Intermittent Call Traffic - Inbound

We understand and expect that the situation has now been contained.

Thank you for your patience.

Our supplier is actively working with the origin carriers who are responsible for blocking malicious inbound calls to prevent them from reaching the network and disrupting service availability. We are awaiting updates on the progress of the CLI blocking activity.

Current service loss affects inbound services only, and this no longer appears to be affecting the Burstfire numbers. We will continue monitoring the situation until we are certain our numbers are no longer affected.

Separately, our provider is liaising with a number of regulatory bodies, including Ofcom and Comms Council UK, the National Cyber Security Centre, and the National Fraud & Cyber Crime Reporting Centre as a matter of procedure given the information they have complied over the course of the last 24 hours.

As our supplier continues to address the issue of malicious call traffic, they are currently implementing measures to ringfence numbers identified as most severely impacted by this problem, in order to reduce the overall load on the platform and mitigate the negative effects of the influx of incoming calls.

There is now a good idea of where the bad traffic is coming from and they are hoping the various upstream providers will be blocking the majority of this morning.

Our telephone numbers appear to be working as expected, though we are closely monitoring the situation.

Our supplier and their upstream providers are continuing to successfully scrub malicious call traffic to restore service. This work will continue into the evening. They are currently implementing measures to ringfence numbers identified as most severely impacted in order to reduce the overall load on the platform and mitigate the negative effects.

We do not currently know when service will be fully restored to our numbers, but we will continue to update as we hear.

Please continue to contact the Burstfire Help Desk at 0800 61 28778 for the time being. We hope to have service fully restored to our telephone numbers as soon as possible, and apologise for the inconvenience.

Our supplier has been working closely with their upstream providers to identify and scrub malicious call traffic targeting specific customers and restore service to all affected services, caused by malicious inbound calls flooding to specific tenants impacting the load across wider clusters of tenants. We are informed that they are making significant progress to redirect the malicious traffic.

The next scheduled update will be at 16:00 unless there is an interim update to share beforehand.

Please continue to use 0800 61 28778 until this issue is resolved.

We are continuing to be affected by this issue. Our supplier is continuing to work with their upstream providers to identify any non-genuine call traffic being received.

Our provider is continuing to work with upstream providers to identify any non-genuine call traffic being received on the platform.

At approximately 13:30 yesterday afternoon (12/12/2022) our supplier detected a significant and abrupt influx of inbound call traffic to the voice platform.

Overnight they have been working closely with upstream providers to identify any non-genuine traffic, and this work has continued into this morning.

The current disruption impacts varying numbers of users depending on the intensity of inbound call traffic at any one time but is approximately 5% of UK users.

As work on this issue continues, we will be provided updates hourly to inform us of progress. The next update is expected at 11:45.

We are currently waiting on an update from our supplier regarding this issue. Please use 0800 61 28778 should you need to contact a Burstfire engineer urgently by telephone.

We apologise for any inconvenience caused.

An earlier resolution was not effective. Our supplier's engineers are still working hard on the issue and we will update accordingly.

This incident has now been resolved. Thanks for your patience.

A fix has been implemented and engineers are monitoring the results. We expect calls to be passing correctly.

Our supplier has identified an issue affecting inbound and outbound call traffic for some customers and is currently implementing a fix. A further update will be provided shortly.

No further details at this stage. We will update this status when we hear more from our supplier.