Warnings in some systems

Call Recording Visibility Delay

Closed | Jan 06, 2026 | 08:34 GMT+00:00

The backlog has been processed and all recordings should now be visible in Uboss as expected. Apologies again for any inconvenience.

Affected components

• Call Recording

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• Waiting | Jan 05, 2026 | 16:48 GMT+00:00

  We expect the backlog of files to be finished processing by the start of business hours tomorrow morning.
  
  As soon as the backlog is cleared we will send a further update. Apologies for the inconvenience.

• Resolution in progress | Jan 05, 2026 | 11:39 GMT+00:00

  We are currently resolving an issue affecting some call recordings from being visible in Uboss.
  
  The calls have been recorded but are currently waiting in a queue to be processed and added to the Uboss backend.
  
  Apologies for the inconvenience.

BT Call Drops

Closed | Dec 10, 2025 | 21:03 GMT+00:00

We wanted to provide a final update on this incident before marking it as closed. BT have been liaising with their network vendor and have full details regarding the cause of the problems. It has been confirmed that the issue was the result of a software bug on some core network equipment which is in the path of our voice traffic.

BT currently have a workaround for the problem and are in the process of scheduling network maintenance to upgrade the respective network equipment.

Apologies for the delay in closing this incident whilst we waited for details from BT. We appreciate how disruptive incidents like this can be for your business and would like to apologize for the inconvenience caused.

Affected components

• Voice Platform

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• Monitoring | Dec 03, 2025 | 10:00 GMT+00:00

  The voice platform has remained stable since our previous update. We are currently in discussion with BT and are awaiting a detailed Reason for Outage (RFO).
  
  This incident will remain in a monitoring state for the time being, thanks.

• Waiting | Dec 01, 2025 | 09:10 GMT+00:00

  This incident remains open as we continue to work with BT. We have seen no disruption to service since our last update on Friday at 10:45.
  
  All monitoring metrics are currently showing as stable.

• Investigating | Nov 28, 2025 | 11:53 GMT+00:00

  The current status of this incident is that we experienced 2 drops for active calls this morning.
  
  1st drop at 10:38
  2nd drop at 10:45
  
  BT have acknowledged an issue on their side and have also confirmed that other customers have reported issues. Their network team are currently troubleshooting the issue as a priority.
  
  Since 10:45 traffic has been stable.

• Investigating | Nov 28, 2025 | 10:48 GMT+00:00

  Based on our investigation we believe BT are experiencing overall problems. Other BT services are being reported as troublesome at this time.
  
  https://downdetector.co.uk/
  
  Apologies for the inconvenience as we work through this issue.

• Investigating | Nov 28, 2025 | 10:33 GMT+00:00

  In addition to the call drops we are also receiving a number of reports regarding poor call quality.
  
  This is actively being investigated with BT and we are also confirming any actions that can be taken from our side to mitigate the issue.

• Investigating | Nov 28, 2025 | 10:24 GMT+00:00

  From our monitoring we have just seen a drop in active inbound calls from BT. We are speaking with BT as we believe this to be related to the issues the other day. If you experience any issues please contact our support team who can take a note of your example.
  
  Apologies for the inconvenience caused.

• Monitoring | Nov 27, 2025 | 13:13 GMT+00:00

  We received an update from BT this morning to say they believe the issue was resolved yesterday at 15:49.
  
  Actions were taken by one of their network vendors and they also reseated various SFP (Small Form-Factor Pluggable) modules in their network devices.
  
  We are currently monitoring the situation. If you experience any call drop issues please contact our support team. Thank you.

• Investigating | Nov 26, 2025 | 12:44 GMT+00:00

  At 12:38 we experienced another drop on our link to BT.
  
  As we managed to catch the drop before it came back up we have temporarily shut down the link to avoid the link flapping.
  
  This should improve the situation as traffic will no longer route via the problematic link until we manually enable it again.
  
  We will continue to update the incident as we have new updates.

• Waiting | Nov 26, 2025 | 12:21 GMT+00:00

  We have just experienced a drop with our connection to BT at 12:12 which would have resulted in dropped calls.
  
  We have reported this to BT to make them aware.
  
  Apologies for the inconvenience caused.

• Waiting | Nov 26, 2025 | 09:22 GMT+00:00

  BT have acknowledged the issue on their side as of 09:06 this morning. They have confirmed they have engineers in Telehouse (the affected data centre location) investigating the issue.
  
  This means our connection with BT should still be considered a risk; however, we have not seen any call drops since yesterday at 16:52.
  
  We will continue to liaise with BT as a priority and we are expecting the next update in 2 hours.

• Waiting | Nov 25, 2025 | 19:21 GMT+00:00

  Our ticket with BT remains open at this time. They have not confirmed an issue however they did let us know they had received a larger number of calls compared to usual.
  
  We will continue to investigate with BT and provide an update in due course.
  
  Since 16:52 there have not been any call related issues.

• Investigating | Nov 25, 2025 | 17:01 GMT+00:00

  We are currently investigating reports of intermittent call drops via our main carrier BT.
  
  We have seen multiple (3) connection drops to BT since 16:16 this afternoon.
  
  An urgent ticket has been raised with BT.

Potential Webex Login Issues

Closed | Dec 01, 2025 | 08:53 GMT+00:00

Webex have confirmed the issue has been resolved. We have tested logging in on both Desktop and Mobile and things are working as expected.

Apologies for any inconvenience which may have been caused.

Affected components

• Third Party Components: Webex

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• Resolution in progress | Dec 01, 2025 | 08:23 GMT+00:00

  Cisco are aware of an issue on their side and are currently working on a fix. They have also updated their status page.
  
  https://status.webex.com/commercial/status?lang=en_US

• Investigating | Dec 01, 2025 | 08:13 GMT+00:00

  We are aware of issues this morning affecting login to Webex. If you were already logged into the Webex application then we don't believe this will affect you.
  
  At the moment we would recommend that you do not logout of Webex if you are already logged in whilst we investigate with Cisco. Apologies for any inconvenience.

Yealink RPS Issues

Closed | Sep 05, 2025 | 14:28 GMT+01:00

This incident was raised after reports of issues with a small number of devices. A notification has been sent to all partners and customers with an update regarding this incident.

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• Investigating | Sep 02, 2025 | 18:07 GMT+01:00

  We have raised an issue with Yealink regarding their RPS which is stopping phones provision in some instances. Apologies for any inconvenience.

Yealink and Uboss errors

Closed | Aug 06, 2025 | 16:07 GMT+01:00

We can confirm this incident is now resolved. It was confirmed by Yealink that they made a change to their Remote Provisioning Service (RPS) which resulted in some requests being incorrectly blocked.

They have rolled back the change and apologized for not providing notice. The Yealink product team have advised they will ensure they provide notice of any changes going forward.

Apologies for any inconvenience caused.

Affected components

• Uboss Portal

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• Waiting | Aug 04, 2025 | 16:59 GMT+01:00

  We have identified the issue and are currently working on a fix. This issue is only affecting new businesses that are adding their first Yealink device.
  
  Whilst we are working on the fix we have a workaround which can be applied. If you experience any issues saving Yealink devices in Uboss for new businesses please contact the support team and we'll be happy to help.

• Investigating | Aug 04, 2025 | 16:08 GMT+01:00

  We have received various reports of an issue in Uboss when updating Yealink devices. We are currently investigating the issue with Yealink.
  
  This issue does not seem to be affecting any other handset types.

Potential Voice Audio Issues

Closed | Jun 20, 2025 | 19:49 GMT+01:00

The internet provider in question confirmed at 16:44 that the incident was resolved. Network issues were experienced between 12:18 and 13:32 however the impact to our voice platform was mitigated by us not routing traffic via them. The provider confirmed that the issue was caused by a routine configuration change on one of their routers. They have advised that because of this incident they will be reviewing their internal processes to minimize the chances of a similar incident happening in the future.

Network traffic is being routed via this provider again. We would like to apologize for any inconvenience caused this afternoon.

Affected components

• Voice Platform

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• Monitoring | Jun 20, 2025 | 14:15 GMT+01:00

  Our core network connects to the internet via 2 different providers.
  
  One of these providers is currently experiencing network issues so we have disabled traffic coming in and out via them.
  
  The issue should now be resolved with all traffic routing over our other provider.
  
  We will continue to monitor the situation.

• Investigating | Jun 20, 2025 | 14:02 GMT+01:00

  We have received some reports of one way voice and audio dropping for our voice services. Initial checks for the platform in general look OK but we are currently investigating as a priority.

User VoIP Account 500 Error

Closed | Apr 08, 2025 | 09:12 GMT+01:00

A bug fix which was deployed this morning has been reverted and this issue has now been resolved. Apologies for the inconvenience caused.

Affected components

• Uboss Portal

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• Investigating | Apr 08, 2025 | 08:49 GMT+01:00

  We are currently investigating a bug in the Uboss portal which means a 500 error is displayed when selecting the VoIP Account page.
  
  This is being worked on as a top priority.

Potential Call and App Issues

Closed | Mar 25, 2025 | 22:41 GMT+00:00

We would like to provide a final update for this incident before closing it down. On 13 February at around 11:00 we began to receive reports from customers that their Unity applications were disconnecting and having to be restarted. This was not affecting all customers, but we received a large enough number of reports that we began to investigate from a core network perspective. Our initial checks showed that all metrics were healthy which led to us raising a ticket with our partner Cloudflare.

Our core network is protected by Cloudflare. This protection means that instead of traffic coming directly to us it is first received by Cloudflare and analyzed in real time for security. The main benefit of this service is that it would stop a DDOS attack if one were to occur.

Cloudflare have 100’s of points of presence around the world. These locations then have a tunnel back to our core network so Cloudflare can forward on the inbound traffic. After our network checks returned healthy, we scheduled in maintenance for the evening of 13 February. This maintenance involved us removing our advertisement via Cloudflare, this meant a subset of traffic would come directly to us instead of going via Cloudflare.

After this advertisement change was made, we monitored the situation and spoke with customers who reported the problem was resolved. As we continued our investigation with Cloudflare it was established that during the period we were experiencing issues Cloudflare were experiencing issues with their location in Manchester. Cloudflare confirmed that during the day the tunnel between their Manchester location and our core network was flapping between healthy and unhealthy. This caused some traffic loss as the route taken from Cloudflare to our network switched between the Manchester tunnel and an alternative tunnel.

When the tunnel was reported as healthy traffic would pass via the Manchester tunnel. When the Manchester tunnel was reported as unhealthy there would be a brief reconvergence period as traffic was rerouted to a different tunnel. It was this reconvergence that caused the disconnection issues with Unity.

After discussing with Cloudflare we have now configured alerts so we can be proactively notified of any tunnel health issues. A subset of our traffic is still coming direct into our network and in the next few weeks we will be reenabling this traffic, so it comes to our network via Cloudflare as normal.

We would like to apologize for the inconvenience caused during this incident and the time taken to supply this closing statement. We appreciate the importance of our services to customers and strive to provide the most reliable network possible. If you have any questions regarding this incident feel free to contact our support team who will be able to direct your query to the necessary person.

Affected components

• Third Party Components: Unity
• Voice Platform

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• Resolved | Feb 15, 2025 | 13:08 GMT+00:00

  After rerouting our traffic to avoid Cloudflare we have not had any further reports of this issue. We are continuing our investigation with Cloudflare to establish the root cause. A further update with full details will be provided before we consider this incident closed. Thank you.

• Investigating | Feb 13, 2025 | 22:54 GMT+00:00

  We are continuing to investigate this issue. You may already be aware that our core network is protected by Cloudflare Magic Transit. This means all traffic that comes into our network is analyzed in real time for improved security and protection.
  
  As a precaution we have temporarily disabled the processing by Cloudflare to rule out Cloudflare being the cause of the reported issues. We will be monitoring the situation closely tomorrow.

• Investigating | Feb 13, 2025 | 12:43 GMT+00:00

  All of our performance and monitoring metrics are suggesting the platform is operating as normal. We are continuing to investigate this issue though and appreciate your patience. We believe this issue to only be affecting a small number of customers.

• Open | Feb 13, 2025 | 11:24 GMT+00:00

  We are currently investigating reports of intermittent call quality issues and applications such as Unity disconnecting. This is being worked on as a top priority.

Broadband issues if using a DrayTek

Closed | Mar 25, 2025 | 22:09 GMT+00:00

We wanted to provide a final update on this incident now the solution to the problem is well known.

If you are using a DrayTek router for your internet connection and your circuit is dropping out frequently it is likely related to a vulnerability that is present in DrayTek routers running an older firmware.

The solution to this problem is to upgrade your DrayTek to the latest firmware available.

If you have upgraded to the latest firmware but the problem persists, it is likely that your router is an older model, and the latest firmware does not contain the required fix due to its release date. A potential workaround is to login to the management interface of the router and do the following:

- Go to “VPN and Remote Access” and then “Remote Access Control” and disable all VPN services.

- Disable remote management on the router or restrict management to specific IP addresses.

If the workaround does not resolve the issue, the final option is to replace your router.

If you are experiencing problems with your internet service and have a DrayTek router, please don’t hesitate to contact our support team who will be able to assist.

Affected components

• Broadband

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• Waiting | Mar 24, 2025 | 09:39 GMT+00:00

  We are aware of broadband issues which are affecting users with a DrayTek router.
  
  The current workaround to this problem is to login to the management interface of the router and disable all VPN services.
  
  Once VPN services have been disabled it is then recommended to upgrade your router to the latest available firmware.
  
  If you are experiencing issues with your internet this morning and have a DrayTek router please contact our support team who will be able to assist.

Intermittent silent audio

Closed | Mar 20, 2025 | 11:28 GMT+00:00

We would like to provide a final update on this incident before it is closed. Apologies for the time taken for this closing statement, we were waiting for an RFO to be sent from the supplier in question.

The majority of the calls on our platform are routed via BT. Calls between ourselves and BT are distributed between multiple nodes within the BT network for resilience and capacity management.

On 15 February at approximately 12:50 we raised a ticket with BT after we received reports of silent audio on some calls. This problem was initially investigated by the first line of BT support and was subsequently escalated to the second line support team. All affected calls were being routed via the same node in the BT network. These nodes which are operated by BT are run in pairs so there is an active and a passive node. BT confirmed that at 15:47 they performed a manual failover from the active node to the passive node which restored service fully.

BT have confirmed this issue has been raised with their technology partner and are also providing additional guidance internally so problems like these are identified sooner in the future. We would like to apologize for the inconvenience caused during this incident.

+Show history

• Resolved | Feb 15, 2025 | 16:45 GMT+00:00

  We have received a notification of the carrier that had the faulty equipment that this has been fixed.
  After testing successfully the fix, we had rolled back the network configuration and the system is working as normal.
  
  Apologies for any inconvenience these issues have caused.
  

• Investigating | Feb 15, 2025 | 12:55 GMT+00:00

  We are currently investigating an issue with one of our carriers. Calls on the platform are intermittently suffering from silent audio during a call.
  
  We are speaking with the carrier in question and as a temporary measure plan to remove that carrier for outbound calls.