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MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Jun 17, 04:20 AM (24 days ago)
CLOSED
Jun 17, 07:35 AM (24 days ago)
DESCRIPTION
We had a problem with part of our 'back end' systems that manage our voip service. This caused problems for calls and registrations. The issue was resolved at 7:35AM.
Resolution: The problem was caused by our Redis cluster backend failing to fail over. The cause of this is being investigated.

MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Jun 04, 10:40 AM (1 month ago)
CLOSED
Jun 04, 11:10 AM (1 month ago)
DESCRIPTION
One of our VoIP call servers has a problem, we've taken it out of service, but some calls would have been interrupted as part of this.
Resolution:

MINOR Closed VoIP
AFFECTED
VoIP
STARTED
May 02, 02:50 PM (2¼ months ago)
CLOSED
May 02, 04:21 PM (2¼ months ago)
DESCRIPTION
One of our upstream carriers is reporting intermittent problem with some incoming calls. This will be causing phone calls to some some of our customers not to work. Updates to follow as we get them.
Resolution:

From the carrier: Although we still have further detailed investigations to carry out, we are now confident we have isolated the underlying cause of today’s issues which eventually caused problems to both our inbound and outbound service to various extents plus resulted in some clients being unable to amend routing on numbers.

Our team have checked all systems are operational and will continue to monitor for some time yet. Meanwhile we will be working hard to understand the cause, the impact and the mitigation steps we need to take. This will take a little time and we ask that you bear with us for a couple of days to complete this work but we will ensure you have a full report on Tuesday at the latest.

Our usual monitoring, support and callout processes will remain in place all over the weekend and, due to today’s issues, we will have additional engineers doing manual checks throughout too but we do not anticipate any further disruption.

Please accept our sincerest apologies for the problems our network has caused you and your customers today, we take any outage extremely seriously but we appreciate this one was particularly disruptive for many clients and we assure you that we will be doing our utmost to prevent a similar situation from recurring in the future.


MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Jan 23, 10:03 AM (5½ months ago)
CLOSED
Jan 23, 10:14 AM (5½ months ago)
DESCRIPTION
We're investigating a problem with VoIP registrations having problems.
Resolution: Early indications looks to point the cause at our REDIS cluster having failing over when the master had a problem. Further investigations will continue.

MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Nov 28, 12:10 PM (7¼ months ago)
CLOSED
Dec 03, 10:50 AM (7¼ months ago)
DESCRIPTION
We're seeing problems with Zoipier and our VoIP service. Zoipier is a 3rd party soft phone that also has a service that manages calls via their own servers. We are seeing multiple registrations from the Zoipier servers. We're not yet sure of the cause or the impact this will have on our customers, but it looks like the Zoipier service is malfunctioning in some way.
Resolution: The issue has gone away... Zoiper say their side was working as expected, but us seeing hundreds of registrations per account from Zoipier didn't seen expected to us!

MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Nov 20, 10:35 AM (7½ months ago)
CLOSED
Nov 20, 11:30 AM (7½ months ago)
DESCRIPTION
One of our VoIP carriers is reporting that they are aware of some issues that may be impacting calls – engineers are investigating and more information will follow as soon as possible.
Resolution: One of our carriers had a problem affecting calls - this would have affected some inbound calls to some numbers that we host.

Our carrier reports: Following on from our earlier issues we are now confident that we have isolated the problem but the underlying cause is still being investigated. Our initial findings are, as you can expect, that the failover systems did not meet our expectations in this event and that itself will be taken on as a project by our team to ensure greater resilience going forward.


MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Jul 18, 09:00 AM (11¾ months ago)
CLOSED
Jul 18, 10:00 AM (11¾ months ago)
DESCRIPTION
There was intermittent problems with some calls unable to be connected. This has been tracked to a problem with our RADIUS servers which manage call routing logic and registrations.
Resolution:

MAINTENANCE Completed VoIP
AFFECTING
VoIP
STARTED
Jul 10, 03:00 AM (1 year ago)
CLOSED
Jul 17, 10:00 AM (11¾ months ago)
DESCRIPTION
We're upgrading the software on our VoIP servers, we do not anticipate any problems as customers will be moved off the device before the upgrade happens.
Resolution: This work has completed.

MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Apr 22, 12:14 PM (1 year ago)
CLOSED
Apr 22, 12:30 PM (1 year ago)
DESCRIPTION
Some customers are having problems with registering their VoIP phone. Investigations are underway. This will cause problems for some customers with receiving and making calls.
Resolution: There was a problem with us storing the port for some SIP registrations between 11:14 and 12:30 which was causing some registrations to fail.

MINOR Closed VoIP
AFFECTED
VoIP
STARTED
Mar 19, 03:20 PM (1¼ years ago)
CLOSED
Mar 19, 03:33 PM (1¼ years ago)
DESCRIPTION
We're investigating reports if some incoming calls not arriving/
Resolution: A change to the database on one of our backends caused phone registration information to fail which caused some incoming calls to fail. The change was reverted at 15:32 and calls are now working. This was a change that has been running in test systems successfully for weeks, but further investigations will be carried out.