Dear Customer,
We would like you to know about the following unplanned outage.
Service Affected: Hosted IPPBX interface and SIP cluster connection
Impact: Major Impact
Start Date: Tuesday, 16th of August 2016, 4:43 AM (BST)
End Date: See updates below
Status Report: Service Status
Description:
Some clients are reporting problems with the Hosted IPPBX web interface and SIP cluster connection.
Our technicians are on top of this and are trying to locate the issue and solve this asap.
We apologise for the inconvenience that this may cause and if there are any questions, please contact our technical support team.
Kindest Regards
Support team
Updates:
4:52 pm
The engineers have found the probable reason for the outage and are now working hard to solve the issue.
5:30 pm
The investigations show that the outage may be happening at a higher level.
It seems that it may have been caused by the failure of one of the core switches.
Our engineers are already on their way to the colocation centre with a replacement switch, and will be able to confirm if the problem is indeed switch-related, and if so, solve this immediately.
5:40 pm
Engineers on location have tried to force the standard redundant switch to take over but traffic is still picked up by the failing switch.
All efforts are focussed on getting a workable solution in place a.s.a.p.
The new, replacement switch is almost at the location.
5:50 pm
Replacement switch has arrived and implemented and we can see connections coming back up.
If your device has not re-registered itself, please do a reboot of the device as that should make sure it tries a new registration immediately.
We will still monitor this issue and any progress to make sure all services are back up and stay up.
6:10 pm
We're seeing many SIP Registrations coming in correctly and we're seeing calls being made and received, indicating that all services are indeed up and running and available to you, our clients, again.
We will intensely monitor everything for the next hour or so and will investigate how this issue could have happened and if / how we can prevent this in the future.
And, although we feel all should be ok again, if you feel that you are still having related issues, even after a restart / reboot of your device, please create a support ticket for this here and we will investigate this a.s.a.p.
We apologise for any inconvenience caused and thank you for your patience.
Tuesday, August 16, 2016
