22:48 UTC | 14:48 PT
Our voice provider has confirmed that a fix is in place for the Talk issues affecting our UK customers. We will continue to monitor the issue for improvements.
18:55 UTC | 10:55 PT
Our voice provider has determined that the Talk issue on pods 17 and 18 is only affecting calls in the UK. More information to come as we learn more.
17:17 UTC | 09:17 PT
We are investigating reports of call functionality being disrupted for some customers located in the EU and UK.
On January 31st, 2020 at approximately 15:10 UTC, our voice provider experienced an impairment towards some United Kingdom numbers. As a result, the calls would complete, however they would be accompanied by two to three additional call attempts, that would be invalid calls that would have no audio and be a nuisance for the receiving number. This impairment lasted for 5 hours and 10 minutes. The incident was caused by our voice provider's carrier partner reporting an outage on much of their network due to a national fibre break in the London area which affected voice connectivity and quality on part of their network.
Our voice provider's connectivity team has updated their internal runbooks to include the process and procedure for utilizing iptables to block a specific offending SBC IP for an inbound provider. This will allow our voice partner to quickly be able to mitigate this type of issue if it were to occur again.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.