Carriers appear to have resolved their transit issues during the evening yesterday, however we have not received any update on cause.
Web Chat ingress from affected networks is now operational. Please let us know if you receive notice of any further disruption.
Posted Sep 09, 2025 - 11:05 BST
Monitoring
Some clients are reporting intermittent issues accessing VCC web Chat services. This issue manifests as a ‘Request Failed’ error on the users web chat panel when connecting through to a Web Chat agent.
We have replicated this fault only where users are accessing Web Chat from the EE or YouFibre networks, both of which utilise the Netomnia fibre backbone to carry IP traffic. We suspect this is a Netomnia transit issue as users accessing from Virgin, BT or other networks seem unaffected.
Call Handlings web chat servers and infrastructure is not at fault and is operating normally.
We are raising a support ticket with our IP carrier however this issue is not within our sphere of influence to control, as it appears to be a carrier level interconnect problem. We are continuing to monitor and will post updates as the issue develops
Posted Sep 08, 2025 - 16:32 BST
This incident affected: Virtual Contact Centre (WebChat Ingress/Egress).