Dear Customers

Please see the following update from Nasstar NOC.

Escalation Level: Incident Management

19-10-2025 23:28:00

Nasstar Incident Notification: Update

End Time: TBC

Summary: Loss of services (Multiple sites)

• A technical bridge remains active, with multiple Subject Matter Experts (SMEs) analysing the network routes.

• Some sites were successfully restored through port resets; however, not all were resolved using this method.

• Traffic preference was reconfigured to favour the Derby link over the Telehouse link, which resolved the remaining issues.

• A ticket has been raised with the relevant vendor regarding the Telehouse link on behalf of emPSN, as evidence suggests faults with this connection.

• The impact has been mitigated. The customer has been informed and has agreed to move into a monitoring state while follow-up actions continue.

20:00:00 2025/10/20

• Nasstar continue to have a workaround in place to ensure network stability

• Nasstar continues to work with a third-party vendor to understand the root cause and deploy a solution to resolve

Update 08:30:00 2025/10/21

• Nasstar continue to work with third-party vendor

Regards

emPSN Support