Service Status
Service Under Maintenance
API ? Operational
90 days ago
100.0 % uptime
Today
Main ? Operational
90 days ago
100.0 % uptime
Today
Mobile ? Operational
SMS ? Operational
Connectivity ? Operational
90 days ago
100.0 % uptime
Today
Broadband ? Operational
90 days ago
100.0 % uptime
Today
Ethernet ? Operational
90 days ago
100.0 % uptime
Today
Core network ? Operational
90 days ago
99.97 % uptime
Today
Edinburgh network ? Operational
90 days ago
100.0 % uptime
Today
London network ? Operational
90 days ago
99.94 % uptime
Today
Mobile SIM ? Operational
90 days ago
99.98 % uptime
Today
Calls ? Operational
90 days ago
99.98 % uptime
Today
SMS ? Operational
90 days ago
99.98 % uptime
Today
Data ? Operational
90 days ago
99.98 % uptime
Today
Peering ? Under Maintenance
IXManchester ? Under Maintenance
IXScotland ? Operational
LINX ? Under Maintenance
LONAP ? Under Maintenance
Points of contact ? Operational
Customer helpdesk ? Operational
Partner helpdesk ? Operational
Number Porting ? Operational
Third-Party ? Operational
Connectivity ? Operational
Email ? Operational
Other Operational
Unified Communications ? Operational
90 days ago
100.0 % uptime
Today
Directory Services ? Operational
Instant Messaging ? Operational
SIP Inbound ? Operational
90 days ago
100.0 % uptime
Today
SIP Outbound ? Operational
90 days ago
100.0 % uptime
Today
Hosted VoIP ? Operational
90 days ago
100.0 % uptime
Today
SIP Proxies ? Operational
90 days ago
100.0 % uptime
Today
Core platform ? Operational
90 days ago
100.0 % uptime
Today
Websites ? Operational
Admin Portal ? Operational
Main ? Operational
Hosted VoIP Portal ? Operational
Olark Live Chat Chatbox Operational
SendGrid API v3 Operational
SendGrid SMTP Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
had a major outage
had a partial outage
Past Incidents
Dec 7, 2019

No incidents reported today.

Dec 6, 2019

No incidents reported.

Dec 5, 2019

No incidents reported.

Dec 4, 2019
Completed - The scheduled maintenance has been completed.
Dec 4, 23:00 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 4, 19:01 GMT
Scheduled - Dear all,

We will be doing emergency maintenance on the new London core routers which is expected to stabilise the internal packet loss we are still seeing at various times throughout the day. This work will consist of configuration changes which may cause some interruption to services.

The work is to be carried out by Juniper ATAC and our network partners Axians.

Thank you for your understanding and continued patience.

Gavin and the SureVoIP Team.
Dec 4, 16:16 GMT
Resolved - This incident has been resolved.
Dec 4, 16:04 GMT
Identified - Dear all,

Improvements have been made to DNS. We are still working on connectivity issues for some customers.

Thank you,
Gavin and the SureVoIP Team.
Dec 4, 12:07 GMT
Investigating - Dear all,

Some customers are reporting connectivity issues reaching the SureVoIP network.

We are looking into this. It appears to be related to DNS queries within our network for those using the SureVoIP DNS servers.

We suspect this is related to Monday's upgrade. JTAC and our network partner Axians are also still working on reviewing everything.

Thank you,
Gavin and the SureVoIP Team.
Dec 4, 10:57 GMT
Resolved - Dear all,

We're marking this incident as closed. Please contact support if you have any call quality issues.

Thanks,
Gavin and the SureVoIP Team.
Dec 4, 10:52 GMT
Monitoring - Dear all,

Both Juniper JTAC and our network partner Axians have restored service stability and stopped internal packet loss.

Any additional changes will be scheduled unless something major happens. We will now move this incident to monitoring status. There is still work to do to get the upgrade to where we want it to be, but service stability is more important.

If you have an issues moving forward please contact SureVoIP Support as usual.

My sincere apologies,

Gavin and the SureVoIP Team.
Dec 3, 15:23 GMT
Update - Dear all,

Both Juniper JTAC and our network partner Axians have made their changes and are still confirming that the internal packet loss has stopped.

I will provide a further update at 15:45 or sooner if I have more information.

Please contact SureVoIP Support (support@surevoip.co.uk) for a full incident report of the failures that have happened in regards to the upgrade of our core network if you require it. It will be available later this week.

Thanks,
Gavin and the SureVoIP Team.
Dec 3, 14:52 GMT
Update - Dear all,

Both Juniper JTAC and our network partner Axians have confirmed that there is no cabling issue and are validating the configuration and working on changes to stop the internal packet loss.

I will provide a further update at 14:30 or sooner if I have more information.

Again, I will provide a full incident report of the failures that have happened in regards to the upgrade of our core network to those that require it.

Thanks,
Gavin and the SureVoIP Team.
Dec 3, 13:29 GMT
Identified - Dear all,

The root cause of the call quality issues has now been identified as an unexpected internal network loop causing sporadic packet loss.

Work will be starting to check all physical cabling to resolve this.

Apologies for the continued disruption. I will provide a further update at 13:30 or sooner if I have more information.

I will also provide a full incident report of the failures that have happened in regards to the upgrade of our core network to those that require it.

Thanks,
Gavin and the SureVoIP Team.
Dec 3, 12:33 GMT
Update - Dear all,

Apologies for the delay.

We now have Juniper logged in to our new equipment (JTAC) troubleshooting the root cause of the internal packet loss in London.

We will have an update at 12:30

Thank you for your continued patience.

Gavin.
Dec 3, 11:22 GMT
Update - Dear all,

Our network partners that performed the core upgrade last night are troubleshooting the London network internal packet loss. We will have an update at 11:15.

Thank you,
Gavin and the SureVoIP Team.
Dec 3, 10:40 GMT
Investigating - Dear all,

We are still experiencing packet loss within the London network and are continuing to investigate.

We will have further updates as soon as possible.

Thank you.
Dec 3, 10:16 GMT
Identified - Dear all,

We've identified some BGP issues with peering exchanges and are closing them down.

We should start to see call quality improve.

Thank you.
Dec 3, 09:31 GMT
Investigating - Dear all,

We are investigating call quality issues reported by some customers.

Thank you.
Dec 3, 09:13 GMT
Dec 3, 2019
Completed - The scheduled maintenance has been completed.
Dec 3, 01:01 GMT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 2, 21:00 GMT
Scheduled - Dear all,

We will be upgrading our core routers in London (Telehouse East) from the current Juniper MX5 routers to Juniper MX204 routers. This will increase our capacity by a factor of 20.

Engineers will be on site from 8pm, with the official start time of 9pm. Network availability will fluctuate between 9pm on Monday 2nd December and 1am Tuesday 3rd December.

A reminder of our core network can be found here:

https://www.surevoip.co.uk/about/our-network

For the technically minded, details of the current and new routers can be found here:

https://www.juniper.net/uk/en/products-services/routing/mx-series/mx5/
https://www.juniper.net/us/en/products-services/routing/mx-series/mx204/

Thank you,

The SureVoIP Team.
Nov 25, 11:31 GMT
Dec 1, 2019

No incidents reported.

Nov 30, 2019

No incidents reported.

Nov 29, 2019

No incidents reported.

Nov 28, 2019
Resolved - This incident has been resolved.
Nov 28, 17:59 GMT
Update - Dear all,

We are happy everything is back to business as usual. If you have any connectivity issues, calling issues or any SureVoIP issue at all, please do get in touch with SureVoIP via phone, chat or email.

We will mark this fully resolved this evening.

Again, apologies for the stress and interruptions to your day, your customers day and your business.

Gavin and the SureVoIP Team.
Nov 28, 17:01 GMT
Monitoring - Dear all,

The affected router is back in service and helping stabilise the network.

Investigations show that although the router had "frozen", it was still doing various operations, but doing them very badly. This obviously had a major impact on the rest of the network.

We will be monitoring the London network very closely. These routers are to be replaced during the scheduled maintenance on Monday night (2nd December):

http://status.surevoip.co.uk/incidents/npzhmmlnzp68

Thank you for your patience and sincere apologies for the interruptions to your business and customers.

Gavin and the SureVoIP Team.
Nov 28, 16:31 GMT
Identified - We have taken the decision to reboot the router with immediate effect.

We will update with further news as soon as we have it.

Thanks,

SureVoIP Team
Nov 28, 15:55 GMT
Monitoring - The affected core router is operational, but unresponsive on the network. We will be rebooting it and bringing it back into service late this evening so as to avoid any further disruption during business hours.
Nov 28, 14:34 GMT
Update - One of our core London routers is unresponsive and the second one has taken over to stabilise the network.
Nov 28, 14:26 GMT
Investigating - Dear all,

We have been alerted to a period of instability in our London core network which we are investigating.
Nov 28, 14:23 GMT
Nov 27, 2019

No incidents reported.

Nov 26, 2019

No incidents reported.

Nov 25, 2019

No incidents reported.

Nov 24, 2019

No incidents reported.

Nov 23, 2019

No incidents reported.