Support Services

Inbound Routing/Audio Issue

29/04/2025

We have been notified of an incident on the network whereby some of our customers with audios linked with their services (I.e. Interactive Voice Response services, Audio Whispers) are not receiving their calls correctly.

The network engineers are currently investigating, further updates will follow shortly. We appreciate your patience as we are working to resolve this issue.

Horizon Incident

08:44 29/10/2024

Please be advised we are aware of an issue with editing Horizon companies on the portal. This has been raised to the network who are currently working on this as a high priority A further update will be posted by 10am.

UPDATE - 09:27 29/10/2024

Following our last update, our engineering teams are engaged and currently working on a resolution. We appreciate your patience as we work on remedying this. We will provide a further update by 10:30am.

UPDATE - 11:00 29/10/2024

Our engineering team have identified the root cause affecting editing Horizon Companies and this has now been resolved. Any changes that were made this morning would need to be resubmitted. Thank you for your patience while we worked on this. Please note that this notice will be closed at 12pm.

Major Service Outage - Leased Line

02/10/2024 11:21

We have been made aware of an issue impacting customer network services hosted within the Manchester area. Network and architecture engineers are investigating the fault and further updates will be available within the next hour.

We would like to apologise for the inconvenience this is causing and appreciate your understanding

Microsoft Outage

09:30 19/07/2024

A major outage has been identified this morning linked to Microsoft. The incident has been raised however this will have a knock-on effect on services across the network relating to access to our portals and multiple systems which are currently unavailable. Further updates with follow shortly.

Update 12:50 19/07/2024

We are pleased confirm that our portal access has resumed to full availability. If you are still experiencing any problems please call our Support Team on 0800 043 0800 Option 3 or email support@telecomsworld.com. Thank you for your patience on this issue.

Carrier routing issue on numbers in the 0800 099 XXXX range

16:20 21/03/24

We are aware of a carrier routing issue with numbers in the range 0800 099, this includes all numbers in the Telecoms World allocation from 0800 099 6000 to 0800 099 6999.

Disruptions were noted and brought to the attention of the broader network on March 19, 2024, as calls began to go straight to a busy signal. A carrier issue was identified affecting all numbers in the 0800 099 range, and we are actively investigating this with the carrier team.

***Update: We've been informed by the network that calls to 0800 099 are now clearing properly over both offnet and onnet connections. However, the matter is still being investigated with the network to ensure we receive comprehensive notes on the work done to address the issue.

Ensuring the stability and accessibility of our network and phone numbers remains a top priority at Telecoms World. Rest assured, we are diligently working to address and rectify the current issue to minimise any inconvenience experienced by our valued clients. Should you require assistance or additional details, please feel free to reach out to our support desk at support@telecomsworld.com.

BT and Openreach industrial action

6/11/22 - 10/11/22 - 20/11/22 - 24/11/22th

Update regarding the recent announcement of the BT and Openreach strike action that will be taking place on:

• Thursday 6th October • Monday 10th October • Thursday 20th October • Monday 24th October

It is expected that 40,000 BT Group workers will strike, and it is essential to note that unlike the most recent strikes in August, the action in October will include 400 workers employed as 999 emergency call handlers. BT has said it would "do whatever it takes to protect 999 services" by moving staff to cover emergency calls and that they are "redeploying our people to the most important priority is as normal of BT operations."

What does this mean for you?

As the previous strikes, BT and Openreach have said that they will endeavour to reduce the impact of the action, by postponing all non-essential engineering works or software updates. We will implement any possible measures to minimise disruption to our customers and partners. Any affected appointments will be rescheduled after the last day of strike action. We will continue to monitor the situation by working closely with BT and Openreach. We will communicate any further updates if and when they occur.

Openreach and BT Worker Strike Action

11:59 17/08/2022

Following the news that Openreach and BT workers have served notice to strike over pay, we anticipate that businesses could experience lead times for installs and some delays to repairs.

Strike action will occur on Tuesday 30th August 2022 and 31st August 2022. During any industrial action, Openreach will prioritise repairs over the provision of new orders. Therefore it is likely there will be a backlog in activations resulting in longer lead times.

Openreach is a key supplier to the services we provide, and we are liaising closely with them to ensure we are kept informed of any key developments and their plans to mitigate the impact of the industrial action.

Our team continues to be on hand to support you and your business. If you do have any further questions, please do not hesitate to get in touch with your account manager.

Voicemail to Email issue

16:30 16/08/2022

We are currently aware there is a fault with Voicemail to email; this has been raised with the network, who are investigating as a priority. As soon as we have any further details, we will update you.

Update 11.36 17/08/2022

We can confirm the Voicemail to Email issue has now been resolved. The situation is being actively monitored. The Voicemails from the 15/08/2022 should now be in your inbox; thank you for your patience on this issue.

Openreach and BT Worker Strike Action

14:58 27/07/22

Following the news that Openreach and BT workers have served notice to strike over pay, we anticipate that businesses could experience lead times for installs and some delays to repairs.

Strike action is due to take place on 29th July and 1st August. During any industrial action, Openreach will prioritise repairs over the provision of new orders and therefore it is likely there will be a backlog in activations resulting in longer lead times.

Our team continues to be on hand to support you and your business.

Openreach is a key supplier to the services we provide and we are liaising closely with them to ensure we are kept informed of any key developments and their plans to mitigate the impact of the industrial action.

Hosted and SIP - Call issue

12:29 22/07/22

We are currently aware of an issue affecting incoming and outgoing calls for Hosted and SIP services, this has been raised with Network who are investigating as a priority. As soon as we have any further details, we will update you.

--- Update 15:36 22/05/22 --- We are seeing reports that the issues experienced today with hosted voice and SIP are now resolved. The situation is being actively monitored and as soon as we have an official supplier update we will advise accordingly. Thank you for your patience on this issue.

Number Manager and Call Statistics - Server updates 14:00 to 16:00 18/01/2022

ASSIGNED - 10:35 18/01/22

Between 14:00 and 16:00 the access to Number Management will not be available to view or make changes, during this time updates to our internal servers will be taking place. If you require any amendments to call routing, please email our team on customerservices@telecomsworld.com We will send a further update once the update is complete.

Incident impacting BT exchanges in the Midlands and South West

UPDATE - 12:30 15/11/21

Loss of voice services covering multiple regions with point codes linking the network currently down. This can impact calls out to mobiles. Further updates will be provided by BT exchange engineers.

09:30 15/11/21

There is currently a high priority incident impacting lines in the Midlands and South West. A number of BT exchanges are impacted and are being investigated. We will let you know as soon as we have any updates.