Aatrox Communications - Inbound call Issues from the Telstra Network – Incident details

All systems operational

Inbound call Issues from the Telstra Network

Resolved
Degraded performance
Started over 1 year agoLasted 4 days

Affected

Australia

Operational from 1:11 AM to 1:11 AM, Degraded performance from 1:11 AM to 12:14 AM

SIP Trunking (Australia)

Operational from 1:11 AM to 1:11 AM, Degraded performance from 1:11 AM to 12:14 AM

Updates
  • Resolved
    UTC
    Resolved

    This incident has been resolved.

  • Monitoring
    UTC
    Monitoring

    After Telstra's changes yesterday we are seeing an improved Mean Opinion Score (MOS) for all calls. Any issues need to be reported immediately via our support team - support@aatroxcommunications.com.au

  • Identified
    UTC
    Identified

    Telstra is deploying a software correction that we are hopeful will resolve the issue. This update is currently being applied and is expected to be implemented by close of business today. A follow-up review will be conducted by Telstra tomorrow to confirm that the root cause has been fully addressed.

  • Update
    UTC
    Update

    Telstra and their Engineering team are still investigating the issue.

  • Investigating
    UTC
    Investigating

    We are currently aware of an issue affecting inbound calls from Telstra’s network, with users potentially experiencing issues such as one-way audio or intermittent ticking sounds. This problem appears to be sporadic and is primarily impacting calls from mobile numbers. Please note that the issue originates from within the Telstra network. Our upstream provider has raised a support ticket with Telstra and has escalated the matter. At this stage, Telstra has not yet identified the source of the issue or provided an estimated resolution time. However, the ultimate resolution depends on Telstra addressing the root cause of the incoming call quality problem. We will continue to provide updates as we receive more information from them. We appreciate your patience and understanding as we work towards resolving this.