Internet Service Outage
Root Cause & Resolution

On February 17, 2025, Bridgenet Communications experienced a service disruption affecting certain areas within the FTTH and Wireless (Tarana) footprint. The outage was caused by a failure in a primary STP (Spanning Tree Protocol) core device, which disrupted network routing and triggered a root bridge re-election process requiring manual intervention. Internet-dependent services — including cloud applications, email, VoIP, and remote access — were unavailable for impacted areas during this period. Service was fully restored on February 19, 2025.

• February 17 — Outage Begins Certain areas within the Bridgenet footprint were observed to not be reachable (FTTH and Wireless - Tarana) following an STP core device failure.
• February 17 — Incident Declared Network operations team notified; investigation begins into STP topology instability and root bridge re-election activity.
• February 17–18 — Root Cause Identified Primary STP core device confirmed unreachable; device determined to be no longer routing STP traffic to the next available host, triggering an uncontrolled root re-election process.
• February 18 — Remediation Underway Failed primary root device removed from the network. Impacted network segments manually reconfigured and reassigned to the Nexus platform.
• February 19 — Service Fully Restored Full internet connectivity confirmed across all sites following successful Nexus platform migration. Enhanced monitoring activated.

Bridgenet has conducted a full root cause analysis as part of our internal post-incident review. A complete technical RCA report is available upon request for enterprise customers.

We have identified 10 remediation items. The following are the highest-priority actions being taken to prevent recurrence.

• 1
  Failover validation — Reconfigured and tested automatic ISP failover with corrected BGP health-check thresholds.
  In Progress
• 2
  On-site spare hardware — Procuring standby edge router hardware to reduce hardware swap time in future incidents.
  Planned
• 3
  Change management process — Implementing formal peer review and post-change validation for all network configuration changes.
  Planned
• 4
  Out-of-band management — Deploying 4G/LTE backup management access on critical network devices to enable remote remediation.
  Planned
• 5
  Enhanced monitoring & alerting — Auditing and improving real-time alerts for BGP sessions, WAN health, and ISP circuit availability.
  In Progress
• 6
  Quarterly failover drills — Scheduling regular drills to validate ISP redundancy and on-call response procedures going forward.
  Planned

Questions about this incident?

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