02/10/2026 - 15:30 - Resolved / Monitoring

Our carrier believes they have resolved the problem causing the one-way audio issues, and our initial testing has been successful.

We are monitoring call quality and are getting more information from the carrier about the cause. We will post a further update once we have it.

If you still have audio problems, please contact support with the time of the call and the number dialled so we can investigate.

02/10/2026 – 14:30 – Further Update

The carrier's senior network engineering team is continuing to review the affected call examples and data captured during the media trace.

We remain in direct contact with the carrier and are actively pursuing the investigation as a priority. We will provide a further update as soon as the carrier has confirmed its findings or identified the next steps towards resolution.

We will provide our next update by 15:00, or sooner if there is significant new information.

02/10/2026 – 13:55 – Further Update

The carrier has now completed the agreed network-level media trace across their SBC infrastructure.

We have provided the carrier with multiple confirmed examples of affected calls and supporting data from the trace period, enabling their senior network engineering team to immediately correlate and investigate the failures.

The investigation remains a top priority, and we are continuing to work directly with the carrier while they review the trace data and identify the point of failure.

We will provide our next update by 14:30, or sooner if there is significant new information.

02/10/2026 – 13:00 – Further Update 

We have further escalated the incident with our carrier and their senior network engineering team is now actively investigating.

As part of this investigation, the carrier is conducting network-level media traces across their SBC infrastructure to identify the point at which the audio path is being disrupted.

This incident remains a top priority for our teams and the carrier. We will provide our next update by 14:00, or sooner if there is significant new information.

02/10/2026 – 12:45 – Further Update

We have raised the escalation level with the carrier, and the incident is now with their senior network engineering team.

We continue to press for this investigation to be completed as a priority.

This incident remains a top priority for our teams and the carrier. We will provide our next update by 1:30pm, or sooner if there is significant new information.

02/10/2026 – 12:10 – Update

We continue to actively investigate reports of one-way audio affecting some inbound calls.

Following further investigation and the provision of additional technical evidence, our carrier has now acknowledged a potential issue further upstream within the carrier network.

The carrier's engineering team is currently carrying out a SIP trace across their network to identify where the media path is being interrupted and determine the underlying cause.

The incident remains actively escalated with the carrier, and we are maintaining regular contact with their technical team while this investigation is ongoing. We continue to monitor the service closely and will provide a further update as soon as we have additional information.

The incident remains a priority and under active investigation.

02/10/2026 - 11:00 - We continue to actively investigate reports of one-way audio affecting some calls.

Our investigation has identified evidence indicating the issue is within the carrier network. We have provided the carrier with additional technical evidence and supporting call examples to assist their investigation, and the incident remains escalated with their technical team.

We are actively chasing progress with the carrier and are continuing to monitor the service closely. We will provide a further update as soon as we have additional information.

The incident remains under active investigation and has not been resolved.

02/10/2026 - 08:45 - Some calls are experiencing one-way audio due to a fault with our upstream carriers. A priority incident is open and being worked on. Updates to follow.