[Comtec Announce] [VoIP UK] Service Alert 2nd November 2016 - Update 2

[David Croft]

This is an incident notification regarding VoIP UK voice services.

Date: Wednesday, 2nd November 2016
Start time: 15:14 GMT (UTC+0000)
End time: 15:47 GMT (UTC+0000)

Services affected:

IP voice services using VoIP UK.
BT services were unaffected.

Report:

Comtec NOC observed a drop in all registrations and an inability to
register with VoIP UK.

We have received the root cause analysis and remedial action from our
vendor as follows:

"We have experienced a service affecting problem as documented above.
Our network operations team tracked and repaired. More than one
customer region was affected and as such our customer support lines
were very busy during and shortly after the time window above.

Symptoms
Customers may have experienced problems dialling out and may not have
been able to receive calls. Most customer systems self-repaired,
however it may have been necessary to restart some customer based
equipment to bring back into service.

Technical
A customer programmatic event causing a system loop prevented normal
fast database access. As a result outbound calls failed to be
authorised in a timely manner and inbound calls may have been blocked
for some customers. The immediate cause was identified, removed and
remedial action was taken to bring stressed network components back in
to normal operation. Further to this a development case has been
raised to prevent a re-occurrence."


Comtec NOC was tracking this issue under ticket [#DCX-370-12304].

This is the final update.

Regards,

David Croft

--
David Croft
Lead Engineer

Comtec Enterprises Ltd
Comtec House
46a Albert Road North
Reigate Industrial Estate
Reigate
Surrey RH2 9EL

Tel: 0845 899 1400
Fax: 0845 899 1401
www.comtec.com

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