We are currently aware of an issue on the VoIP Centrex Server lon-pbx-5 which is out of service. Our automatic fail-over systems are now operating customer extensions on the backup service until further notice.
We apologise for any inconvenience. If customers are seeing issues and are using lon-pbx-5, we would advise restarting phones, as not all phone will automatically register to a replacement IP address.
Update: 16:45
The issue with lon-pbx-5 has now been resolved and customers are being automatically redirected back to the main server.
Some users of our Fax2Email platform have been seeing an increase in failed fax reports received since the change to our new fax servers.This is caused by the fax server sending a failed fax report for such things as misdials by voice callers (cold callers etc)
We are currently working on reducing the amount of these generated by narrowing down the reports to include only failed faxs and when this is the case, to make the failed fax report more descriptive by including the actual error output from the fax transaction.
We apologise for any problems caused by this
We are currently investigating a problem with sip.gradwell.net (or the reseller version), our single line VoIP server and problems with registration and/or outbound calls
Our engineers are working on this now and we have raised an internal issue on high priority.
Further updates will be posted as soon as possible
Our apologies for any problems caused by this
Update -
We have now cleared the earlier problem with sip.gradwell.net and all devices should now be able to register as before.
If you are still seeing any problems, please email support@gradwell.net with the affected extension number and we will investigate further.
Thank you
We are currently experiencing an issue with the news.gradwell.net service. The server which operates the news service is currently running a file system check after restarting and should be available as soon as this process is complete.
We have now obtained remote access to the server which handles the back-end news service and identified an NFS configuration issue which has now been resolved. This is due to a legacy internal service which no longer exists. We apologise for any inconvenience caused.
We have been aware of an issue with inbound numbers via our main inbound PSTN interconnect. We have worked with our suppliers to identify the issue and can report that this appears now to be resolved. If customers have examples of phone numbers which are still not connecting, we would be keen to hear of any specific examples so that we can test them and restore service as soon as possible.
We are additionally aware that some customers have been experiencing issues with some silence on inbound calls and are collecting information to diagnose the problem as soon as possible.
UPDATE: We are still looking into the audio issue problem with our inbound number suppliers, if you are currently seeing any problems with inbound calls having one way audio, please contact our support team with details of calls which are having this problem.
UPDATE: We have been notified from our inbound number suppliers this this issue was resolved yesterday evening by BT and no confirmed instances of one-way audio issues have occurred today. If customers are still experiencing any issues, they are encouraged to create a support incident which we will be happy to advise on and investigate as appropriate.
We are currently performing emergency maintenance on server host th-c6-4, due to a networking issue which we are unable to otherwise resolve. Various services will be affected including email and VoIP and we are working to keep this emergency maintenance window to an absolute minimum. We apologise for any inconvenience caused.
Update: All services have now been restored and we apologise for the length of time taken to restore service.
BT can confirm that, following significant damage by a third party to its cables in a very deep underground tunnel, a large number of customers in parts of East London are currently experiencing a loss of service. BT’s engineers are working around the clock to restore service as quickly as possible. BT would like to apologise to all impacted customers.
This outage has partially affected gradwell’s VOIP infrastructure as half of our inbound routing for some of our inbound numbers goes via this tunnel.
Customers may therefore experience intermittent engaged tones when calling their numbers from the PSTN network.
gradwell are working with BT Wholesale engineering to re-route these inbound numbers via spare capacity at our Leeds interconnect.
Further updates will be posted as we receive information from BT.
The full BT Wholesale outage report is available at http://www.btwholesale-briefingportal.com/brief/view/0aba47f9e2ea2775772ffea16cd64912
Update: Our traffic is now being routed through additional routes and this should clear any problems with the intermittent busy tones being seen when calling numbers hosted with Gradwell.
An issue occurred just before 11:15 today with some of our back-end storage which has now been brought under control, with some additional maintenance expected to be carried out tonight which should not be customer facing. Two customer-facing services will have been affected, Our pop3ftp service, which is used by a small number of customers to access mail, which has now been brought back online. Our primary conference server was also not available and is now back online. The backup server for this did come into operation, however, it is no longer working correctly and has been withdrawn from service. An alternative server has now been provisioned as a backup to the conference service. We apologise for any inconvenience this may have caused and will work to minimise any further disruption during subsequent works.
A problem has been found with our single line and trunk account server - sip.gradwell.net
Our engineers are currently updating our database to re-provision all accounts.
Our engineering team are currently investigating the cause of this outage, we apologise for any inconvenience caused.
