Network Status

Network Status: All systems go

There are no network alerts at this time.

If you are experiencing any issues or have any questions, please create a support ticket or call our support team at 1-800-801-3381.

 

Network Status: All systems go

There are no network alerts at this time.

If you are experiencing any issues or have any questions, please create a support ticket or call our support team at 1-800-801-3381.

 

New York Datacenter Issue

We are currently experiencing an issue in our New York data center.  All inbound and outbound calls are affected.  

Update 3:18 PM.  We have updated DNS to move customers off off affected data centers.  Not all inbound and outbound calls were affected.  However, if you continue to experience issues, please reboot your phone to get the new settings.

3:30PM Our engineers were able to fix the issue and we're back to normal. 

If you are experiencing any issues, please contact our Customer Success Team via email, ticket, or phone.

Instability to our LA Datacenter

11:50 am ESTWe are currently tracking an instability in our LA data center. Users are having issues with registering and making calls. They are being moved to a different data center.

12:55 pm EST: Our LA datacenter seems to stabilize now. But there are some users still having issues. Engineering team is still investigating.

1:18 pm EST: Our LA datacenter is now stable. Our engineers were able to fix the issue. Users can make calls and register to our LA datacenter. 

If you are experiencing any issues, please contact our Customer Success Team via email, ticket, or phone.

 

 

Instability in our New York Data center

11:26 EST We are currently tracking an instability in our New york data center. Users are having issues with registering and making calls. They are being moved to a different data center.

13:36 EST  Our NY data center is stable. Users are able to register and make calls. If you are experiencing any issues, please contact our Customer Success Team via email, ticket, or phone.

ACD Queues issue

3:15 PM EST We are currently tracking an issue with calls to ACD Queues where calls are not coming in. We will continue to monitor and update as we have more information.

4:34 PM EST We believe this issue has been fixed. A subset of our app-servers experienced connection issues and had to be restarted, we are exploring the issue further to prevent it from happening in the future. If you are experiencing any issues, please report contact our Customer Success Team via email, ticket, or phone. 

Data Centers Not Communicating

We are currently experiencing an issue where our data centers are unable to see each other.  Calls between users may experience issues and reporting may be inaccurate.

We believe this has been caused by a router hardware failure. We have addressed the issue and data is once again beginning to flow between our data centers. If you are experiencing any issues, please contact our Customer Success Team via email, ticket, or phone.

 

Unresponsive server limiting registrations

11:16 am ET - A server in our LA data center became unresponsive, causing users connected to that server to become unregistered. We have since migrated those users to another server to resume service.

Based on feedback from users and what we see on our end, we believe the entire subset of users is back online. If you are experiencing any issues, please report contact our Customer Success Team via email, ticket, or phone. 

Potential Registration and Call Issue For East Coast Users

9:55am ET August 24, 2017 - After working with Verizon last night, their team was able to diagnose and replace a malfunctioning piece of hardware. Since then, we have routed all calls normally, and after monitoring the situation overnight, we agree that the issue seems to be fully resolved.

3:33pm ET August 23, 2017 - Rerouting Verizon customers restored service for those affected customers. However, it prevents Verizon from troubleshooting the failures that were occurring.

In order to properly resolve the issue completely, we must temporarily undo this fix from 9pm to 10pm ET tonight. If your organization was affected and requires service during this window, our previous recommendation of forwarding calls to mobile still applies.

1:26pm ET August 22, 2017 - We believe that the issue may be caused with Verizon's routing near our New York datacenter. We have now rerouted all Verizon customers that are using our NY datacenter via alternate ISP routes. We will continue to investigate the issue and post updates here.

1:00 pm ET August 22, 2017 - We are still actively investigating the issue and will post updates when they are available. In the meantime, we recommend affected users forward calls to their mobile phones for continued service.

9:50 am ET August 22, 2017 - We are currently tracking an event where some Verizon ISP users are unable to reach our East Coast datacenters, which is affecting calls and registrations.

Auto Attendant Issue - Voicemail Option

8:50 am ET - We are currently investigating an issue with auto attendants and will post more details here.

9:05 am ET - We believe this issue has been fixed. This morning we received reports of issues accessing auto attendant options. This was reported as such because many customers' business hour rules are set to forward calls to voicemail off-hours. However, we found the issue to be an issue within our our voicemail system; due to a recent code release, the voicemail system was not able to get voicemail information needed from our API.  We have remedied the situation as of 9 am ET. Please report any further issues to our Customer Success Team via email, ticket, or phone. 

Alert: Phishing Scam Email

12:50 pm ET:  One of our employees was subjected to a phishing email hack scam this morning. The email is Subject: onsip9374973974. Please DO NOT open this email if you have received it. Most importantly, do not open the attachment. We are currently assessing the scope of this scam. Please refer back to our Network Status Blog for updates.

2:09 pm ET:  We have notified all known recipients of the phishing email hack scam with an email. The full text is below:

Hello,

Please do not open an email with Subject: onsip9374973974 that appears to be sent from an OnSIP employee at approximately 12:30 pm ET. The email requests that you "Kindly refer to the attached confidential documents i uploaded for you".

If you opened the email, please do not click the attachment or log in to “Google” as it is a fake login page, meant to steal your Gmail user credentials.

If you have done any of the above, we recommend alerting your systems administrator and changing your email password as soon as possible.

An OnSIP employee email account was phished today. We were able to confirm that his email account was compromised by clicking on a phishing email attachment, which brought him to a fake Gmail page that prompted him to log in. Upon logging in, the hacker stole his credentials and emailed his contact list with the same phishing scam.

Unfortunately, this is a sophisticated hack that is making its way around the internet. For more details, please see the article Gmail hack: Even tech-savvy users fooled by sophisticated phishing technique.

We were able to secure the email account and have reported this phishing attack to our email service provider.

At this time, we do not believe opening the email will cause your email account to be hacked. However, if you have opened and/or clicked the attachment and/or logged into the fake Gmail page, we recommend that you contact your email administrator immediately.

We apologize for any trouble this may have caused today.

Sincerely,

The OnSIP Team

2:09 pm ET:  A notification email has been sent to affected email contacts.