Reported calling trouble

Resolved
{:closed=>"Closed", :complete=>"Complete", :false_alarm=>"False Alarm", :identified=>"Identified", :investigating=>"Investigating", :open=>"Open", :recovering=>"Recovering", :resolved=>"Resolved", :scheduled=>"Scheduled", :underway=>"Underway"}
After 22 hours and 31 minutes

On Monday May 9th at 11:20am PST, we observed a higher rate of call failure alerts within our Platform network and quickly received several reports from users regarding confirmed trouble receiving and making calls.

As a normal procedure in widespread reported trouble, we immediately conducted several network tests to identify and understand the issue. At 11:29am PST we posted an alert on status.simeplephoneco.com to confirm the known issue, and our customer service team immediately began accessing reported trouble calls and support requests via email. By 11:35am PST our developer team identified a data center issue in one of our East Coast data centers and worked to remove it from our stack. This immediately resolved the issue, and call errors stabilized as our developers continued to review the issue. Following the resolution, our support teams personally follow-ed with each customers report of trouble and confirmed resolution.

In reviewing the issue, our data center team and developers identified a switch failure in the local data center that was upgraded on Sunday. The upgrade was in adding resources to our stack, and as we are fully redundant as in the example of adding systems on Sunday, the team is reviewing why the impact was as difficult as it was. The traffic shifted as it should have, and this ultimately allowed us to resolve the issue quickly.

Moving forward, as with any issue, we will continue to troubleshoot this event and further develop systems that are designed to migrate potential trouble.

{:closed=>"Closed", :complete=>"Complete", :false_alarm=>"False Alarm", :identified=>"Identified", :investigating=>"Investigating", :open=>"Open", :recovering=>"Recovering", :resolved=>"Resolved", :scheduled=>"Scheduled", :underway=>"Underway"}
After 50 minutes

This issue is now resolved, however we will continue to monitor it. Our team identified an issue in one of our data centers networking equipment that caused a brief issue for affected users. The equipment having trouble was removed, and our redundant systems helped quickly resolve the issue. We'll post an update to the issue, and full review of this incident will be posted within 24 hours. If you are experiencing any trouble at all, please contact customer support anytime at 844-4-Simple or help@simplephoneco.com.

{:closed=>"Closed", :complete=>"Complete", :false_alarm=>"False Alarm", :identified=>"Identified", :investigating=>"Investigating", :open=>"Open", :recovering=>"Recovering", :resolved=>"Resolved", :scheduled=>"Scheduled", :underway=>"Underway"}
After 21 minutes

At present we're seeing affected services normalized, and our team is continuing to investigate the cause and issue. We'll continue to monitor and update.

{:closed=>"Closed", :complete=>"Complete", :false_alarm=>"False Alarm", :identified=>"Identified", :investigating=>"Investigating", :open=>"Open", :recovering=>"Recovering", :resolved=>"Resolved", :scheduled=>"Scheduled", :underway=>"Underway"}
After 15 minutes

Our developers and engineers are aware of reported trouble and actively investing an issue that is preventing users from making or receiving calls at this time. We'll update this ticket as soon as we have an update.

{:closed=>"Closed", :complete=>"Complete", :false_alarm=>"False Alarm", :identified=>"Identified", :investigating=>"Investigating", :open=>"Open", :recovering=>"Recovering", :resolved=>"Resolved", :scheduled=>"Scheduled", :underway=>"Underway"}

Some customers may be experiencing trouble with inbound and outbound calling, we are looking into the reports of trouble and will update shortly.

Began at: