Archive for the ‘VoIP’ Category

Emergency maintenance: VOIP systems

Posted: Tuesday, December 8th, 2015 at 12:39 by David Derrick

Following on from Saturday’s disruption we have discovered a problem with the VOIP databases which are affecting calls for some customers. Attempts to gracefully recover have failed so we will have to briefly stop and restart the database. This may cause calls to drop. Downtime will be less than 60 seconds and is expected to happen at 12:45.

  1. David Derrick says:

    The database has restarted successfully.

  2. Adam Heath says:

    There seems to have been a continuation of the database issue we previously identified which may be causing issues with inbound calls and amendments to call forwards. We are investigating on our side and will provide further information when it becomes available.

  3. Adam Heath says:

    We have resolved the immediate database issue and services now appear to be working again. Further remedial work is required and will be scheduled in due course.

VoIP Disruption

Posted: Saturday, December 5th, 2015 at 16:08 by Gurinder Bansal

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.

Planned maintenance:

Posted: Friday, December 4th, 2015 at 16:51 by David Derrick

Sunday 13 December 2015 01:00-02:00 GMT

During the above window we will be replacing the hardware for as part of a server refresh cycle. Downtime is expected to be less than five minutes but may be longer if we encounter problems. The back out plan will be to revert to the existing server.

  1. David Derrick says:

    This work has been postponed. We will post a new announcement when it has been rescheduled.

Incident: VoIP Disruption

Posted: Tuesday, November 17th, 2015 at 15:01 by Adam Heath

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: Incoming VOIP calls

Posted: Monday, March 23rd, 2015 at 10:15 by David Derrick

One of our suppliers has advised that they are currently experiencing an outage on their incoming call handling systems. Some customers may experience problems receiving calls from external phone networks.

  1. David Derrick says:

    Our supplier reports their incident is resolved and initial tests indicate that inbound calls are working correctly again.

Interxion Power – VoIP Impact

Posted: Monday, August 18th, 2014 at 09:51 by Adam Heath

Further to the post dated 14/8/2014 this is to provide further information on how our VoIP platform will be impacted. The work on the VoIP Platform is scheduled to take place between 00:00 and 05:00 on 2/9/2014.

VoIP Express and VoIP EasyAccess should experience no downtime.

VoIP Enrich customers will receive a loss of both signalling and media capability for a short period of time. It is estimated that the loss of service will not exceed 15 minutes during the above window. If at the close of the window or a comment to this post that the work is complete you find that some VoIP Enrich phones are not working then as a first step reboot the phone before contacting our support team.

  1. Jon Farmer says:

    This work is now completed.

Incident: VoIP Disruption

Posted: Thursday, April 3rd, 2014 at 15:32 by Gurinder Bansal

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.

Emergency VoIP Platform Maintenance.

Posted: Monday, December 16th, 2013 at 12:43 by Adam Heath

This is to advise that between 8pm and 10pm on Monday 16th December 2013 we will be performing emergency maintenance on the database servers for the VoIP platform. This work has been planned to not have any effect on the availability of the platform to end users while the work is being undertaken.


  1. Jon Farmer says:

    This maintenance is now complete.

Possible VoIP issues

Posted: Monday, October 29th, 2012 at 10:19 by Neil Watson

We are aware that one of our upstream suppliers has issues at the moment causing problems with our VoIP service. This is causing post dial delays and one way audio issues. In order to minimise the impact we have re-routed the calls which should help ease the issue until a fix is completed by the supplier. We will update as further information becomes available.

  1. Neil Watson says:

    The Supplier confirms the issue is now resolved. We would request all customers to retest the service and if further issues are experienced to contact the Technical Support Desk for further assistance.

New VoIP Signalling IP

Posted: Monday, September 19th, 2011 at 09:26 by Adam Heath

We will be introducing a new SIP signalling server on the 17th October 2011. This is to further improve the capacity and resilience of our VoIP platform. The IP of the new server is We will be configuring our system so that this new IP will be included in a SRV record for our main SIP server domains

Please ensure you configure your firewall and other systems to accepts this IP. This affects customers who use our VoIP Express and VoIP EasyAccess products.