Scheduled maintenance
Twilio Services
Issues related to Twilio’s Software
External Connectivity
Issues found outside of Twilio’s Network
System Metrics
Issues reaching Twilio North American Toll-Free Numbers for calls originated from Canadian phone numbers
Incident
Report for Twilio
Resolved
This incident has been resolved.
Monitoring
The upstream carrier has replaced the faulty circuit and the connectivity of calls through Bell Canada network has been restored. We are continuing to monitor the situation.
Update
The upstream carrier is continuing to work on correcting the faulty circuit. They have performed further investigation, and now report that the scope of the incident is limited to calls routed via the Bell Canada network. This includes calls originated on the Bell network, or calls that use the Bell network to route to Twilio (for example, Rogers). Calls originating in Canada routing through other carriers (for example, Telus and Virgin Mobile Canada) will connect successfully.
Update
The upstream carrier has identified a faulty circuit in their network and is working to resolve. This circuit carries all traffic from Canadian carriers to a portion of Twilio’s North American toll-free numbers. Calls passing through this circuit will fail, meaning callers will hear a fast busy signal, and the call will not complete. We will provide another update as soon as more information is available.
Identified
An upstream carrier has identified an issue in their network that is causing the increase in dropped calls and is investigating a solution. The issue continues to impact a subset of calls originating from Canada to some Twilio North American toll-free numbers. We are working with the upstream carrier(s) to identify the root cause and resolve the issue, as well as to quantify the exact scope of the issue.
Investigating
Twilio is investigating an increase in dropped calls to Twilio North American toll-free numbers for calls originating from phone numbers in Canada. Calls from other regions are not impacted.
This incident affected: PROGRAMMABLE VOICE (PSTN).