Gradwell Service News » VoIP

Remote call forwarding and NewSIP platform

David Palmer — Thu, 20 Nov 2008 15:39:12 +0000

We are currently experiencing an issue with our NewSIP platform, which handles call forwarding and our new VoIP platform. Our engineers are working on this issue to resolve the problem as quickly as possible. We apologise for any inconvenience.

Update: Our engineers have worked quickly to resolve this issue and the service has now been restored. The service would not have been available for no more than a few minutes. If customers are having issues with phones or equipment, we would recommend restarting them, however, most customer phones should re-register automatically.

Inbound number issue with London numbers

David Palmer — Wed, 19 Nov 2008 13:48:23 +0000

We are experiencing an issue with one of our inbound number providers on what appears to be mainly London numbers. Our suppliers are working with BT to resolve the issue as soon as possible.

16:18 We have received an update from BT that they are investigating one of their exchanges. They have not as yet confirmed which exchange is affected. We apologise for the ongoing inconvenience. Our inbound number provider is pressing BT for updates.

17:17 Our inbound carrier has informed us that BT have now resolved an issue with their exchange and that all affected numbers should be working correctly. We have tested some of the numbers reports and they are correctly calling into our system from BT. If you are still experiencing an issue, please let us know by sumitting an incident through the customer portal.

NewSIP registration issue

David Palmer — Mon, 17 Nov 2008 12:23:16 +0000

We are currently experiencing a problem with customer SIP registrations on the NewSIP platform.

This may prevent calls in and out of the platform.

Our server team are aware of the problem and are working to restore service as quickly as possible.
We apologise for any inconvenience caused.

13:15: This issue has been resolved and was caused by a database error in our registration and user back-end. Our server team are continuing to look into this issue to add more redundancy into the system, however, the immediate issue is now resolved.

PSTN number migrations

David Palmer — Thu, 13 Nov 2008 11:29:01 +0000

Starts: 2008/12/16 00:00 Ends: 2009/01/28 08:00

We will be changing the routing of some of our Geographic Number blocks so that inbound calls from the BT, Mobile and other PSTN networks is no longer handled by a 3rd party supplier, but is handled by our own telephone switching platform over the next couple of months. Our platform has been in use for over 18 months and already handles over half our traffic. Following other migrations we have done, we do not anticipate any problems with this migration, but there may be a small period of down time in the early hours of the mornings on migration dates, whilst the number routing changes are reflected in the BT Wholesale network. This work is to be completed in three stages:

On 16th December 2008 the following number blocks will be migrated:

0163782
0164645
0170268
0193444
0192532
0137635
0156576
0190368
0191580
0127026
0138363
0160861
0155375
0170630
0192495
0129634
0132370
0132980
0162171
0135286
0143830
0169170
0190450
0125256
0138680
0193535
0160442
0195278
0127630
0162820
0147376
0142050
0148876
0120924
0192680
0130372
0156261
0144280
0161850
0162580
0198950
0179272
0180350
0182260
0142945
0149787
0144430
0148224
0123448
0128326

On 6th January 2009 the following number blocks will be migrated:

0156863
0126760
0189280
0122725
0145161
0134359
0145556
0160080
0143470
0160334
0184422
0124265
0124940
0160981
0198525
0130259
0135378
0124447
0147650
0127141
0142862
0125077
0132443
0159070
0186969
0122883
0198322
0130530
0134880
0131510
0162232
0124533
0145226
0238000
0128561
0148026
0183750
0125353
0197828
0137380
0162969
0292009
0157040
0120724
0179484
0190570
0128083
0123525
0124320
0186592

On 20th January 2009 the following number blocks will be migrated:

0179325
0188422
0172332
0120670
0125479
0163353
0122558
0127926
0118324
0133265
0142770
0117325
0113320
0121285
0122375
0115824
0116326
0122661
0147273
0114303
0183485
01202237
01224515
01273358
01274288
01483608
01642688

lon-pbx-5 unable to make calls

Thomas Causer — Thu, 13 Nov 2008 08:39:49 +0000

We have seen this morning that customers may not have been able to make calls through this pbx server. Our server admins have investigated the issue and have restarted asterisk. We can now see calls being passed through the server correctly. If you are still seeing this issue please contact our support team.

We apologise for any inconvenience caused.

Load-balanced IAX issue

David Palmer — Mon, 10 Nov 2008 15:06:45 +0000

15:05 - A problem has been reported with intermittent problems with IAX trunks. Our team are currently investigating this and will provide more information as soon as it is available.

Alternative outbound servers are available at the following addresses:
lon-asterisk-4.gradwell.net
lon-asterisk-6.gradwell.net
lon-asterisk-7.gradwell.net

16:45 - This issue has now been resolved. This issue has been isolated to a problem with our IAX outbound load balancer and will not have affected inbound calls. The IAX load balancer has been restarted and we have gathered diagnostic information which will be returned to our development team. We apologise for any inconvenience caused during this outage.

Issues with nat.gradwell.net

David Palmer — Tue, 04 Nov 2008 12:07:51 +0000

We are experiencing very intermittent issues with our main NAT proxy (lon-ppc-3). This may cause calls to disconnect or some unexpected behaviour in huntgroups were phones are behind this outbound proxy server.

This will not affect customers on public IP addresses or behind our other proxy servers. We are working on replacing this server with a newer technology - natproxy.gradwell.net which is load-balanced and more expandable. This will be rolled out in stages to all customers on private IP addresses as soon as possible. If you would like to try natproxy.gradwell.net instead of nat.gradwell.net, you can change this setting in your handsets’ web configuration interface.

For further information regarding making these changes please see our knowledgebase article HERE

natproxy.gradwell.net registration issue

David Palmer — Mon, 20 Oct 2008 12:25:33 +0000

Starts: 2008/10/20 22:00 Ends: 2008/10/20 22:15

We have become aware of an issue with our NAT proxy server ‘natproxy.gradwell.net’ which is currently not registering Sipura/Linksys devices due to the way these phones pass their proposed expiry time to us via the SIP protocol. This will cause phones behind this server to not receive inbound calls and outbound calls may also fail, depending on the phone configuration. An emergency fix for this problem has been scheduled for 22:00 this evening. As a workaround, customers can use our older NAT proxy server - nat.gradwell.net in the phone configuration under the proxy and registration section of the extension details in the phone web configuration interface. Instructions for configuring these types of phones can be found at:

https://portal.gradwell.net/support.php/knowledgebase/browse/category_id/35

Lon-pbx-5 Load Issue

Thomas Causer — Fri, 10 Oct 2008 13:42:38 +0000

We have seen an issue with one of our PBX servers causing unusually high load from 14:00 today. One of our server admins has found the cause of the issue and cleared this now
We apologise for any inconvenience caused.

lon-pbx-5 load issue

David Palmer — Thu, 09 Oct 2008 15:43:09 +0000

16:40 - We are currently experiencing a problem with our VoIP Centrex Server lon-pbx-5. This server is currently building up a lot of calls and our server team are investigating what is causing this. In order to resolve this we may need to restart the service which should result in a brief outage for a few moments as the server reloads. We apologise for any inconvenience.

17:14 - We have resolved the issue with lon-pbx-5 which was caused by problem with the server unit concerned.