7:42 21-Sep-2010 Is the service down?

#1
I'm getting no service in London and also in Chelmsford for the past hour at least. There's no notification of any trouble on the site and my account is in credit so no problems there.

Please can we have a "Service Status" page off the main Voipfone website please? It would be a big help.

Calling customer services results in engaed tone after the initial "Welcome to Voipfone" message.

Please advise what's happening,

Thanks.
Last edited by Wardy on September 21st, 2010, 6:58 am, edited 2 times in total.

Re: 7:42 21-Sep-2010 Is the service down?

#4
We had a SIP Proxy failure at 4:20am UK time which wasn't fixed until 7:50 when our engineers arrived.

The failure should not have been so extensive; had it happened during UK working hours it would have been resolved in seconds. Unfortunately, the fault did not trigger any of our extensive monitoring or alarms which cover out of hours working and we're now trying to establish why.

At the moment we think that the SIP Proxy had only partially failed so our systems thought it was fully alive. We will obviously be finding ways of preventing this recurring as a matter of urgency.

[edit: In fact we now know that the SIP Proxy and the data base that it communicates with were both fully alive but the communication channels between them was not. We are now applying monitoring to those channels too.]

Sorry.


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Regards,

Voipfone Customer Services

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