Storm Eowyn
Storm Eowyn has caused unprecedented damage to our network, particularly in Northern Ireland and parts of Scotland.
Here’s a snapshot of how the storm’s affected our network and what we’re doing to fix it.
1) Preparations
Knowing the storm was on its way, we moved specialist repair equipment closer to the areas expected to be worst hit and had teams of engineers on standby for rapid deployment. Our customer service teams were also prepared to track and assess the damage, making sure we could prioritise repairs effectively.
2) Safety first
Keeping our people and the public safe is always our top priority, so we asked engineers to remain indoors during red weather warnings. In amber warning zones, we carried out rigorous risk assessments before any work began.
3) Impacts from power cuts
Much of our infrastructure relies on mains power, so inevitably some of our equipment has been affected by power outages. Fortunately, our backup systems – including generators and batteries - keep many services running while power companies work on repairs. In areas without physical damage, broadband and phone services should automatically return as soon as power’s restored.
4) Managing unprecedented workloads
Even with well-established processes, an extreme event like this puts enormous pressure on our systems.
On Friday 24th January alone, we received a 1,400 per cent increase in public contacts than on a typical day.
To handle the surge in reports, we’ve brought in more people but wait times for reporting damage to our network are longer than usual, and we appreciate people’s patience.
5) Replacing damaged poles
Openreach has over four million poles across the UK, and they’re all designed to withstand tough conditions. But the sheer force of Storm Eowyn, and so many falling trees, has left more than 500 poles badly damaged, with reports continuing to come in.
Replacing poles is one of the most complex jobs we do. It needs specialist equipment and engineers, specific safety measures, and often permissions for road closures with temporary traffic lights. In some areas, we’re replacing multiple poles making the whole process even more time-consuming.
Why do we use poles rather than burying every cable underground? It’s a lot to do with the economics, but also the disruption to communities that digging underground ducts entails. It’s not just hugely expensive to build networks underground, it also means far more road works and closures, bringing communities to a standstill.
We want to deliver a fast, reliable and – crucially - affordable service to millions of homes and businesses – and that’s what we’re doing. Our network has hundreds of competing service providers offering a big choice of products and services, and we’re constantly innovating to deliver the most resilient infrastructure possible in the most efficient way.
It’s also worth bearing in mind that underground networks aren’t immune from extreme weather events like flooding.
6) Rapid repairs
The moment red weather warnings were lifted, and it was safe, we got to work. Since then, we’ve not stopped.
Thousands of engineers are working around the clock, and we’ve moved teams from less-affected parts of the UK to help with repairs in Northern Ireland and Scotland. We’re also using equipment that’s normally reserved for training to help clear the backlog.
7) We won’t stop
We know how frustrating it is to lose your broadband and phone services, so we’re working as fast as we can. But the reality is that some repairs, like pole replacements, can be very complex and take more time.
We’re keeping our service provider customers updated regularly on our progress so they can share the latest information about repairs and disruptions with their customers.
A huge thank you
We want to give a massive thank you to all our people who are working tirelessly. They’re battling the elements, putting in extra hours, and traveling away from their families to support colleagues in Northern Ireland and Scotland.
We also really appreciate the patience and support of communities still without power and connectivity. We’re doing everything we can to get you back online as quickly as possible.
