Telephone Connectivity Issues

Posted

Incident is resolved

[UPDATE] 4:00 AM CT –  Our 3rd party phone provider reports that all issues have been resolved.

[UPDATE] 10:02 PM CT – Performance continues to improve but we are still experiencing intermittent connectivity.  You should be able to reach our support team by phone, however, if you experience any issues Live Chat is available 24/7

[UPDATE] 3:02 PM CT –  Our 3rd party phone provider has advised that the performance is improving and phones are slowly coming back online.  Thank you for your continued patience.  Please continue to use our Live Chat support via the User Portal if you are unable to reach us by phone.  We will continue to provide updates via this thread.  Thank you.

[UPDATE] 1:21 PM CT – Our 3rd party phone provider’s network engineers are making progress on mitigating the DDoS attack.  We expect the issue to be resolved shortly.  Please use our Live Chat support via the User Portal if you are unable to reach us by phone.  We’ll continue to update you via this thread as we have updates.

[UPDATE] 12:49 PM CT – We continuing to see the effects of the DDoS attack with intermittent connectivity. Some of you may have experienced longer than normal wait times, and we urge you to use our Live Chat through the User Portal if you experience any of these issues. We’ll continue to update you via this thread as we have updates.

[UPDATE] 12:09 PM CT – We are starting to see reports of the issue resurface. Our 3rd party phone provider have confirmed that they are currently experiencing a DDoS attack, and it is directly related to this issue. We are continuing to work with them on this matter, and as we have more information, we will continue to update you.

[UPDATE] 11:09 AM CT – At this time, we are not getting any further reports of this issue on our end, but it does not appear to be fully resolved. Continuing to work with our 3rd party phone provider they continue to see improvements. We will close this issue once it has been resolved.

[UPDATE] 10:39 AM CT – At this time, our 3rd party phone provider has isolated the this issue to their local network, and are continuing to work towards alleviating these issues.

We are seeing the connectivity issue go away on our end, and have received reports of this from our phone provider as well. As they continue to work to fully resolve this issue, we will keep you updated via this thread.

[UPDATE] 10:14 AM CT – After continuing to work with our 3rd party phone provider, they are currently experiencing a P2 event with multiple clusters reporting issues accessing the login page. Their NOC team is actively working to identify root cause of this issue.

Thank you for your patience, and we will continue to update you as more information becomes available. Please feel free to contact us via Live Chat in the meantime.

09:59 AM CT [START] – We have observed issues when receiving phone calls in our Support team. Our phone provider has identified this as an issue on their end. We are continuing to work with them to resolve this problem.

Please utilize Live Chat through the User Portal if you have any issues with our phone support. We apologize for the inconvenience.