Incident History

Engineers will be working at the various Voiceflex datacentres between the 24th and 30th April 2026 completing planned network maintenance, upgrades and migrations.

Please find the Plan of work provided in the section below:

Voiceflex Data Centre notification:

We were notified by our Data Centre provider (Equinix) regarding maintenance work as per the detail below:

MONDAY, 19 JAN 19:00 - TUESDAY, 20 JAN 07:00 (UTC) - (LD8 - SB-PDU-02 Migration of supply at LD8 - CHG0109159)

FRIDAY, 23 JAN 19:00 - SATURDAY, 24 JAN 07:00 (UTC) - (LD8 - SB-PDU-01 Migration of supply at LD8 - CHG0109313)

IBX: LD8
 
"DESCRIPTION: Equinix, along with an approved vendor, will conduct a power supply feed migration for PDU (Power Distribution Unit) SB-PDU-02 from switchboard SB:UPS:02 to switchboard SB/UPS/1/2 and SB-PDU-01 from switchboard SB:UPS:02 to switchboard SB/UPS/5/2 at LD8 IBX as part of an ongoing upgrade.

During this migration, the redundancy of customer cabinets will be temporarily reduced to N. The remaining power supply will continue to be supported by our Uninterruptible Power Supply (UPS)."

Voiceflex customers that do not have failover configured or have no redundant circuits to one of our other Data Centres might be at risk during this maintenance window.

Voiceflex engineers will monitor services during the Supplier maintenance window and do everything in our power to restore any service affected as soon as possible.

If you experience any issues please notify as soon as possible by contacting our support team at [email protected]

We currently have an issue of being unable to login to the www.portal.viceflex.com. This is due to the 2FA feature not working.

We are working with our SMS partner to resolve.   https://status.twilio.com/

Subject: Emergency Change Notification – Voiceflex FLOW Service Interruption

Date: 28 Aug 2025

Time Window: 21h00 – 23h00 BST (Expected outage: a few minutes while testing failover)

Impacted Service(s): Voiceflex FLOW

Voiceflex will be migrating between Layer2 interconnect providers for circuits making use of the @voiceflex realm. This migration will assist us with an improved customer experience by providing better troubleshooting and support. The maintenance level is classified as “at-risk” only while the Layer2 providers implement configurations.

Plan of work provided in the section below:

Engineers will be working at the various Voiceflex datacentres between the 3rd and 8th October 2025 completing planned network upgrades and migrations.

Please find the Plan of work provided in the section below:

Engineers will be working at the various Voiceflex datacentres between the 7th and 11th March 2025 completing planned network upgrades and migrations.

Please find the Plan of work provided in the section below:

We are seeing some delays on mails from our systems destined for customers due to an ongoing issue that's being tracked on

https://status.mimecast.com/

This delay will affect both mails leaving Voiceflex systems destined for outside and mails sent to Voiceflex from outside users. Currently the delay seems to be around 10 minutes.

At-risk notification: One of the Voiceflex core circuit providers will be performing urgent network maintenance at THN and LD8 DCs 9th Sep (02h00 - 06h00am). This work is required to implement additional redundancy for the Voiceflex circuits on core devices. Services at THN and LD8 might be at risk while new provider changes are implemented.

At-risk notification: One of the Voiceflex core circuit providers will be performing urgent network maintenance at THN and LD8 DCs 22nd June (02h00 - 06h00am). This work is required to implement additional redundancy for the Voiceflex circuits on core devices. Services at THN and LD8 might be at risk while new provider changes are implemented.

At-risk notification: Voiceflex engineers will be performing urgent network maintenance at THN and LD8 DCs 6th July (02h00 - 06h00am). This work is required to activate additional and new client services on core routers. Services at THN and LD8 might be at risk while new configs are implemented.

At-risk notification: Voiceflex engineers will be performing urgent network maintenance at THN and LD8 DCs 27th May (02h00 - 06h00am). This work is required to activate new client services on core routers. Services at THN and LD8 might be at risk while new configs are implemented.

One of our wholesale ISPs is experiencing a MSO at their DC in London. The ISP has advised that this could affect broadband services nationally. We cannot access their portal to run any diagnostics at this time. The ISP cannot provide an ETA on the fix but we expect the issue to be resolved before 12:00. Apologies for any inconvenience caused. Updates to follow as they arrive. Thank you. VF Support

Reason: Volta DC engineers identified an electrical joint on Rising Bus Bar C1 via thermal imaging that requires a shutdown of the rising bus for a thorough examination. This is being undertaken as a precautionary measure to ensure that no customer will be affected by unplanned electrical shutdowns should the joint overheat and fail at a later stage.

We're currently experiencing a network issue that is affecting calls in/out and trunk registration. At this time engineers are working on the issue and will update in due course. Please accept our opplogies for the inconviemce caused. VoiceFlex

We're currently experiencing a network issue with inbound calls on the MS Teams platform. To avoid disruption, you can divert your inbound numbers to a failover trunk if you have one. If you do not have a failover trunk you could apply diverts directly to your customers IB numbers on the Voiceflex portal under Numbers & Programming > select number, select divert, add number in national format (no spaces) and apply. Apologies for the inconvenience caused.

We are aware of an issue with one of our upstream carriers at present where they are returning incorrect status codes resulting in a suspended message being played. We are in the process of removing them from routing if you receive this message please try your call again.

Voiceflex engineers will be performing urgent network maintenance at THN tonight (19h00 - 01h00). This work is required to resolve issues seen on one of the core routers and prevent any degradation of service

10:31: A number of customers have reported problems with DSL and FTTC connections provided by Voiceflex. Network engineers are currently investigating and we will update shortly.

Voiceflex engineers are currently investigating core network instability. We will provide further updates shortly.

SIP40 having issues with registrations failing due to massive increase in usage.

Nebula call queue failure on FSL causing inbound call queues to just ring to the a-end.

One of the core switches in the Voiceflex THN data center experienced a failure at 07:10 on the 16th July. Voiceflex engineers are working to replace the affected hardware. External services should all be operational.

At 13:17 there was a brief interruption in services delivered from the HEX data center. Platforms were recovered by 13:24

Between 10:35 and 11:10 Nebula services experienced an outage where services went offline for some customers. Engineers worked to resolve the issue and services should be restored, if you customers are still experiencing problems please reboot any handsets and if issues continue contact support.

major network incident affecting a large number of BT Broadband services. Ethernet services are unaffected by this

Engineers will be working in the datacentres between the 23rd of June and the 1st of July completing network upgrades. Plan of works: