Iristel incident

Calls failing in Woodstock, ON (media gateway failure) / Appels en échec à Woodstock, Ont. (défaillance d'une passerelle média)

Minor Resolved View vendor source →

Iristel experienced a minor incident on October 31, 2025 affecting ONTARIO and Ontario, lasting 10h 31m. The incident has been resolved; the full update timeline is below.

Started
Oct 31, 2025, 11:45 AM UTC
Resolved
Oct 31, 2025, 10:16 PM UTC
Duration
10h 31m
Detected by Pingoru
Oct 31, 2025, 11:45 AM UTC

Affected components

ONTARIOOntario

Update timeline

  1. investigating Oct 31, 2025, 11:45 AM UTC

    Since 11:45 UTC, the media gateway at our Woodstock, ON site keeps disconnecting. PSTN calls to and from Woodstock may drop or fail. Our engineers and our local co-location provider are investigating. No restoration time yet. --- Depuis 11 h 45 UTC, la passerelle média de notre site de Woodstock (Ontario) se déconnecte à répétition. Les appels RTPC vers et depuis Woodstock pourraient être coupés ou échouer. Nos ingénieurs et notre fournisseur de colocation local enquêtent. Aucune heure de rétablissement prévue pour le moment.

  2. investigating Oct 31, 2025, 04:05 PM UTC

    Dear Iristel Customers, Please be advised that as of 7:45 AM EDT today, we are currently experiencing a Media Gateway disconnection in our Woodstock, ON site. This event is impacting call completion to and from the PSTN within Woodstock ON, Canada. Impact symptoms: Call drops, disconnections, and reachability issues. Current actions: The issue has been escalated to our platform team and local co-location provider for further investigation. ETR: Unavailable at this time. We sincerely apologize for the inconvenience and service interruption. Our teams are working diligently to restore services and maintain consistent uptime in this sector. Sincerely, Iristel NOC

  3. investigating Oct 31, 2025, 04:42 PM UTC

    We are continuing to investigate this issue.

  4. identified Oct 31, 2025, 05:10 PM UTC

    Our engineers have found the cause. A replacement media gateway is on its way to the site. Once it arrives, our engineers will install and test it. --- Nos ingénieurs ont trouvé la cause. Une passerelle média de remplacement est en route vers le site. À son arrivée, nos ingénieurs l'installeront et la testeront.

  5. identified Oct 31, 2025, 05:10 PM UTC

    Dear Iristel Customers, We would like to provide an update regarding the service affecting Woodstock, Ontario. Our teams have identified the root cause of the issue, and a replacement Media Gateway is currently en route to the site. Once received, our engineering team will begin the replacement and perform testing to restore services as quickly as possible. We sincerely appreciate your continued patience and understanding. Sincerely, Iristel NOC

  6. monitoring Oct 31, 2025, 09:12 PM UTC

    Our engineers have fixed the problem. Service was restored at 20:10 UTC. We are monitoring. --- Nos ingénieurs ont réglé le problème. Le service a été rétabli à 20 h 10 UTC. Nous surveillons la situation.

  7. monitoring Oct 31, 2025, 09:12 PM UTC

    Dear Iristel Customers, We have been informed that our engineering team has successfully resolved the issue affecting Woodstock, Ontario. Resolution Time: 4:10 PM ET (October 31, 2025) If you continue to experience any service issues, please reach out to our support team. We appreciate your patience and understanding as we continue to closely monitor the service to ensure stability. Sincerely, Iristel NOC

  8. monitoring Oct 31, 2025, 10:16 PM UTC

    Fri, 31 Oct 2025 16:05:00 +0000: Since 11:45 UTC, the media gateway at our Woodstock, ON site keeps disconnecting. PSTN calls to and from Woodstock may drop or fail. Our engineers and our local co-location provider are investigating. No restoration time yet. Depuis 11 h 45 UTC, la passerelle média de notre site de Woodstock (Ontario) se déconnecte à répétition. Les appels RTPC vers et depuis Woodstock pourraient être coupés ou échouer. Nos ingénieurs et notre fournisseur de colocation local enquêtent. Aucune heure de rétablissement prévue pour le moment. [Identified] Fri, 31 Oct 2025 17:10:00 +0000: Our engineers have found the cause. A replacement media gateway is on its way to the site. Once it arrives, our engineers will install and test it. Nos ingénieurs ont trouvé la cause. Une passerelle média de remplacement est en route vers le site. À son arrivée, nos ingénieurs l'installeront et la testeront. [Watching] Fri, 31 Oct 2025 21:12:00 +0000: Our engineers have fixed the problem. Service was restored at 20:10 UTC. We are monitoring. Nos ingénieurs ont réglé le problème. Le service a été rétabli à 20 h 10 UTC. Nous surveillons la situation. [Fixed] Fri, 31 Oct 2025 22:16:00 +0000: Resolved. Start: 11:45 UTC on October 31, 2025 End: 20:10 UTC on October 31, 2025 Cause: a failed media gateway at our Woodstock site, since replaced We apologize for the disruption. Résolu. Début : 11 h 45 UTC le 31 octobre 2025 Fin : 20 h 10 UTC le 31 octobre 2025 Cause : une passerelle média défectueuse à notre site de Woodstock, remplacée depuis Nous sommes désolés des inconvénients causés.

  9. resolved Oct 31, 2025, 10:16 PM UTC

    Resolved. - Start: 11:45 UTC on October 31, 2025 - End: 20:10 UTC on October 31, 2025 - Cause: a failed media gateway at our Woodstock site, since replaced We apologize for the disruption. --- Résolu. - Début : 11 h 45 UTC le 31 octobre 2025 - Fin : 20 h 10 UTC le 31 octobre 2025 - Cause : une passerelle média défectueuse à notre site de Woodstock, remplacée depuis Nous sommes désolés des inconvénients causés.

  10. resolved Oct 31, 2025, 10:16 PM UTC

    Dear Iristel Customers, We are now considering this incident resolved. Sincerely, Iristel NOC