Resolved -
We have confirmed with our upstream carrier partners that inbound local Canadian traffic has fully stabilized and calls are routing normally.
Root Cause Summary: Our partner's upstream carrier, Fibernetics, experienced a major power outage at their data center infrastructure, which caused the routing disruption to a subset of local Canadian numbers. Power has since been restored, and their core network services have recovered.
We apologize for any inconvenience this upstream infrastructure failure caused your business, and we thank you for your patience while we tracked the issue to resolution.
May 28, 14:33 EDT
Monitoring -
The upstream Canadian carrier (Fibernetics) has applied a fix, and we are seeing impacted inbound local Canadian traffic routing normally again. We will continue to monitor call completion rates closely for a period to ensure the recovery is stable before marking this fully resolved.
May 28, 14:09 EDT
Update -
We have isolated the root cause to a major service disruption with an upstream Canadian transit provider (Fibernetics). This upstream outage is preventing a subset of inbound local Canadian calls from routing properly to our platform.
Because this issue originates entirely within the carrier's network infrastructure, our engineering team cannot directly intervene to resolve it. We are in communication with our wholesale carrier partners who are actively engaging the affected network provider for a resolution.
We currently do not have an Estimated Time of Repair (ETR) from the carrier, but we will provide updates here as soon as new information becomes available. Toll-free and US routing remain fully operational.
May 28, 13:34 EDT
Investigating -
We have several reports of customers are experiencing an issue where inbound calls to their local Canadian number is failing. This is only affecting a small portion of Canadian numbers. Toll-free and US numbers are all fine. We are investigating.
May 28, 13:28 EDT
