Hero Internet experienced a notice incident on February 15, 2022 affecting Voice, lasting 3h 15m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 15, 2022, 10:49 PM UTC
We are getting reports of some incoming calls losing audio after 2-3 minutes into the call. Engineers are investigating to try and isolate the underlying cause. Updates will follow
- identified Feb 15, 2022, 11:02 PM UTC
The underlying issue has been identified and engineers are not working on mitigating the issue. Only inbound calls from PSTN appear to be affected
- monitoring Feb 15, 2022, 11:20 PM UTC
Engineers believe they have located and resolved the underlying problem relating to a timing resource issue on one of our interconnect servers. We believe that customers may have experienced dropped audio/calls at approximately 9.21am, 9.37am, 11.03am and approximately 11.26am-11.45am. Engineers are hopeful through analysis that the issue should be resolved now, however we will continue to monitor the situation throughout the rest of the day. Please advise if you experience any further dropped calls after 11.45am today.
- resolved Feb 16, 2022, 02:05 AM UTC
We are setting this one to resolved as all indications are that the problems this morning have now been understood and resolved. Please let us know if you have any further issues with calls keeping in mind that the odd audio problem from time to time can be normal particular from mobile phones with poor coverage etc. Let our team know if you have any further problems and we will investigate.