Telesmart Outage History

There has been a widespread outage causing connectivity problems with multiple customers over the entire country. Connectivity appears now to be returning. We will monitor the situation and investigate the root cause

Telesmart would like to inform you that we are currently experiencing an issue with serviced based out of the Caduceus DC following planned work. Our technical team has been dispatched to the site to investigate further. Estimated time of resolution: To be determined Next communication: 60 minutes

Customers in the Nelson, Tasman, the West Coast and potentially other regions may currently be experiencing network outages. This outage may be weather related. We will update this page when we have more information. If you are experiencing this disruption, please contact the Telesmart Service Desk via the details below. NZ 0800 835376 (TELESMART) [email protected]

We are continuing to investigate this issue.

Investigating - Engineering is investigating an issue that may cause users in the Australia region to experience intermittent failures while placing or receiving calls. We are working towards service restoration and apologize for any inconvenience this may cause.

We are continuing to investigate this issue.

Investigating - Upon further investigation, engineering has determined that the issue is impacting Webex Contact Center and Webex Calling subscribers in ANZ region and not just Australia. All hands on the deck to help resolve the issue. We will share updates as and when they are available.

We are currently experiencing an issue with an upstream provider that is calling various calling problems for customers. We are working on identifying and resolving this issue. We will update this page in 30min with progress.

Update: The calling problem has been identified by our engineers, they are currently working to mitigate the problem and restore normal service. We will update this page in 30 minutes or earlier with progress.

Incoming Teams Direct Route calls are not being presented to Contact Centre solutions in some instances. Our Engineers are investigating the root cause. If you are experiencing this issue, please contact out Helpdesk. NZ 0800 835376 (TELESMART) [email protected] AU 1800 316620 [email protected]

Our engineers are currently investigating this issue.

Chorus have identified a fault at their Courtney Place exchange. It appears to be a general equipment failure affecting more than 14000 fibre services across multiple ISPs. We will provide updates as and when we receive them.

Telesmart is currently investigating reports of an intermittent issue where Microsoft Teams call queues fail to properly receive inbound calls, instead triggering an immediate outbound call to the original caller. We are actively working with Microsoft to identify the root cause and resolve the issue as quickly as possible. Please contact Telesmart's Help Desk via the channels below if you are experiencing this problem and haven't already logged a ticket. NZ 0800 835376 (TELESMART) [email protected] AU 1800 316620 [email protected]

Tendfor customers are currently experiencing an issue where calls are not being presented to agents. We have opened an urgent support ticket with Tendfor and are awaiting their response. If you are experiencing this issue and wish to implement a divert for incoming calls, please contact Telesmart via the details below: NZ 0800 835376 (TELESMART) [email protected] AU 1800 316620 [email protected]

Update: Tendfor are actively investigating this issue. We will update this status when they report back to us in their progress.

Microsoft is currently investigating an issue within MS Teams. Users may experience failures when placing calls to Microsoft Teams auto attendants and call queues. If you require any diversion, please contact Telesmart.

A fix has been implemented we are monitoring the issue for now.

Cisco are currently investigating some reports of intermittent audio issues when Webex agents are using WebRTC

Cisco are currently investigating some customer reports of intermittent call failures when trying to connect to the agent and the agents experiencing RONA issues. Issue only noticed if using Webex Calling Telephony. Impact: Call Connect Failure If you are experiencing any issues with call failures, please contact our helpdesk. NZ 0800 835376 (TELESMART) [email protected] AU 1800 316620 [email protected]

Some clients may be experiencing some issues when trying to connect to the internet or using VPN services, we are currently looking at the issue and will post an update in 30min.

Telesmart would like to inform you that we are currently experiencing an issue with Microsoft 365 services in New Zealand. Microsoft are currently investigating, "We're investigating a potential issue with general access or latency issues with Microsoft 365 services and checking for impact to your organization. Estimated time of resolution: To be determined Next communication: 30 minutes

We have received an update from Microsoft as below. **User impact**: We don't have detail on impact yet. We're seeing an increase in user reported issues above our alerting threshold. **More info**: We're receiving reports of issues impacting various Microsoft 365 service including but not limited to Exchange Online, Outlook, and Microsoft Teams within New Zealand. **Next update**: Thursday, 1 August 2024 at 10:30 am NZST. If Telesmart provide your DDI or PSTN numbers contact our Help Desk on 0800 Telesmart to arrange a diversion to a mobile phone.

We have not received a further update from Microsoft as yet, however some customers have reported that services are starting to return to normal. Further update TBA.

Microsoft have rerouted network traffic to alternate infrastructure and are seeing improvements in service availability. We’ll continue to closely monitor telemetry as we work to identify the underlying cause of the network issue. Next update: TBA

Microsoft have published an update to the issue with Microsoft 365 services in New Zealand: "Our service availability is continuing to recover for the majority of users. However, we've identified a small subset of users experiencing residual impact, and we're applying targeted solutions to provide relief. In parallel, our investigation into what initially caused this issue are ongoing"

Telesmart would like to inform you that we are currently experiencing an issue with Some AWS services currently experiencing disruptions. Websites hosted on affected services may be temporarily unavailable. Our technical team has been made aware and are currently investigating. We apologize for any inconvenience and appreciate your patience.

"Our engineers have isolated the fault to an issue reaching services hosted in Amazon EC2 (US East), other AWS hosted services do not appear to be affected. We are actively working with our upstream carriers to resolve the issue".

We have contacted our upstream provider about the issue and they are also investigating about the issue which is affecting connectivity from the Internet and other AWS services websites.

Telesmart would like to inform you that we are currently experiencing an issue with MS Teams when trying to transfer callers, transfers are failing with a message. Our technical team has been dispatched and are currently investigating. Estimated time of resolution: To be determined Next communication: 30 minutes

Telesmart would like to inform you that we are currently experiencing an outage affecting tollfree numbers hosted on our Tollfree Number Manager platform. Our technical team has been dispatched and are currently investigating. Estimated time of resolution: To be determined Next communication: 30 minutes