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Call2Teams issues

Closed | Apr 19, 2026 | 13:34 GMT+01:00

Since the fix was implemented we have been monitoring the platform to ensure no further instances of this issue have occurred. We can confirm that the fix implemented by Call2Teams has resolved the issue. Apologies for the inconvenience caused during this incident.

Affected components

• Third Party Components: Microsoft Teams Calling

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• Resolved | Apr 15, 2026 | 14:47 GMT+01:00

  A fix for this problem has been deployed and tested. We will monitor for the next 24 hours and this incident will remain open. Apologies for any inconvenience caused.

• Resolution in progress | Apr 15, 2026 | 11:51 GMT+01:00

  Call2Teams have identified a workaround that they are currently testing with a small number of customers. If all looks OK this will be rolled out across the board. We are expecting an update within the next 2 hours. Thanks for your understanding.

• Investigating | Apr 15, 2026 | 10:50 GMT+01:00

  We are aware of intermittent issues affecting our Microsoft Teams Calling integration via Call2Teams. We are currently speaking with the supplier to establish the situation and any potential workaround options. If you experience any issues with making calls using Microsoft Teams please give the support team a call.

Support tickets in Uboss

Closed | Mar 31, 2026 | 21:06 GMT+01:00

We can confirm this issue was resolved this morning after an update to Uboss. Apologies again for the inconvenience caused.

Affected components

• Uboss Portal

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• Identified | Mar 30, 2026 | 16:32 GMT+01:00

  We are aware of an issue affecting a small number of users resulting in them not being able to raise tickets in Uboss via the portal or via email. If you email a support ticket but do not receive a ticket number please give the support team a call to discuss your issue.
  
  This issue will be resolved by start of business hours tomorrow. Apologies for the inconvenience.

Uboss add user error

Closed | Feb 05, 2026 | 08:47 GMT+00:00

This issue was caused by a bug in Uboss which was promptly resolved. The issue was affecting our communication with an LDAP backend that handles directories. Apologies for the inconvenience.

Affected components

• Uboss Portal

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• Resolved | Jan 28, 2026 | 12:31 GMT+00:00

  We have tested creating new users and this issue looks to be resolved. Apologies for the inconvenience.

• Investigating | Jan 28, 2026 | 12:04 GMT+00:00

  We are currently seeing increased error rates when adding users to Uboss. The team are urgently investigating.
  
  Apologies for the inconvenience.

Call recording delayed visibility in Uboss

Closed | Feb 03, 2026 | 13:58 GMT+00:00

The team have confirmed the resolution to this issue was released yesterday and our monitoring shows everything is working as expected. Apologies for any inconvenience, thanks.

Affected components

• Uboss Portal

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• Waiting | Jan 31, 2026 | 17:13 GMT+00:00

  After further investigation we have confirmed the cause of the issue to be related to the backend query used to retrieve call recordings when the end date of the report is 31 January 2026. To workaround this issue at the moment please select the end date of your report to 1 February 2026 and your recordings will be visible.
  
  The underlying issue will be resolved on Monday and we will confirm when complete, thanks.

• Investigating | Jan 31, 2026 | 16:16 GMT+00:00

  We are aware of an issue resulting in call recordings not being visible in Uboss. Calls have been recorded but there is a delay in them showing in Uboss reports. We will share another update once the queue has been cleared. Apologies for any inconvenience.

Potential Network Disruption

Closed | Jan 26, 2026 | 22:05 GMT+00:00

It has been confirmed that the physical fibre cut affecting our primary data centre interconnect has been resolved. After waiting some time, we have now enabled this connection again returning to 2 active links between our data centre locations.

Apologies again for the inconvenience caused during this incident.

Affected components

• Uboss Portal
• Voice Platform

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• Waiting | Jan 22, 2026 | 08:53 GMT+00:00

  It has been confirmed that the cause of yesterdays (21 Jan) issue was related to a physical fibre cut on one of the services that connects our 2 data centres.
  
  We have currently manually rerouted all traffic to our second connection whilst the fibre cut is resolved. Since 8:58 yesterday the network has been operating as normal. This incident will remain open until the primary connection is fixed.

• Monitoring | Jan 21, 2026 | 09:22 GMT+00:00

  Monitoring metrics suggested between 8:45 and 8:58 there was network degradation. The problem data centre interconnect was shut down at 8:58 which suggests this is the cause. We have an urgent support ticket open with the vendor.
  
  Network metrics at present look normal. Please contact the support team if you are experiencing issues.
  
  Apologies for the inconvenience caused.

• Investigating | Jan 21, 2026 | 09:11 GMT+00:00

  We believe this issue is related to one of our data centre interconnects. Logs suggested the connection was degraded but not down. We have temporarily shut it down and network metrics suggest things have improved. We are continuing to review.

• Open | Jan 21, 2026 | 08:55 GMT+00:00

  We are currently investigating reports of call issues and intermittent access to Uboss. The team are working on this as a priority.

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.