Posts Tagged ‘VoIP’

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.

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.

VoIP Disruption

Posted: Saturday, December 5th, 2015 at 16:08 by Mark Yardley

We are currently aware of an issue affecting some users of our VoIP platform. Engineers are investigating and a further update will be provided when available.

  1. Mark Yardley says:

    Engineers have now rectified the issue and can see calls are establishing normally. We will continue to monitor to ensure there are no further problems.

Incident: VoIP Disruption

Posted: Tuesday, November 17th, 2015 at 15:01 by Ben Bliss

We are currently aware of an issue which is affecting outbound calls across our VoIP platform.
Initial investigation shows this to be down to one of our upstream providers. We are now routing calls to alternate providers while this is being investigated.
Further information will be provided as and when it becomes available.

  1. Ben Bliss says:

    We are currently awaiting further information from our affected upstream provider.

    While currently not proven, indications are that the problems being experienced are as a direct result of the power issues currently being experienced within Telecity.

    We are continuing to monitor the situation, and will provide a further update as and when additional information is available.

  2. Ben Bliss says:

    Further to the last post, connectivity to the affected upstream provider was re-established shortly before 5pm.

    However, testing has indicated there are still issues with their systems, so we have not re-established call routing to them at this time.

    We will continue to monitor the situation, and as soon as we receive information to advise the issues within their network are resolved, we will provide a further update.

  3. Ben Bliss says:

    Following further investigation and the resolution of various issues within the upstream suppliers network caused by the earlier power failure in Telecity, we are satisfied that we can now start sending calls via the affected carrier.

    As such, we have recommenced sending calls to the affected provider, and all appears to be working correctly.

    We will continue to monitor the situation and provide further updates if necessary.

Incident: VoIP Disruption

Posted: Thursday, April 3rd, 2014 at 15:32 by Richard Partridge

We’re currently aware of and investigating an issue which is causing audio difficulties across our VoIP platform.

Further information will be provided as and when it becomes available.

  1. Richard Partridge says:

    We’ve now seen that stability has returned to the platform. The issue appeared to relate to problems being experienced by an upstream carrier.

New VoIP IP Correction

Posted: Wednesday, October 19th, 2011 at 11:49 by Jon Farmer

It has come to light that my post on the 19th September 2011 had an error. The correct IP is 87.127.215.254. Please accept my apologies for any inconvenience this oversight has caused.

New VoIP Media IPs

Posted: Sunday, August 14th, 2011 at 11:41 by Jon Farmer

This a reminder that week starting 5th September 2011 we shall be introducing 2 new media servers. If you are a SIP trunking (VoIP Easy Access)  customer you will need to trust these IP to ensure you don’t inadvertently block legitimate calls. The new IP are;

87.127.215.254
188.39.62.242

We will make the necessary changes on behalf of VoIP Enrich customers and any other customers we manage.

 

VoIP Enrich

Posted: Tuesday, July 12th, 2011 at 09:49 by Jon Farmer

We are currently experiencing major issues on the VoIP Enrich platform. The issue is effecting both inbound and outbound calls. Engineers are on route.

  1. Jon Farmer says:

    *** UPDATE ****

    Engineers are currently travelling to the data centre where the effected systems are located. ETA is 12:00.

  2. Neil Watson says:

    Our engineers have confirmed that they are approximately 6 miles away from the data centre but are currently being held up by traffic. They will be on site as soon as possible. Apologies for the delays and inconvenience caused.

  3. Neil Watson says:

    Engineers have now been on site for a short while and are attempting to recover the service. This work continues with remote support from our Telford HQ. Naturally we’re working to restore the service as soon as possible. Apologies for the problems.

  4. Neil Watson says:

    Our engineers have identified the issue and are currently implementing a tactical solution to the problem. This means that service is being returned to some customers as they are being moved over to alternative hardware, this process will take some time to complete however. We will continue to work to restore all services as soon as possible and wish to apologise to all affected customers.

  5. Neil Watson says:

    Our engineers have now confirmed that outbound calls are working for all users. We continue to work to restore the inbound service. It is anticipated that users will begin to work as they are moved over to alternative hardware and this will take some time to complete. We will continue to work to do this as a matter of urgency.

  6. Neil Watson says:

    We can now confirm that both inbound and outbound traffic are now operational. Customers that firewall their service may need to open ports for an alterntive IP for the media server, as this has had to be changed. The new details are:

    IP:87.127.234.39
    Ports: 10000-20000 UDP

    Again, apologies for the problems experienced, an incident report will be compiled over the coming days.

  7. Jon Farmer says:

    As this is new hardware you will need to login any extensions that are members of call queues. You will find instructions how to do this via your VoIP Enrich handbook found on the web portal.

  8. Ryan Berrisford says:

    An incident report for this issue is now available here.

VoIP Enrich Call Setup Issues

Posted: Wednesday, July 6th, 2011 at 14:29 by Jon Farmer

We experienced a database problem that prevented customers making and receiving calls for around 20 minutes starting at 2pm. This issue is now resolved and engineers are monitoring the servers involved.

Please accept our apologies for any inconvenience caused.

Intermittent No Audio Issues on VoIP Enrich

Posted: Wednesday, November 10th, 2010 at 09:43 by Jon Farmer

We are currently seeing a small number of calls made through our VoIP Enrich platform suffering from a “No Audio” issue. We have identified the cause of this issue. The fix requires a restart of one of the servers and this will be performed out of main business hours this evening.

We apologise for any inconvenience this may cause you.

  1. Jon Farmer says:

    Due to a big increase in the number of calls that were being affected by these issues we took the decision to restart the server. This cut-off all calls that were in progress on this server. Since the restart we have not seen a re-occurrence of this issue. We will continue to monitor for the rest of the day.