Feb 24, 13:31 GMT
We started to receive reports from customers today from around 4pm and resolved by 16:49pm with one-way audio or bad call quality.
One of our External Connectivity Providers had an issue within their core network which meant some customers where traffic reaches our network via this particular Internet Route, suffered packet loss.
BGP Sessions remained active to the External Connectivity Provider (IP Transit Provider) during the packet loss as packet loss was high enough to cause issues with Voice but not long enough for BGP to pick up on the issue and automatically take down the BGP Session and re-route traffic.
We have requested from the affected provider a Reason for Outage Report "RFO" which I have been told will be with us in 24 hours.
We will investigate if our monitoring system can be setup to monitor for small packet loss that would not cause the service to completely fail but nevertheless cause issues with Voice Calls and not show up on our monitoring.
We will provide a copy of the report once received and an update on what we can do to improve network monitoring.
Feb 23, 17:22 GMT
We have been informed the external issue is resolved and waiting for a statement to be released so we can have a clear understanding of what caused the issue with the calls. We will provide a reason for the issues shorlty.
Feb 23, 16:53 GMT
It would now appear the issue is occurring again, we are still investigating.
Feb 23, 16:35 GMT
It would seem the problem has cleared on its own. We will attempt to find out the cause and provide a further update shortly.
Again nothing is showing on our monitoring systems.
Feb 23, 16:24 GMT
We have confirmed the issue is not on our side of the network. Other phone providers are also having the same issues. We are trying to find out the cause still. Update to follow.
Feb 23, 16:10 GMT
We have received a few reports from customers that they are experiencing poor quality audio or one-way audio.
None of our monitoring is showing any issues.
We are investigating to see what is causing it.
Update to follow.
Feb 23, 15:51 GMT