Intermittent Dropped Connections for West Coast Customers

Following our last update, continued monitoring has confirmed that all services have remained stable.

A final root cause analysis confirmed the issue was external to Voxtelesys. The source was a network event within Arelion (AS1299). While our IP transit partner, Lumen, took immediate steps to reroute traffic and mitigate the impact, the full resolution was implemented by Arelion’s engineers who corrected the routing on their network. This final corrective action was facilitated by engagement from their direct customers, such as the local ISPs of those who were impacted.

Our network engineering team, in collaboration with upstream transit providers has determined the root cause was external to the Voxtelesys network and our direct providers. The issue stemmed from a transit provider utilized by some affected customers' ISPs, which has now implemented the necessary routing change on their end. Our internal tests show positive results, and connectivity has stabilized. Our team will continue to actively monitor the network to ensure full service restoration and stability for all impacted customers.

Please do not hesitate to contact support via ticket if you have questions or concerns. You can create a ticket on our portal: https://portal.voxtelesys.net/support-tickets

We have received reports of intermittent dropped connections for customers in/around the West Coast. Voxtelesys network engineering is actively investigating the issue, with all available resources dedicated to identifying the scope and resolving the impairment to the network as quickly as possible. Please note this impacts certain customer whose ISP is using the handoff exchange that is dropping the packets.

Our leadership team is fully engaged, with all network events automatically brought to their attention. We recognize the critical importance of reliable communication, and restoring full service is our top priority.