Hero Internet experienced a notice incident on January 6, 2022 affecting Voice, lasting 1h 9m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 06, 2022, 01:17 AM UTC
We are receiving reports of inbound call failures from Spark customers. Engineers are investigating the cause of this incident. Updates will follow.
- identified Jan 06, 2022, 01:23 AM UTC
Engineers at an upstream carrier have identified a problem and are investigating the issue now. No ETR yet but the cause of the issue has been identified and is being actively worked on as a P1 incident
- identified Jan 06, 2022, 01:53 AM UTC
Our upstream carrier has indicated that the issue is related to their PSTN Gateway service and engineers are working to resolve the problem to bring the Spark inbound calls back online. Further updates will follow once we learn more.
- monitoring Jan 06, 2022, 01:57 AM UTC
Our upstream carrier appears to have resolved the issues with their PSTN gateway service affecting incoming calls from Spark's network. We have tested a number of previously affected numbers internally and these are now working as expected. Engineers are continuing to monitor the situation. If you are still having any problems with incoming calls to any of your numbers please contact [email protected] or call 092420001 and provide examples to our team.
- resolved Jan 06, 2022, 02:27 AM UTC
UPDATE: 15:00. Further testing and now an update from our upstream carrier confirm that the issue is now resolved with their PSTN gateway services and all services are back in service and in sync. If you are having any problems at all with calls still then please contact our team. We are now marking this issue as resolved.