whoa, all of my customer lines just went down

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04-08-2011, 10:29 AM
GreenLantern

whoa, all of my customer lines just went down

Can't reach Voipo support line either.

Anyone else?

What is happening?
04-08-2011, 10:44 AM
VOIPoTim

Re: whoa, all of my customer lines just went down

Please see http://twitter.com/voipo for all network status information.

We have been experiencing system issues today while recovering call logs from a call log failure that occurred overnight. In order to avoid further system issues, we are delaying the restoration until tonight during off-peak times.

All services should now be back to normal. If a customer is experiencing issues, simply have them reboot their adapter.

All missing call logs for past calls will be restored during off-peak hours tonight.
04-08-2011, 06:01 PM
genxweb

Re: whoa, all of my customer lines just went down

I hope you have some staff on this weekend to deal with any of the fallout from this
04-08-2011, 06:09 PM
VOIPoTim

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by genxweb

I hope you have some staff on this weekend to deal with any of the fallout from this

Outside of the call logs, there are no current issues and everything on our network is running smoothly.

Past call logs are in the process of being restored and you should gradually see missing calls appear over the next 48 hours or so.
04-08-2011, 07:25 PM
genxweb

Re: whoa, all of my customer lines just went down

I am still having clients report issues.

Ticket KDY-207031
04-08-2011, 07:50 PM
VOIPoTim

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by genxweb

I am still having clients report issues.

Ticket KDY-207031

If you have someone experiencing issues, you should troubleshoot normally. Everything on our end is normal and all systems are running smoothly.

I took a look at this ticket for you and even did test calls to confirm everything.

If the user is experiencing issues, it's definitely on their end because I was able to successfully receive calls on that account when connected with a softphone.
04-08-2011, 09:00 PM
genxweb

Re: whoa, all of my customer lines just went down

IT is not there end as My account works on my pc. I remove my settings and put his and call is busy. I know to verify each account before contacting support as they always blame the user and 9 out of 10 times it is the user. But I get a busy as well trying to call out on his account. On a system that I know works with the service as I use it with my office number that is part of your system.

This is still a issue.

His devices are successfully registered so is my softphone. I like to see the logs on your side to help him as support was not helpful.
04-08-2011, 09:09 PM
genxweb

Re: whoa, all of my customer lines just went down

His call logs are not even showing his number as the out bound caller when the logs calls did work today they are showing as 3232543018 not his number that is in the ticket
04-08-2011, 10:21 PM
VOIPoTim

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by genxweb

IT is not there end as My account works on my pc. I remove my settings and put his and call is busy. I know to verify each account before contacting support as they always blame the user and 9 out of 10 times it is the user. But I get a busy as well trying to call out on his account. On a system that I know works with the service as I use it with my office number that is part of your system.

This is still a issue.

His devices are successfully registered so is my softphone. I like to see the logs on your side to help him as support was not helpful.

I misread your original post stating and only tested incoming.

I had someone take a look at outgoing and they said this account was just over it's session (simultaneous call) limit and the system still thought it had calls going because calls from earlier did not hang up/end properly. All accounts are limited to 2 outgoing calls at a time by default.

So it was not a system-wide issue but was just that this account still showed calls in progress so it wouldn't allow additional calls until those "hung up".

This could be because of the morning issues if they were in a call and the hangup signal did not get received so even though the calls ended they never ended in our system.

They cleared those out for this account and it's all set now.
04-09-2011, 06:44 AM
genxweb

Re: whoa, all of my customer lines just went down

Tim thank you.
04-09-2011, 10:37 PM
GreenLantern

Re: whoa, all of my customer lines just went down

Hi Tim. The 2 outbound calls limit is something I wasn't aware of until now. I thought we could have unlimited connections?

How do I go about getting that limit removed from my accounts?

Those of us who sell by the minute like to encourage simultaneous usage, and it is one of the big selling points of SIP.

Thanks.
04-09-2011, 11:17 PM
VOIPoTim

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by GreenLantern

Hi Tim. The 2 outbound calls limit is something I wasn't aware of until now. I thought we could have unlimited connections?

How do I go about getting that limit removed from my accounts?

Those of us who sell by the minute like to encourage simultaneous usage, and it is one of the big selling points of SIP.

Thanks.

You can connect unlimited times (just use the SIP info multiple times).

This is just a limit on the simultaneous calls. We can't do unlimited (too much potential for fraud and bad stuff to happen), but we can gradually increase the limit on a per account basis as usage increases. You would just contact reseller@voipo.com with your requests.
04-10-2011, 10:31 AM
sam

Re: whoa, all of my customer lines just went down

My Voipo connection is not working at all at least since this morning (it may be from yesterday evening). In Linksys, I see power and Internet lights are on, but phones lines lights are off, though phone lines are connected to phones which is untouched and was working yesterday during the day.

Is there any debug tool in Linksys (provided by VOIPo) that I can access with web interface and checks the logs?

Is VOIPo system is working for everyone?

My connections have always been (for months) and working until now was:

Time Warner Cable/Roadrunner NC (Raleigh)
--> D-link D-524 router (basic standard settings)
--> Linksys --> phone port 1 --> Phone system 1
--> phone port 2 --> Phone system 2
--> Wireless & other LAN network (working fine)

Internet access is via cable modem Motorola SB5101. Speed test shows 9Mbps download and 398Kbps download. It has been working for many months. Rebooted all of the devices, several time. In fcat left all the systems off overnight to see if it resolves. But no luck.

Thanks in advance for any help.
04-10-2011, 02:47 PM
genxweb

Re: whoa, all of my customer lines just went down

Tim one other question that may or may not be related to this. If call logs are not all back which they say they are will the users limits be effected. IE I had a user that had 1500 + minutes used and now shows way below that. I am getting charged for the overages i have caps set on every ones account. This user is 3500 so going from near 1500 to only 272 is kind of worry some.
04-10-2011, 02:59 PM
VOIPoTim

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by genxweb

Tim one other question that may or may not be related to this. If call logs are not all back which they say they are will the users limits be effected. IE I had a user that had 1500 + minutes used and now shows way below that. I am getting charged for the overages i have caps set on every ones account. This user is 3500 so going from near 1500 to only 272 is kind of worry some.

Call logs are still restoring. They've been rebuilding since Friday night newest to oldest.

Limits and overages reet on the 1st of each month. So the current stats and limits are from April 1-April 10. Nothing is missing from April.

Call logs from past months will have nothing to do with the current month.

If you have specific questions with your account, you will need to open a helpdesk ticket by e-mailing reseller@voipo.com.
04-10-2011, 03:03 PM
VOIPoTim

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by sam

My Voipo connection is not working at all at least since this morning (it may be from yesterday evening). In Linksys, I see power and Internet lights are on, but phones lines lights are off, though phone lines are connected to phones which is untouched and was working yesterday during the day.

Is there any debug tool in Linksys (provided by VOIPo) that I can access with web interface and checks the logs?

Is VOIPo system is working for everyone?

My connections have always been (for months) and working until now was:

Time Warner Cable/Roadrunner NC (Raleigh)
--> D-link D-524 router (basic standard settings)
--> Linksys --> phone port 1 --> Phone system 1
--> phone port 2 --> Phone system 2
--> Wireless & other LAN network (working fine)

Internet access is via cable modem Motorola SB5101. Speed test shows 9Mbps download and 398Kbps download. It has been working for many months. Rebooted all of the devices, several time. In fcat left all the systems off overnight to see if it resolves. But no luck.

Thanks in advance for any help.

There have been no system-issues since Friday morning. We always announce issues at http://twitter.com/voipo

Have you tried rebooting your modem/router and VOIPo adapter (all of them)? 99% of the time, that will solve the issue. Since they are electronics they need to be rebooted occasionally.
04-11-2011, 08:46 AM
genxweb

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by VOIPoTim

Call logs are still restoring. They've been rebuilding since Friday night newest to oldest.

Limits and overages reet on the 1st of each month. So the current stats and limits are from April 1-April 10. Nothing is missing from April.

Call logs from past months will have nothing to do with the current month.

If you have specific questions with your account, you will need to open a helpdesk ticket by e-mailing reseller@voipo.com.

Tim I am talking about this month usage not last months. Based on your twitter feed and what I see in y call logs is why I asked this.

Also based on what is in this post: http://forums.voipo.com/showthread.php?p=22860
04-11-2011, 09:55 AM
VOIPoTim

Re: whoa, all of my customer lines just went down

Quote:

Originally Posted by genxweb

Tim I am talking about this month usage not last months. Based on your twitter feed and what I see in y call logs is why I asked this.

Also based on what is in this post: http://forums.voipo.com/showthread.php?p=22860

There shouldn't be any impact. If you notice anything wrong, just contact reseller@voipo.com with specific examples and our team will be happy to investigate.