Freshcaller incident
Call Failures to Twilio Canada Phone Numbers
Freshcaller experienced a minor incident on September 15, 2020, lasting 19h 29m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Sep 15, 2020, 01:05 AM UTC
Our Service Provider monitoring systems have detected a potential issue with voice calls in Canada. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.
- investigating Sep 15, 2020, 01:06 AM UTC
Our Service Provider experienced call failures to Twilio’s Canada numbers between 15:30-17:30 pm PDT. Their engineers are investigating and they will provide another update in 60 minutes.
- investigating Sep 15, 2020, 01:07 AM UTC
Our Service Provider continuing to investigate this issue.
- investigating Sep 15, 2020, 01:30 AM UTC
Our Service Provider engineering team have confirmed we still see call failures to Twilio Canada numbers. In addition to calls failing, customers may also be experiencing calls with no audio.
- investigating Sep 15, 2020, 01:48 AM UTC
Our Service Provider continuing to work with our carrier partner to resolve the issue. We expect to provide another update in four hours or as soon as more information becomes available.
- investigating Sep 15, 2020, 05:43 AM UTC
Our Service Provider continuing to work with our carrier partner to resolve the issue. We expect to provide another update in four hours or as soon as more information becomes available.
- investigating Sep 15, 2020, 11:40 AM UTC
We are continuing to work with our carrier partner to resolve the issue. We expect to provide another update in four hours or as soon as more information becomes available.
- investigating Sep 15, 2020, 12:03 PM UTC
Call failures to Twilio Canada phone numbers were originally reported to occur between the times of 15:50 to 17:25 PT on 9/14/2020, however, we were later informed that these failures should have subsided around 9/14/2020 19:25 PT. Calls to Twilio Canada Phone Numbers have continued to experience one way audio issues since then but we are seeing improvement since 7:05am PT. Our carrier partner has identified the root cause and we are actively working with them to resolve the issue. We expect to provide another update in four hours or as soon as more information become available.
- investigating Sep 15, 2020, 06:46 PM UTC
Our carrier partner has put in a fix to resolve the one way audio issue. We are no longer observing one way audio on calls to Twilio Canada phone numbers. We will continue to monitor to ensure full recovery of the service. We expect to provide another update in 2 hours or as soon as more information becomes available.
- resolved Sep 15, 2020, 08:34 PM UTC
Our Carrier partner has confirmed that both the originally reported issue of call failures and the issue of no audio to Twilio’s Canada phone numbers are now resolved.