Loss of Audio / Calls Dropping

Update timeline

1. investigating Jul 15, 2020, 09:40 AM UTC

   We are aware that some customers may be experiencing Loss of Audio / Calls Dropping. We are investigating to find out the cause and will provide a update shortly.

2. investigating Jul 15, 2020, 11:27 AM UTC

   We are still Investigating this issue and will post a update ASAP

3. investigating Jul 15, 2020, 06:32 PM UTC

   Today at 20:00 we will be removing our primary Site to Site MPLS Link from service and testing using our backup MPLS Link to rule out the Primary Link being the cause of some packet loss on our network. This will cause around 15 seconds of outage for some customers while the backup MPLS becomes active.

4. identified Jul 15, 2020, 07:21 PM UTC

   We have now Identified the cause of the Call Quality Issues being a fault with a Site to Site MPLS Link with Cogent Communications. We have activated our backup MPLS Service and no longer seeing the issues. We will now contact Cogent to get the fault fixed before putting it back in service.

5. resolved Jul 16, 2020, 09:58 AM UTC

   This incident has been resolved.