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.
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.
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.
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.
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
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.
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.
We have experienced a problem affecting some extensions registered on lon-pbx-11 being unable to make or receive calls for approximately the last hour. Once an engineer was notified of the problem we quickly identified the cause of the problem and improved the monitoring for this scenario to minimize any future disruption.
Please accept our apologies for any inconvenienced caused.
We have experienced a server interruption on our VoIP Centrex server lon-pbx-12 which will have caused the service to restart at 14:27 and and 15:16 today. This is being investigated by our server team to try to identify the cause which is an issue with the code used to run the core of the service. We apologise for any inconvenience.
11:20 We are become aware of an issue with DTMF issues with voicemenus on the network which we believe is currently affecting inbound ported numbers and a small number of non-ported numbers that come into our network via our PSTN interconnect. This is currently under investigation by our server team and may affect the ability to reliably dial options in voicemenus for incoming callers.
This problem was resolved 12:50 today by an emergency change to move services over to backup equipment. We apologise for any inconvenience.
