Outage in Calix
CI-26-33: Product Degradation: Calix Service Cloud (CSC)>> Subscriber Management
Resolved MajorIncident Report
Summary AI Generated
Calix Service Cloud experienced intermittent failures affecting subscriber equipment management workflows, where operations like swapping or associating devices would appear successful but the cloud state wouldn't update properly, resulting in stale attachments, duplicate ONTs, or 500 Internal Server Errors. BSP users were unable to successfully update subscriber equipment associations, blocking critical provisioning and service turn-up workflows across US operations for over 5 hours. The cloud team identified the root cause and planned to implement a fix, with systems stabilized and under active monitoring while the resolution was being prepared.
Status: Investigating
Start Time: 07:30 AM PST 06/02/26
Issue: We are investigating reports of Intermittent failures when updating subscriber equipment in Calix Service Cloud. Workflows such as swapping/associating systems may report success, but the cloud state does not reflect the change (e.g., prior system remains attached, new system shows “already attached,” or duplicate ONTs appear). Some provisioning actions may return a 500 Internal Server Error.
Product: Calix Service Cloud
Scope: US
Subs Impacted: Yes
Business Impact: BSP users may be unable to successfully update/attach subscriber equipment (e.g., RG/GS/ONT association) and may observe stale or inconsistent device attachment state in the cloud, blocking provisioning and turn-up workflows.
Workaround: None at this point of time.
Current Activity: Earlier this morning, we identified intermittent disruption affecting CSC services. Our teams are actively engaged and investigating.
Incident Manager: Abhishek Moundekar
Next Update: 12:00 PM PST
Components affected
Calix CSC APITrusted by 1,000+ teams
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IDENTIFIED
4 days ago - at 06/02/2026 07:42PM
Status: Identified
Start Time: 07:30 AM PST 06/02/26
Issue: We are investigating reports of Intermittent failures when updating subscriber equipment in Calix Service Cloud. Workflows such as swapping/associating systems may report success, but the cloud state does not reflect the change (e.g., prior system remains attached, new system shows “already attached,” or duplicate ONTs appear). Some provisioning actions may return a 500 Internal Server Error.
Product: Calix Service Cloud
Scope: US
Subs Impacted: Yes
Business Impact: BSP users may be unable to successfully update/attach subscriber equipment (e.g., RG/GS/ONT association) and may observe stale or inconsistent device attachment state in the cloud, blocking provisioning and turn-up workflows.
Workaround: None at this point of time.
Current Activity:
The Cloud team has identified the cause of the intermittent issue impacting CSC services and is planning to implement a fix later tonight. In the meantime, systems are stable, and teams are actively monitoring the environment to maintain stability and quickly respond to any recurrence. You may still experience brief service disruptions during this period.
If you continue to experience issues, please open a TAC case for assistance. We appreciate your patience as we work toward full resolution.
Incident Manager: Abhishek Moundekar
Next Update: 12:00 AM PST 5/3/2026
INVESTIGATING
4 days ago - at 06/02/2026 06:30PM
Status: Investigating
Start Time: 07:30 AM PST 06/02/26
Issue: We are investigating reports of Intermittent failures when updating subscriber equipment in Calix Service Cloud. Workflows such as swapping/associating systems may report success, but the cloud state does not reflect the change (e.g., prior system remains attached, new system shows “already attached,” or duplicate ONTs appear). Some provisioning actions may return a 500 Internal Server Error.
Product: Calix Service Cloud
Scope: US
Subs Impacted: Yes
Business Impact: BSP users may be unable to successfully update/attach subscriber equipment (e.g., RG/GS/ONT association) and may observe stale or inconsistent device attachment state in the cloud, blocking provisioning and turn-up workflows.
Workaround: None at this point of time.
Current Activity: Earlier this morning, we identified intermittent disruption affecting CSC services. Our teams are actively engaged and investigating.
Incident Manager: Abhishek Moundekar
Next Update: 12:00 PM PST
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