Gradwell Service News » Resolved VoIP Problems http://www.gradwellstatus.com Gradwell Service News and Updates Thu, 11 Mar 2010 16:40:59 +0000 http://wordpress.org/?v=2.6 en RESOLVED - Registration Issues http://www.gradwellstatus.com/2010/02/15/in-progress-registration-issues/ http://www.gradwellstatus.com/2010/02/15/in-progress-registration-issues/#comments Mon, 15 Feb 2010 12:23:17 +0000 Dean Green http://www.gradwellstatus.com/?p=2014 Some users who are connecting via our NAT proxy are seeing some registration issues. Our server admin team are working on this now and we will post an update as soon as possible.

We apologise for any problems this may be causing you

***Update 12:30***

Our system admin team have fully restored service and all of our NAT proxies are fully functioning. We again apologise for any problems this has caused.

]]> http://www.gradwellstatus.com/2010/02/15/in-progress-registration-issues/feed/ RESOLVED - Unified Comms Platform http://www.gradwellstatus.com/2010/02/03/in-progress-unified-comms-platform/ http://www.gradwellstatus.com/2010/02/03/in-progress-unified-comms-platform/#comments Wed, 03 Feb 2010 13:24:29 +0000 Dean Green http://www.gradwellstatus.com/?p=1991 Some users may be seeing problems making or receiving calls using the Unified Comms platform. Our system admin team are looking at this now and we will post any updates here.

We apologise for any problems caused by this

***Update 13:55***

The Unified Comms platform is now running at 100% We apologise again for any problems caused.

]]> http://www.gradwellstatus.com/2010/02/03/in-progress-unified-comms-platform/feed/ RESOLVED - IAX issues http://www.gradwellstatus.com/2010/01/28/in-progress-iax-issues/ http://www.gradwellstatus.com/2010/01/28/in-progress-iax-issues/#comments Thu, 28 Jan 2010 13:09:06 +0000 Dean Green http://www.gradwellstatus.com/?p=1974 Some customers are seeing problems making and receiving calls using our IAX platform. Our server admin team are working on this now and we will update here as soon as possible.

SIP and centrex users are unaffected by this.

We apologise for any problems this is causing

***Update 14:00***

We have removed one of the IAX machines from the cluster and rebooted. We have now put this machine back into the cluster and tested. It is now handling calls as expected. We have opened an internal issue for both our VoIP development and sysadmin teams to investigate the cause so we may better protect against problems like this in future.

We apologise again for any problems this has caused you

]]> http://www.gradwellstatus.com/2010/01/28/in-progress-iax-issues/feed/ RESOLVED: Sovereign House connectivity (VoIP and email) http://www.gradwellstatus.com/2010/01/26/in-progress-sovereign-house-connectivity/ http://www.gradwellstatus.com/2010/01/26/in-progress-sovereign-house-connectivity/#comments Tue, 26 Jan 2010 04:53:16 +0000 David Palmer http://www.gradwellstatus.com/?p=1963 Our network engineers are investigating an outage with our connectivity to Sovereign House, which may prevent customers from reaching our network and services, although we have not yet received indepdendent confirmation of this.  We will keep this page updated as soon as further information is available.

Update 05:51 : This problem was first detected by our monitoring systems just after 4AM.  We have confirmed that this is likely to cause VoIP registration issues for some customers.  Our network engineers are working with our transit providers to restore connectivity.  We are not able to provide an ETA for restoration of our link with Sovereign House at the moment.  We apologise for any inconvenience this will be causing customers are are are working to ensure the link is restored by UK business hours.

Update: 06:14: We have opened an internal issue - 3108 for linking customer incidents where problems are proven to be related to this fault.  Typical problems involve not being able to send or receive email, and phones not registering.  You are still able to reach our web-site at www.gradwell.com

Update 06:50 - This issue appears to be resolved, however, we are awaiting an update from our network team to confirm the status of the resolution.

Update: This issue was resolved just before 07:00 and was related to one of our transit providers’ routers due to overnight maintenance.  If you are experiencing any issues with phones this morning, please try to reboot them, many phones will not continually retry if there is a network issue.  If problems persist, please contact our support team, who will be happy to advise.

]]> http://www.gradwellstatus.com/2010/01/26/in-progress-sovereign-house-connectivity/feed/ RESOLVED: Issue with Unified Comms Platform http://www.gradwellstatus.com/2010/01/22/ongoing-issue-with-unified-comms-platform/ http://www.gradwellstatus.com/2010/01/22/ongoing-issue-with-unified-comms-platform/#comments Fri, 22 Jan 2010 21:04:44 +0000 paul http://www.gradwellstatus.com/?p=1958 We are currently experiencing an issue with our Unified Comms platform which is preventing registrations by SIP desktop phones and Softphones. This issue does not affect calls routed to mobile devices. We are currently working to resolve this issue as quickly as possible but do not have an ETA at this time for a fix. In the interim customers unable to receive calls may wish to update their call routing rules to send calls to a mobile device as these calls are unaffected. For more information on setting call routing on Hosted Unified Comms platform please see http://www.gradwell.com/support/howto/article/526

***Update 22:12***

If users are finding diverting calls difficult, we can divert to a PSTN of your choice if necessary. If you wish us to action this, please raise a ticket to support@gradwell.com with your Unified Comms telephone number and the PSTN number of your choice and we will make the changes for you.

We apologise for any problems caused by this and would like to assure all users we have our entire TCSA team working on this issue.

***UPDATE*** 22:54

We have restored service to the Unified Comms platform and all SIP phones should now be logged or logging back in. If you are still seeing any problems after a reboot has been performed, then please raise a support ticket to support@gradwell.com.

Again, we apologise for any problems caused.

]]> http://www.gradwellstatus.com/2010/01/22/ongoing-issue-with-unified-comms-platform/feed/ RESOLVED: IVR menu issue http://www.gradwellstatus.com/2010/01/13/in-progress-ivr-menu-issue/ http://www.gradwellstatus.com/2010/01/13/in-progress-ivr-menu-issue/#comments Wed, 13 Jan 2010 09:20:32 +0000 Thomas Causer http://www.gradwellstatus.com/?p=1948 Please be aware that we are currently seeing issues with IVR menu’s on our VoIP system. We are currently investigating the cause of this and hope to have the issue resolved as soon as possible.

We apologise for any inconvenience caused and will post further updates shortly.

UPDATE: 09:28 - This issue has now been cleared by our system admins and all IVR menus are now working again correctly.

]]> http://www.gradwellstatus.com/2010/01/13/in-progress-ivr-menu-issue/feed/ RESOLVED: Outbound Calling Issues http://www.gradwellstatus.com/2009/12/28/in-progress-outbound-calling-issues/ http://www.gradwellstatus.com/2009/12/28/in-progress-outbound-calling-issues/#comments Mon, 28 Dec 2009 14:01:48 +0000 Gavin Lewandowski http://www.gradwellstatus.com/?p=1937 Currently we are experiencing a problem which will affect customers who use our outbound NAT proxy (nat.gradwell.net).

Our oncall engineers have been alerted to the problem and we are awaiting further updates.

If you are a customer experiencing this problem, you will find you are unable to make outbound calls and your phone’s LCD screen may display an error such as “1/SL Proxy Authentication Required”.

*** UPDATE 14:33 ***

This issue has now been resolved and calls are completing successfully through our network.

]]> http://www.gradwellstatus.com/2009/12/28/in-progress-outbound-calling-issues/feed/ RESOLVED - newsip registration problems http://www.gradwellstatus.com/2009/12/27/in-progress-newsip-registration-problems/ http://www.gradwellstatus.com/2009/12/27/in-progress-newsip-registration-problems/#comments Sun, 27 Dec 2009 10:37:08 +0000 Dean Green http://www.gradwellstatus.com/?p=1932 Some users are currently seeing extensions dropping registration and unable to reregister. Our on-call system admin team are looking into this now. We will post any updates here as soon as possible.

We apologise for any problems this is causing

***UPDATE*** 11:30

This has now been fully cleared and all extensions that were showing offline are now registered. If you are still seeing problems after a reboot of your VoIP device, please raise a support incident to support@gradwell.com  Our apologies again for any problems this has caused you.

]]> http://www.gradwellstatus.com/2009/12/27/in-progress-newsip-registration-problems/feed/ RESOLVED: lon-ppc-3 NAT proxy http://www.gradwellstatus.com/2009/12/01/resolved-lon-ppc-3-nat-proxy/ http://www.gradwellstatus.com/2009/12/01/resolved-lon-ppc-3-nat-proxy/#comments Tue, 01 Dec 2009 09:51:38 +0000 David Palmer http://www.gradwellstatus.com/?p=1892 Our NAT proxy, lon-ppc-3 which is used mainly by our partners has stopped responding and has been power cycled by our systems team.  This will have resulted in any calls passing through it at the time being disconnected. We apologise for any inconvenience this will have caused.  If customers see any further problems, we advise restarting VoIP phones before contacting our support team, who will be happy to assist.

]]> http://www.gradwellstatus.com/2009/12/01/resolved-lon-ppc-3-nat-proxy/feed/ RESOLVED - Incoming call problems http://www.gradwellstatus.com/2009/11/28/in-progress-incoming-call-problems/ http://www.gradwellstatus.com/2009/11/28/in-progress-incoming-call-problems/#comments Sat, 28 Nov 2009 14:24:47 +0000 Dean Green http://www.gradwellstatus.com/?p=1886 Some users are seeing issues with incoming calls falling to NU tone. We are investigating this now and will post an update here as soon as possible.

We apologise for any problems this is causing you

***UPDATE*** 14:40

This is now cleared, the fault was not with us but with several misconfigured PBXs on users sites.

]]> http://www.gradwellstatus.com/2009/11/28/in-progress-incoming-call-problems/feed/