Call drops in São Paulo sip zone

This incident has been resolved.

Impacts to the São Paulo SIP zone are recovered. We will continue to monitor for any further issues.

Our engineers continue to work to resolve the issue affecting our São Paulo SIP Zone. We will provide updates as we have them.

In addition to hardware clients that do not support failover, singly connected BYOC customers will also be impacted.

If you are a BYOC (Bring Your Own Carrier) customer, please ensure that your Session Border Controller (SBC) is configured with alternate routing to the Sao Paulo (SP) and Mexico (QR) data center in addition to the Sao Paulo datacenter (SP).

Connectivity to the Sao Paulo datacenter (SP) is blocked, which will force calls from the Session Border Controller (SBC) to failover to the Mexico (QR) data center.

We will continue to provide updates as we have them.

We have identified the issue impacting customers and have moved customers to backup sip zone. A subset of customers whose hardware devices do not support failover remain down. We are working to restore these and will update our progress as we have updates.

We are investigating failures in our São Paulo SIP Zone, impacting calls that use this region. We will provide updates as we have them.