Comwave Carrier Outage

Update timeline

1. investigating Nov 02, 2026, 04:30 PM UTC

   Melo Technology is actively investigating reports of intermittent calling issues affecting some customers across our voice services. Reported symptoms include: Outbound Calls: Delays when initiating or connecting calls, as well as instances where calls connect but no audio is heard. Inbound Calls: Calls appearing to connect but resulting in silence or an absence of audio. Our technical team is treating this matter as a high-priority service incident. We have opened an urgent support ticket with our underlying telecommunications carrier and are actively working with them to identify the root cause and resolve the disruption as quickly as possible. Investigations remain ongoing, and we are closely monitoring service performance to determine the scope and impact of the issue. We recognize the critical importance of reliable telephone communications to your business and understand the disruption these issues may cause. We will provide further updates through our service status communications as soon as additional verified information becomes available. We sincerely apologize for the inconvenience and appreciate your patience as we work toward a resolution.

2. investigating Nov 02, 2026, 04:48 PM UTC

   Service Status Update – Inbound & Outbound Calling We are currently routing outbound calls through our secondary carrier, and outgoing calls are now completing successfully. For inbound calling, we continue to investigate reports of silence and intermittent one-way audio when calls connect. An urgent support ticket remains open with our underlying carrier, and we expect a further update shortly. Our technical team remains actively engaged in resolving this issue. We apologize for the disruption and will provide additional updates as soon as more information becomes available.

3. investigating Nov 02, 2026, 04:56 PM UTC

   Service Status Update – Incoming Calling Issues Outgoing calls are no longer impacted and are completing successfully. The issue is currently isolated to incoming calls to customer DIDs, where some callers may experience silence or intermittent one-way audio. Our technical team continues to actively monitor the situation and remains in close communication with our underlying carrier as we await further updates. We apologize for the ongoing disruption and will provide additional information as soon as it becomes available.

4. investigating Nov 02, 2026, 05:19 PM UTC

   Service Status Update – Incoming Calling Issues We continue to experience intermittent issues affecting incoming calls to customer DIDs. Outgoing calling remains fully operational and unaffected. The inbound calling issue remains unresolved, and our underlying carrier has not yet provided an estimated time for resolution. Our technical team is actively monitoring the situation and persistently following up with the carrier for updates and progress toward a resolution. We understand the urgency of this disruption and will notify customers immediately upon receiving any new information. We sincerely apologize for the continued inconvenience and appreciate your patience.

5. identified Nov 02, 2026, 05:26 PM UTC

   Service Status Update – Incoming Calling Issues (IDENTIFIED) Our underlying carrier, Comwave, has now confirmed that they are experiencing a service outage affecting their network. The cause of the outage has not yet been identified. Comwave has advised that an official service advisory will be issued to service providers shortly. We are awaiting this communication to better understand the scope of the disruption and any anticipated resolution timeline. Outgoing calling remains fully operational, while some incoming calls to customer DIDs continue to be impacted. We remain actively engaged with Comwave and will provide further updates as soon as additional information becomes available. We sincerely apologize for the continued disruption and appreciate your patience.

6. monitoring Nov 02, 2026, 05:32 PM UTC

   Service Status Update – Comwave Carrier Network Outage We have received official confirmation from our underlying carrier, Comwave, that they are experiencing a network-wide service outage affecting both inbound and outbound calling. While Comwave has indicated that both call directions may be impacted, Melo Technology has successfully redirected outbound calling through our secondary telecommunications provider. As a result, outgoing calls are completing successfully. Unfortunately, inbound calls cannot be redirected through the same failover process, and some customers continue to experience incoming call failures, silence, or one-way audio. Comwave's Operations and Voice Engineering teams are actively investigating the outage. No estimated time for resolution has been provided. We have moved this incident to Monitoring, as the issue originates within Comwave's network and is not related to a failure within Melo Technology's infrastructure. We remain in close communication with Comwave and will provide further updates immediately upon receiving new information. We sincerely apologize for the ongoing disruption and appreciate your patience.

7. monitoring Nov 02, 2026, 06:11 PM UTC

   Service Status Update – Comwave Carrier Network Outage Status: Monitoring – Carrier Outage Ongoing We have received a further technical update from our underlying carrier, Comwave, regarding the ongoing service disruption. Comwave has identified that one of its four Session Border Controllers (SBCs), which manage telephone call connections, is experiencing failures. Their engineering team has attempted to redirect traffic to alternate equipment; however, the issue persists. Comwave has now escalated the incident to its equipment vendor’s emergency support team and is working to engage a product specialist for further investigation and resolution. Melo Technology’s outgoing calls continue to complete successfully through our secondary carrier. Incoming calls remain impacted, and we are awaiting a resolution from Comwave. No estimated time for resolution has been provided. We continue to monitor the situation closely and will communicate further updates as soon as they become available. We sincerely apologize for the continued disruption and appreciate your patience.