Archive for the ‘VoIP’ Category

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 Richard Partridge

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.

Incident: VoIP Disruption

Posted: Wednesday, February 1st, 2017 at 09:37 by Mark Yardley

We are currently aware of an issue affecting some VoIP Enrich customers. Engineers are currently investigating and further updates will be provided as and when they become available.

  1. Richard Partridge says:

    The issue has been rectified and normal service has now resumed. Engineers will continue to monitor the platform closely.

Incident: VoIP Disruption

Posted: Friday, January 6th, 2017 at 10:18 by Richard Partridge

We are currently aware of an issue affecting outbound calls. Engineers are currently investigating and further updates will be provided as and when they become available.

  1. Richard Partridge says:

    The issue has now been rectified and normal service has now resumed. Engineers will continue to monitor the platform closely.

Incident: VoIP Disruption

Posted: Wednesday, November 2nd, 2016 at 15:45 by Richard Partridge

One of our upstream carriers is experiencing difficulties which is having an adverse affect on outbound call setups. Engineers are working to bypass this problem and direct outbound calls towards other carriers.

Further updates will be provided as and when they become available.

  1. Richard Partridge says:

    The affected carrier has now been bypassed.

  2. Richard Partridge says:

    The upstream carrier has acknowledged the problem and is working on a resolution. We will continue to re-route calls around this problem until a solution has been put in place.

  3. David Derrick says:

    The affected carrier resolved their problem and has now been brought back into service.

VoIP Enrich Incident

Posted: Monday, April 18th, 2016 at 13:39 by Adam Heath

We are aware of a potential problem on the VoIP Enrich platform.  Engineers are currently investigating and we will post further information as it becomes available.

  1. Adam Heath says:

    Our NOC engineers have confirmed that one of the media servers had crashed. They restarted the process and service seems to have been restored.

    Engineers will be investigating the crash log in an attempt to ascertain the cause.