Active Incident

Updated a few seconds ago

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Locations

Intermittent Dead air / no audio on siptrunk.com - bcmoneOperational

Incident Status

Operational

Components

North American Voice & Messaging Carriers

Locations

siptrunk.com, nexvortex, flowroute


July 9, 2026 1:29PM EDT
July 9, 2026 5:29PM UTC
MONITORING

Update from bcmone / siptrunk.com our Development Engineering team informed me that they have implemented an additional internal change intended to alleviate the inbound and outbound audio issues that have been occurring. At this time, please retest and continue to monitor your calls to confirm that audio is now passing properly in both directions and that the issue has been resolved. If you continue to experience any problems, please provide new call examples and we will be happy to investigate further.

July 9, 2026 12:28PM EDT
July 9, 2026 4:28PM UTC
INVESTIGATING

We had a relatively quiet morning but we have had some new reports of inbound calling issues that point back to BCM one again. We have captured some examples and sent them back to their team for review.

July 9, 2026 9:23AM EDT
July 9, 2026 1:23PM UTC
RESOLVED

Closing incident

July 8, 2026 2:37PM EDT
July 8, 2026 6:37PM UTC
MONITORING

Latest from siptrunk.com / bcmone Thank you for your patience while we worked through this intermittent audio issue. The root cause was particularly challenging to identify because the affected calls were traversing multiple gateways, making it difficult to isolate a common factor. After gathering additional call examples from other customers and escalating the matter to our Development team, we determined that the issue originated within our network. An internal loop was causing audio traffic to consume an excessive number of ports, which resulted in the audio disruptions being reported. Our Development team implemented corrective changes at 1:30 PM EDT, and since those updates were made, customers have reported noticeable improvements in call audio quality. At this time, we ask that you continue to monitor and retest your services and let us know if you experience any further issues so we can confirm the matter has been fully resolved.

July 8, 2026 1:24PM EDT
July 8, 2026 5:24PM UTC
IDENTIFIED

Update from siptrunk.com Thank you for this information. I have further escalated the matter to our Development and Engineering teams, and they have advised that they are currently aware of internal issues that could potentially be impacting RTP audio traffic and preventing audio packets from passing correctly. Our teams are actively investigating the issue and reviewing whether the reported symptoms align with the behavior currently being observed internally. At this time, this appears to be the most likely area of focus based on the information available. We will continue to monitor the situation closely and coordinate with the appropriate teams. As soon as we receive additional findings or confirmation regarding the root cause and resolution, I will provide you with an update promptly. Thank you for your patience and cooperation while we work through this investigation.

July 8, 2026 11:08AM EDT
July 8, 2026 3:08PM UTC
IDENTIFIED

We have received several reports from accounts using calling plans on siptrunk.com / flowroute / nexvortex. This is a carrier side issue and we have escalated to our tier 3 escalation path with bcmone. We are found that specifically for siptrunk.com these settings changes provide some help Changing the gateways in use from gw1.siptrunk & gw2.siptrunk to gw4 and gw5 respectively Disabling the trunk setting Option "PBX delivers audio"

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