The fault on the network has now been resolved and service has been restored.
Our engineers will continue to monitor the network to ensure all services are stable.
Any remaining issues should be considered unrelated and reported in the usual manner.
We thank you for your patience throughout this incident and apologise again for the inconvenience caused.
Posted Jul 17, 2025 - 14:08 BST
Update
We are continuing to work on a fix for this issue.
Posted Jul 16, 2025 - 15:28 BST
Update
Engineers are currently on site working to resolve the issue. Please bear with us, we are doing our best to prioritise reconnecting all affected customers as quickly as possible.
We will continue to provide updates as more information becomes available.
We sincerely apologise for inconvenience caused and thank you for your patience as we work to resolve this issue.
Posted Jul 16, 2025 - 09:55 BST
Update
Due to further complications and unforeseen circumstances, the repair to the damaged fibre cables will be delayed until early in the morning. We are prioritising customer restoration and aim to have customers back online as soon as possible, however due to the extent of the damage we currently do not have an estimated time for restoration.
We will continue to provide updates as more information becomes available.
We sincerely apologise for inconvenience caused and thank you for your patience as we work to resolve this issue.
Posted Jul 15, 2025 - 18:31 BST
Identified
Engineers have identified a fibre break in South Cheriton, caused by a third party, and are currently working to resolve the issue.
The root cause has been confirmed as damage to one of our high capacity fibre cables by a third party. Our team is working closely with them overnight to restore services as quickly as possible. Due to the extent of the damage, we currently do not have an estimated time for restoration.
We will continue to provide updates as more information becomes available.
We sincerely apologise for the inconvenience caused and thank you for your patience as we work to resolve this issue.
Posted Jul 15, 2025 - 17:11 BST
Update
We are continuing to investigate this issue.
Posted Jul 15, 2025 - 14:43 BST
Investigating
We are currently aware of an ongoing network incident affecting the following areas:
Stowell, Horsington, Templecombe and surrounding areas.
Wessex Internet engineers are investigating the cause of this issue, and will provide an update within 1 hour with further information
Please do not attempt to reset or reboot your equipment as this may have a detrimental impact on restoration to your service
We apologise for the inconvenience caused by this issue.
Posted Jul 15, 2025 - 14:34 BST
This incident affected: Broadband Services (Fixed-wireless Services, Fibre to the Premise Services) and Business Ethernet Services.