Intermittent incoming call problems
MINOR Closed VoIP
STATUS
Closed
AFFECTED
VoIP
STARTED
Jan 14, 01:00 PM (2½ months ago)
CLOSED
Jan 14, 05:30 PM (2½ months ago)
REFERENCE
33137 / AA33137
INFORMATION
  • INITIAL
    2½ months ago by Andrew

    We're investigating problems with some incoming calls on our VoIP service.

  • UPDATE
    2½ months ago by Andrew

    We've taken one of our call servers (a.voiceless) out of service, and devices should re-register against b.voiceless. We'll still investigating the cause of this.

  • UPDATE
    2½ months ago by Andrew

    Some calls are still being intermittent, we're still investigating.

  • UPDATE
    2½ months ago by Andrew

    This is still affecting some customers and we're still investigating.

  • UPDATE
    2½ months ago by Andrew

    The problem has been solved, we're reviewing, please re-register your phone.

  • RESOLUTION
    2½ months ago by Andrew

    This was quite a difficult problem to diagnose and we apologise to those affected. The problem affected, intermittently, about a quarter of phones that register to our VoIP service. Customers who we send calls to your own server or we redirect to other numbers were not affected.

    The problem was caused by a misconfigured or buggy phone which hit an edge-case bug in our code. This caused registration updates of that phone to fail. This only affected one of four back-end servers, but it did mean that further registration attempts from other phones to this back-end server also failed. A short term fix was applied and registration details were then being updated successfully.

    We do have already lots of monitoring and logging from our VoIP platform but this fault has shown that we can do better and we will be working to improve this so as to help diagnose faults quicker in future.

  • Closed