Service Status
Incident
Completed
Issue affecting inbound and outboud calls
23/09/2026 18:57
- Investigating
- Identified
- Monitoring
- Resolved
Affected services
Hosted VoIP
We have been made aware of an issue affecting inbound and outbound calling.
Engineers are currently investigating this issue, and will provide an update shortly.
Engineers are currently investigating this issue, and will provide an update shortly.
Completed 28/09/2026 14:12
Updates
Investigating
23/09/2026 18:57
Inbound and outbound calls have been working for some time but we are still monitoring the service.
BLF has not been brought back yet while we investigate.
BLF has not been brought back yet while we investigate.
Resolved
24/09/2026 07:34
The datacentre link was restored shortly before 05:00. Registrations have since returned to normal, and services at the affected site have been brought back online and monitored to confirm stability.
Resolved
28/09/2026 13:18
Wednesday 23rd September 2026 17:51
Upstream Network Outage: A third-party provider (Cogent) suffered an outage, breaking connectivity between data centers (THN and ENF).
Wednesday 23rd September 2026 18:20
All ENF servers stopped and calls were diverted to THN, which enabled calls to be made, but BLF's were disabled
Database Split Dependency: Call handling and Busy Lamp Fields (BLF) rely on sqlsrv2 (ENF), while remaining systems rely on sqlsrv (THN). Because database connections were intentionally split across sites to balance load, the network outage severed cross-site DB communication and disrupted calls and BLF updates.
SIP Server Bug: A bug in the SIP server caused registration drops during the extended outage, and failed to recover automatically once connectivity was restored.
Thursday 24th September 2026 04:00
Cogent resolved the primary network link issue, and the Data links were restored at ENF
Thursday 24th September 2026 06:15
BLF's re-enabled
SIP Service Recovery: Manually rebooted the SIP server and executed a service failover, restoring registration levels to normal
Immediate / Short-Term Actions
Consolidate Databases (Target: Nov 15): Following the Oct 6 web portal release, migrate call handling and BLF back to a single primary database on new hardware.
Enable Inter-DC Link: Complete the ILF–ENF and ENF-THN interconnect to provide resilient cross-site database failover.
Medium-Term Improvements
Database Proxy (Contingency): Implement and test a DB proxy to automatically fail over call handling and BLF traffic if the primary database becomes unavailable.
Asterisk Infrastructure: We will add more Asterisk servers to each DB to handle the traffic increase when running on a single DC in case of an outage.
Upstream Network Outage: A third-party provider (Cogent) suffered an outage, breaking connectivity between data centers (THN and ENF).
Wednesday 23rd September 2026 18:20
All ENF servers stopped and calls were diverted to THN, which enabled calls to be made, but BLF's were disabled
Database Split Dependency: Call handling and Busy Lamp Fields (BLF) rely on sqlsrv2 (ENF), while remaining systems rely on sqlsrv (THN). Because database connections were intentionally split across sites to balance load, the network outage severed cross-site DB communication and disrupted calls and BLF updates.
SIP Server Bug: A bug in the SIP server caused registration drops during the extended outage, and failed to recover automatically once connectivity was restored.
Thursday 24th September 2026 04:00
Cogent resolved the primary network link issue, and the Data links were restored at ENF
Thursday 24th September 2026 06:15
BLF's re-enabled
SIP Service Recovery: Manually rebooted the SIP server and executed a service failover, restoring registration levels to normal
Immediate / Short-Term Actions
Consolidate Databases (Target: Nov 15): Following the Oct 6 web portal release, migrate call handling and BLF back to a single primary database on new hardware.
Enable Inter-DC Link: Complete the ILF–ENF and ENF-THN interconnect to provide resilient cross-site database failover.
Medium-Term Improvements
Database Proxy (Contingency): Implement and test a DB proxy to automatically fail over call handling and BLF traffic if the primary database becomes unavailable.
Asterisk Infrastructure: We will add more Asterisk servers to each DB to handle the traffic increase when running on a single DC in case of an outage.