A problem on a 3rd party Network impacted the Internet connectivity between two different service providers that Squiz utilise for Internet transit and CDN for some customers hosted within our Australian Data Centres.
Squiz DXP services were unaffected
The service degradation began on Jan 23, 11:56 AEDT, and ended Jan 24, 10:22 AEDT when the 3rd party Network operator fixed their network. Squiz continued to monitor for any further impact for an extended length of time, and the incident was officially resolved Jan 24, 23:26 AEDT, once we received confirmation from our service provider as to the root cause.
This is a high-level summary of the key events during the incident. All times are in AEDT.
| Time | Event |
|---|---|
| Jan 23, 2026 | |
| 11:56 | Service Degradation begins. |
| 12:33 | First report of customer impact. |
| 12:34 onwards | Further reports of impacted services, and initial investigation to identify the cause. |
| 14:17 | A formal incident was declared and a response team assembled to investigate. |
| 15:49 | Following multiple attempted mitigation efforts by Squiz Technical Staff, and further analysis, the problem was escalated to Squiz’s Internet Transit and CDN service providers. |
| 19:24 | Squiz’s Service providers identify an issue with connectivity between each other, via a 3rd party network. |
| Jan 24, 2026 | |
| 09:02 | Signs of substantial service improvement. |
| 10:22 | Service degradation ends and monitoring begins. |
| 19:40 | Confirmation received from our transit service provider that the 3rd party network operator implemented a fix at the time we saw services return to normal. |
| 23:26 | Incident Resolved |
A subset of Squiz customers with sites hosted within those Data Centres, (those whose service was dependent on both these service providers) experienced mild to severe service degradation throughout this incident - typically manifesting as pages failing to load, excessive load times, and an inability to access administration interfaces.
As a result, this incident was classified as a Priority 1. DXP services were unaffected.
The incident was caused by a problem on a 3rd party Network between two different service providers that Squiz utilise for Internet transit and CDN for some customers hosted within our Australian Data Centres.The issue occurred outside our platform and network boundary, and that of all our immediate partners and service providers.
No technical corrective actions were noted for Squiz, as the incident was due to a problem with a third-party network with whom Squiz does not have a relationship.