NTA - Outage – Incident details

RFO – Wednesday 31st December

At 13:39, our primary service provider experienced extremely high latency on the connections supplying our network. While this caused service degradation, the connections did not go fully offline, which prevented automatic disaster recovery from initiating.

At 13:51, we manually shut down the affected interfaces, allowing disaster recovery procedures to begin. Due to the nature of the fault, services on the impacted connections then had to be manually terminated in order to fully restore service.

At 14:21, we identified that the primary impact was on call completion. One service was becoming stuck as SIP signalling was adversely affected by the high latency, preventing calls from completing successfully.

By 14:35, all services were fully restored and operating normally.

This incident has been resolved. The system is now up and working. A reason for outage will be issued after a thorough investigation

While the service is now working, we are continuing to work on a fix for this incident.