📢 Update on Service Restoration – 7th May 2025
We’re aware that some customers are still offline following last night’s emergency maintenance. In most cases, a simple reboot of your main hub or Plume Pod will restore your connection.
📞 We’re currently receiving a high volume of calls. If you’re unable to get through straight away, we sincerely apologise for the delay.
👉 Steps to try before calling:
- Reboot your main hub or Plume Pod.
If you’re still offline after this, please call us on 01983 24 24 24. Thank you for your patience.
— WightFibre Customer Service Team
⚠️ Network Maintenance Completed – 7th May 2025
The emergency overnight maintenance scheduled for the 6th of May 2025 has been successfully completed. This work has resolved the technical issues affecting app loading and streaming services.
✅ Issue Resolved
App and streaming services should now be functioning as normal.
🔁 Still Experiencing Problems?
Some customers may not have automatically returned to service. If you’re still having issues:
- Restart your main hub or Plume Pod.
- Wait for the device to initialise, which can take up to 10 minutes.
- If problems persist, contact our Customer Service Team from 08:00 on Wednesday at 01983 24 24 24.
We appreciate your patience and understanding while this essential maintenance was carried out.
WightFibre Customer Service Team
⚠️ Planned Emergency Network Maintenance – 6th May 2025
We will be performing essential overnight maintenance to address a technical issue impacting app loading and streaming services.
🛠 Maintenance Window
- Start: Tuesday, 6th May 2025 – 23:59
- End: Wednesday, 7th May 2025 – 05:59
During this time, brief interruptions to service may occur, lasting up to 5 minutes at a time.
🔄 What to Do After Maintenance
If you’re still experiencing issues such as apps not loading, or videos and images not displaying properly after the maintenance:
- Restart your main hub or gateway (Plume Pod).
- Restart the affected device.
- Still not working? Contact our Customer Service Team from 08:00 on Wednesday at 01983 24 24 24.
We sincerely apologise for any inconvenience caused and thank you for your patience while we carry out this urgent work to restore full service performance.
— WightFibre Customer Service Team
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App Loading and Streaming Issues – 10:22, 06/05/2025 – Service Update
Our Networks team has identified that the root cause of the ongoing issues affecting app loading and streaming service performance originates deeper within our network infrastructure. We are actively working with a third-party provider to resolve the matter as swiftly as possible.
We sincerely apologise for the disruption and appreciate your continued patience as we work towards a resolution. Progress is being made, and we anticipate providing a further update shortly.
Kind regards,
WightFibre Customer Service Team
App Loading Issues -12:52 30/04/2025 – Update
We will be carrying out maintenance to our Network.
These will be carried out, out of hours and customers will see a brief disconnection in their services.
We appologise for the inconvenience and thank you for your patience whilst we work on resolving this.
Kind Regards
WightFibre Customer Service Team
10:40 – 27/04/2025
We are currently aware of an issue affecting the loading of apps for some customers using our Full Fibre service. Our network engineers are actively investigating the cause.
In the meantime, we recommend rebooting your home broadband equipment (router and/or ONT) as we have seen this resolve the issue in some cases.
Thank you for your patience while we work to restore full service. We will provide further update soon.
WightFibre Customer Service Team
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