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Welcome to the JolaCalls Status Page. You can find the status all of our core services, and a history of any past incidents. If you're experiencing an issue not listed on this page, please report your fault to Jola Support
Resolved | Dec 08, 2023 | 19:00 GMT+00:00
This issue is now resolved.
Closed | Dec 08, 2023 | 19:00 GMT+00:00
This issue has been resolved.
Investigating | Dec 08, 2023 | 09:00 GMT+00:00
1.50pm - Customers are reporting intermittent inbound call failures. To aid with investigations, please provide examples of any failures to support@jola.co.uk (or reply to an existing case) with the phone number effected.
11:10am - the cause has been identified and a fix implemented. Testing is proving successful. Customer are asked to conduct testing and any issues please contact support@jola.co.uk / 01158225000 option 1.
Currently experiencing an issue with one of our inbound carriers. Engineers have engaged with the carrier and assisting them with an issue that resolved from a maintenance window at their end last night. We expect updates every 30 minutes.
Note: this issue is not impacting all inbound calls, only numbers hosted on that carrier.
Our apologies for the delay in announcing this incident and for the impact caused to customers.
Resolved | Mar 06, 2023 | 12:37 GMT+00:00
Traffic levels are normal, and have remained normal now to a period of time. We are making this issue as resolved. If you require additional information, please email support.
Monitoring | Mar 06, 2023 | 11:54 GMT+00:00
The carrier's normal service has been restored. We are seeing call traffic, and normal call levels.
If you are still experiencing issues, please raise them with support. This issue will be deemed resolved in 30 minutes if no other issues are found.
Resolution in progress | Mar 06, 2023 | 11:39 GMT+00:00
The carrier has identified the issue, and resolution is now in progress. We hope to see call traffic returning very shortly. We will update once we have seen traffic return via this carrier.
Open | Mar 06, 2023 | 10:54 GMT+00:00
We're aware of an issue with one of our inbound carriers. We are investigating with them now, and will update as soon as we have additional information. Please note, not all inbound traffic is impacted.
Resolved | Dec 14, 2022 | 14:22 GMT+00:00
We have seen normal traffic levels from this carrier now today, and consider this issues now to be resolved.
We have yet to receive a full RFO from the carrier, but customers who have requested one will receive it once made available.
Resolution in progress | Dec 14, 2022 | 09:00 GMT+00:00
The carrier has implemented a number of changes overnight, and we are seeing normal traffic levels from them overnight and this morning.
We will continue to monitor their progress, and update this incident when possible.
Monitoring | Dec 13, 2022 | 19:00 GMT+00:00
The carrier is still in the process of mitigating the issue, however we are seeing normal call levels returning.
We have not yet had confirmation of resolution however at this time.
Identified | Dec 13, 2022 | 16:40 GMT+00:00
The carrier has identified the cause of the issue, and is attempting to rectify it, however at this time no ETA has been provided. We are seeing some calls successfully connect, however we are aware other calls are not.
This issue is not impacting all customers, only specific ported numbers and ranges.
Once we have additional information, we will update this incident.
We apologies for any inconvenience caused.
Open | Dec 13, 2022 | 14:51 GMT+00:00
One of our carriers have reported an issue impacting inbound calls. Some customers may be experiencing issues receiving calls, or calls with no audio.
We are expecting an up shortly, and will update this incident accordingly.
Resolved | Jul 21, 2022 | 07:44 GMT+01:00
This incident has now been resolved.
Actions have been taken off the back of this issue to prevent further occurrences.
Monitoring | Jul 21, 2022 | 07:30 GMT+01:00
Call activity continue to perform as expected, engineer are now working to find out what caused the underlying issue, and how it can be prevented in future.
Identified | Jul 21, 2022 | 07:17 GMT+01:00
We are seeing a restore in call connectivity. Engineers are working with our cloud provider to ensure continued stability. We are closely monitoring calls connectivity.
Open | Jul 21, 2022 | 07:01 GMT+01:00
We're currently aware of an issue in the Azure Cloud platform which is causing issues with outbound call routing.
Engineers are investigating and will update this incident in the next 15 minutes.
Resolved | Jun 11, 2022 | 15:15 GMT+01:00
Our monitoring period has now ended, and no further issues are being seen. This issue is being closed, if you are still experiencing any issues, please email support@zapappi.com.
Monitoring | Jun 11, 2022 | 09:29 GMT+01:00
We have found that one of our inbound carriers was unable to resolve some of our core, as such, some inbound calls were failing. We have resolved this issue with them, and this should no longer be impacting customers.
If you have reports of inbound calls failing after 9:30, please raise a ticket to support.
Monitoring | Jun 11, 2022 | 08:42 GMT+01:00
We're seeing normal levels of traffic from customers again. We are however monitoring all traffic and 3rd parties to look for any on-going issues.
Any customers who are still experiencing issues with connectivity to our services after 8:30 should raise a ticket with support. We will be monitoring for tickets and reply to customers.
Investigating | Jun 11, 2022 | 08:12 GMT+01:00
An issue with our DNS provider means some external sources are failing to resolve the zapappi domains. We are actively working with the 3rd party to resolve this issue.
We will update this incident in the next 30 minutes.
Open | Jun 11, 2022 | 07:52 GMT+01:00
We are currently aware of an issue caused by or DNS provider which means some services are not responding, or not contactable. We are investigating the impact of this, and will update this incident shortly.
Resolved | May 16, 2022 | 16:00 GMT+01:00
All services are now working as expected. Engineers found that an automated update to our call routing platform caused an issue routing outbound calls.
Call traffic was restored at 15:24.
The updated has now been reverted and we're investigating how this happened.
If you are still experiencing any issues with calls, please contact support.
Resolution in progress | May 16, 2022 | 15:46 GMT+01:00
Call levels are now normal, and engineers are looking into the root cause. If you're still experiencing issues getting outbound calls, please contact support.
We will update this incident again within the hour.
Identified | May 16, 2022 | 15:28 GMT+01:00
Engineers have identified an issue, and taking steps to mitigate it, we are seeing call traffic levels returning to normal. We will update this incident again shortly.
Open | May 16, 2022 | 15:00 GMT+01:00
We're currently aware of an issue related to outbound calls and are investigating. We will update this incident shortly.
Resolved | Dec 21, 2021 | 15:14 GMT+00:00
An issue was identified with erroneous traffic resulting in traffic escalation within our network. We have identified the root cause, and fixed it, we will also be conducting additional work to resolve this issue permanently within the next 24 hours. This will have no impact on active traffic. Additionally we will be proactively checking for this until this fix is in place.
Investigating | Dec 21, 2021 | 15:08 GMT+00:00
We're aware some customers are experiencing slow call setups. Engineers are currently investigating and we will update this incident shortly.
Resolved | Dec 20, 2021 | 16:44 GMT+00:00
An issue was found with our REDIS cluster used to maintain the state of call information. Engineers have resolved the issue, and are examining how the issue occurred, and how we can proactively monitor for this in the future. We apologies for any inconvenience this may have caused.
Resolution in progress | Dec 20, 2021 | 16:40 GMT+00:00
We've had reports of an issue some customers have had making outbound calls. Engineers have investigated and identified an issue which has now been resolved. Calls are now returning to normal.
We will update this incident shortly.
Resolved | Dec 01, 2021 | 18:25 GMT+00:00
Engineers have now put a fix in place for the issue experienced today. Further maintenance will be required but scheduled in for later this week, and will be done out of hours, with no impact to ongoing services.
Resolution in progress | Dec 01, 2021 | 17:25 GMT+00:00
We've identified the root cause of the issue, engineers are actively engaged in putting a solution in place. Traffic levels are now normal, and we're not seeing any call failures at the time. We will update this issue within the next 1 hour.
Identified | Dec 01, 2021 | 16:55 GMT+00:00
Engineers are currently reviewing an issue with our LCR platform which has impacted outbound calling. We're seeing normal call levels returning, but still trying to identify the root case. We will issue an update in the next 30 minutes.
Investigating | Dec 01, 2021 | 16:50 GMT+00:00
We're investigating an issue impacting outbound calling.
Resolved | Oct 07, 2021 | 17:05 GMT+01:00
See statement from Microsoft below.
"We've determined that a recent update contained a misconfiguration for PSTN requests. We're reverting the update to remediate impact. More information is available under TM289868 in the admin center."
Any customers still experiencing issues should check the Office 365 Status Dashboard before raising a ticket.
Resolution in progress | Oct 07, 2021 | 16:03 GMT+01:00
We're seeing normal levels of connected call traffic again, and waiting for confirmation from Microsoft of resolution.
Waiting | Oct 07, 2021 | 14:54 GMT+01:00
Microsoft have confirmed there's an issue with PSTN calling inbound and outbound of the MS Teams platform in multiple geographic regions, and products (not just Direct Routing). We will continue to update this incident as and when we learn more.
There is not ETA on resolution of this issue from Microsoft at this time.
Investigating | Oct 07, 2021 | 14:46 GMT+01:00
We're seeing reports this issue may be caused by a wider Direct Routing (MS Teams) issue impacting some regions, including the UK. We will update once we know more.
Open | Oct 07, 2021 | 14:43 GMT+01:00
We're currently investigating an issue with inbound and outbound calls for Microsoft Teams Direct Routing. We will update this incident once we know more.
Resolved | Aug 31, 2021 | 13:01 GMT+01:00
This issue has now been resolved.
Resolution in progress | Aug 31, 2021 | 10:49 GMT+01:00
We're seeing normal traffic levels again, but continuing to monitor. We will update this incident again shortly.
If you're still experiencing any issues with inbound call failures. Please contact support@zapappi.com.
Investigating | Aug 31, 2021 | 10:39 GMT+01:00
We believe one of our inbound carriers had a routing issue with one our their physical locations. They're investigating and have made some changes. We are seeing normal traffic levels returning, but will update this incident again shortly.
Open | Aug 31, 2021 | 10:33 GMT+01:00
We're receiving reports of intermittent inbound call failure. We're investigating with the inbound carrier and will post an update here shortly.
Resolved | Aug 16, 2021 | 16:18 GMT+01:00
This issue has now been resolved.
Monitoring | Aug 16, 2021 | 15:10 GMT+01:00
We're still monitoring this incident, although no traffic is being routed over the impacted carrier.
If you are experiencing outbound call issues, please email support@zapappi.com
Resolution in progress | Aug 16, 2021 | 11:18 GMT+01:00
Most traffic is now routed away from the impacted carrier. if you're still experiencing issues with outbound calls not connecting, please email support@zapappi.com.
Once we have more information about the issue, we will notify customer who have requested an RFO.
Open | Aug 16, 2021 | 10:49 GMT+01:00
We're aware that one of our upstream carriers has been having issue this morning terminating some outbound call traffic. As a result we're in the process of removing the carrier from customer routes.
If you're experiencing outbound call issues, please notify support@zapappi.com, and will will endeavor to respond to you as quickly as possible.
Next update expected within 30 minutes.
Resolved | Jun 04, 2021 | 14:35 GMT+01:00
This issue is now resolved. All traffic is now working as expected over alternative routes, and has been for at least 30 minutes. We will leave his routing in pace until we are confident other routes are no longer being impacted.
Open | Jun 04, 2021 | 14:15 GMT+01:00
We're aware some customers have been having issues with call rejections. We have taken some steps to fix this issue already, and would ask any customers still experiencing issues after this point to email support.
This incident will be updated in the next 30 minutes.
Resolved | Apr 06, 2021 | 11:41 GMT+01:00
We've seen normal quality levels now for the last 1 hour. This issue has now been resolved.
Resolution in progress | Apr 06, 2021 | 10:36 GMT+01:00
One of our inbound providers has identified an issue, and call quality should be returning to normal. We're awaiting further updates.
Open | Apr 06, 2021 | 10:19 GMT+01:00
We've been made aware this morning that some customers are experiencing poor quality on inbound calls. We're investigating this issue with one of our suppliers and will keep customers updated from the status page.
Resolved | Mar 12, 2021 | 17:21 GMT+00:00
All services have now been restored. We will work with our hosting partners to help mitigate this issue moving forwards. If you continue to experience any issues with the REST API, please contact support.
Resolution in progress | Mar 12, 2021 | 17:17 GMT+00:00
We're seeing normal traffic on portals returning, and we're monitoring our REST API.
Open | Mar 12, 2021 | 17:12 GMT+00:00
We're currently experiencing issues with our web hosting in Microsoft Azure. This is impacting all web portals and APIs, but no call traffic.
Resolved | Feb 23, 2021 | 14:55 GMT+00:00
This issue has now been resolved.
Identified | Feb 23, 2021 | 14:50 GMT+00:00
We have identified a component on our web platform that has caused the issue, and are looking to migrate it.
Investigating | Feb 23, 2021 | 14:45 GMT+00:00
We're seeing normal traffic return to our web portals, however we are still investigating the root cause.
Open | Feb 23, 2021 | 14:35 GMT+00:00
We're currently experiencing very high load across our web servers, which is causing some part so the web infrastructure to timeout.
Resolved | Feb 11, 2021 | 09:56 GMT+00:00
All traffic has been routed away from the impacted carrier, and outbound call operations are now and have been for the last 20 minutes at normal levels.
We will leave the impacted carrier out of our routing for the time being until their transit issues are resolved.
Any customers experiencing calling issues after this time should raise a ticket via normal processes.
Monitoring | Feb 11, 2021 | 09:47 GMT+00:00
The carrier in question has identified an issue with one of their transit partners, and actively working to resolve the issue.
All customers OUTBOUND traffic has been rerouted over alterative providers, as of 09:42.
If you are still experiencing calling issues after that time, please raise a fault with support. Otherwise please monitor this incident for updates.
Open | Feb 11, 2021 | 09:41 GMT+00:00
We're aware of an issue with one of our carriers that is causing calls to return BUSY HERE. This is being investigated with the carrier, and traffic has been routed away of that carrier in the mean time.
This incident is not impacting all outbound call traffic.
Customers still experiencing issues making calls after 09:41 should contact support. Otherwise please watch this incident for further updates.