Welcome to the Support Center

We are passionate about delivering excellent support around the clock to ensure we deliver a world class customer experience.
Below are our latest support statistics:


33 m 14 s


Average Ticket Response Time

6 s


Average Call Waiting Time

3 m 42 s


Average Call Time

3h 22m


Average Fault Fix Time

97.9%


Faults Fixed within SLA

Follow FluidataNOC for 24/7 live network updates


Latest Support Updates

This page is updated directly by our support team who you
can contact directly by emailing support@fluidata.co.uk
or calling 0845 868 7848


Core Link Down – Adverse Weather Conditions – 28/12/2015

Posted on 28th December 2015

We have a core network link down due to flooding in the Leeds area, however we still have resilient feeds from Manchester to London nodes carrying the traffic load.

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COLT Network Issue

Posted on 2nd December 2015

At 4:14pm today we witnessed a short outage with selected COLT services in the London area. Service was restored shortly after, however performance issues have continued with a number of connections impacted by disconnections and high latency.   The incident has been escalated to senior network engineers within COLT and an update...

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BT Wholesale Leased Line Outage

Posted on 23rd October 2015

We have received a number of reported incidents for BT Wholesale leased lines that have lost connectivity this morning which we believe to be affected by a mass outage on the BT network. An investigation has commenced with BT Wholesale senior engineers and an update will be available shortly.

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BT Wholesale Leased Line Traffic Issue

Posted on 16th September 2015

From approximately 11:30am today we have witnessed a steady decline in traffic levels on one of our BT Wholesale NNIs. This is affecting a handful of services and BTW engineers are currently investigating the incident. Updates will be available in the next 30 minutes.

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Phone Issues

Posted on 24th June 2015

The incident now appears to have been cleared and inbound call traffic is operating as usual. At present this incident has not affected any connectivity services provided by Fluidata.

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Joule Services: AT-RISK

Posted on 1st May 2015

All fibre repair work has been completed by the 3rd party supplier. Services are no longer considered AT-RISK

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UPS Issue in HEX8/9

Posted on 22nd April 2015

One of our UPS units in HEX8/9 has failed so some devices are now running with single power feeds at present. Some services delivered out of HEX8/9 should be considered as being AT RISK at this time. We have an engineer due on site in the next 20 minutes to perform...

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TalkTalk Fibre/EFM Outage

Posted on 13th April 2015

This issue has now been resolved. Please contact our Support team if your connection is still experiencing issues - support@fluidata.co.uk - 0207 099 8999

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Fibre break – 3 Centro > London

Posted on 13th April 2015

This issue has now been resolved. Please contact our Support team if your connection is still experiencing issues - support@fluidata.co.uk - 0207 099 8999

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Network Outage

Posted on 7th April 2015

An outage report is being created for this incident and will be available on request by the end of the week. Please contact our Support team to receive this - support@fluidata.co.uk

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TalkTalk Fibre Break

Posted on 12th March 2015

TalkTalk have confirmed that service has been restored to all impacted exchanges. If you are still experiencing connectivity issues please report these to our Support team for further investigation on 02070998999 or support@fluidata.co.uk

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Mail Server Issue

Posted on 4th March 2015

These issues have now been resolved. All emails sent to Fluidata during the course of the incident will have belatedly reached their destination, however if you are still awaiting a response please try resending your email or place a call to the support desk.

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TalkTalk DSL Outage – Bloomsbury Exchange

Posted on 24th February 2015

At 21:59, TalkTalk issued a closure statement with the following detail regarding the resolution: “BT Power observed a DC deferred power alarm and, although this cleared, the TalkTalk kit remained down. BT Power tasked a field engineer to attend site to investigate further. The engineer identified that the DC breaker which...

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TalkTalk DSL Outage

Posted on 15th January 2015

The drop in sessions witnessed during this outage came as a result of TalkTalk losing a link between a core router in the Brentford Datacentre and Harbour Exchange, with all customers routing through the latter experiencing a loss of service. We are still awaiting confirmation of the root cause, however this...

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Outage: Incoming Calls

Posted on 14th January 2015

This issue has now been resolved

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