Dstny experienced a major incident on November 26, 2025 affecting EU, lasting 1d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 26, 2025, 02:13 PM UTC
We are currently investigating a potential incident affecting Core services in the DSTNY FOX region. Our teams are actively working to identify the scope of the issue and are addressing a related network routing problem impacting access to Core services and associated applications. We will provide updates every 60 minutes as we gather more information. Thank you for your patience as we work to address this matter. Dstny Support
- monitoring Nov 26, 2025, 02:47 PM UTC
We are writing to inform you that an issue occurred earlier affecting Core services in the DSTNY FOX region. The incident has been fully resolved, and services have been restored. This may have caused issues with setting up and receiving inbound calls for users during the affected period. User registrations were not impacted. A change was made earlier today as part of routine maintenance, which we suspect may have been the cause of the issue. Services have been restored following a rollback of this change. We will continue to monitor the situation for the next 24 hours to ensure there is no further impact. Thank you for your understanding, and we appreciate your continued patience. If you have any questions or concerns, please don’t hesitate to contact our support team. Dstny Support
- resolved Nov 27, 2025, 04:20 PM UTC
We are pleased to confirm that this incident has been fully resolved. Over the past 24 hours, we have closely monitored the situation and observed no recurrence or further impact. We have determined the root cause and have implemented measures to prevent future occurrences. To provide transparency and insight into the incident, a detailed post-mortem report will be made available within the next 5 business days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. Should you have any further questions or concerns, please feel free to reach out to our support team. Thank you, Dstny Support
- postmortem Dec 04, 2025, 09:58 AM UTC
**Major Incident Category** Service Outage **Post Mortem Owner** Ant Hurlock **Date Post Mortem Completed \(UTC\)** 03 Dec 2025, 10:35 **Incident Summary** On 26th November 2025, at 13:44 UTC, customers using the DSTNY SE FOX Core service experienced a temporary outage affecting all new inbound and outbound calls. The issue was detected proactively through our alerting platform. Recovery was achieved at 13:50 UTC by promptly rolling back a recent configuration change, restoring normal service for all affected customers. Calls already in progress were not impacted during the incident. **Root Cause** The incident was caused by a configuration change intended to improve network access. During this change, the network link between two data centres was taken out of service, resulting in a loss of connectivity between them. This link failure went unnoticed at the time because there was insufficient monitoring and alerting for link failures between the data centres. The issue was later identified through alerts generated by the Core alerting platform. This alerting functioned as expected and is separate from the missing monitoring and alerting on the inter‑datacentre link. As a result, when the configuration change was applied and the network link went down, connectivity was lost and call services were disrupted. **Incident Resolution** The issue was resolved promptly by rolling back the recent configuration change, which restored the previous network settings and re-established connectivity. This action reinstated normal service for all affected customers within six minutes of the initial disruption. **Mitigative Actions** * Implementation of enhanced monitoring and alerting for critical network connections to ensure any future failures are immediately detected. * Review and improvement of change management procedures to ensure all changes are subject to appropriate testing and risk assessment, even for standard maintenance. * Additional training and awareness for operational teams regarding the importance of monitoring and pre-change checks.