Outgoing Call Delays / Post-Dial Delay

Update timeline

1. investigating Jun 25, 2026, 03:26 PM UTC

   We are currently investigating reports that some customers may be experiencing delays when placing outgoing calls. This issue is commonly known as post-dial delay, where additional seconds may pass after dialling before the call connects. During this time, callers may hear silence or “dead air” before the call proceeds. Our team is actively investigating the issue with our carrier partners and will provide updates as more information becomes available. We apologize for the inconvenience and appreciate your patience while we work to resolve this as quickly as possible.

2. identified Jun 25, 2026, 03:48 PM UTC

   We have identified that some outbound calls are experiencing post-dial delay, where there may be a period of silence before the call begins ringing or connects. Based on our current investigation, the issue appears to be affecting outbound carrier routing and does not appear to be caused by our platform before the call is handed off to the carrier. We are continuing to work with our carrier partners to investigate and will provide further updates as more information becomes available.

3. monitoring Jun 25, 2026, 03:52 PM UTC

   We have engaged our primary carrier and are currently routing outbound calls through our secondary provider to reduce the impact to our customers. Service has improved significantly, but some customers may still experience intermittent post-dial delay on outbound calls due to shared routes. This is not a service outage, and the vast majority of calls are completing successfully. In affected cases, calls may take longer than usual to begin ringing or connect. We are continuing to monitor call performance and work with our carrier partners toward full resolution. Thank-you for your patience.

4. resolved Jun 25, 2026, 04:48 PM UTC

   We have received confirmation that routing adjustments have been made to correct the outbound calling issue. As of 12:37 PM EDT, call performance appears stable. Outbound calls are completing normally, and recent monitoring shows post-dial delay has returned to expected levels. We are moving this incident to resolved/monitoring and will continue to observe call performance to ensure stability. Please call support if you are experiencing any issues.