress is made.

Latest Update: The replacement will take place later as the equipment still needs to be shipped.
We apologise for the inconvenience caused. Further updates will be shared once the equipment has reached site where the fault is.

Outage History:
2026-03-07
-- 11:16 -- Our initial checks have been completed, and the fault has been logged with our fibre service provider to investigating the incident on-site.
-- 11:57 -- Our fibre service provider’s maintenance team has been dispatched to investigate the fault. Further updates and estimated time of arrival will be shared as they become available.
-- 12:27 -- Estimated time of arrival is 45 minutes to site, to test from the Pietermarizburg (PMB), Further updates to follow.
-- 13:17 -- Technician is on site investigating the fault, Further updates to follow.
-- 14:00 -- The technician is currently on site but is experiencing difficulty gaining access. An update will be provided once access has been obtained.
-- 15:03 -- Our fibre services provider's maintenance team is currently awaiting an update from internal management before they can proceed with the work. Further updates will follow.
-- 16:30 -- The team has completed splicing the link. However, the link is still experiencing losses, and the team is continuing to investigate the issue.
-- 18:30 -- Our core team has identified that a faulty laser is causing issues with link-level readings. A replacement laser is being sourced and will be deployed onsite to restore the affected link. We will continue to provide updates as soon as further progress is made.
-- 19:54 -- A replacement laser has been ordered for collection by the maintenance technician at the stores. We are currently awaiting confirmation of the ETA to the stores and will provide further updates once this information is available. Thank you for your patience while restoration efforts continue
-- 20:23 -- The maintenance technician is currently at the warehouse collecting the required stock. As air freight services are closed, the technician will deliver the equipment tomorrow at 08:00 for shipment to Durban. We will continue to provide updates as the process progresses.
-- 21:56 -- The outage has been deferred due to the inability to transport the replacement laser at this hour. The maintenance technician will deliver the equipment tomorrow at 08:00, as communicated, for onward shipment to Durban. We will continue to provide updates as progress is made.
-- 07:00 -- Our technician is currently en route to drop off the stock. The estimated time of arrival (ETA) remains 08:00 AM. Further updates will be provided once the technician is on site.
-- 07:58 -- The technician is currently on site, Further updates to follow.

Latest Update: Our provider technician is currently on site, Further updates to follow.

Outage History:

2026-03-07

-- 11:16 -- Our initial checks have been completed, and the fault has been logged with our fibre service provider to investigating the incident on-site.

-- 11:57 -- Our fibre service provider’s maintenance team has been dispatched to investigate the fault. Further updates and estimated time of arrival will be shared as they become available.

-- 12:27 -- Estimated time of arrival is 45 minutes to site, to test from the Pietermarizburg (PMB), Further updates to follow.

-- 13:17 -- Technician is on site investigating the fault, Further updates to follow.

-- 14:00 -- The technician is currently on site but is experiencing difficulty gaining access. An update will be provided once access has been obtained.

-- 15:03 -- Our fibre services provider's maintenance team is currently awaiting an update from internal management before they can proceed with the work. Further updates will follow.

-- 16:30 -- The team has completed splicing the link. However, the link is still experiencing losses, and the team is continuing to investigate the issue.

-- 18:30 -- Our core team has identified that a faulty laser is causing issues with link-level readings. A replacement laser is being sourced and will be deployed onsite to restore the affected link. We will continue to provide updates as soon as further progress is made.

-- 19:54 -- A replacement laser has been ordered for collection by the maintenance technician at the stores. We are currently awaiting confirmation of the ETA to the stores and will provide further updates once this information is available. Thank you for your patience while restoration efforts continue

-- 20:23 -- The maintenance technician is currently at the warehouse collecting the required stock. As air freight services are closed, the technician will deliver the equipment tomorrow at 08:00 for shipment to Durban. We will continue to provide updates as the process progresses.

-- 21:56 -- The outage has been deferred due to the inability to transport the replacement laser at this hour. The maintenance technician will deliver the equipment tomorrow at 08:00, as communicated, for onward shipment to Durban. We will continue to provide updates as progress is made.

-- 07:00 -- Our technician is currently en route to drop off the stock. The estimated time of arrival (ETA) remains 08:00 AM. Further updates will be provided once the technician is on site.

Latest Update: The outage has been deferred due to the inability to transport the replacement laser at this hour. The maintenance technician will deliver the equipment this morning at 08:00, as communicated, for onward shipment to Durban. We will continue to provide updates as progress is made.

Outage History:
2026-03-07
-- 11:16 -- Our initial checks have been completed, and the fault has been logged with our fibre service provider to investigating the incident on-site.
-- 11:57 -- Our fibre service provider’s maintenance team has been dispatched to investigate the fault. Further updates and estimated time of arrival will be shared as they become available.
-- 12:27 -- Estimated time of arrival is 45 minutes to site, to test from the Pietermarizburg (PMB), Further updates to follow.
-- 13:17 -- Technician is on site investigating the fault, Further updates to follow.
-- 14:00 -- The technician is currently on site but is experiencing difficulty gaining access. An update will be provided once access has been obtained.
-- 15:03 -- Our fibre services provider's maintenance team is currently awaiting an update from internal management before they can proceed with the work. Further updates will follow.
-- 16:30 -- The team has completed splicing the link. However, the link is still experiencing losses, and the team is continuing to investigate the issue.
-- 18:30 -- Our core team has identified that a faulty laser is causing issues with link-level readings. A replacement laser is being sourced and will be deployed onsite to restore the affected link. We will continue to provide updates as soon as further progress is made.
-- 19:54 -- A replacement laser has been ordered for collection by the maintenance technician at the stores. We are currently awaiting confirmation of the ETA to the stores and will provide further updates once this information is available. Thank you for your patience while restoration efforts continue
-- 20:23 -- The maintenance technician is currently at the warehouse collecting the required stock. As air freight services are closed, the technician will deliver the equipment tomorrow at 08:00 for shipment to Durban. We will continue to provide updates as the process progresses.

*Latest Update:* A replacement laser has been ordered for collection by the maintenance technician at the stores. We are currently awaiting confirmation of the ETA to the stores and will provide further updates once this information is available. Thank you for your patience while restoration efforts continue

*Incident History:*

*2026-03-07*

-- 11:16 -- Our initial checks have been completed, and the fault has been logged with our fibre service provider to investigating the incident on-site.

-- 11:57 -- Our fibre service provider’s maintenance team has been dispatched to investigate the fault. Further updates and estimated time of arrival will be shared as they become available.

-- 12:27 -- Estimated time of arrival is 45 minutes to site, to test from the Pietermarizburg (PMB), Further updates to follow.

-- 13:17 -- Technician is on site investigating the fault, Further updates to follow.

-- 14:00 -- The technician is currently on site but is experiencing difficulty gaining access. An update will be provided once access has been obtained.

-- 15:03 -- Our fibre services provider's maintenance team is currently awaiting an update from internal management before they can proceed with the work. Further updates will follow.

-- 16:30 -- The team has completed splicing the link. However, the link is still experiencing losses, and the team is continuing to investigate the issue.

-- 18:30 -- Our core team has identified that a faulty laser is causing issues with link-level readings. A replacement laser is being sourced and will be deployed onsite to restore the affected link. We will continue to provide updates as soon as further progress is made.

Latest Update: Our fibre services provider's maintenance team is currently awaiting an update from internal management before they can proceed with the work. Further updates will follow.

Incident History:
2026-03-07
-- 11:16 -- Our initial checks have been completed, and the fault has been logged with our fibre service provider to investigate the incident on-site.
-- 11:57 -- Our fibre service provider’s maintenance team has been dispatched to investigate the fault. Further updates and the estimated time of arrival will be shared as they become available.
-- 12:27 -- Estimated time of arrival is 45 minutes to site, to test from the Pietermarizburg (PMB), Further updates to follow.
-- 13:17 -- Technician is on site investigating the fault, Further updates to follow.
-- 14:00 -- The technician is currently on site but is experiencing difficulty gaining access. An update will be provided once access has been obtained.

Latest Update: Estimated time of arrival is 45 minutes to site, to test from the Pietermarizburg (PMB), Further updates to follow.

Outage History:

2026-03-07

-- 11:16 -- Our initial checks have been completed, and the fault has been logged with our fibre service provider to investigating the incident on-site.

-- 11:57 -- Our fibre service provider’s maintenance team has been dispatched to investigate the fault. Further updates and estimated time of arrival will be shared as they become available.