Service Status

28th May 2026 - Customer Voice Services Issues

20:00

PXC have confirmed that traffic has been re-routed to alternative infrastructure, and we expect to see service restoration continue throughout the evening.
 
We will continue to monitor the situation closely overnight and provide another update by 09:00 on Friday 29th May 2026. 

19:00

We are currently experiencing an issue impacting customer voice services, resulting in degraded availability across multiple regions.

Customers may experience disruption to landline services, including engaged tones across MPF and FTTC, and we are seeing increased contact volumes.

A technical bridge is in progress with Voice Application, Hosting and Network System teams. The issue has been escalated to our voice platform supplier, with data centre teams engaged. 
 
Early investigations indicate a potential loss of connectivity affecting a proportion of platform servers, and an engineer has been dispatched to site as a precaution.

Investigations and recovery actions are ongoing across all parties to restore full service as quickly as possible.

Further updates will be provided as more information becomes available.

14th April 2026 - RESOLVED

15.33 Resolved: Our Main Phone Number 0344 770 6000 is now available as normal. 

Earlier today it was temporarily unavailable and an alternative number was made available 

Leased Line Outage - 14:30 | 05/03/2026

Engineers have completed actions to recover the impacted services, and the issues have now been resolved.

Services are still being monitored to ensure sustained stability, and we will provide further information if required.

Thank you for you patience and understanding.

Leased Line Outage - 12:30 | 05/03/2026

The supplier has confirmed that the issue was caused by two network nodes, which have now been rebooted. Some customer services have started to recover; however, they have advised that this action will not resolve all outstanding faults.
 
Engineers are continuing to investigate and are working toward a full resolution.

The next update will be provided at 14:30, or sooner if further information becomes available.

Leased Line Outage - 11:00 | 05/03/2026
 
We are aware of an issue affecting one of our supplier’s network infrastructures, which includes four switches currently experiencing a wider outage. The supplier has advised that more than 635 circuits across their estate are impacted; however, we do not yet have visibility on which of these relate specifically to our customers.
 
At this time, we have only received a small number of disruption reports from our customer base.
Our teams are actively working with the supplier to investigate and restore service as quickly as possible. We will provide further updates as soon as more information becomes available.
 
Thank you for your patience and understanding.

Chess Cloud Voice  - 13/01/2026 - RESOLVED

13.45: Our engineers have confirmed that the issue has been identified and fixed.  All services are running as normal. An RFO will be available on request.

12.30: Engineers have restarted key network components and the Cloud Voice Administration Portal is now accessible, though performance remains degraded. Cloud Voice telephony remains unaffected. Next update at 14.30.

11.20: Engineers are continuing to investigate issues with Cloud Voice Administration Portal. Cloud Voice telephony remains unaffected. Next update at 12.30.

10.30: We are aware of an issue affecting login to Cloud Voice Portal. Our engineers are investigating and we will update again at 11.30. Please refresh the page to check for new updates. 

Thursday 30th October 2025 - Resolved

On 29 October between 15:45 and 00:05 GMT, Microsoft experienced a global service disruption caused by an internal system error affecting its content delivery network. This led to delays and errors across services including Azure, Microsoft 365, and various security tools. 
 
Microsoft acted quickly to halt further changes, restore stable settings, and begin recovery, with most services returning to normal by midnight.

Wednesday 29th October 2025

17.45: We're aware of a global Microsoft outage which is impacting multiple third party services. Microsoft is working on a roll back procedure. We will monitor the situation overnight. Updates can be followed in the mainstream media. 

A further update will be provided at 08:45 tomorrow morning. 

29th October 2025 - Resolved

We are aware of an issue affecting access to our Customer Portal. We are investigating the cause as a matter of urgency.

If you need to get in touch to log a ticket, please email [email protected] with any queries.

Next update: RESOLVED

Monday 27th October 2025

12 noon Following our previous update, internal and external testing confirms that both the Horizon and Horizon Contact GUI performance has returned to BAU levels. We thank you for your patience during this incident. This notice will close at 14:00.

11am We’re aware of issues impacting logins to both the Horizon and Horizon Contact portals.

Engineers are actively investigating the issue as a priority. A further update will be provided by 12:00 or sooner should more information become available. 

Wednesday 22nd October 2025 Following our previous update, internal and external testing confirms that both the Horizon and Horizon Contact GUI performance has returned to BAU levels. We thank you for your patience during this incident. This notice will close at 16:30

Following Gamma's previous update, engineers have implemented a tactical fix they hope will resolve the issue with login attempts to the Horizon and Horizon Contact GUI. Gamma is now monitoring the portal performance post-change. A further update will be provided by 14:30, or sooner should more information become available.

Access to the Gamma Horizon admin portal is currently unavailable. Engineers are investigating the issue as a priority. This outage is impacting administrative access, customer support operations, and the ability to place or modify call diverts. The next update is expected by 13:30, or sooner if further information becomes available.

Final Update – UK-Wide Network Outage Resolved

The recent connectivity issue affecting broadband, 4G, and 5G services was caused by a non-malicious software fault with one of our supplier partners. This has now been fully resolved, and services have returned to normal.

We sincerely apologise for any inconvenience this may have caused and appreciate your patience while we worked to restore connectivity.

If you would like an RFO please email [email protected]

This incident is now closed.

10am on Tuesday 14th October 2025

We’re aware that some customers experienced connectivity issues due to a major UK-wide network outage impacting mobile data and broadband services. Our teams have been closely monitoring the situation.

We believe the issue has now been resolved, with services beginning to recover around 21:00 on Monday, 13 October 2025. We will continue to monitor for any further reports, and if none are received, we plan to formally close the incident at approximately 16:30 today.

Monday 13th October 2025 

We’re aware that some of our customers are currently experiencing connectivity issues due to a major UK-wide network outage affecting mobile data and broadband services. We’re monitoring the situation closely and will provide updates as they become available. 

BT Wholesale Portal – Intermittent Access Issues

96% of affected services have been successfully recovered and they are actively working to restore the remaining 4%.

We will provide our next update by 9:30 on 10/10/2025.

BT Wholesale Portal – Intermittent Access Issues

We have identified the root cause of the intermittent Connectivity issues on BTWholesale.com. and are actively working on implementing a fix.
 
We understand the impact this may be having and want to assure you that resolving this is our top priority.
 
We will provide our next update by 16:00 on 09/10/2025

BT Wholesale Portal – Intermittent Access Issues

We are continuing to investigate the intermittent Connectivity issues on BTWholesale.com and have escalated the issue to our technical support teams for deeper analysis.
 
We apologise for the inconvenience and appreciate your patience as we work to resolve this.
 
Our next update will be shared by 14:00 on 09/10/2025, or sooner if new information becomes available.

BT Wholesale Portal – Intermittent Access Issues
We’re currently aware of intermittent access issues affecting the BT Wholesale portal. BT is treating this with high priority and is actively investigating to identify and resolve the root cause as quickly as possible.
We expect to receive an update by 12:00, or sooner if further information becomes available.

3rd September 2025

12 noon. We’ve been made aware of a supplier outage affecting our ability to create or update telephony services for some of our customers.

Calls appear to be routing as normal, however, there may be a delay in processing any customer request for changes to services.

Cloudya Apps and Administration Portal - RESOLVED -  Send an email to [email protected] to request an RFO.

Wednesday 4th September 

13.15: Engineers have fixed the call delay issue and the service is operating as normal. 

11.15: Operations remain stable, but some customers are reporting a delay when dialling out. You may experience up to 30 seconds of silence before hearing a ringtone.

09.00: Operations are stable and the issue with Neorecording has also been resolved. 

Tuesday 3rd September

16.00: Operations are stable but there is still some partial disruption to recording and we are continuing to work on this. 

11.45: Our technical teams have tracked down the root cause and operations are now stable. We will continue monitoring throughout the day. 

08.45: Our technical teams were able to make further progress overnight, but isolated issues may still arise. However, we are closely monitoring the systems as work continues. We will provide further updates as new information becomes available.

Monday 2nd September  

17.00: Our technical team are continuing to work to resolve remaining issues.

15.00: Some customers are reporting a return to service but this is sporadic and not all customers can access all features. Our technical team are continuing to work to resolve remaining issues.

13.15: Although our technical team has managed to restore many services, limitations and sporadic issues still exist. Our technical team continues to work continuously to resolve any remaining issues. 

12.45: Our team has made progress in investigating and addressing the technical issues. We are confident that we are getting closer to restoring full service. We remain committed and focused on implementing a stable solution as quickly as possible. Thank you for your patience.

10.50: Our technical team is still diligently working to resolve the ongoing issue. While we are making progress, the situation remains under active investigation, and our efforts are focused on restoring full service as soon as possible. We apologise for any inconvenience this may cause and appreciate your continued patience. We will provide another update shortly as we continue to work towards a resolution. Thank you for your understanding.

09.45: Technical teams are continuing to investigate the issue.

09.00: We are experiencing issues in the internal traffic between our data centres. This is impacting both inbound and outbound traffic affecting Cloudya Apps and Administration Portals. Both may be experiencing login issues and re-login attempts are not working. Technical teams are investigating the issue and working to resolve as quickly as possible.

27 August 2025 - OUTAGE RESOLVED

13.30: The root cause of the issue has been resolved. We will continue to monitor for the next hour and if no further issues are identified, the outage will be closed. We apologise for the inconvenience caused. If you would like a reason for outage (RFO) report, please email [email protected].

12.30: Engineers are currently working on stabilising affected services.  

11.00: We are aware of an outage affecting Chess Cloud PBX services, including telephony and contact centre functionality. Engineering teams are actively investigating the issue as a priority to identify the root cause.

Connectivity Issue - RESOLVED - Send an email to [email protected] to request an RFO.

13th August at 09:00

Power has been restored to the Data Centre. All servers appear to be up and running. We have had confirmation from customers that they are seeing a return to service but we are calling our enterprise customers impacted to confirm. Any faults identified will follow our usual fault logging process.

12th August at 17.15 

Engineers have identified the root cause of the issue and are systematically restarting assets in staged groups to fully recover services  

We will continue to monitor overnight and provide a further update at 09.00 on Tuesday 13th August.

25 July 2025 - 9:45am

Despite chasing EE for an update, we have yet to receive a formal response and anticipate it may be some time before we do. 
 
We kept the outage window open for a couple of hours this morning to ensure our customers were no longer affected. 
 
Based on the feedback we've received, we believe the issue is now resolved and have therefore decided to close the outage. Should any new information become available, we will provide an update in due course.
 
If you require any further support, please don't hesitate to contact our service desk. 

25 July 2025 - 8:30am

We believe service has now been restored. If you're still experiencing issues on a mobile device, please restart it and try again. For any other problems, please log a ticket with our Service Desk.
We’ll continue to monitor the situation closely until 09:30.

24 July 2025 - 5pm

The issues with EE/BT infrastructure remain unresolved, and we are monitoring the situation. 

We will aim to provide you with another update at 9am 25 July 2025.

24 July 2025 - 4pm

The issues with EE/BT infrastructure remain unresolved, and we are closely monitoring the situation. Vodafone and O2 have confirmed that their networks are operating normally. However, they may encounter difficulties when connecting calls to EE numbers.

We will aim to provide you with another update by 5pm or as soon as new information becomes available to us.

24 July 2025 - 3pm

We’ve received an update that EE is still investigating a priority (P1) incident on their network. We are aware that this is also impacting other networks from making outbound calls to EE numbers, and have been assured that EE is actively working to resolve the issue.

We will aim to provide you with another update by 4pm or as soon as new information becomes available to us.

23 July - 09:15

We are pleased to inform you that the issue has been resolved, and all affected systems are now fully operational.

We sincerely apologise for any inconvenience this may have caused and greatly appreciate your understanding and patience.

If you require a detailed outage report or encounter any further issues, please don't hesitate to raise a ticket with our support desk.

23 July - 08:45

Our team is actively investigating this issue and working to resolve it as soon as possible. Next update at 9:45.

08.30: We’re pleased to inform you that the issue has been successfully resolved, and all affected systems are now functioning normally. We sincerely apologise for any inconvenience this may have caused. If you require a Reason for Outage (RFO) report, please raise a support ticket, and we will aim to provide the report within 10 working days.

We are aware of a minor issue currently affecting call quality on Chess Cloud PBX. We have had some reports of audio-related disruptions, and the cause is actively being investigated as a priority.

At this time, all other services remain fully operational. We are closely monitoring the situation and will provide updates as soon as more information becomes available.

We appreciate your patience and understanding.

Service Impacted: Mobile Customers who connect Via O2 - Resolved - Send an email to [email protected] to request a Reason for Outage

Thursday 20th March 2025 

16:30 - O2 has confirmed the issue is now resolved. If you were affected, please reboot your device. For any ongoing issues or RFO requests, contact our Customer Service Desk or raise a ticket via the customer portal.

14.00 We believe the issue is now resolved, if you are still experiencing issues, please try rebooting your device.

12.30 O2 have confirmed there is a service outage affecting some users, O2 are currently working on resolving this issue as quickly as possible. If you are impacted, please contact our Customer Service Desk who can support you. 

12.00 We are aware of an issue affecting some mobile customers who connect via O2. We are working with our supplier to understand the impact and ensure this is resolved as quickly as possible. 

Service Impacted: Chess Cloud Voice Contact Centre - RESOLVED

Wednesday 20th November 

12.00 Following the changes made last night, performance has remained stable through this morning's peak traffic period. We are monitoring the position closely and will move this notice to close at 16:00 today if we see no further reports of issues.

09.45 Our engineers have completed further work overnight, and calls remain stable. Platform performance continues to improve. 

Tuesday 19th November

17.00  The platform remains stable but some features remain affected. Engineers will continue to work to resolve this. 

10.00  Calls are now being processed as normal, but customers may still see issues with real time dashboards and historic reporting. Our engineers are working on the platform to restore all features.

Monday 18th November

17.00 The platform is stable following recovery actions taken by our engineering team and performance is operating as normal. We will continue to monitor the platform overnight. 

14.00  After action taken this morning to alleviate the login issues on the platform we have seen users log back in without issue and we anticipate this will remain stable. We recognise the performance of the platform is slower than normal and this is actively under investigation. 

13.00 Our engineers continue to review the root cause of the problem. 

12.30: We have received a number of reports that users are unable to login to Chess Cloud Voice Contact Centre and/or have been logged out of the platform. Our engineers are engaged and investigating. A further update will be provided at 13:00

Service Impacted: Chess Cloud PBX - RESOLVED

12.30: The issue affecting inbound & outbound calls has now been resolved. We apologise for any inconvenience caused. 

We will continue to monitor closely throughout the remainder of the day. If you would like an outage report, please send us an email or raise a ticket on the Customer Portal. 

11.45:  We're still experiencing issues on inbound and outbound calls. Engineers are working to identify the root cause and restore services promptly.

10.30: We are aware of an issue affecting Chess Cloud PBX, impacting both inbound and outbound calls. Our engineers are working to resolve this as quickly as possible. 

Service Impacted:
Chess Cloud Voice RESOLVED - Send an email to [email protected] to request a Reason for Outage.

20th September at 15:00

We have continued to see successful traffic across Chess Cloud Voice throughout the afternoon. If you would like a root cause analysis report, please email [email protected]. 

We apologise for any inconvenience this may have caused. 

20th September at 13:30

Following our previous update, we have continued to observe successful traffic across the network. We will continue to monitor the traffic for the next couple of hours and if we receive no further report we will close this notice at 3pm.

20th September at 11:30

Our engineering team have identified the route cause of the issue affecting calls across the Chess Cloud Voice product, and have completed a reroute within the network. 
 
We have now started to see successful traffic across Chess Cloud Voice and will continue to monitor over the next couple of hours. 
 
We apologise for any inconvenience this may have caused. 

20th September at 11:00

We are currently aware of an issue effecting calls across our Chess Cloud Voice products. This is currently being investigated and we will provide a further update by 11:30. Apologies for the inconvenience this may be causing.