Packet Loss Causing Dropped Calls and Call Quality Issues in Multiple Regions

Incident Report for Twilio

Resolved

Upon further investigation, we confirmed that the elevated packet loss issue between 7:52AM and 8:46AM PT on April 9th did not impact Programmable Chat. The issue causing call drops and latencies impacting PSTN and Conference calls has been resolved.

Posted Apr 09, 2021 - 10:16 PDT

Monitoring

Voice Calls and Chat are now operating normally. We will continue to monitor for system stability. We'll provide another update in 1 hour or as soon as more information becomes available.

Posted Apr 09, 2021 - 09:16 PDT

Update

We are continuing our investigation and have discovered Programmable Chat is affected by the packet loss issue as well. Customers may experience timeouts with chats. We are actively investigating and will provide another update within an hour or as soon as we have more information.

Posted Apr 09, 2021 - 09:09 PDT

Update

Starting at 7:52am PST, Twilio monitoring systems started detecting packet loss which caused dropped calls and call quality issues in multiple regions. We continue to actively investigate into this issue and expect to provide another update in 1 hour or as soon as we have more information.

Posted Apr 09, 2021 - 08:46 PDT

Investigating

Our monitoring systems have detected a potential issue with our Voice Product. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Apr 09, 2021 - 08:21 PDT

This incident affected: PROGRAMMABLE VOICE (PSTN, Conference) and PROGRAMMABLE CHAT.