PhoneBurner Status

Now that the dialer is fully operational and premium services are restored, this will be the last update we provide using this communication path.

While our platform was in the process of coming back to full operations, we used these Statuspage updates to deliver information to you as the situation was quickly evolving. Now that our primary services have been restored, we are going to transition back to our typical communication channels and use the Statuspage only in the event of future service outages.

We are aware of some uncommon call quality issues that are improving each day. We are also aware that there are still some customers who are waiting for their numbers to be restored and for compliance approval for SMS. We will continue to communicate regularly with you via email and in-app messaging.

We recommend adding phoneburner.com as a safe sender in your email settings to ensure you continue to receive any important messages from us.

We thank you for all of your patience and look forward to a bright future together.

Update - We have important updates regarding vPhone/Local ID numbers and SMS.

Numbers
Local ID and vPhone numbers purchased on or before January 25 are in the process of being restored. At this time, some numbers have been restored so continue to check your numbers library for the status of yours.

Here are definitions of what those statuses mean:
- Active (done & working)
- Restore in Progress (in progress)
- Pending Restore (in the queue to be restored)
- In Review (being vetted by compliance)

SMS
For those still awaiting SMS approval, we need some additional info!

Please fill out this form and we will submit your request for SMS on your behalf. http://phoneburner.com/sms-form

This is in addition to having your business profile completed. If you still haven’t taken that step, you can log into your account and find your Business Profile page here: https://www.phoneburner.com/myaccount/businessprofile/index

We know this is a lot, but as the industry and compliance evolves, we are doing what we can to help protect your business.

We are continuing to investigate this issue.

For roughly one hour today from 12:30pm - 1:45pm PT some of our customers experienced lower call quality when making outbound calls.
Our team resolved this issue at roughly 1:45pm.
We will continue to monitor the situation.
We apologize for these issues as we continue to fully restore all of our systems.

We are currently experiencing some instances of lower call quality. We are actively working to resolve this.

The connection issue from this morning appears to be resolved.

We are aware of an issue causing some calls to not connect. We have just implemented a change that should correct for this.

Update - Our team has been working nonstop to improve services and monitor accounts. Read on for updates to Local ID, vPhone and outbound SMS.

Numbers - Local ID and vPhone numbers purchased on or before January 25 are in the process of being restored. Please note this process is ongoing and some of your numbers may become available before others. You can check the status of your numbers in your PhoneBurner account.

Here are definitions of what those statuses mean:
- Active (done & working)
- Restore in Progress (in progress)
- Pending Restore (in the queue to be restored)
- In Review (being vetted by compliance)

SMS - SMS now requires you to complete your Business Profile and provide SMS opt-in details. Log into your account, go to settings, and you can find your Business Profile under My Account - https://www.phoneburner.com/myaccount/businessprofile/index

Once the profile is complete it will be submitted for compliance review. Once approved, we'll enable your SMS messaging and notify you.

We don’t have a timeline for how long approval will take.

Thanks for your patience.

For customers who have previously purchased numbers and/or have outbound SMS capability, we have two important updates:

Previously Purchased Numbers: Numbers (Local ID and vPhone) purchased on or before January 25 are in the process of being restored. Each account is being individually reviewed before numbers will become available. Once an account is approved, the numbers in your account will gradually activate as they are restored. Note this process is ongoing and some of your numbers may become available before others. Some numbers will begin to be available starting as early as Monday, February 6. Please note this process normally takes much longer, but we are working with our partners to turn this around as quickly as possible.

Outbound SMS: A process is actively in place to restore SMS functionality and comply with regulatory compliance for A2P (Application-to-Person) SMS. If you are using SMS in your account, make sure you have completed your Business Profile and provided opt-in details. You should have received an email today with more detailed instructions to start the restoration process.

We thank you in advance for your patience while we do proper due diligence to comply with carrier regulations and provide you with the best experience possible.

Number purchasing has been fully restored and purchased numbers will appear on your vPhone or Numbers page.

A small number of customers are still experiencing dropped audio while using the browser connection to initiate dial sessions. If you are experiencing any issues, we recommend you use your phone to dial in. We are working to resolve this issue and will keep you updated as things progress. Thanks for your continued patience.

Quick update on the newly restored number purchasing. We've successfully provisioned hundreds of numbers this morning. However, larger orders are experiencing delays. The orders have all been submitted for processing, and we're working with our number provider to fulfill all outstanding number purchases. As the numbers are fulfilled, they will appear on your vPhone or Local Id numbers page.

Please do not submit a duplicate order.

Premium features and numbers are in the process of being restored.

Updates are available on the following:

-Inbound
-Number Purchasing
-Local IDs
-SMS (available starting Friday)

For additional instructions on activating these features, please check your email or login to PhoneBurner for in-app notifications that will guide you to a short video.

We want to begin by telling you how truly sorry we are for the service challenges we have faced since last week.

This has been an unprecedented time for all of us, and our 80-person team has been working around the clock to fully restore the exceptional services and quality that PhoneBurner is known for.

While our outbound functionality has been restored, we've experienced some speed bumps along the way. We are aware that some of our customers had connection issues today, and we are cautiously optimistic that all outbound dialing issues have been resolved.

Here's where everything currently stands:

Fully Restored:
- Outbound - fully restored with the acknowledgement things may not be perfect yet

Will be restored tomorrow by close of business:
- Number purchasing
- Inbound calls
- Inbound SMS

Will be restored gradually over the next several days:
- Existing Local ID & vPhone numbers
- Outbound SMS

We will follow up tomorrow with additional updates.

We continue to be thankful to all of our loyal customers. Your notes of support and gratitude have given us strength and motivation. Thank you.

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

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

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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.

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.

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.

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.

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.

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.