Myphoner - Notice history

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Myphoner Voice - Operational

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Sep 2021 · 100.0%Oct · 100.0%Nov · 100.0%

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Notice history

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Nov 2021

Voice Calls - Unstable
ResolvedDegraded performance4 hours 46 minutes
  • ResolvedUTC

    Current routes are stable and we are closing this incident now, however, we continue to monitor the situation and work with our downstream providers to ensure access to secure and stable routes going forward.

  • UpdateUTC

    We are monitoring the situation with regards to calls to the US and aim to provide an update as soon as we have further information from our voice engineers and providers.

  • UpdateUTC

    Calls to affected the affected region (the US) has stabilized and are working well through the current routes. We will continue to monitor and update where appropriate.

  • MonitoringUTC

    We have successfully made routing changes and are monitoring calls going through to the providers. We are monitoring to ensure the stability of the calls and will update you as the situation changes.

  • IdentifiedUTC

    One of our main routes for telephony has been experiencing an Internet attack (DDOS) similar to the incident from 17 November (4 days ago). We are working on rerouting traffic to other providers in order to normalize the service. We will keep updating this incident as we get updated ourselves.

Myphoner Dialer - Not Initializing
Resolved1 hour 35 minutes
  • ResolvedUTC

    Engineers have been investigating the issue and can confirm that: As load rose on the servers handling voice client connections, the normal load-balancing procedures did not take over as expected, and the servers started to run out of memory. Engineers were able to spot the issue within minutes and restore service to normal. We have since found a weak point in the load balancing and the procedures around the maintenance of the same, steps have been taken to avoid a situation like this in the future. We apologize for the inconvenience caused.

  • MonitoringUTC

    We have investigated the issue and believe that the issue was due to a memory issue on a server, restarting the server has resolved the issue. We are monitoring the dialler closely to ensure that there is no further degraded performance.

  • InvestigatingUTC

    We are experiencing an issue where the dialer for Myphoner Voice is not initializing correctly, causing the dialer to connect & disconnect continuously. We are investigating the issue in order to resolve it and will provide an update shortly.

Voice unstable
ResolvedDegraded performance4 hours 12 minutes
  • ResolvedUTC

    We are continuing to route around the affected main route and monitor the situation, but we are closing this incident now as all activity is back to normal and has been so for a long time.

  • UpdateUTC

    We are continuing to route around the affected main route and monitor the situation. Next update in a few hours latest.

  • UpdateUTC

    We are continuing to monitor for further issues. Downstream providers are maintaining a degraded status, and so are we. Currently, services have returned to normal and all customers should be able to conduct calls as usual. We will update again in one hour unless there are significant changes in the situation.

  • MonitoringUTC

    We are actively rerouting traffic and monitoring the situation. Most customers should experience service as normal again.

  • IdentifiedUTC

    One of our main routes for telephony has been experiencing an Internet attack (DDOS) for a little more than an hour, and we are working hard to reroute traffic and stabilize the situation. Unfortunately, this has affected all customers using voice and are still affecting some. We will keep updating this incident as we get updated ourselves.

Slow Reponse Times
ResolvedDegraded performance2 hours 58 minutes
  • ResolvedUTC

    This incident has been resolved.

  • MonitoringUTC

    A fix has been implemented and we are monitoring the results.

  • IdentifiedUTC

    We are still seeing issues with performance. We have identified the cause and are working to correct it.

  • MonitoringUTC

    There was a connection failure to our redris that coincided with the deploy to fix the issue. This may have resulted in some users seeing error 500's. We are actively monitoring the platform to mitigate any subsequent issues.

  • UpdateUTC

    We are continuing to work on a fix for this issue.

  • IdentifiedUTC

    We are currently experiencing slow response times which is causing time outs to occur, this is greatly affecting the lead view portion of the platform. The issue has been identified and we are realising a fix to resolve it within the next 30 minutes.

500 errors in work and manage sections of the app
ResolvedPartial outage

  • A release with an associated database migration got out of sync and caused pages to respond with error 500. All customers were affected for about an hour. Once we got the database migrated correctly the error was resolved. The main reason for this incident was human error - the procedures for database migrations was not followed properly. As a consequence, we are taking steps to ensure that procedures are followed accordingly going forward.

    UTC

Oct 2021

No notices reported this month

Sep 2021

Call Connectivity USA
ResolvedDegraded performance

  • We were alerted to an issue with one of our downstream carriers that provides traffic to the US. Affected clients would have seen error codes 500 and/or 603 or calls would have started and noise would have been heard. This was due to a codec error from the carrier. In total, the carrier handled less than 10% of all calls to the US and only a fraction of those had errors. We are working with the provider to understand the issue and ensure that we can mitigate them going forward.

    UTC
App not accessible
ResolvedMajor outage2 hours 6 minutes
  • ResolvedUTC

    Our web host engineers have identified the cause of the issues and mitigated the impact, they are continuing to monitor as are we. Myphoner has been stable for over one hour.

  • UpdateUTC

    Our web host engineers have identified the cause of the issues and mitigated the impact, they are continuing to monitor as are we. Myphoner has been stable for over one hour.

  • MonitoringUTC

    Our web host is still reporting issues, but Myphoner is back up. We are continuing to monitor the situation closely.

  • UpdateUTC

    An update from our web host: "Engineers have identified the issue for Common Runtime apps in the EU Region and actively working on resolving the issue. The requests to these applications would fail with a timeout."

  • UpdateUTC

    Web host engineers are still struggling to get systems operational. Myphoner is not yet stable, unfortunately.

  • IdentifiedUTC

    The app seems to be coming back on its legs now. We are still monitoring as our web host is bringing their services back online.

  • InvestigatingUTC

    Our web host is experiencing issues accessing applications, and Myphoner is unfortunately affected by this. We are monitoring closely and will keep updates coming here as soon as we have them.

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