CI-26-33: Product Degradation: Calix Service Cloud (CSC)>> Subscriber Management

Update timeline

1. investigating Jun 02, 2026, 06:30 PM UTC

   Status: Investigating Start Time: 07:30 AM PST 06/02/26 Issue: We are investigating reports of Intermittent failures when updating subscriber equipment in Calix Service Cloud. Workflows such as swapping/associating systems may report success, but the cloud state does not reflect the change (e.g., prior system remains attached, new system shows “already attached,” or duplicate ONTs appear). Some provisioning actions may return a 500 Internal Server Error. Product: Calix Service Cloud Scope: US Subs Impacted: Yes Business Impact: BSP users may be unable to successfully update/attach subscriber equipment (e.g., RG/GS/ONT association) and may observe stale or inconsistent device attachment state in the cloud, blocking provisioning and turn-up workflows. Workaround: None at this point of time. Current Activity: Earlier this morning, we identified intermittent disruption affecting CSC services. Our teams are actively engaged and investigating. Incident Manager: Abhishek Moundekar Next Update: 12:00 PM PST

2. identified Jun 02, 2026, 07:42 PM UTC

   Status: Identified Start Time: 07:30 AM PST 06/02/26 Issue: We are investigating reports of Intermittent failures when updating subscriber equipment in Calix Service Cloud. Workflows such as swapping/associating systems may report success, but the cloud state does not reflect the change (e.g., prior system remains attached, new system shows “already attached,” or duplicate ONTs appear). Some provisioning actions may return a 500 Internal Server Error. Product: Calix Service Cloud Scope: US Subs Impacted: Yes Business Impact: BSP users may be unable to successfully update/attach subscriber equipment (e.g., RG/GS/ONT association) and may observe stale or inconsistent device attachment state in the cloud, blocking provisioning and turn-up workflows. Workaround: None at this point of time. Current Activity: The Cloud team has identified the cause of the intermittent issue impacting CSC services and is planning to implement a fix later tonight. In the meantime, systems are stable, and teams are actively monitoring the environment to maintain stability and quickly respond to any recurrence. You may still experience brief service disruptions during this period. If you continue to experience issues, please open a TAC case for assistance. We appreciate your patience as we work toward full resolution. Incident Manager: Abhishek Moundekar Next Update: 12:00 AM PST 5/3/2026