Duration: 10 hours

Affected Components: NTA Homepage, Outbound Calls, Dialer, Wallboards, UC Integration, MobeX Mobile, API, Web Interface, Cloud phone book, Handset Provisioning, Inbound Calls, Busy Lamps, MobeX Softphone

Apr 18, 13:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 18, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 18, 13:00:00 GMT+0
Identified - We are performing essential maintenance on our core network to improve the stability of our system. This maintenance will be carried out on Saturday 18th of April from 2pm to 11:59pm. There may be disruption to our service during the maintenance window. This maintenance is classed as high risk..

Duration: 7 hours

Affected Components: Outbound Calls, MobeX Mobile, Inbound Calls, MobeX Softphone

Apr 2, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 3, 04:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 2, 21:00:00 GMT+0
Identified - One of our suppliers is performing maintenance on their core network. The maintenance will be carried out on Thursday 2nd of April from 10pm to 5am. There may be disruption to our service during the maintenance window. This maintenance is classed as at low risk..

Duration: 7 hours

Affected Components: Outbound Calls, MobeX Mobile, Cloud phone book, Inbound Calls, MobeX Softphone

Mar 12, 22:00:00 GMT+0
Identified - One of our suppliers is performing maintenance on their core network. The maintenance will be carried out on Thursday 12th of March from 10pm to 5am. There may be disruption to our service during the maintenance window. This maintenance is classed as at low risk..

Mar 12, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 13, 05:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 6 hours

Affected Components: NTA Homepage, Outbound Calls, Dialer, Wallboards, UC Integration, MobeX Mobile, API, Web Interface, Cloud phone book, No Service Impact Expected, Handset Provisioning, Inbound Calls, Busy Lamps, MobeX Softphone

Feb 27, 00:00:00 GMT+0
Identified - One of our suppliers is performing maintenance on their core network. The maintenance will be carried out on Friday 27th of February from midnight to 6am. We expect there to be no disruption to our service during this time window. This maintenance is classed as at low risk..

Feb 27, 00:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 27, 06:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 16 hours and 51 minutes

Affected Components: NTA Homepage, Outbound Calls, Dialer, Wallboards, UC Integration, MobeX Mobile, API, Web Interface, Cloud phone book, No Service Impact Expected, Handset Provisioning, Lease Lines, Wireless Internet, Inbound Calls, Busy Lamps, MobeX Softphone

Feb 26, 16:45:34 GMT+0
Identified - Whilst we do have failover mechanisms in place, these only apply when the primary connection is hard down. As it currently flapping, this prevents the system moving into failover as the connection is not hard down. Unfortunately, this has put the system in a state where we will have to manually disconnect the link in order to utilise the other links. Our engineers are at site at the datacentre and working on the servers.

Feb 26, 16:55:53 GMT+0
Monitoring - We now have a restricted service back-up and running, but services such as BLF will not be fully operational for a while as we concentrate on getting things running back as normal.

Feb 26, 17:38:38 GMT+0
Monitoring - Whilst services are fully restored, we are waiting for an update from our suppliers as to the reason for the outage. Once we have that,a reason for outage will be issued..

Feb 27, 16:09:59 GMT+0
Postmortem - At 15:42, our upstream connectivity supplier experienced a service outage, causing interface instability (“flapping”) and subsequent service disruption within our network environment. At 15:50, investigations confirmed that the primary customer impact was related to call completion. The instability affected SIP signalling, causing a core service to become unresponsive and preventing calls from completing successfully. Also, preventing access to disable the affected routes and allow the Disaster Recovery to kick in At 16:21, NTA engineers managed to disable the affected interfaces to stabilise the platform and initiate established disaster recovery procedures. At 16:55, service stability was progressively restored following supplier recovery actions, and all services were fully operational and performing within normal parameters. NTA has already scheduled a programme of infrastructure improvements for April, including the migration from the current connectivity supplier to an alternative provider that will deliver enhanced redundancy while improving service resilience. This programme also includes increased rack capacity, deployment of new server infrastructure, and a major platform upgrade to support modern technologies, including AI capabilities and future business growth.

Feb 27, 08:33:35 GMT+0
Resolved - This incident has been resolved. If your handset is still offline, please power cycle it. A reason for the outage will be issued after a thorough investigation into the cause has been conducted. Sorry for any inconvenience this may have caused you.

Feb 26, 15:42:11 GMT+0
Investigating - We are currently investigating this incident at our datacentres, which is affecting our network and the abilility to make and receive calls..

Feb 26, 15:50:17 GMT+0
Identified - We are continuing to work on a fix for this incident..

Feb 26, 16:21:34 GMT+0
Identified - Engineers have been dispatched to one of the datacentres to work on the issue.

Duration: 2 hours and 7 minutes

Affected Components: Outbound Calls, Inbound Calls, Dialer, UC Integration, MobeX Mobile, API, Web Interface, No Service Impact Expected, Handset Provisioning, Busy Lamps, MobeX Softphone

Dec 31, 13:39:22 GMT+0
Investigating - We have become aware of an outage on one of the upstream providers. We are currently investigating this incident..

Dec 31, 13:51:45 GMT+0
Identified - We are continuing to work on a fix for this incident..

Dec 31, 13:55:11 GMT+0
Investigating - We are currently investigating this incident..

Dec 31, 14:21:47 GMT+0
Investigating - We are currently investigating this incident..

Dec 31, 14:45:22 GMT+0
Identified - While the service is now working, we are continuing to work on a fix for this incident. .

Dec 31, 15:21:56 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Dec 31, 15:46:07 GMT+0
Resolved - This incident has been resolved. The system is now up and working. A reason for outage will be issued after a thorough investigation.

Jan 2, 14:30:35 GMT+0
Postmortem - **RFO – Wednesday 31st December** At **13:39**, our primary service provider experienced extremely high latency on the connections supplying our network. While this caused service degradation, the connections did not go fully offline, which prevented automatic disaster recovery from initiating. At **13:51**, we manually shut down the affected interfaces, allowing disaster recovery procedures to begin. Due to the nature of the fault, services on the impacted connections then had to be manually terminated in order to fully restore service. At **14:21**, we identified that the primary impact was on call completion. One service was becoming stuck as SIP signalling was adversely affected by the high latency, preventing calls from completing successfully. By **14:35**, all services were fully restored and operating normally..

Jan 2, 08:46:59 GMT+0
Resolved - This incident has been resolved..

Duration: 32 minutes

Affected Components: Wallboards, API, UC Integration, MobeX Softphone

Oct 10, 09:16:45 GMT+0
Monitoring - This morning, we had a brief issue with our Web Server and APIs, which caused a temporary disruption to services such as Wallboards and MobeX Web. We implemented an immediate fix; therefore, these services are now operational. We are currently monitoring the result..

Oct 10, 09:49:03 GMT+0
Resolved - This incident has been resolved, and we will continue to monitor our servers..

Duration: 3 hours

Affected Components: Outbound Calls, Inbound Calls, Busy Lamps

Sep 3, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 3, 20:00:00 GMT+0
Identified - Wednesday, 03 September 2025 between 21:00 - 00:00 Work is required in order to improve our systems. Wednesday night between 21:00 - 00:00 we will be carrying out essential systems work. This maintenance is classed as at low risk..

Sep 3, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 4 hours and 39 minutes

Sep 1, 09:56:59 GMT+0
Investigating - We are currently investigating a fault with invoice generation on [ntalk.co.uk](http://ntalk.co.uk). All invoices are now being regenerated. This could take up to the end of the business day. Any invoices dated 01/09/2025 will be replaced with a new invoice. Please email [accounts@nta.co.uk](mailto:accounts@nta.co.uk) for any questions. Updates will be available on this status page when available. We apologise for any inconvenience caused..

Sep 1, 10:48:43 GMT+0
Identified - The invoice generation has been restarted.

Sep 1, 14:35:35 GMT+0
Resolved - All 01/09/2025 invoices have now been generated. Please go to Reports > Invoices on the portal. Thank you for your patience..

Duration: 4 hours

Affected Components: Outbound Calls, Dialer, Inbound Calls, Wallboards, Web Interface, API, Handset Provisioning, MobeX Mobile, UC Integration, MobeX Softphone, Cloud phone book, Busy Lamps

Jul 19, 18:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 19, 18:00:00 GMT+0
Identified - Work is required to replace one of our routers. This maintenance will take place between 7PM and 11PM Saturday 19th of July 2025. This maintenance is classed as high risk..

Jul 19, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 days, 22 hours and 22 minutes

Affected Components: Outbound Calls, Wallboards, No Service Impact Expected, Inbound Calls, NTA Homepage, Dialer, Lease Lines, Wireless Internet, Web Interface, API, Handset Provisioning, MobeX Mobile, UC Integration, MobeX Softphone, Cloud phone book, Busy Lamps

Jul 11, 09:58:09 GMT+0
Investigating - We are currently aware of an incident affecting the telephone lines. We are currently investigating the cause. We will send out further updates when we find out more information..

Jul 11, 10:33:05 GMT+0
Identified - BLF's have temporarily been disabled while service is fully restored.

Jul 11, 11:08:13 GMT+0
Identified - The outage has been identified as a network issue, which is being fully investigated. All services have been restored to normal, apart from the BLFs, which will be restored later today. An RFO will be issued following the investigation has been completed.

Jul 11, 13:54:31 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jul 14, 08:19:39 GMT+0
Resolved - This incident has been resolved and the BLF lights have been re-enabled. An RFO will be issued later.

Jul 14, 11:42:38 GMT+0
Resolved - RFO Friday 11th July 10:13 A router card failure was identified at one of our Datacentres in Enfield. Although the router failure was only for 10 minutes and returned to service at 10:23, it caused an issue with the routing of calls whereby either the call was terminated or it made the call became unanswerable. 10:50 After identifying the cause of the failure, the affected card was removed from service and the BLFs were disabled, to allow the routing to stabilise. 11.42 The fault was resolved, with services being fully restored, apart from BLFs, due to the load that would suddenly be added to the servers Weekend of 12.07.25 to 13.07.25 - BLFs were switched back on and all services to the network made fully active To prevent this incident from reoccurring, the affected router will be replaced on the weekend starting 19.07.25.

Duration: 3 hours

Affected Components: Handset Provisioning, MobeX Mobile, MobeX Softphone, Cloud phone book

Jun 18, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 18, 20:00:00 GMT+0
Identified - Wednesday, 18 June 2025 between 21:00 - 00:00 Work is required in order to improve our systems. Wednesday night between 21:00 - 00:00 we will be carrying out essential work on Cloud phone book and provisioning systems. This maintenance is classed as at low risk..

Jun 18, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 2 hours

Affected Components: Web Interface, API, Handset Provisioning, MobeX Mobile, UC Integration, MobeX Softphone

Jun 2, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 2, 21:00:00 GMT+0
Identified - Monday, 2 June 2025 between 22:00 - 00:00 Work is required in order to improve our systems. Monday night between 22:00 - 00:00 we will be deploying the new Ntalk portal that will replace the current Hosted portal. This maintenance is classed as at low risk..

Jun 2, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: Web Interface, API, Handset Provisioning, MobeX Mobile, MobeX Softphone

Jun 2, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 2, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 2, 20:00:00 GMT+0
Identified - Monday, 02 June 2025 between 21:00 - 00:00 Work is required in order to improve our systems. Monday night between 21:00 - 00:00 we will be updating our portal to use the new web interface (the one being tested on https://ntalk.co.uk). This maintenance is classed as at low risk..

Duration: 2 days and 29 minutes

Affected Components: Handset Provisioning

Jun 4, 10:28:34 GMT+0
Resolved - Whilst we are aware there are a few extensions with problems still, we will resolve those shortly. Please see below the RFO In the new implementation of our Cloud Phonebook we decided to use some proxies to improve its availability and also add a few new features. We opted for using HAProxy, a well-known open-source project, that has been in use for many years (it is responsible for handling provisioning, wallboards, MobeX plus many internal projects). We also developed an LDAP Proxy to allow us to add a cache to improve the responses and sorting (something that models like C30 and below cannot do). The solution was tested internally and worked fine. Unfortunately, while moving it to production, we started to receive reports that the Cloud Phonebook was failing and some devices (A10, B20 plus C30) were rebooting. After the initial investigation, we found that some of the behaviours were causing the connections to be denied, so we improved it to handle an increase in traffic that we couldn't reproduce during the internal tests. However, the rebooting of the devices was unexpected and the only real hypothesis was that something in the middle between the LDAP servers and the devices was creating packets that the devices couldn't handle. Initially, we decided to stop using the LDAP Proxy as it could be sending the wrong packets which started to reprovision the devices. This is a process that could take several hours because it would not be good to have all the devices coming to the system at the same time. After the C30 devices were reprovisioned, we kept monitoring the systems and took notes of reports. There was also a possibility that the devices that were still rebooting were the ones we could not reach for reprovisioning because they were in use at the time that we sent the requests. After more internal checks we noticed that this was not the case, so the only other piece of software that could be causing the reboots was the HAProxy itself. The fact that it was affecting only the old Hosted models probably meant that they couldn't handle some packets that were being sent to them. We started to reprovision all devices to connect directly to the LDAP servers, avoiding any proxies in the middle, after this was done no more reboots were detected. This means that we can't use the HAProxy with the LDAP servers. However, it doesn't mean that we will not be implementing our LDAP Proxy again in the near future, since the LDAP Proxy was behind the HAProxy, it is possible that the LDAP Proxy was not failing, but just facing the same issues with the HAProxy too. This implementation will be done in a slow-paced rollout to avoid causing more issues with the cloud phonebook access in the future. The new LDAP Proxy is a really important part of our new cloud phonebook strategy because it will make the Dir requests much quicker and it'll add sorting support for models A, B plus C30. We really do apologize for this unexpected issue and will keep you updated on our plans in the future.

Jun 2, 10:00:00 GMT+0
Identified - We are aware of the C30 handsets rebooting/cutting off. This has been identified as an issue with LDAP. Please reset thee handset by pressing the OK button for 10 seconds to clear the configuration out of the handset to clear this. This is also causing Cloud Phonebook issues on other handsets, we are continuing to work on a fix for this incident..

Jun 3, 11:16:59 GMT+0
Identified - We will be reprovisioning the C30 devices, after that it will be A, B, E, F, and then C33 and Ds which will take one hour per group After this,the number of entries in the Cloud Phonebook will be worked on followed by the ringtones.

Jun 3, 13:46:36 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result. We are sending the connections directly to the LDAP server therefore bypassing the haproxy now and removing anything obstruction in the chain.

Jun 3, 15:14:14 GMT+0
Monitoring - Yealink handsets will be reprovisioned after 18:00 tonight which should resolve the ringtone issues.

Duration: 5 hours and 1 minute

Affected Components: Web Interface, Outbound Calls, Inbound Calls

Mar 24, 10:47:45 GMT+0
Identified - Please see the inserted link for further information on this matter <https://www.ispreview.co.uk/index.php/2025/03/broadband-isps-report-uk-connectivity-problems-with-vulnerable-draytek-routers.html>.

Mar 24, 14:38:51 GMT+0
Resolved - As the issue is down to the use of the Draytek routers and not a direct NTA issue this is deemed to be a non-NTA incident and only an advisory notification and therefore the issue will be closed.

Mar 24, 13:07:02 GMT+0
Monitoring - We have been advised of a fix for the current issue with the Draytek routers. Please disable SSL VPN and Remote management on the router.

Mar 24, 09:37:45 GMT+0
Investigating - We are currently investigating this incident. However, we have been advised that this is due to firmware changes on Draytek routers. Please contact your IT team for assistance.

Duration: 3 hours

Affected Components: Web Interface, API, MobeX Softphone, Outbound Calls, Lease Lines, Dialer, Wallboards, Handset Provisioning, Busy Lamps, Inbound Calls, NTA Homepage, MobeX Mobile

Mar 15, 14:00:00 GMT+0
Identified - Maintenance is required to improve our network infrastructure. The maintenance is planned for Saturday 15th of March. This maintenance is classed as high risk..

Mar 15, 14:00:01 GMT+0
Identified - Maintenance is now in progress.

Mar 15, 17:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 2 hours

Affected Components: Web Interface, API, MobeX Softphone, Outbound Calls, Lease Lines, UC Integration, Dialer, Wallboards, Handset Provisioning, Busy Lamps, Inbound Calls, NTA Homepage, MobeX Mobile

Feb 16, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Feb 16, 20:00:00 GMT+0
Identified - Work is required in order to update our systems. This work will take place Sunday 16th February 2025 between 20:00 - 22:00. This maintenance is classed as low risk..

Feb 16, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 1 hour

Affected Components: MobeX Softphone, MobeX Mobile

Feb 11, 21:00:00 GMT+0
Identified - Tuesday, 11 February 2025 between 21:00 - 22:00. Work is required in order to improve our MobeX systems. Tuesday night between 21:00 - 22:00 we will be carrying out essential systems update. This maintenance is classed as at low risk..

Feb 11, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 11, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 1 hour

Affected Components: Web Interface, API, MobeX Softphone, Outbound Calls, Dialer, Wallboards, Handset Provisioning, Busy Lamps, Inbound Calls, NTA Homepage, MobeX Mobile

Feb 6, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Feb 6, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 6, 21:00:00 GMT+0
Identified - Work is required in order to update our systems. This work will take place Thursday 6th February 2025 between 21:00 - 22:00. This maintenance is classed as low risk..

Duration: 1 hour

Affected Components: No Service Impact Expected

Jan 19, 20:00:00 GMT+0
Identified - Work is required in order to update our systems. This work will take place Sunday 19th January 2025 between 20:00 - 21:00. This maintenance is classed as low risk..

Jan 19, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jan 19, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 3 hours

Affected Components: Web Interface, API, MobeX Softphone, Outbound Calls, Lease Lines, Dialer, Wallboards, Handset Provisioning, Busy Lamps, Inbound Calls, NTA Homepage, MobeX Mobile

Nov 16, 22:00:00 GMT+0
Identified - Work is required in order to update our systems. This work will take place Saturday 30th of November between 22:00 - 01:00. This maintenance is classed as medium risk..

Nov 17, 01:00:00 GMT+0
Completed - Maintenance has completed successfully.

Nov 16, 22:00:01 GMT+0
Identified - Maintenance is now in progress.

Nov 17, 01:00:00 GMT+0
Completed - Maintenance has completed successfully.

Oct 18, 09:20:12 GMT+0
Identified - The planned maintenance for the 30th of November has been moved to the 16th of November (10PM to 1AM.) This maintenance is classed as medium risk..

Duration: 2 hours and 20 minutes

Affected Components: No Service Impact Expected

Oct 28, 09:22:20 GMT+0
Investigating - We are aware that some of the handsets are showing the incorrect time. We are currently investigating to resolve this issue. Sorry for any inconvenience this may cause..

Oct 28, 09:53:21 GMT+0
Identified - The issue has been identified and a resolution is being put in place..

Oct 28, 10:31:22 GMT+0
Identified - The issue will be rectified within the next 30 minutes, you may see your handset being reprovisioned during this time.

Oct 28, 11:42:38 GMT+0
Resolved - This incident has been resolved. If your handset is still showing the incorrect time please reboot the device.

Duration: 2 hours and 19 minutes

Affected Components: Lease Lines, Wireless Internet

Oct 2, 12:00:17 GMT+0
Identified - We are aware that some broadband services are not in service. We are continuing to work with our suppliers on a fix for this incident..

Oct 2, 12:27:06 GMT+0
Monitoring - A fix has been implemented by the supplier and whilst this seems to have resolved the situation we will continue to monitor it.

Oct 2, 14:18:55 GMT+0
Resolved - Although the issue now appears to be resolved and was due to a DNS issue with the supplier we will continue to monitor the situation. We apologise for any inconvenience caused.

Duration: 3 hours

Affected Components: Web Interface, API, MobeX Softphone, Outbound Calls, UC Integration, Dialer, Wallboards, Handset Provisioning, Busy Lamps, Inbound Calls, NTA Homepage, MobeX Mobile

Sep 14, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 14, 20:00:00 GMT+0
Identified - Work is required in order to improve our systems. Saturday night between 21:00 - 23:59 we will be carrying out essential systems update. This maintenance is classed as at medium risk..

Sep 14, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: Web Interface, API

Sep 4, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Sep 4, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Sep 4, 20:00:00 GMT+0
Identified - Wednesday, 04 September 2024 between 21:00 - 00:00 Work is required in order to improve our portal. Wednesday night between 21:00 - 00:00 we will be carrying out essential portal update. This maintenance is classed as at low risk..

Duration: 4 days, 8 hours and 27 minutes

Affected Components: UC Integration

Sep 2, 09:17:59 GMT+0
Identified - We are currently investigating an issue with the UC+ server where clients are showing that the server is unlicensed..

Sep 2, 11:02:26 GMT+0
Resolved - We implemented a fix and are currently monitoring the result. Some UC+ clients are not automatically reconnecting, please close and reopen the application to reconnect to the server..

Duration: 1 hour and 27 minutes

Affected Components: Lease Lines, Wireless Internet

Aug 12, 14:06:36 GMT+0
Identified - The issue appears to an issue with Google DNS resolution on the router.

Aug 12, 13:52:36 GMT+0
Investigating - We have identified that numerous broadbands are currently offline nationally. We are currently investigating this incident..

Aug 12, 14:32:47 GMT+0
Monitoring - Although the incident now appears to be resolved we will continue to monitor the situation.

Aug 12, 15:19:30 GMT+0
Resolved - The incident now appears to be resolved. We will continue to monitor still though.

Duration: 2 hours

Affected Components: Outbound Calls, Inbound Calls

Jul 31, 20:00:00 GMT+0
Identified - Wednesday, 31 July 2024 between 21:00 - 23:00 Work is required in order to improve our systems. Wednesday night between 21:00 - 23:00 we will be carrying out essential system upgrade. This maintenance is classed as at low risk..

Jul 31, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 31, 22:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 17 hours and 46 minutes

Affected Components: Lease Lines

Jul 24, 16:10:11 GMT+0
Monitoring - We are aware that some broadbands are still offline. If possible can you please power down the router for 20 minutes to try and kill any stale sessions it may have which was caused by the outage..

Jul 24, 12:37:30 GMT+0
Investigating - One of our upstream broadband suppliers is having issues affecting some of customers. We are currently investigating this incident..

Jul 24, 13:37:12 GMT+0
Identified - The supplier is still working on a resolution to the issue and hopes to have it resolved as soon as possible.

Jul 25, 06:23:51 GMT+0
Resolved - Whilst the incident is now resolved we are waiting for a Reason For Outage from the supplier. As soon as we have this we will update this page.

Jul 25, 08:58:14 GMT+0
Resolved - Reason For Outage on 24.07.24 The supplier has informed us that they had a power issue on a bank of servers at one of their data centres. This caused stale sessions on the broadband connections. If you still do not have any service, please power down the router for 30 minutes..

Duration: 3 hours

Affected Components: Web Interface, API, MobeX Softphone, Outbound Calls, Lease Lines, UC Integration, Dialer, Wallboards, Handset Provisioning, Wireless Internet, Busy Lamps, Inbound Calls, NTA Homepage, MobeX Mobile

Jul 19, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 19, 20:00:00 GMT+0
Identified - Friday, 19 July 2024 between 21:00 - 23:59 Work is required in order to improve our systems. Friday night between 21:00 - 23:59 we will be carrying out essential systems update. This maintenance is classed as at medium risk..

Jul 19, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jul 19, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: MobeX Softphone, Outbound Calls, Busy Lamps, Inbound Calls, MobeX Mobile

Jul 12, 20:00:00 GMT+0
Identified - Friday, 12 July 2024 between 21:00 - 00:00 Work is required in order to improve our systems. Friday night between 21:00 - 00:00 we will be carrying out essential systems update. This maintenance is classed as at low risk..

Jul 12, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 12, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 3 hours

Affected Components: Wireless Internet

Jul 5, 18:00:00 GMT+0
Identified - Friday, 5 July 2024 between 19:00 - 22:00 Work is required in order to improve our systems. Friday night between 19:00 - 22:00 we will be carrying out essential systems update. This maintenance is classed as at low risk..

Jul 5, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jul 5, 18:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 6 hours

Affected Components: Lease Lines

Jun 24, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 24, 17:00:01 GMT+0
Identified - Maintenance is now in progress.

Jun 24, 17:00:00 GMT+0
Identified - Work is required on our network to improve our service. Monday night between 18:00 - 00:00 we will be carrying out essential network maintenance. This maintenance will only effect layer 2 lease lines..

Duration: 3 hours

Affected Components: MobeX Softphone, Outbound Calls, Busy Lamps, Inbound Calls, MobeX Mobile

Jun 18, 20:00:00 GMT+0
Identified - Tuesday, 18 June 2024 between 21:00 - 00:00 Work is required in order to improve our systems. Tuesday night between 21:00 - 00:00 we will be carrying out essential systems update. This maintenance is classed as at low risk..

Jun 18, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jun 18, 20:00:01 GMT+0
Identified - Maintenance is now in progress.

Duration: 42 minutes

Affected Components: Wallboards

Jun 11, 15:22:00 GMT+0
Investigating - We are aware that there is currently an issue with the wallboards. We are currently investigating this incident..

Jun 11, 15:34:58 GMT+0
Monitoring - This incident has been resolved. However, we will still keep monitoring the situation.

Jun 11, 16:03:31 GMT+0
Resolved - Although this incident has been resolved we will keep monitoring the situation.

Duration: 11 hours and 7 minutes

Affected Components: Handset Provisioning, No Service Impact Expected

Apr 26, 10:21:56 GMT+0
Identified - We are aware of a cloud phonebook issue that is affecting some of our customers and we are working to resolve it..

Apr 26, 21:28:40 GMT+0
Resolved - This incident regarding the Cloud phonebook and BLF parking has now been resolved. We apologise for any inconvenience caused.

Duration: 7 days, 1 hour and 23 minutes

Affected Components: Busy Lamps

Apr 19, 08:54:34 GMT+0
Investigating - We are aware of the issue with BLF lights and are currently working on a resolution to this.

Apr 19, 12:27:28 GMT+0
Identified - We are still working on a resolution to the BLF issue and will update you again in due course.

Apr 20, 07:31:49 GMT+0
Monitoring - We are still working towards a full resolution to the BLF issue and will update you accordingly.

Apr 22, 11:17:16 GMT+0
Monitoring - Over the weekend we implemented a solution and are currently monitoring the outcome. If you are still experiencing an issue please advise us..

Apr 26, 10:17:51 GMT+0
Resolved - This incident has been resolved..

Duration: 3 days, 2 hours and 51 minutes

Affected Components: Outbound Calls, Inbound Calls

Apr 16, 05:58:59 GMT+0
Investigating - We are aware of an issue with BLFs and are currently investigating this incident..

Apr 16, 10:53:55 GMT+0
Identified - We have discovered some unusual traffic that overloaded the server which we are investigating. This is causing the call issues you may be experiencing.

Apr 16, 12:50:34 GMT+0
Identified - We are aware that there are still issues with calls and registrations on our service. We are working hard to resolve these and hope to have an outcome soon. Sorry for any inconvenience.

Apr 16, 14:37:37 GMT+0
Monitoring - We are still monitoring the calls and registrations and will update this page when we have further information.

Apr 17, 11:47:05 GMT+0
Monitoring - Although the services appear to have returned to normal we are still monitoring the situation.

Apr 18, 10:01:56 GMT+0
Monitoring - Although the calling issues have been resolved we are still seeing issues with the BLFs for some models of phones. We are investigating the cause of this.

Apr 19, 08:50:06 GMT+0
Resolved - The issue regarding calls & registrations is now resolved and this ticket closed.

Duration: 3 hours

Affected Components: MobeX Softphone, Outbound Calls, Busy Lamps, Inbound Calls, MobeX Mobile

Apr 15, 23:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 16, 02:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 15, 23:00:00 GMT+0
Identified - Tuesday, 16 April 2024 between 00:00 - 03:00 Work is required in order to improve our systems. Tuesday between 00:00 - 03:00 we will be carrying out essential updates. This maintenance is classed as at medium risk..

Duration: 19 hours and 19 minutes

Affected Components: Handset Provisioning, Inbound Calls

Apr 16, 05:38:26 GMT+0
Monitoring - While doing the emergency maintenance last night we implemented a fix for the Gigaset manufactured handsets. If your handset is still not registered please powercycle the handset. We are currently monitoring the result..

Apr 15, 14:39:20 GMT+0
Investigating - We are aware of an issue with the registration and ringing of Gigaset handsets. We are currently investigating this issue.

Apr 15, 18:23:04 GMT+0
Identified - The investigation into Gigaset registrations is still ongoing and we will advise as soon as we have any further information.

Apr 16, 09:58:29 GMT+0
Resolved - This incident has been resolved. However, should you still experience any issues with these phones please advise the support team. We apologise for any inconvenience caused.

Duration: 2 hours

Affected Components: MobeX Softphone, Outbound Calls, Busy Lamps, Inbound Calls, MobeX Mobile

Apr 13, 23:00:00 GMT+0
Completed - Maintenance has completed successfully.

Apr 13, 21:00:01 GMT+0
Identified - Maintenance is now in progress.

Apr 13, 21:00:00 GMT+0
Identified - On Saturday 13th April 2024 from 10:00pm to midnight, essential system maintenance is scheduled to enhance our systems' performance. During this upgrade, we will be improving the system reliability following the issues identified on 25th March 2024\. The enhancements will not only optimise performance but also ensure swift recovery in the event of future complications. This maintenance is classed as medium risk. .

Duration: 23 hours and 45 minutes

Affected Components: Lease Lines, Wireless Internet

Apr 4, 12:32:17 GMT+0
Identified - We are aware that the issue with the DNS of some of the circuits we provide is having issues again. We are working with the provider to resolve this and will give another update as soon as we have more information.

Apr 4, 13:03:11 GMT+0
Monitoring - The outage is believed to be linked to a global DNS amplification attack being broadcast at multiple networks..

Apr 4, 14:07:45 GMT+0
Monitoring - We have seen traffic levels return to normal following mitigating actions by our supplier's networks teams. This situation is continuing to be investigated and monitored.

Apr 4, 16:05:07 GMT+0
Monitoring - Although the issue appears to be resolved we will continue to monitor the service.

Apr 5, 12:17:20 GMT+0
Resolved - This incident has been resolved. The outage was caused by a Global Dos attack on networks.

Duration: 21 days, 18 hours and 9 minutes

Affected Components: Lease Lines, Wireless Internet

Apr 2, 15:21:41 GMT+0
Monitoring - We are still monitoring for any further issues..

Apr 3, 07:18:39 GMT+0
Resolved - This incident has been resolved. We will issue an RFO as soon as we have the confirmed information from our suppliers.

Apr 2, 10:12:31 GMT+0
Identified - We are aware of an issue nationally with Internet services where although phone services do work the associated Internet service is not working. We are currently investigating this with our suppliers, but please check with your supplier should it not be supplied by us..

Apr 2, 10:36:16 GMT+0
Identified - We are continuing to work on a fix for this incident..

Apr 2, 11:29:03 GMT+0
Identified - We are continuing to work on a fix for this incident. The issue is indicating to be a national DNS and our suppliers are working to resolve this.

Apr 2, 12:50:47 GMT+0
Monitoring - We are seeing traffic levels return to normal and getting reports that normal service is resuming. We are awaiting for an all clear from networks teams and monitoring the situation. .

Apr 2, 13:57:16 GMT+0
Monitoring - No further issues are being identified. We will continue to monitor the situation for any changes..

Duration: 23 hours and 12 minutes

Affected Components: Web Interface, API, MobeX Softphone, Outbound Calls, Lease Lines, UC Integration, Dialer, Wallboards, Handset Provisioning, Wireless Internet, No Service Impact Expected, Busy Lamps, Inbound Calls, NTA Homepage, MobeX Mobile

Mar 25, 15:28:31 GMT+0
Identified - Unfortunately the resolution found has not cleared the issue. We are working to resolve the issue and apologise again for any inconvenience.

Mar 25, 13:26:28 GMT+0
Investigating - We are aware of an issue affecting our network. We are currently working to resolve this and apologise for any issue this is causing you.

Mar 25, 13:46:11 GMT+0
Identified - The BLF monitoring will shortly be disabled, the connections will then be momentarily dropped and then the servers restarted to resolve the issue.

Mar 25, 14:32:56 GMT+0
Identified - We are continuing to work on a fix for this incident. The network is slowly returning to normal and hopefully will be fully functioning shortly.

Mar 25, 15:40:06 GMT+0
Monitoring - The system is now back and working, however, the BLF function will remain off until this evening so that it can be brought back online when the traffic is lower and the network has fully stabilised.

Mar 25, 17:20:36 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result. There are a few calls that are stuck and are being cleared as soon as possible.

Mar 26, 08:12:21 GMT+0
Monitoring - We now believe the issue to be resolved but will keep monitoring. An RFO will be issued in due course.

Mar 26, 12:38:48 GMT+0
Resolved - **Incident Resolution and Future Plans** On the morning of 25/03, we encountered issues with our SIP server as multiple extensions were unable to register due to a memory leak. After migrating to our secondary server and rebooting the main server, a deadlock situation arose, preventing either server from providing services. To address this, we performed a quick reboot of both servers, with our Disaster Recovery solution effectively redirecting inbound calls during the process. Upon bringing the SIP servers back online, we encountered a recurrence of the issues due to an overwhelming number of BLF requests bombarding the server, causing system instability. This highlighted the need for a more robust solution to handle such scenarios in the future. We are currently in the process of updating the SIP server and transitioning to a more advanced version of our redundancy software, with a particular focus on efficiently handling BLF requests. As a result, the new BLF approach and the updated SIP servers will take precedence as critical projects, undergoing extensive testing and meticulous attention. We plan to implement these updates on a Saturday night after 10PM to minimize potential minor instability during the transition, and we will provide advance notification before proceeding. We sincerely apologize for the inconvenience caused and assure you that we are leveraging this experience to enhance the redundancy and reliability of our systems, delivering a solution that meets your expectations..

Affected Components: MobeX Softphone, Outbound Calls, Handset Provisioning, No Service Impact Expected, Busy Lamps, Inbound Calls, MobeX Mobile

Mar 25, 10:31:00 GMT+0
Resolved - After the recent system outage on 25/03, we encountered a surge of requests from our users, particularly regarding BLF subscriptions. This uptake in BLF usage has been remarkable, showcasing the growing demand for our services. Recognising this shift, we developed a new and robust solution to effectively manage the current and future influx of BLFs within our system. **Incremental Implementation for Enhanced Performance** Beginning on 13/04, we initiated the implementation of our new solutions daily, carefully orchestrating this process during off-peak hours to ensure seamless service for our users. While this approach initially posed challenges in testing the solution in real-time scenarios, it allowed us to meticulously fine-tune our processes, guaranteeing a smooth transition without compromising the quality of our services. **Confidence in Future Network Growth** Following several days of meticulous development and deployment, we are now extremely confident in our ability to accommodate the anticipated growth of our network. Our new solution, a robust distributed cluster of servers dedicated solely to handling BLF subscriptions, marks a pivotal advancement. By segregating BLFs from other SIP packets and enabling on-demand server scaling, we have fortified our infrastructure to swiftly adapt to any unforeseen traffic spikes and effectively reduce any potential "DDOS" attacks. We are proud to have established an enhanced system that ensures the seamless management of BLFs and provides a secure and adaptable framework for our network's future growth..

Duration: 2 days, 1 hour and 36 minutes

Affected Components: MobeX Mobile

Jan 24, 11:38:49 GMT+0
Identified - We have been made aware that we are getting warnings about the safety of the Mobex+ app on Android, while it is still safe to use we are continuing to work on a fix for this notification..

Jan 26, 13:14:51 GMT+0
Resolved - This incident has been resolved and Google has accepted our policies for Mobex+ certification.

Duration: 22 hours and 12 minutes

Affected Components: MobeX Mobile

Jan 11, 10:54:04 GMT+0
Identified - Google has again deemed some of the components for the certification of Mobex+ on Android to be invalid and you may get a security notification, this is despite them agreeing it was safe back in July 2023. The app is perfectly safe to use but at the moment you will not be able to download it from the Play Store. We are continuing to work on a fix for this incident and apologise for any inconvenience it may cause you..

Jan 12, 09:06:11 GMT+0
Resolved - This incident has been resolved and Mobex+ is now available in Play Store..

Duration: 1 day, 9 hours and 19 minutes

Affected Components: MobeX Mobile

Jan 6, 17:43:28 GMT+0
Resolved - This has now been resolved and Mobex+ is now back available on the Play Store.

Jan 5, 08:24:40 GMT+0
Identified - Google has again deemed some of the components for the certification of Mobex+ on Android to be invalid and you may get a security notification, this is despite them agreeing it was safe. The app is perfectly safe to use but at the moment you will not be able to download it from the Play Store. We are continuing to work on a fix for this incident and apologise for any inconvenience it may cause you.

Duration: 23 hours and 24 minutes

Affected Components: MobeX Mobile

Dec 28, 09:36:24 GMT+0
Resolved - The incident has now been resolved and the app is available on Playstore now.

Dec 27, 10:12:08 GMT+0
Identified - Android users of Mobex may see a notification on their devices that the app is harmful to their device and to uninstall it. Please advise them **not** to do so as it is an error on Google's part with their certification. We are working with Google to get a quick resolution and apologise for any confusion this may be causing.