SERVICE UPDATE

25th April 2022

Working hard to get you on back online

Thank you for your continued patience while we work to resolve the ongoing outage. We appreciate you have been without service for some time now and want to assure you that we are doing all we can to get you back online as quickly as possible.

Viasat, the satellite owner, are working hard to supply us with replacement modems, which we are sending straight out as soon as we receive them. Unfortunately, we have not yet received enough modems to supply all our customers, but we have been assured by Viasat that we are receiving these as soon as they are available.

 

What happens next?

We will be in touch via email and SMS as soon as we have a modem for you. We will request that you confirm your delivery address if you have not already done so and will then send the modem to the address you specify.

When you receive your replacement modem, you simply need to follow the instructions provided in the box and you will be back online straight away.

 

What happened?

On the 24th of February, the KA-Sat satellite network was disrupted across several countries in Europe due to a cyber attack, leading to an interruption of broadband services for some customers (including some bigblu customers) on the network. National cyber authorities are still investigating the incident and have not yet confirmed the source. Multiple news agencies are reporting that Russia was behind the attack and that Ukraine was the target.

Viasat Inc. is the owner and network provider for the KA-Sat satellite. We at bigblu work with Viasat to bring this satellite service to customers across Europe. We look after you, our customers, but do not control the satellite or the ground network.

The cyber attack led to an issue with some modems used with the KA-Sat satellite network (including some of our customers), meaning they need to be replaced.