Liverpool/Birmingham

VoIP - Call quality issue - Issue resolved

Tue, Feb 6th 2018, 14:32

We are aware of an issue with call quality. Our engineers have identified an IP connectivity issue that affected some Liverpool and Birmingham customers. We are investigating the root cause and will update this page when we get more information.

Regards
M24Seven Support

Updated Tue, Feb 6th 2018, 18:02

The 3rd party provider field team rerouted traffic from those area affected to an alternate path. There have been no further issues reported or observed since the traffic was rerouted. Our 3rd line engineers are continuing to monitor the link in the next 48 hours.

Should you experience any further issues with call quality, please get in touch with the M24Seven VoIP team.

Regards
M24Seven Support

Updated Wed, Feb 7th 2018, 14:30

Our engineers identified packet lost on the rerouted path for Birmingham and Liverpool customers. They are investigating to resolve this issue ASAP.

Regards
M24Seven Support

Updated Thu, Feb 8th 2018, 14:23

Our engineering team are continuing to work on the issue with the 3rd party supplier.

We apologise for any disruption that this issue is causing.

Regards
M24Seven Support

Updated Fri, Feb 9th 2018, 16:16

We are still working with the 3rd party supplier to resolve the fault.

We apologise for any disruption that this fault is causing.

Regards
M24Seven Support

Updated Tue, Feb 13th 2018, 09:44

Work is still continuing to resolve the fault with the third party supplier.

We apologise for any disruption that this fault is causing.

Regards
M24Seven Support

Updated Thu, Feb 15th 2018, 11:25

A new fibre cable will be commissioned in 48 hours to allow for testing for the new link to begin and ensure its functionality.

After the testing has been completed, all traffic will be passed through the new fibre connection in order to resolve the issues currently being experienced.

Sorry for the inconvenience this fault has caused.

Regards
M24Seven Support

Updated Mon, Feb 19th 2018, 09:35

Further reports of call quality issues have been reported this morning.
The case has been escalated internally within M24Seven.

Further updates will be communicated shortly.

Regards
M24Seven Support

Updated Mon, Feb 19th 2018, 17:04

We are still working with the third party to resolve the issues with audio quality.

We apologise for any disruption that this fault is causing.

Regards
M24Seven Support

Updated Mon, Feb 19th 2018, 17:41

Engineers will be attending the new fibre location at 9am tomorrow morning to resolve the issues encountered over the weekend.

Once live, a plan to move traffic to the new link will be communicated.

M24Seven understands the impact this issue has on our customers, and apologies for any disruption caused.

Regards
M24Seven Support

Updated Tue, Feb 20th 2018, 09:45

Engineer's are now onsite and working to bring the new circuit online.

A further update will be provided shortly.

Regards
M24Seven Support

Updated Tue, Feb 20th 2018, 13:14

Physical works on the circuit have now been completed successfully.

Senior engineers are planning bringing the circuit live. A further update will be posted shortly.

Regards
M24Seven Support

Updated Tue, Feb 20th 2018, 13:54

The new circuit will be costed into routing at 7am tomorrow morning. Customers should experience an immediate improvement in service.

Apologies for any disruption caused

Regards
M24Seven Support

Updated Wed, Feb 21st 2018, 08:56

Traffic rerouting was successfully completed this morning. Affected customers will see an immediate improvement in service.

If you are still experiencing issues, please contact our support team.

An RFO will be issued in due course

Regards
M24Seven Support