An apology for disruption Tuesday 12 September

12 September 2023

We would like to apologise to customers caught up in disruption on the c2c network today.

What happened?

At approximately 6.30am this morning, all signalling was lost between Barking and West Ham.

Network Rail dispatched a team of engineers to the area who then discovered damage had been caused to the telecoms and signalling cables.

Because of the damage, a signal failure occurred, and no services could run on the London-bound track between Barking and West Ham until the telecoms and signalling cables could be repaired by Network Rail. This severely restricted the number of trains we could operate.

Arrangements were made for c2c tickets to be accepted on Greater Anglia and London Underground services to help provide alternative options for travel.

Once the issue was fixed by our Network Rail colleagues, we worked hard to recover the service for customers, with normal running commencing just after 13:00. However, the damage to the signals caused some knock-on delays and cancellations to our service.

Rob Mullen, c2c Managing Director said, “We are really sorry to all of our customers who were caught up in today’s disruption on the c2c route.

“We know this will have caused extensive delays to your journeys especially as it happened at the worst possible time during the morning peak. We worked closely with our Network Rail colleagues to try and get our services up and running as quickly as possible but we know this will have impacted many of our customer’s journeys today.”

Compensation for delays

If you were 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 were not 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, so 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.

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