Hero Internet experienced a major incident on January 18, 2023 affecting Voice, lasting 5h 41m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 18, 2023, 09:11 PM UTC
Calls from the Spark network are failing. Engineers are currently investigating the issue. More updates will follow.
- investigating Jan 19, 2023, 12:24 AM UTC
The situation is continuing and upstream carrier engineers are still investigating the issue.
- monitoring Jan 19, 2023, 01:20 AM UTC
Inbound calling is working again, but we are waiting for confirmation of full resolution from the transit carrier involved. Please let us know if you get further issues.
- resolved Jan 19, 2023, 02:53 AM UTC
The transit carrier traced the call failures to an issue within a node in their network and performed a controlled switchover to a redundant node, which has restored call routing across their network. We monitored the calls and did not see any drops. Please let our support team know if you still face any issues.