Rainbow incident
[EMEA] Rainbow Hub : Service degradation
Rainbow is currently experiencing a minor incident affecting Europe & Middle East (EMEA) ([EMEA] Rainbow Hub Voice Services), which began 15d ago. The vendor's full update timeline is below.
Affected components
Update timeline
- investigating Jul 06, 2026, 09:15 AM UTC
Some customers are experiencing degraded performance, including call disconnections, poor audio quality, and increased latency when establishing calls. Our technical teams are actively investigating the issue to determine the root cause and assess the full scope of the impact. We will provide further updates as soon as more information becomes available. Thank you for your patience and understanding.
- identified Jul 06, 2026, 09:56 AM UTC
Our technical teams have identified the likely cause of the service degradation. We have experienced an unusual surge in customer traffic across the EMEA region, resulting in significantly higher demand on the infrastructure supporting call queues and auto attendants. The impact is primarily observed during specific periods of the day when traffic reaches peak levels. Outside of these peak periods, service performance remains within expected levels. We are actively working to implement additional scaling measures and infrastructure optimizations to further strengthen service performance and resilience. Our teams continue to closely monitor the situation and are making progress on the capacity expansion plan. We will provide further updates as additional information becomes available. Thank you for your patience and understanding.
- identified Jul 06, 2026, 01:07 PM UTC
Our investigation indicates that this issue may be related to the broader service degradation previously reported over the last two weeks.
- identified Jul 06, 2026, 04:58 PM UTC
Our investigation has identified a workaround that addresses the **latency experienced on incoming calls** as well as **incoming call disconnections**. The workaround is currently being prepared for deployment and is expected to be fully applied by **tomorrow at the latest**. Regarding the **poor audio quality** previously reported by some customers, a corrective change was implemented last Friday. Based on our monitoring and validation, this issue should no longer be occurring. We remain focused on validating the effectiveness of these measures and will continue to share meaningful updates as progress is made.