8x8 experienced a major incident on October 16, 2026 affecting Contact Center UK3 and EU4 and 1 more component, lasting 1h 49m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 16, 2026, 09:19 AM UTC
8x8 Is currently investigating reports in the UK region of issues with inbound calling, symptoms covering call quality issues such as crackling or silence. We are working on resolving the issue and updates will be provided as they become available.
- identified Oct 16, 2026, 09:27 AM UTC
8x8 has identified the issue affecting inbound calling in the UK region, leading to call quality issues such as poor quality audio or silence. Initial checks indicate an ongoing issue with a carrier leading to the aforementioned symptoms. We will continue investigating and provide further updates as they become available.
- investigating Oct 16, 2026, 09:46 AM UTC
We continue investigating the incident affecting one of our Carrier partners in the UK region where customers are experiencing poor call quality, with crackling or silence on inbound calls. Issue can be tracked on their page as well for further information: https://gammagroup.co/support/service-status/. We will provide further updates as they become available and we apologise for the inconvenience this may have caused.
- investigating Oct 16, 2026, 10:07 AM UTC
The latest update of our Carrier partner reads that voice traffic has been rerouted from an interconnect where the fault behaviour was observed. Voice quality stats are encouraging but not in the desired metric they expected. They are now engaging with an upstream carrier on the fault and the next update is expected at 11:00 UTC. We apologise for the inconvenience this may have caused.
- resolved Oct 16, 2026, 11:08 AM UTC
Our Carrier partner is now satisfied that the re-route action has resolved the call quality issues experienced by customers. Testing and customer feedback are positive, inbound calling now working with no audio issues. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.