Update 09:43

Further to the update this morning the engineering and support teams have continued to monitor the services and as we have moved into the working day services are working as expected.

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Update 12/07/19 07:21

All testing and monitoring overnight has been successful. The network are continuing to monitor as we have moved into the working day to ensure that all services remain stable. Please retest any affected services and should you have any residual issues please contact us as a matter of urgency to advise.

In regards to the issue with the Call Recording facility on the Horizon portal, the network have advised that the fault experienced may result in some call recordings from yesterday being lost. The engineers are continuing to understand the full impact to call recording. Call recording is working as expected for new call recordings. A further update will be published by 10.00 to confirm resolution or sooner should the situation change.

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Update 22:30

Further to the last update the work to replace hardware completed successfully as of 22.15. The network engineers will continue to test and monitor.

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Update 19:43

Further to the last update, we can confirm that the engineering teams have begun the process of replacing the hardware. They are closely monitoring the network whilst the work takes place.

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Update 16:30

The latest update we have from the engineering team is some service areas affected have been restored, however, they are still continuing to work towards a full resolution and investigating the full impact of this issue.

We will continue to provide further updates.

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Update 12:30

Engineering teams have advised that those affected by call quality and call routing issues are now seeing improvement of this part of the service; portal access has significantly improved also.

The engineers are still working on some residual issues with the delay in registration and will continue to work towards a full resolution.

We will post further updates shortly

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Update 11:30

Further to the last update, the engineering team have now completed the restarting of the core network device, and they are currently in the monitoring stage for improvements and continuing to work on the root cause of this incident.

We thank you for your patience in this matter and a further update will be posted in due course.

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‍Update 10:45

Our network engineering teams have made some changes on call routing to improve call failures that have been experienced. They are also in the process of restarting a core network device within one of the data centres as part of the recovery process.

There may still be some remaining call quality issues and portal performance problems which are still being investigated.

A further update will follow shortly.

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11/07/19 10:27 ‍

We are aware of current issues with Horizon, who are referring to this fault as an infrastructure failure. This is affecting both VoIP handsets and the client users e.g. computer and mobile apps.

Current issues being reported are:

• Unable to transfer calls
• Unable to hang up after a call
• Busy lamp field not fully functioning
• One way audio on calls both inbound and outbound
• Phones will start to ring back when a call has ended and there will be a silence

This is being looked into as an urgent matter with the network and we are currently awaiting updates. This is also affecting our system so please refer to the Service Status for ongoing updates.

 We apologise for any inconvenience caused.

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