At 15:04 we began to receive reports of inbound calls failing, including the Gradwell Support and Sales phone lines. Upon investigation the support team narrowed down the lines affected to a subset of Gradwell phone numbers and immediately raised the matter to the supplier of these numbers.

Our supplier took over the fault at 15:15, and we began to see calls routing correctly at 15:45. Our supplier has advised that the cause of the incident was a change to Gradwell's routing, which should have applied only to one number. Instead the change was applied to our entire routing, and thus caused all calls to fail.

We've since had confirmation that changes have been made to this suppliers' processes and to their training, to make sure the risk of something as simple as human error is minimised. They have assured us that all possible steps have been taken to prevent such an incident from reoccurring.

Please accept our sincere apologies for the disruption and frustration this caused. We are always looking for ways to ensure our services are as resilient as possible, and will continue to work towards this goal.