Ongoing Audio quality issues [US-East]

This incident has been resolved.

Dear Valued Customers,

Thank you for your continued patience and understanding during this time and would like to update you on the recent incident affecting audio quality.

The issue was escalated on behalf of Telnyx NOC to our telephony team. The telephony team were unable to identify a root cause, within the Telnyx network, that could explain degraded audio quality on a subset of customer calls.

The telephony team promptly escalated the case to our networking engineers who were able to confirm the issue was outside of the Telnyx network, downstream with a transit provider (NTT) and a peer provider (AT&T), and due to congestion during peak communication hours specifically in the Ashburn region US-East. Customers who use AT&T as their ISP in this region may have experienced packet loss due to this congestion.

The networking team escalated the case to the transit provider who had engaged the peer provider, the issue was acknowledged but there was no estimated timeline for resolution provided.

As such, our networking team promptly applied a networking policy to re-route traffic in this region through another transit provider. No further reports have been received by the Telnyx NOC team since then and after US Business hours on 26th July 2023.

This status page will remain in a monitoring state as our networking team continue to monitor traffic statistics and until such a time that confirmation is received that congestion in this region is resolved.

The issue has been identified as caused by a network congestion with AT&T network. We are working on a solution.

We are currently investigating this issue.