These works are completed. Customers who experience issues may contact our support teams as normal, after ensuring the below troubleshooting steps have been completed.
Customers should ensure that their phone device is configured to use the correct “SIP Server Address” or similarly named setting. The exact setting name depends on the device you are using. The correct setting to use for this service is “voice.[DOMAIN NAME]”, where [DOMAIN NAME] is replaced by the domain name of the business for which they receive their invoices from, for their digital voice service.
If your device is configured to connect to an “IP Address” instead of the name above, please replace that IP address with the above name.
Some customers may need to re-record custom audio greetings such as voicemails and auto-attendant options. We will endeavor to contact all affected customers that we can identify with this issue.
Ended
Updated
Update
These works have commenced now. Please review the original posting if you require additional information.
Began
Updated
Update
Reminder that these works are commencing in 15 minutes
Scheduled
Summary
These works have changed schedule, and will occur on the 28/11 instead of the 22/11 now.
At this time we will be making technical changes to our legacy Digital Voice service platform.
These changes may cause customers using legacy connection settings to be disconnected, and therefore unable to make or receive calls from the legacy Digital Voice service.
Legacy customers will be migrated to our new modern Digital Voice service.
Please see the Customer Impact section for ways to remediate this risk in advance.
Notice Period
Start: Wednesday 28th November, 5 PM
End: Wednesday 28th November, 11.30 PM
Service Impact
Digital Voice services for customers using our legacy platform may be unable to register their phones, to make or receive calls during this time period, until they update their devices to use the correct published settings.
Customer Impact
Digital Voice services for customers using our legacy platform may be unable to register their phones, to make or receive calls during this time period, until they update their devices to use the correct published settings. Customers already using these settings will experience minimal or no impact to their service.
Customers should ensure that their phone device is configured to use the correct “SIP Server Address” or similarly named setting. The exact setting name depends on the device you are using. The correct setting to use for this service is “voice.[DOMAIN NAME]”, where [DOMAIN NAME] is replaced by the domain name of the business for which they receive their invoices from, for their digital voice service.
If your device is configured to connect to an “IP Address” instead of the name above, please replace that IP address with the above name.
Customers with legacy services using recorded voice messages, such as voicemail greetings, may need to re-record those greetings via their phone device after this notice period ends.