All Systems Operational
Authentication ? Operational
90 days ago
100.0 % uptime
Today
Virtual Contact Centre ? Operational
90 days ago
100.0 % uptime
Today
User Interface ? Operational
90 days ago
100.0 % uptime
Today
Voice Ingress ? Operational
90 days ago
100.0 % uptime
Today
WebChat Ingress/Egress ? Operational
90 days ago
100.0 % uptime
Today
Email Ingress ? Operational
90 days ago
100.0 % uptime
Today
SMS Ingress ? Operational
90 days ago
100.0 % uptime
Today
Payments ? Operational
90 days ago
100.0 % uptime
Today
Voice Egress ? Operational
90 days ago
100.0 % uptime
Today
AI Chat Bot ? Operational
90 days ago
100.0 % uptime
Today
SMS Egress ? Operational
90 days ago
100.0 % uptime
Today
Manager Pro UI Operational
90 days ago
100.0 % uptime
Today
Data Capture Operational
90 days ago
100.0 % uptime
Today
Wall Boards Operational
90 days ago
100.0 % uptime
Today
Online Statistics Operational
90 days ago
100.0 % uptime
Today
Call Recording Operational
90 days ago
100.0 % uptime
Today
Voicemail Operational
90 days ago
100.0 % uptime
Today
Automated Dialler / Callback Lists Operational
90 days ago
100.0 % uptime
Today
PSTN Voice Platform ? Operational
90 days ago
100.0 % uptime
Today
Hubbub Voip Platform Operational
90 days ago
100.0 % uptime
Today
Telecoms/Data Network ? Operational
AWS ec2-eu-west-2 Operational
AWS s3-eu-west-2 Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Past Incidents
Apr 17, 2024

No incidents reported today.

Apr 16, 2024

No incidents reported.

Apr 15, 2024

No incidents reported.

Apr 14, 2024

No incidents reported.

Apr 13, 2024

No incidents reported.

Apr 12, 2024

No incidents reported.

Apr 11, 2024

No incidents reported.

Apr 10, 2024

No incidents reported.

Apr 9, 2024

No incidents reported.

Apr 8, 2024

No incidents reported.

Apr 7, 2024

No incidents reported.

Apr 6, 2024

No incidents reported.

Apr 5, 2024
Resolved - EE have made progress but have still not completed the upgrade work to clear the disconnect issue from all network nodes. They are now expecting to complete later this month.

We have noted a further reduction in calls ending at 900 seconds talktime but are aware of reports that this is still ongoing.

As this is a problem with a third-party carrier and not Call Handling or our direct partners, we will be removing this incident from our status page after this update. However we are continuing to push for progress reports and will issue further updates as we have them.

Apr 5, 17:05 BST
Update - We have pushed our carrier partners for updates on this issue.

EE have finally updated that their rollout is not yet complete due to delays in their program, and they are now expecting this to complete "later this month".

This is a disappointing update for those affected, but we are unable to escalate further. We believe the disconnects have reduced and should diminish in frequency the closer EE get to completion of their upgrade plan.

Mar 4, 17:16 GMT
Update - EE have confirmed that the roll-out of their upgrade to resolve the 15 minute disconnect issue has restarted. Completion is not expected until the end of February, however as they gradually upgrade nodes across their network the disconnects should become less frequent.

We are disappointed that the upgrade plan is taking so long but we understand this is a significant infrastructure project for EE.

We will issue updates as we receive them through the life of the upgrade plan.

Jan 15, 17:13 GMT
Update - Our Operations Director has spoken to Nasstar today, regarding EE’s progress on resolving the 15-minute disconnect issue. All networks are in a change freeze until Monday 8th Jan and so regrettably we don't yet have any new information since the last update.

We have emphasised once again the potential impact this may be having on vulnerable callers and are expecting an escalated update to be made available early next week with a firm timeline on EE’s upgrade works. As these updates have to be delivered via Vodafone, as Nasstars interconnect to mobile networks is via them, there are some delays in communication which we are seeking to bypass if possible.

As soon as we have a reliable update for you, we will make this available.

Jan 5, 16:38 GMT
Update - Our Operations Director held a meeting with Nasstar’s Head of Voice Engineering this afternoon to discuss the disconnect issue and clarify the current situation.

Nasstar’s outbound traffic to EE travels via Vodafone; this is a common arrangement at carrier level, where not all carriers are directly connected to one another. Vodafone have confirmed that the disconnected calls are still happening due to an EE problem, and they have other customers reporting similar issues when transiting their network to EE.

Vodafone have engaged with EE engineering, who confirmed that the upgrade work required to fix this problem has NOT been completed, contrary to the last update from them. EE are now in a change freeze period due to the Christmas break and are unable to complete this work until early-January.

Both Nasstar and ourselves are deeply frustrated by EE’s slow progress on this, and the contradictory updates, but have little ability to force the issue. We are discussing re-routing EE traffic via BT instead, to see if the transit via Vodafone is contributory, but there is no guarantee this will have the desired effect as ultimately the issue is internal to EE.

It may not be possible to apply a change this close to Christmas if there is any risk to wider operations. At present this plan is being assessed by Nasstar engineering for viability and we will continue to post updates if we are able to apply a workaround.

Dec 19, 17:01 GMT
Update - Nasstar confimred that EE had completed their works by the end of last week, however we are still seeing evidence of some disconnects at 15 minutes. We have sent our findings to Nasstar and have demanded they urgently escalate this with EE to establish why this remains an ongoing issue.

We will update with their response as soon as we have some feedback. We apologise for any service impact this is causing.

Dec 19, 11:15 GMT
Update - To add additional detail, Nasstar has confirmed the affected mobile network is EE. If you or your caller are using a mobile phone on the EE network you may be affected by this issue.

We will update this issue after 13th December when Nasstar confirm status of EE upgrade works.

Dec 1, 10:38 GMT
Identified - We have been working with carrier partners for some time to investigate reports of calls disconnecting after 15 minutes of talktime. We believe this is being caused by incorrect handling of IP session timers between carrier networks and have been providing evidential logs for weeks to assist in identifying the root cause.

Nasstar engineers have confimred that after a deep investigation with onward carriers, the issue has been identified and is affecting calls travelling across some mobile networks. This appears related to a large increase in upgrade work being done by all UK carriers in preparation for the Digital Switchoff in 2025, which has caused inter-network configuration conflicts in some cases.

The resolution plan involves targetted upgrades being done by mobile carriers. This work is already underway, but needs to be rolled out in stages to maintain resiliance. It is scheduled for completion by 13th December.

Until then, users on mobiles may suffer occasional disconnects after 15 minutes, although as upgrade work continues we would expect these instances to reduce. We thank you for your continued patienmce while Nasstar and their carrier partners resolve this complex problem.

Nov 29, 14:11 GMT
Apr 4, 2024

No incidents reported.

Apr 3, 2024

No incidents reported.