LONAP - Loss of return traffic

Service Update – Network Incident Resolved

This morning, between approximately 07:30 and 11:45, some customers experienced difficulty accessing certain websites and online services. The issue affected connectivity across all 1310 services, with some destinations temporarily unreachable while others continued to work normally.

Websites impacted varied between customers and included several major online platforms and content delivery networks such as BBC, Reddit, The New York Times, Canva, Stripe, and the National Trust, among others.
After thorough investigation, we identified the cause as an issue with one of our upstream network providers. The fault related to complex routing behaviour, which affected how some internet traffic was flowing into and out of the 1310 network. While our own core network remained stable, the upstream routing issue meant that certain external sites could not be reached by some customers.

Our engineering team worked closely with our upstream partners throughout the morning to isolate and correct the problem. Normal routing was restored at 11:45, and since then all network traffic levels have returned to expected levels. We have been monitoring the situation closely and can confirm that all services are now performing normally.
We understand how disruptive this type of issue can be, and we’d like to thank all of our customers for their patience and understanding while this was resolved. We’ll continue to review this incident with our providers to ensure that any future issues of this nature can be identified and mitigated even more quickly.

If you are still experiencing any problems accessing websites or online services, please get in touch with our support team at help@1310.io

This incident should n ow be resolved, we are seeing good traffic levels across the network.

If you still have issues, please reboot your router and then get in contact with the support team on 0333 300 1310.

Apologies for the inconvenience this has caused.

We are still investigating with our providers, we hope to have a further update within the hour.

We are continuing to investigate the issue, we will provide another update as soon as possible.

We have restored connectivity to the majority of services, however are experiencing issues with sites / services hosted behind the Fastly content delivery network.

This is sites such as bbc.co.uk, Reddit and others.

We are actively working to resolve this as promptly as possible with our upstream providers, apologies for the inconvenience caused.

This has been confirmed as an issue with LONAP via one of our external transit connections.

This issue has been mitigated and we are working with our partners to implement a final solution

We are currently experiencing issues with LONAP connectivity in London following maintenance.

This issue is outside of our network and we are implementing mitigation measures to bring connectivity back online.

This is manifesting as some websites and services not working correctly.

Updates will be posted shortly