'Cross talk' audio problems on some VoIP calls
MINOR Closed Ported VoiP Numbers
POST CREATED
Aug 02, 03:20 PM (9¼ days ago)
STATUS
Closed
AFFECTED
Ported VoiP Numbers
STARTED
Aug 01, 12:00 PM (10½ days ago)
CLOSED
Aug 03, 09:30 AM (8½ days ago)
REFERENCE
42450 / AA42450
INFORMATION
  • INITIAL
    Post created: 9¼ days ago by Andrew

    Since Monday we've had reports of strange audio problems with some VoIP calls. It sounds like some calls are hearing audio from other calls.

    Updated description: This is affecting calls from mobiles to former BT numbers that have been ported. The fault is somewhere within the BT telephone network. We reported this to our carrier on August 1st.

  • UPDATE
    9¼ days ago by Andrew

    This seems to be limited to numbers that have been ported from BT to us, it's only happening on one of our carriers. Our carrier has confirmed that they are investigating an audio problem with BT that is affecting audio on certain routes.

  • UPDATE
    9¼ days ago by Andrew

    It does seem like this is a problem within BT's telephone network, upstream of our carrier. We are trying to get more information about the problem and will post again when we have more information.

  • UPDATE
    9¼ days ago by Andrew

    We have heard that this audio problem is also affecting other VoIP providers who use the same carrier.

  • UPDATE
    9¼ days ago by Andrew

    Our carier says 'The fault has been escalated several times, and we are continuing to chase regularly for updates. Please continue to send examples of calls that have been affected by the issue so we can keep the fault log as current as possible.'

  • UPDATE
    8½ days ago by Andrew

    We're waiting for updates from the carrier (Who will be waiting for updates from BT).

  • UPDATE
    8½ days ago by Andrew

    The carrier says: "We have been advised of changes to the routing on the range holders side this morning. Can you please provide any examples after 9:30am this morning to see if this issue is still present."

    If our customers are still experiencing the problem then please do get in touch.

  • UPDATE
    8½ days ago by Andrew

    We have had further reports of problems, and our own testing has not had problems either. We have asked our carrier for more details about what the cause of the problem was, we'll post that here if/when we get the information.

  • UPDATE
    8½ days ago by Andrew

    Further update from our carrier with a little more info:

    Following on from this notice, BT confirmed that they removed a faulty circuit from their routing at 17:45 last night [2nd August]. So far, all of our testing this morning appears to show that this change has resolved the issue.

  • UPDATE
    8¼ days ago by Andrew

    Further info from our carrier:

    We received this follow up from the BT faults team about the issue; Yesterday evening we identified and removed from use a faulty circuit used within the network to transport calls from an exchange in Swindon to London before being delivered to Magrathea's interconnects. At the moment this change appears to have fixed the audio issue as we're no longer receiving reports from customers. But if you do receive any reports affecting BT ported numbers please let me know

  • Closed