At 16:00 on 13th September 2021, Gradwell systems detected outbound call failures to some mobile numbers. Customers affected would have received the message "Your service has been suspended" when attempting to make an outbound call to these numbers.
Gradwell Engineers were fully engaged on the incident and aware that the calls only affected some mobile networks and identified these calls routed through one of our outbound carriers. At 16:20 BST Gradwell Engineers re-routed this traffic through an alternative outbound carrier and calls returned to normal by 16:26 BST.
Upon further investigation from our product and engineering team, it was identified the outbound carrier for these calls erroneously suspended the services due to their Fraud Management and Call Barring being incorrectly enacted which was triggered by a change to their system. The outbound carrier resolved the issue and we have now restored the original routing. Gradwell are satisfied all outbound calls are routing successfully.
Our supplier has since completed a post-incident review where actions have been identified and completed to mitigate a further occurrence. Gradwell apologies for the loss of services and the impact it has had to your business.