Freshcaller incident

High Packet Loss for Inbound Voice Calls in Great Britain, Northern Ireland, the Netherlands, France and Norway

Minor Resolved View vendor source →

Freshcaller experienced a minor incident on February 16, 2021 affecting Inbound Calls, lasting 2d 4h. The incident has been resolved; the full update timeline is below.

Started
Feb 16, 2021, 02:45 PM UTC
Resolved
Feb 18, 2021, 07:35 PM UTC
Duration
2d 4h
Detected by Pingoru
Feb 16, 2021, 02:45 PM UTC

Affected components

Inbound Calls

Update timeline

  1. investigating Feb 16, 2021, 02:45 PM UTC

    Our service provider have detected a potential issue with Programmable Voice. We are currently in touch with our service provider to resolve the issue. We will update as soon as we have more information.

  2. investigating Feb 16, 2021, 02:55 PM UTC

    We are investigating with our service provider on high packet loss for inbound Voice calls in Great Britain and Northern Island. We expect to provide an update in 1 hour or as soon as more information becomes available.

  3. investigating Feb 16, 2021, 03:53 PM UTC

    We are continuing to investigating with our service provider on experience high packet loss for inbound Voice calls in Great Britain and Northern Ireland. We will provide another update in 2 hours or as soon as more information becomes available.

  4. investigating Feb 16, 2021, 05:51 PM UTC

    We are continuing to experience high packet loss for inbound Voice calls in Great Britain and Northern Ireland. We will provide another update in 4 hours or as soon as more information becomes available.

  5. investigating Feb 16, 2021, 06:07 PM UTC

    We are continuing to experience high packet loss for inbound Voice calls in Great Britain, Northern Ireland and Netherlands. We will provide another update in 4 hours or as soon as more information becomes available.

  6. investigating Feb 16, 2021, 09:47 PM UTC

    We are continuing to experience high packet loss for Voice calls in Great Britain, Northern Ireland, the Netherlands, France and Norway. We will provide another update in 8 hours or as soon as more information becomes available.

  7. investigating Feb 17, 2021, 05:34 AM UTC

    We are continuing to experience high packet loss for Voice calls to some Twilio numbers in Great Britain, Northern Ireland, the Netherlands, France and Norway. We will provide another update in 16 hours or as soon as more information becomes available.

  8. investigating Feb 17, 2021, 09:33 PM UTC

    We are continuing to experience high packet loss for Voice calls to some Twilio numbers in Great Britain, Northern Ireland, the Netherlands, France and Norway. We will provide another update in 24 hours or as soon as more information becomes available.

  9. investigating Feb 18, 2021, 07:30 AM UTC

    Our carrier partner has identified the issue causing high packet loss for Voice calls to a subset of Twilio numbers in Great Britain, Northern Ireland, the Netherlands, France and Norway. They are actively identifying a short maintenance window to get the issue fully addressed. We do not believe there will be further service disruptions during the window. We will provide another update within 4 hours or as soon as more information becomes available.

  10. identified Feb 18, 2021, 07:38 AM UTC

    Our Service provider has identified the issue causing high packet loss for Voice calls to a subset of Twilio numbers in Great Britain, Northern Ireland, the Netherlands, France and Norway. They are actively identifying a short maintenance window to get the issue fully addressed. We will provide another update as soon as more information becomes available.

  11. investigating Feb 18, 2021, 11:38 AM UTC

    Our Service provider continuing to work with our carrier partner to resolve the issue causing high packet loss for Voice calls to a subset of Twilio numbers in Great Britain, Northern Ireland, the Netherlands, France and Norway. We expect to provide another update in 8 hours or as soon as more information becomes available.

  12. investigating Feb 18, 2021, 04:46 PM UTC

    We are continuing to work with our carrier partner to resolve the issue causing high packet loss for Voice calls to a subset of Twilio numbers in Great Britain, Northern Ireland, the Netherlands, France and Norway. Our carrier partner has scheduled emergency maintenance from 18:00 UTC to 19:00 UTC to address this issue. A subset of customers may experience service disruptions during the window. We will provide another update as soon as maintenance is complete.

  13. resolved Feb 18, 2021, 07:35 PM UTC

    We are no longer experiencing high packet loss for Voice calls to a subset of Twilio numbers in Great Britain, Northern Ireland, the Netherlands, France and Norway. This incident has been resolved.