Archive for the ‘VoIP’ Category

Planned Maintenance: VoIP

Posted: Thursday, November 7th, 2019 at 18:42 by David Brewis
Tuesday 12th November 2019 22:00 – 23:00
We are making improvements to our VoIP platform and would like to notify customers that planned maintenance will be carried out 12th November 2019 between 22:00 and 23:00 causing temporary disruption to service.  After the changes are complete your phones will re-register and normal service will resume.  Thank you for your cooperation during this time.

Resolved Incident: VoIP calls

Posted: Thursday, October 10th, 2019 at 15:35 by david labouchardiere

Good afternoon.

We are aware of an issue that was affecting some users on our VOIP platform. We believe the issue has now been resolved and request any users affected to now retest the service.

Please accept our apologies for any inconvenience caused.

Incident : VoIP calls

Posted: Friday, August 16th, 2019 at 12:19 by david labouchardiere

We are aware of an outage affecting calls on the VoIP platform at approximately 11:00 today. Service is now restored and our engineers are investigating the underlying cause.

Please ask any affected customers to reboot their equipment if they continue to experience issues.

We apologise for any inconvenience caused.

Incident: Voip Platform

Posted: Monday, April 29th, 2019 at 09:43 by Matthew Davies

We are aware of an issue that was affecting some users on our VOIP platform. We believe the issue has now been resolved and request any users affected to now retest the service.

Incident: Legacy VOIP platform

Posted: Friday, December 7th, 2018 at 15:24 by Matthew Davies

We are currently aware of an issue affecting some users on our legacy VOIP platform. Engineers are currently investigating and a further update will be provided by 4:30pm

  1. Matthew Davies says:

    Our engineers have now resolved the issue with our legacy VOIP platform and all services should now be restored. If issues persist please reboot any phones or servers before contacting technical support.

    More information on the cause of the issue will be forthcoming.

Planned work: Legacy VoIP platform

Posted: Friday, February 9th, 2018 at 16:14 by David Derrick

Monday 19 February 2018 22:00-23:59 GMT

During the above window we will be relocating some servers within our Telford datacentre. Where possible servers will be removed from active pools in advance to minimise disruption but some calls might disconnect if they are still in progress.

  1. Richard Partridge says:

    This maintenance work has now begun.

  2. Jamie Smith says:

    This work has now been completed.

Planned work: VoIP platform

Posted: Wednesday, November 22nd, 2017 at 12:48 by David Derrick

Wed 29 November 2017 08:00-09:00 GMT

During the above window we will be making changes to our VoIP platform to align with changes one of our suppliers will be making. This work has already been proved and our other supplier is unaffected so this is not expected to be customer affecting. No in-progress calls should drop.

  1. David Derrick says:

    This work was completed although it was necessary to restart some processes. Some calls may have dropped due to this. Monitoring indicates that calls are now completing as normal.

VoIP Disruption

Posted: Wednesday, August 23rd, 2017 at 10:14 by Adam Heath

We are aware of an issue currently affecting some VoIP services.  We are investigating the issue and will provide further information once it is available.

  1. Adam Heath says:

    Our investigations have led to an issue being identified with a specific upstream carrier. Our engineers are in correspondence with the relevant carrier for more information, which we will make available once obtained.

  2. Adam Heath says:

    Further information attained suggests the root cause may be a power issue with an upstream carrier. It has been advised that there are engineers working to restore service.

  3. Adam Heath says:

    The affected upstream carrier has confirmed that a small number of services have been restored, but there is still a significant amount of non-functional incoming services. Work is continuing towards restoration.

  4. Adam Heath says:

    We have started to see inbound services recover, following a way to reroute numbers in bulk being identified further upstream from ourselves. Internal testing here against numbers previously reported to us, also confirms this to be the case.

  5. Adam Heath says:

    An incident report for this issue is now available here.

Incident: VoIP Disruption

Posted: Thursday, July 13th, 2017 at 10:46 by Gurinder Bansal

Engineers are currently investigating an incident that is causing a loss of service on our VoIP platform. Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    Service has now been restored. We apologise for any inconvenience.

VoIP disruption

Posted: Wednesday, April 12th, 2017 at 15:39 by Adam Heath

We are aware that a number of users are having issues placing and receiving calls on the VoIP Enrich platform.  Engineers are currently working to restore service and we will provide further information when it becomes available.

  1. Adam Heath says:

    Service has been restored following our engineers restarting a process on one of the VoIP servers.