Opened on Monday 15th February 2021, last updated
Resolved — Following a period of monitoring the issue has been confirmed as resolved as we have seen a stable rate of incoming calls and volumes of which have returned to normal levels. We apologise for the disruption to services and assure you that steps are being taken to prevent the incident from happening again.
Identified — The volumes of traffic coming from the upstream carrier indicate that the vast majority of numbers are online. For any customers still experiencing issues please report into the team so we can review and ensure action is taken against these. Once again please accept our sincere apologies for the issues and disruption caused by this issue.
Identified — We are just awaiting an updated traffic report to understand whether call levels have returned to normal. As soon as we receive any further news from the upstream carrier we will advise.
Identified — Whilst many customers will have seen service restored, our upstream carrier has informed us the process to reinstate all traffic is taking longer than initially expected. We have been advised that unfortunately it may be several more hours before all services are back to normal. We apologise for the disruption and would like to assure you that every effort is being made to resolve the incident.
Identified — Incoming call restoration work in ongoing however is taking slightly longer than expected. Please bear with us whilst this work is ongoing and we will continue to keep you updated. Please accept our apologies for the inconvenience.
Identified — We are starting to see incoming calls restoring and are still monitoring until we are satisfied the issue is fully resolved with the upstream carrier. We will continue to keep you updated.