[INC-1106] Elevated Latency for a Subset of Origin Fetch Traffic in Ashburn, VA (WDC)

The third-party CDN provider has completed the remediation for the routing issue. We have confirmed through our observations and log data that traffic continues to route as expected, with origin fetch traffic operating normally and latency within expected ranges.
The service has remained stable throughout the monitoring period, and the incident is now considered resolved.
We appreciate your patience and understanding while we worked with our third-party provider to resolve this issue.

The third-party CDN provider has implemented a fix to address the routing issue. Based on our current observations and log data, traffic is routing as expected, and origin fetch traffic is operating normally, with latency levels within expected ranges.
We are continuing to closely monitor the service to ensure routing remains stable and customer traffic continues to operate normally.

We are currently seeing an unexpected delay from the third-party CDN provider, and there is a possibility that the timeline for the complete remediation may be extended. We continue to actively engage with and push the provider while they work on the permanent fix.
In the meantime, if any customer requires urgent assistance, a workaround can be implemented on a case-by-case basis for impacted websites. Further updates will be shared as more information becomes available.

We have confirmed a solution which mitigates the sub-optimal routing and can be implemented by request on a per-customer basis for impacted websites while we continue to await the permanent fix by the third-party CDN provider.

We have confirmed with the third-party CDN provider that they have begun to work on a configuration update which will correct the sub-optimal routing, with an ETA of up to 2 weeks before it is globally deployed. In the meantime, we continue to explore mitigation steps which we may be able to implement on a per-customer basis for impacted websites.

We are actively exploring potential mitigation options to address the sub-optimal routing and reduce the impact on affected origin fetch traffic. In parallel, we are working with the third-party provider to address the underlying geolocation issue. We will provide further updates as more information becomes available.

We have identified a condition where a subset of customer origin fetch traffic from our proxy servers in the WDC PoP is experiencing sub-optimal routing. In these cases, origin fetch is getting routed to specific third-party CDN networks in the APAC region instead of Eastern US, which is resulting in increased latency for origin fetch, and ultimately reduced performance in website access. While we are working with the third-party CDN on to correct their Geolocation routing information, we are exploring potential workarounds within our equipment to override the sub-optimal routing which is currently in place.

We will provide further updates as more information becomes available.