Our Outage procedure
Our network is monitored day and night by our Network Operations Centre, seven days a week. If an outage occurs, we work to identify the cause, understand how many customers are affected and restore the service as quickly as possible.
Depending on the cause, we may need to work with your accommodation team, an engineer or one of our network carriers. Once we have enough information, we will provide an estimated restoration time. This estimate may change as the investigation or repair progresses.
The quickest way to check for a large-scale outage is through the Service Status tool in your Glide account or the Glide app.
The Service Status will show the latest information available, including an estimated resolution time where possible. You are welcome to contact us, but during a large outage our phone, email and Live Chat services may be busier than usual.
What can cause an outage?
Network outages can have several causes. Select each heading below to find out more.
A loss of power to all or part of your accommodation is one of the most common causes of an outage. The lights and electrical sockets in your room may still work even when the part of the building containing the network equipment has lost power. We will contact your accommodation team to check for planned work, electrical faults or maintenance and may ask them to inspect the network equipment. If the outage is caused by the building’s power supply, your accommodation team or its electrical contractor will need to restore the power before the network service can recover. Network equipment can occasionally develop a fault. The number of customers affected will depend on which piece of equipment has failed and where it is located within the network. We will first check whether the fault can be resolved remotely. If a physical repair or replacement is required, we will arrange for an engineer to attend when the affected equipment is maintained by Glide. Fibre-optic cables carry data between your accommodation and the wider network. A cable can be damaged by roadworks, construction work, flooding or other incidents. Fibre damage usually requires a specialist engineer to locate and repair the affected section. We will work with the responsible network carrier and provide updates as the repair progresses. Not every outage begins inside your accommodation. A fault affecting a carrier connection, exchange, data centre or another part of the wider network may interrupt the service at one or more sites. In these situations, we will work with the organisation responsible for that part of the network and share confirmed updates through the Service Status tool.Loss of power
Equipment failure
Fibre damage
A fault elsewhere in the network
How many customers may be affected?
The size of an outage depends on where the fault has occurred. A problem with equipment serving one part of a building may affect only a small number of rooms, while damage to a main fibre connection or a fault further up the network may affect an entire accommodation site or several sites.
We will update the Service Status as more information becomes available. If no outage is shown and you are the only person affected, please follow our connection troubleshooting guide.
Want to talk to us?
If you would still like to speak with us, our Service Desk is available to help.
Call: 0333 123 0115
Email: studentsupport@glide.co.uk