[Comtec Announce] FW: [IP Voice Services] Service Alert 18th May 2014 Final update

[Michael Cullen]

This is an incident notification regarding our IP Voice platform.

Date: Sunday, 18th May 2014
Start time: 09:45 BST
End time: 12:10 BST

Services affected:

IP Voice

Report:

Comtec is aware of an issue that is affecting customers abilities to make and receive calls on the  IP Voice platform.

The Issue has been raised with our supplier and they are investigating and working on a fix.

Update 1:

Our supplier is still working on the issue, we are currently unable to provide an estimated time to  fix

A further update will provided in approximately an hour or sooner if new information becomes available.

Update 2:

We have received the following update from our service provider.

"We have contacted IP Exchange, who have acknowledged there is an issue affecting all service providers that use there service. They have not issued any official communications as to what the issue might be or advise when the issue will be resolved, at the time of writing.

999 and some service codes appear to be working, as do international calling and some specific carrier's numbers."

Update 3:

We have been advised by our supplier that the issue appears to have been resolved and calls are progressing normally

We ask that you please test that you are now able to make and receive calls. If you find that you are having issues with individual numbers or other problems not relating to this service alert, we ask that you raise these with the NOC in the normal way.

We are awaiting an update as to the route cause of the issue from our supplier, as soon as we have this we will send out a final update.

Final update:

We have been advised by our supplier of the route cause of the outage, please see below

"There was a database error in the core routing engine, which resulted in the issues with calls to UK ‘Off-net’ numbers.
This database error has been corrected, and we have completed successful test calls to various UK ‘Off-net’ numbers."

Should there be any engineering work in relation to this service alert, then we will announce them in the normal way.

There will be no further updates relating to this service alert.

Should you be experiencing any technical issues with your telephony systems, please raise them with the NOC in the normal manner 
​
Comtec NOC is tracking this issue under ticket ZDD-482-35826.

Best regards,

Michael

For urgent operational issues please always contact noc at comtec.com or
0845 899 1423 and not any named individual.​