Service Status

This is the service status page. It will notify you of any known problems or disruptions being experienced within the Telecoms Cloud network.

Current Status: Services Operating Normally

Historical Status Information:

02/12/2016 10:10 – Customers using our fax services with fax number for whom KCOM / Affiniti is the range holder are experiencing an issue with faxes failing to be delivered into our network. Kcom are investigating this fault and we will provide an update as soon as we have one.

Note: Customers using a fax number for whom Telecoms Cloud Networks is the range holder are not affected by this issue.

29/11/2016 13:43 – The issue with outbound faxes has been resolved and faxes are now being processed in the usual timeframe.

29/11/2016 08:30 – Some customers may be experiencing a longer-than-usual delay in the processing of outbound faxes. Our engineers are aware of the issue and are working on a resolution.

05/10/2016 11:00 – The issue affecting calls has now been resolved.

05/10/2016 10:00 – There is currently a fault with our network provider which is causing intermittent call failures. This will impact voice calls, as well as fax transmissions. They have engineers looking into the issue at the moment, and an update is expected within the hour.

16/09/2016 15:00 – We are aware of an issue affecting the delivery of email notifications for faxes. Our engineers have been looking into this and identified an issue with a network provider. We are currently working with them to provide additional information in the hopes that they can resolve the problems they’re facing as soon as possible. In the meantime, faxes can still be retrieved by logging into your account.

05/08/2016 09:00 – The fault affecting our network provider yesterday has now been resolved and we can see that delayed faxes have already been caught up during the course of yesterday afternoon.

04/08/2016 16:30 – Our network provider are aware of a fault affecting their internal network, and have their engineers looking into the issue. They expect delays to subside within the hour.

04/08/2016 13:00 – There is currently a fault with our network provider which is causing delays in processing for inbound faxes, inbound call recordings, and voicemail recordings. We are liaising with them and will update as soon as there is information from our network provider.

21/07/2016 – We have noticed a recent uptick in reports of email notifications being incorrectly marked as spam or junk within customers email services / applications by providers such as Google, Microsoft Exchange, etc.

We strongly advise to:

1. Make sure that all intended notification recipients check their spam / junk folder to see if any notifications are there

2. If there are any stuck in the spam / junk folder, to mark them as not spam / junk

3. To add the email address to the contacts list / address book. For your convenience, our fax notifications come from the following addresses depending on which service you’re using with us:

faxes@telecomscloud.com
faxes@crosbyfax.co.uk
faxes@freefaxtoemail.net
faxes@free0844.net

PLEASE NOTE: These steps should be taken from each intended recipient’s mailbox.

We are currently monitoring our notification delivery systems, and there are no issues at present.

18/07/2016 – 09:45 – A fix has been applied and faxes are now being worked through, please bear with us as the backlog of faxes are seen to.

18/07/2016 – 09:00 – There is currently an issue affecting incoming and outgoing faxes. Our engineers are looking into the issue as a priority.

13/07/2016 – 09:35 – A fix has been applied and faxes are now being worked through, please bear with us as the backlog of faxes are seen to.

13/07/2016 – 09:00 – There is currently an issue affecting incoming and outgoing faxes. Our engineers are looking into the issue as a priority.

12/07/2016 – 13:00 – A fix has been applied and systems are being monitored. Fax notifications should be coming through to those affected as expected.

12/07/2016 – 12:00 – There is currently an issue affecting email notifications of faxes received, where duplicate fax notifications are sent through for any received faxes. This is being looked at by our engineers.

01/07/2016 – 10:40 – All systems are fully operational after a system error caused websites to fail to load and transit faxes through to customer accounts. There may be a slight delay as the backlog of faxes is worked through.

01/07/2016 – 09:00 – Some customers are experiencing issues accessing our web sites and receiving faxes. We are looking into this as a matter of priority.

27/06/2016 – 16:30 – A further fix has been applied by our network provider, and faxes are now being worked through. Please log into your account to view faxes waiting for you in your inbox. Email notifications are going through, but at a slower rate due to the way our email provider handles outgoing traffic.

27/06/2016 – 15:55 – We are liaising with our network provider as there is an ongoing fault within their system. We will update as soon as there is information available.

27/06/2016 – 15:30 – Our engineers are investigating issues with faxes not being received that is affecting some of our customers. This is being looked into as a matter of priority.

27/06/2016 – 13:10 – Our network provider have found the cause of the fault and have applied a fix. Our engineers are monitoring the systems as they process the backlog of faxes. Please bear with us as these are worked through.

27/06/2016 – 12:45 – During investigation we have found that there is a fault with our network provider that is affecting receiving of faxes, voicemail and call recordings. We are liaising with them to get this fault resolved as soon as possible.

27/06/2016 – 09:00 – There is currently an issue with some customers not receiving faxes. This is being investigated by our engineers as a matter of priority and will be resolved as soon as possible.

20/06/2016 – 13:00 – Issues with the access number for Record Your Call have now been resolved, and service is working as normal.

20/06/2016 – 11:00 – There is a known issue with the access number for Record Your Call, where callers are hearing a diagnostic message. This is being looked into as a matter of priority and will be resolved as soon as possible.

07/06/2016 09:30 – Due to planned maintenance there may be intermittent service disruption for up to 48 hours. Disruption will be kept to a minimum.

20/05/2016 09:45 – All systems are now operating as usual. Please bear with us while outgoing fax backlog is worked through.

20/05/2016 09:00 – An issue with our network provider overnight has caused a loss of service which is affecting Record Your Call, and outgoing faxes. Our engineers are investigating this as a high priority to resume service as soon as possible.

18/05/2016 12:45 – We have received word from our network provider that the fault with their systems has been resolved, and services are fully functional again. Due to the backlog that has mounted up, there may be a delay with faxes and recordings being available but these are being worked through currently.

18/05/2016 12:00 – During investigation we have found that there is a fault with our network provider that is affecting receiving of faxes, voicemail and call recordings. We are liaising with them to get this fault resolved as soon as possible.

18/05/2016 11:30 – We are aware of an issue that is affecting inbound faxes and email notifications. Our engineers are investigating this as a matter of priority and we shall update as soon as the issue is resolved.

10/05/2016 10:00 – The backlog of fax submissions were worked through during the course of yesterday afternoon, and our engineers will be monitoring the systems for stability.

09/05/2016 15:55 – We are aware of an issue that has caused a delay in sending faxes, this was affecting customers sending using our web portal as well as email and API submissions. A fix has been applied and our servers are currently processing the backlog of fax submissions.

10/03/2016 12:00 – Our engineers have isolated the cause of the problem which was affecting our fax services and voice services. A fix has been applied and pending fax submissions are being worked through by our processing systems. Our engineers will be monitoring for stability.

10/03/2016 09:10 – We are aware of an issue regarding fax submissions. Our engineers are looking into this as a matter of urgency.

16/02/2016 16:15 – Customers who were affected by the web portal outage for sending faxes should be able to send fine now. Our engineers are monitoring for stability.

16/02/2016 15:40 – We are aware of an issue some users are experiencing with sending faxes via our web portals. Engineers are working on a resolution and we will update once resolved. Fax submission by email is unaffected.

01/02/2016 14:30 – Connectivity issues with one of our Service Providers that were affecting fax sending and receiving, as well as email notifications, have been resolved. Our engineers will be monitoring for any stability issues.

01/02/2016 12:30 – We are aware of some connectivity issues with one of our Service Providers. This may affect fax sending and receiving, as well as email notifications for a variety of services. Engineers will continue to investigate this.

18/01/2016 17:26 – Services have come back online and seem to be stable. Our engineers are still monitoring connectivity.

18/01/2016 15:30 – Currently a number of our services are affected by an ongoing connectivity issue, these include Telecoms Cloud, Crosby Fax, Free Fax To Email, and Record Your Call. Systems affected include the main websites for these services, as well as accessing faxes via web portal and call recordings. All of our available engineers are working hard to resolve these connection issues to restore service as soon as possible. Please bear with us while fixes are being applied. Issues that were affecting fax submissions by email have been addressed, and the current send queue is being worked through by the servers and network providers.

18/01/2016 12:00 – Some users may be experiencing a delay in fax sending, and accessing our web services. Engineers are currently investigating this issue and further updates will be posted here.

18/11/2015 10:30 – Issue has now been resolved and all services are running as expected. Engineers will continue to monitor this over the coming days.

18/11/2015 10:30 – Some Customers may experience a delay in receiving faxes. Engineers have resolved the issue and are currently processing the backlog.

17/11/2015 16:29 – Our monitoring system has shown that the issue has subsided. Engineers will continue to monitor this over the coming days.

17/11/2015 15:34 – We are aware of some connectivity issues with one of our Service Providers. Engineers have looked into this issue and it seems as though it is not affecting any of our customers at present. Engineers will continue to investigate this.

08/09/2015 15:20  – Issue surrounding fax sending has been resolved. We are currently back processing a backlog of faxes and our engineers will monitor this issue over the coming days.

08/09/2015 14:20  – Some users may be experiencing a delay in fax sending. Engineers are currently investigating this issue and further updates will be posted here.

20/08/2015 13:10 – Issue affecting faxes being delayed has been resolved. Engineers will monitor this over the coming days.

20/08/2015 10:55 – Some users may be experiencing a delay in faxes being sent. Engineers have resolved the issue and we are currently back processing a back log of faxes.

13/07/2015 15:55 – Issue affecting customers ability to receive faxes and download call recordings has been resolved. Engineers will be monitoring this issue over the coming days

13/07/2015 14:20 – Some customers may have difficulties in receiving faxes and having call recordings added to their account. Our engineers are currently looking into this issue and any further information regarding this issue will be posted here.

28/04/2015 13:50 –  Issue affecting some customers ability to send faxes has been resolved. We are currently back processing the backlog of faxes.

28/04/2015 13:00 – Some customers may have difficulty in sending faxes. Engineers are currently on task to resolve this issue. Any further information regarding this issue will be posted here.

16/04/2015 13:30 – Issue affecting customers ability to load our websites has been resolved. Our engineers are currently investigating to find the root cause of the issue.

16/04/2015 11:00 – Customers may have difficulties loading our websites. Our engineers are aware of this and are currently investigating this issue and will resolve this matter as soon as possible. Any further information regarding this issue will be posted on here.

27/03/2015 10:00 – Issue surrounding a delay in sending faxes has been resolved. Our engineers will be keeping an eye on this over the coming days.

24/03/2015 14:25 – Customers may find a delay in their faxes sending. Engineers are aware of this and have resolved the issue behind the delay. We are currently back processing faxes.

23/03/2015 9:20 – Issue causing failure in sending faxes has been resolved, our engineers will be monitoring this service over the coming days.

20/03/2015 11:30 – Customers may find that fax sending is failing. Our engineers are currently investigating this issue and will resolve this matter as soon as possible. Further information will be added here once known.

17/03/2015 16:50 – Issue causing a delay in received faxes has been resolved, our engineers will be monitoring this closely over the coming days.

17/03/2015 15:40 – Some customers are experiencing delays in receiving faxes. Engineers are currently working to resolve this issue. This page will be updated once more is known

16/10/2014 09:27 – Some customers may experience connectivity issues accessing our websites and delivery of call recording and faxes may be delayed. Engineers are currently investigating and aim to resolve the issue as soon as possible.

03/09/2014 14:00 – Engineers are currently investigating customer reports of slow loading web pages.

11/04/2014 17:30 – We received confirmation from KCOM that the issues within their network were resolved at 14:51. All outstanding call statistics, call recording and fax files have now been processed and services are operating normally.

11/04/2014 13:02 – An on-going network issue within the KCOM network is causing the delivery of received faxes and call recordings to be delayed. No recordings or faxes will be lost. Our engineers are actively working on a resolution – we will update as soon as we have more information. Please accept our apologies for the inconvenience this has caused.

18/03/2014 13:20 – Yesterdays network issue has been resolved and everything is running as normal. Engineers are working to push the remaining delayed fax images and call recordings today.

17/03/2014 13:20 – An on-going network issue is causing the delivery of received faxes and call recordings to be delayed. No recordings or faxes will be lost. Our engineers are actively working on a resolution – we will update as soon as we have more information. Please accept our apologies for the inconvenience this has caused.

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If you are experiencing a problem not detailed on this page, please contact our Technical Support department for assistance using one of the following methods:

  • Check our knowledgebase online at http://kb.telecomscloud.com for information and answers to common queries
  • Submit a support ticket online at http://support.telecomscloud.com, selecting from the list the brand with which you are experiencing problems
  • Email a support request to support@telecomscloud.com stating which service you are using, and provide account details such as your username, email address and service number (if applicable)
  • Telephone our Technical Support department during office hours to speak to an engineer in person. Please refer to the Contact page on the individual brand web site for the appropriate support telephone number

Please DO NOT disclose your password to anyone else, including our Technical Support department. Telecoms Cloud and its staff will NEVER ask you to reveal your password over the phone or via email.