09 September 2026 •
We are very sorry for the disruption our customers are experiencing since yesterday on the c2c route.
What happened?
At approximately 13:25 on Wednesday 8 September, we were alerted to an issue with the signalling system in the Grays area. This meant that we couldn’t run trains via Grays on the Ockendon or Rainham lines. Our GBR Anglia engineers investigated the issue and found that the cables had been damaged by rodents. The team were hopeful the cables could be repaired overnight but unfortunately the damage was too extensive and disruption has affected customers today.
The line has now reopened but there may still be delays and cancellations this evening. If you are travelling with us today, please check before you travel.
Arrangements were made for c2c tickets to be accepted on Greater Anglia, London Underground services and First Buses 100 and 200. Rail replacement buses have been running between Pitsea and Upminster via affected stations.
Rob Mullen, Chief Customer and Commercial Officer for GBR Anglia, said: “I am really sorry to all our customers who have been caught up in the disruption on the c2c route yesterday and today.
“I appreciate this has been a hugely frustrating experience especially as the disruption occurred during both the evening and morning peaks. Our colleagues across GBR Anglia have been working together to get customers and freight moving as soon as possible, but unfortunately the damage to the signalling cables was too complex to be fixed overnight.
“If you were affected, I would encourage you to please fill in this form to let us know how we can improve during service disruption.”
Compensation for delays
If you have been delayed, you will be eligible for compensation for your journey. Find out more about the compensation we offer, and how to claim, here.
c2c smartcard users: You will receive automatic compensation provided you tapped your Smartcard at both the start and end of your journey. If you have not been able to do so, you will have to make a manual claim for your delay. This is because our system will not have full information about your journey and cannot calculate your automatic compensation. We recommend you check your online account to ensure our automatic payments do reflect your actual delay. If you feel they do not, you can use your online account to correct the automatic system or alternatively submit a manual claim.
Paper ticket holders, Oyster and contactless card users: Please fill out your details on this online delay repay form.
Contactless customers: Customers who travelled from a c2c station using pay as you with contactless ticketing can claim delay repay by providing the full details of their affected journey. You can access your journey history and statement from the Transport for London website by following these steps:
Go to https://contactless.tfl.gov.uk/ and then click on 7 day contactless history tab
When prompted enter your personal information (name, address and email) and details of the contactless card used for the delayed journey
Once the payment card has been located, the site will display a list of all journeys and payments made within the last 7 days.
At the bottom of the page there is a button where you can ‘download statement’
This statement should be attached to your Delay Repay Claim: c2c Delay Repay | Claim Compensation on 15 Minute+ Delays