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.

 

Problem with Delay on Inbound Calls

October 4th

2:45 p.m.: We are currently aware of a problem with inbound delay on some OnSIP phone numbers. The issue lies with an upstream provider and we are working with them to get it resolved as quickly as possible.

3:30 p.m.: We are continuing to work with our upstream provider and will provide an update as soon as we can.

7:00 p.m.:  We are still actively working with our upstream provider to get this problem resolved.

October 5th

5:30 a.m.: We continued working with our upstream provider overnight to isolate and resolve the cause of the delay.  We will provide an update as soon as we can.

10:30 a.m.: We are continuing to work with our upstream provider for a full resolution, however, our current test calls are indicating that the issue at root of the delay may be partially resolved.

2:45 p.m.: At this point, many of our customers that reported problems with delay are receiving calls as per normal.  We are continuing to work with our upstream provider for an explanation and to address remaining problems.

3:30 p.m.: Our upstream provider has confirmed that this problem was resolved as of ~9:00 a.m. this morning.

If you are still having trouble with inbound calling, please contact our support department at 1.800.801.3381.

Network Maintenance - Sunday, August 19th

We will be having a maintenance window on Sunday, August 19th at 10 p.m. EST to Sunday, August 20th at 12 a.m. EST to upgrade hardware for a significant database server. 

This maintenance will impact many aspects of the OnSIP service. Here are the services that will be unavailable during the maintenance window:

  • OnSIP Admin Portal (admin.onsip.com)
  • OnSIP App Clients
  • OnSIP Phone Boot Server (boot.onsip.com)
  • Call Parking
  • Listen/Whisper/Barge on Queues
  • Remote Login/Logout on Queues
  • Conference Bridges
  • Recording Manager
  • Legacy PSTN trunking (IAX and SIP)

Services delayed during the window:

  • Change made to the Admin Portal - Any changes made during the time the Admin portal is back available and the database is moved will be cached and updated as soon as the database is online again. This includes any updates made via the API as well.
  • Call Detail Records - No calls will be lost, but Call Detail reports will not be up-to-date until the database is back online.


We are excited about the new speed and capacity these changes will allow, but we apologize for this inconvenience. 

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.