Outage in PhoneBurner

Service outage

Major
January 25, 2023 - 6 days ago
Official incident page
Components affected
PhoneBurner Dialer
Latest PhoneBurner outages
Outbound SMS - about 2 months ago
Temporary outage - 5 months ago

Details

We are currently experiencing a service outage with SMS, Inbound (vPhone), Number purchasing, and CallerID verification services being impacted. Our team is working with our telecommunications providers to restore the service. Outbound Dial Sessions are not impacted by this outage. We apologize for any inconvenience. We will send you an update at 10 am Pacific Time on Wednesday, January 25th.
Updates ( sorted recent to last )
MONITORING at 01/30/2023 09:40AM

As of 9:30am Pacific, outbound dialing appears to be fully restored.

MONITORING at 01/30/2023 07:25AM

Outbound dialing is partially restored. Our team is monitoring closely, and we will continue to provide updates.

MONITORING at 01/30/2023 07:12AM

Unfortunately, shortly after posting our last update, we identified degraded service with our outbound dialing that is being actively researched by our operations team. We will provide updates as they become available.

MONITORING at 01/30/2023 06:48AM

Monday morning update: Outbound dialing continues to be stable and fully operational. Click-to-call was restored as of Sunday evening. SMS, Inbound, and number purchasing are expected to be restored by end of day Wednesday, if not sooner. We truly appreciate your continued support and patience.

MONITORING at 01/28/2023 07:54PM

A quick Saturday evening update - outbound dialing was fully restored and stabilized Friday. Whisper/Barge was restored late Friday evening. We anticipate click-to-call will be restored before end of day Monday, if not sooner. SMS, Inbound, and number purchasing is expected to be restored by end of day Wednesday, if not sooner. We'd like to take a moment to thank all of our customers who have reached out to express their support and encouragement recently.

MONITORING at 01/27/2023 11:56AM

We believe the earlier identified issue as of 8:01 AM PT has been resolved. Our teams continue to monitor our systems, and we believe you should be experiencing normal dial sessions. Thank you for your patience. We will continue to provide updates as needed.

MONITORING at 01/27/2023 08:01AM

Thank you for your continued patience. We have identified one call performance issue with our newly restored outbound service that is being actively researched by our operations team. We will provide updates as they become available.

MONITORING at 01/27/2023 12:45AM

SERVICE RESTORATION (partial): As of 12:33 AM PT (Friday 1/27) we have resumed our outbound dialing service. We continue to work on SMS, Inbound (vPhone) and Number Purchasing. We'll update status as we make progress.

IDENTIFIED at 01/26/2023 11:37PM

Our systems remain down as of 11:30 PT Thursday. Ours teams are working with telecom partners around the clock to restore service as soon as possible. As soon as we have an accurate estimate for restoration we will publish immediately.

IDENTIFIED at 01/26/2023 02:50PM

On Tuesday afternoon, our company was made aware of a Public Notice posted by the FCC to all US-Based voice providers. As part of that notice, PhoneBurner was listed as one of the service providers for a company placing alleged illegal calls. The notice was clear that calls originating from our platform, by the customer named in the Notice, were to be suspended within a prescribed timeline. We had no advance notice of this Public Notice and, to our knowledge, neither did our carrier partners. As you have experienced, some of our carrier partners have interpreted the Public Notice to include all PhoneBurner traffic. In our opinion, this clearly was not the intent of the Public Notice by the FCC. We are working aggressively to get our services restored, and there are a few material updates to provide you. First, we have retained legal counsel that specializes in working with the FCC. Second, our legal counsel had meetings this morning with the FCC on our behalf. We believe that the interpretation of that meeting was consistent with the Public Notice. Simply put: carriers were asked to remove one company’s traffic and not all PhoneBurner call traffic. Third, our legal counsel, in partnership with the FCC and PhoneBurner, is identifying a series of modest and near-term steps that can be taken to help us reactivate our outbound dialing services. This is the most important step. Fourth, to help appropriately set expectations, service could be restored in the next few hours to the next few days depending on some of the factors described above. We will share more information regarding timing of service restoration with you as soon as we have it. Our teams are working around the clock on this, and service restoration is our top priority. Thank you for your trust in PhoneBurner. Please know we are doing all that we can to reactivate our outbound dialing services. Sincerely, Team PhoneBurner

IDENTIFIED at 01/26/2023 10:39AM

Our system is currently down due to upstream telephone carrier issues. As you may be aware, the FCC issued a Public Notice on Tuesday, January 24th where PhoneBurner was named as a service provider for an enterprise who has allegedly made non-compliant calls. Our attorneys are meeting with the FCC and our carrier partners to resolve this issue. Once we have resolved this issue, we will restore service to you as soon as possible. We understand the importance of staying connected and apologize for any disruption this may have caused. We will continue to communicate with you via this page as soon as new information becomes available. We appreciate your patience and understanding. Sincerely, Team PhoneBurner

IDENTIFIED at 01/26/2023 08:54AM

We apologize for this late update. Outbound dialing, SMS, Inbound (vPhone), Number purchasing, and CallerID verification remain unavailable. Our teams continue to work with our telecommunications providers to restore all services. An update will be provided at 3pm Eastern.

IDENTIFIED at 01/26/2023 05:05AM

Outbound dialing, SMS, Inbound (vPhone), Number purchasing, and CallerID verification remain unavailable. Our teams continue to work with our telecommunications providers to restore all services. An update will be provided at 11am Eastern.

IDENTIFIED at 01/25/2023 04:41PM

Outbound dialing, SMS, Inbound (vPhone), Number purchasing, and CallerID verification remain unavailable. Our teams continue to work with our telecommunications providers to restore all services. An update will be provided at 8am Eastern on Thursday, January 26th.

IDENTIFIED at 01/25/2023 02:04PM

Outbound dialing, SMS, Inbound (vPhone), Number purchasing, and CallerID verification remain unavailable. The team is working around the clock to restore service. We'll update again at 5pm Pacific.

IDENTIFIED at 01/25/2023 11:23AM

Here is a quick update to this existing outage - all outbound calls are fully down. All calls from the PhoneBurner platform are no longer working. We expect that this outage will last for the rest of the day. We will send an update at 2pm Pacific Time.

IDENTIFIED at 01/25/2023 10:08AM

10 am PT Update: We are still experiencing issues with SMS, Inbound (vPhone), Number purchasing, and CallerID verification services and continue to work with our carrier partners to resolve the issue. Our next update will be 2 pm PT or sooner.

INVESTIGATING at 01/25/2023 02:46AM

We are currently experiencing a service outage with SMS, Inbound (vPhone), Number purchasing, and CallerID verification services being impacted. Our team is working with our telecommunications providers to restore the service. Outbound Dial Sessions are not impacted by this outage. We apologize for any inconvenience. We will send you an update at 10 am Pacific Time on Wednesday, January 25th.

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Frequently Asked Questions

Is PhoneBurner down right now? What is PhoneBurner current status?
PhoneBurner seems to be having an outage. Check more details on the top of the page.
Was PhoneBurner down today?
PhoneBurner seems to be having problems. You can check the incident details on the top of the page. In the last 24 hours there was 0 outages.
I'm having issues with PhoneBurner, but the status is OK. What's going on?
There are a few things you can try:
  • Check the official status page for more information.
  • Check the Twitter account for more information.
  • Check on the top of the page if there are any reported problems by other users.
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