ConnectMe calls being disconnected after 30 minutes

Update timeline

1. investigating Jun 12, 2026, 01:23 PM UTC

   We are currently investigating an issue affecting the ConnectMe product in the EU West and Nordics regions. This is causing calls to disconnect after 30 minutes for users in the affected areas. Our teams are working to identify the root cause and implement a resolution. Updates will be provided every 60 minutes as we learn more. We apologise for any inconvenience caused and appreciate your patience during this time. Dstny Support

2. investigating Jun 12, 2026, 02:46 PM UTC

   We are actively investigating this incident in collaboration with our Platform team and are exploring multiple resolution paths while also working to reproduce the issue. We are implementing measures to reduce user impact wherever possible and will provide a further update within the next 60 minutes. Thank you for your continued patience and understanding during this time. Dstny Support

3. investigating Jun 12, 2026, 03:47 PM UTC

   We are continuing to investigate this incident in collaboration with our Platform team and have identified a potential mitigation, which is currently being tested in a controlled lab environment. Subject to successful validation, we will provide a further update prior to any deployment into the live environment. In parallel, we are continuing to take steps to minimise user impact wherever possible. We will provide the next update within the next 60 minutes. Thank you for your continued patience. Dstny Support

4. identified Jun 12, 2026, 04:55 PM UTC

   We are continuing to investigate this incident in collaboration with our Platform team and have identified a potential mitigation, which has shown positive results during initial testing. We are now extending testing across all relevant lab environments to ensure the fix is stable and effective. Once validation is complete, we will plan a staged rollout of the fix later this evening. Further updates will be provided as this progresses. In parallel, we continue to take steps to minimise user impact wherever possible. We will provide the next update within the next 60 minutes. Thank you for your continued patience. Dstny Support

5. resolved Jun 15, 2026, 11:57 AM UTC

   We are pleased to confirm that this incident has been fully resolved. Monitoring commenced at 18:45 following the deployment of corrective measures on 12th June and continued over the weekend, during which no recurrence or further impact was observed. We have determined the root cause and 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

6. postmortem Jun 18, 2026, 02:20 PM UTC

   **Incident Summary** From 22:00 UTC on the 4th June until 18:00 UTC on the 12th June 2026, a subset of customers using the ConnectMe service in the EU West and Nordics regions experienced unexpected call disconnections after exactly 30 minutes. Following reports of this behaviour, engineering teams identified a software issue and deployed a permanent fix. Service was fully restored at 18:00 UTC on the 12th June, with all services verified as stable. **Root Cause** The issue was caused by a software defect introduced during a recent platform update that affected the handling of call signalling. Specifically, the bug prevented the system from correctly processing "keep-alive" messages and session refresh signals. Because these signals were not being acknowledged, the system incorrectly determined that the call was no longer active once the 30-minute session timer expired, leading to an automatic disconnection. This impact was limited to specific scenarios where session timer configurations differed between the core network and the application. **Incident Resolution** Technical teams identified the specific code error responsible for the signalling failure and developed a permanent software fix. To restore service immediately, engineers adjusted session management settings across the affected call paths to prevent any further premature disconnections. The permanent update was then successfully deployed and validated, ensuring that long-duration calls now remain stable across the network. **Mitigative Actions** * Update system configuration standards to ensure call timers are handled consistently across all service components. * Enhance platform monitoring by adding new metrics to track and alert on session management errors. * Implement new automated production testing specifically focused on validating the stability of long-duration calls. * Review internal deployment procedures to improve the detection of signalling issues during the initial release phase. **Timeline \(UTC\)** * 04 Jun 2026, 22:00 - A scheduled platform update was deployed to the EU West and Nordics regions. * 11 Jun 2026, 08:41 - The first report of 30-minute call disconnections was received by Support. * 12 Jun 2026, 13:07 - A Major Incident was declared following further reports; engineering teams commenced an investigation. * 12 Jun 2026, 15:05 - The root cause was identified, and a software fix was developed and moved into testing. * 12 Jun 2026, 18:00 - The fix was successfully deployed to the production environment, restoring full service stability. * 16 Jun 2026, 11:00 - The fix was deployed to the Staging/UAT environment to ensure all non-production platforms were aligned.