NUSO experienced a minor incident on October 5, 2026 affecting UCaaS - Orange Platform and UCaaS - Green Platform and 1 more component, lasting 3d 4h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 05, 2026, 03:09 PM UTC
We are currently experiencing intermittent inbound call failures affecting portions of the Northeast region. Our teams have identified the underlying issue as a fiber cut within the Verizon network. NUSO has rerouted traffic around the affected network path, and calls should now be completing normally without interruption. We will continue to monitor call completion and network performance while Verizon investigates and repairs the underlying fiber issue. Additional updates will be provided as they become available.
- monitoring Oct 05, 2026, 03:36 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Oct 05, 2026, 06:26 PM UTC
NUSO has rerouted all traffic that can be moved away from the affected Verizon network path. Following these routing changes, inbound calling is operating normally across the areas where alternate routing is available, and related trouble reports have significantly subsided. A limited number of smaller geographic areas remain affected where alternate routing capabilities are not currently available. Verizon has identified the underlying issue as a fiber cut and has advised that intrusive testing of the affected fiber will begin at approximately 8:00 PM ET this evening. At this time, we are marking the broader service impact as cleared and will continue monitoring network performance. NUSO Engineering will remain engaged with Verizon as they perform testing and work toward full restoration of the affected fiber facilities. We will provide additional updates if conditions change or once Verizon completes its repair activities.
- monitoring Oct 06, 2026, 01:15 PM UTC
During the maintenance window, offnet field technicians cleaned, scoped the fibers and OTDR tested the common fibers on DWDM, confirming that the OSP plant fiber paths are in good condition. Despite further troubleshooting with Transport the DWDM issue remains unresolved. Tier 2 has been engaged to evaluate the situation and develop a detailed action plan. The work around from the NUSO side still remains in place while Verizon further investigates
- monitoring Oct 07, 2026, 08:25 PM UTC
Verizon’s Director has confirmed that a technician has been dispatched to the same location investigated yesterday and is currently on site. At this time, Verizon has not confirmed whether the affected equipment cards have been replaced. The field technician has, however, identified a light-level issue originating from the far end of the fiber span. To further isolate the fault, Verizon is dispatching an additional technician to the far-end location, with an estimated arrival time of approximately one hour. SERT will continue working with Verizon to confirm whether the equipment cards were replaced and to determine whether the light-level issue was identified following that replacement effort or whether the card replacement had no impact on service restoration. The next update is expected at 2100 GMT.
- resolved Oct 08, 2026, 07:31 PM UTC
A card replacement has been completed within the Verizon network.