We have been made aware of a network-wide phone issue regarding Inbound and Outbound Intermittent Call Traffic starting from Dec 12, 2022 - 21:14 ongoing today

It seems to be an unexpected system issue across UK data centres & has affected a much wider set of phone lines. Below, is a running summary from our wholesaler dashboard running live updates for your perusal.

We understand how important this issue is to be resolved and we are working to get this fixed for you as soon as possible. We are constantly monitoring updates, & any real-time updates will follow. Thank you again for bearing with us, we very much appreciate your patience!

Update - We, along with our upstream providers, are currently still awaiting the identified origin carriers to block inbound malicious call traffic which is causing loss of voice service for users. Some of these origin carriers are not UK-based, which impacts the timing of action/resolution due to both time zones and regulatory differences across international territories.

Dec 14, 2022 - 17:03 GMT

Update - We are actively working with the origin carriers who are responsible for blocking malicious inbound calls to prevent them from reaching our network and disrupting service availability for our users. We are awaiting updates from these carriers on the progress of their CLI blocking activity and are confident that they are doing everything in their power to address this issue as quickly as possible.

Current service loss affects Inbound services ONLY. All outbound services (including 999 and other emergency services) remain available and unaffected.

Separately, we are liaising with a number of regulatory bodies, including Ofcom and Comms Council UK, the National Cyber Security Centre, and the National Fraud & Cyber Crime Reporting Centre as a matter of procedure given the information we have compiled over the course of the last 24 hours.

Dec 14, 2022 - 14:46 GMT

Update - As per the guidance from our upstream carrier, the origin carriers have initiated the process of blocking the offending caller line identification (CLI) numbers from which the influx of concurrent malicious calls are originating. The origin carriers will provide us with regular updates on their progress as they work towards resolving the issue.

For security reasons, certain technical details will be redacted from the updates that we receive and share in this status update.

Dec 14, 2022 - 11:59 GMT

Update - After conducting a review involving the senior technical teams at our onward carriers, we can confirm that the majority of malicious inbound calls are from the same origin carriers. Upon conducting a thorough investigation, those origin carriers have determined the traffic is robotic in nature. In response to this finding, we are currently working closely with the origin carriers to take appropriate action to block the traffic and prevent further disruption.

The next update will be at 12:00.

Thank you for your patience as we continue to work to resolve this issue with our carrier partners.

Dec 14, 2022 - 10:58 GMT

Update - As we continue to address the issue of malicious call traffic, we are currently implementing measures to ringfence numbers identified as most severely impacted by this problem, in order to reduce the overall load on our platform and mitigate the negative effects of the influx of incoming calls. We have identified sources of where the bad traffic is coming from and we are hoping the various upstream providers will be blocking the majority of that this morning.

Thank you for your patience as we continue to work to resolve this issue.

Dec 14, 2022 - 07:38 GMT

Update - As we continue to address the issue of malicious call traffic, we are currently implementing measures to ringfence numbers identified as most severely impacted by this problem, in order to reduce the overall load on our platform and mitigate the negative effects of the influx of incoming calls.

Thank you for your patience as we continue to work to resolve this issue.

Dec 13, 2022 - 17:36 GMT

Update - We are continuing to successfully scrub malicious call traffic to restore service to affected customers – this work will continue into the evening

At this time, we cannot confirm when service will be restored for all the affected users but will provide accurate updates as soon as these are available.

We apologise for the continued inconvenience and thank you for your patience as our teams work to resolve this issue.

Dec 13, 2022 - 16:31 GMT

Update - Malicious inbound calls flooding to specific tenants have impacted load across wider clusters of tenants.

We have been working closely with our upstream providers to identify and scrub malicious call traffic targeting specific customers and restore service to all affected services. We are making significant progress to redirect the malicious traffic.

At this time, we cannot confirm when service will be restored for all affected users but will provide accurate updates as soon as these are available.

The next scheduled update will be at 16:00 unless we have an interim update to share with you beforehand.

We apologise for the inconvenience we know this causes and thank you for your patience.

Dec 13, 2022 - 15:08 GMT

Update - We are continuing to work with upstream providers feeding calls to us to identify any non-genuine fraudulent call traffic being received on our platform.
The current disruption is impacting 5% of UK-based end-users.
The next update will be at 15:00
We are extremely sorry for this disruption.

Dec 13, 2022 - 14:06 GMT

Update - We are continuing to work with upstream providers feeding calls to us to identify any non-genuine call traffic being received on our platform.

The current disruption is impacting 5% of UK-based end-users. The next update will be at 13:45

Dec 13, 2022 - 13:00 GMT

Update - We are continuing to work with upstream providers feeding calls to us to identify any non-genuine call traffic being received on our platform.

The current disruption is impacting 7% of UK-based end-users.

The next update will be at 12:45

Dec 13, 2022 - 11:47 GMT

Update - At approximately 13:30 yesterday afternoon (12/12/2022) we detected a significant and abrupt influx of inbound call traffic to our voice platform.

Overnight we have been working closely with upstream providers feeding calls to us to identify any non-genuine traffic, and this work has continued into this morning.

The current disruption impacts varying numbers of users depending on the intensity of inbound call traffic at any one time, but is approximately 5% of UK users.

As we continue to work on this issue we will be publishing hourly updates to inform you of progress. The next update will be at 11:45

Dec 13, 2022 - 10:42 GMT

Update - We are currently working with our upstream providers to fix this issue. Dec 13, 2022 - 07:24 GMT

Update - We are continuing to work on a fix for this issue. Dec 12, 2022 - 21:51 GMT

Identified - We are experiencing a similar issue to earlier and are currently working to resolve. Dec 12, 2022 - 21:14 GMT