bandwidth.com outage

by nc on October 24, 2007 · 14 comments

Bandwidth.com had an outage last night, from around 4:10pm central to around 6:30 central. It affected all of their SIP trunks. Interesting! Apparently, it was attributed to a Level3 outage, but it doesn’t appear that other VoIP trunks with other L3 resellers went down. We’ll see…

{ 14 comments… read them below or add one }

Jason Houts October 24, 2007 at 2:30 pm

Agreed, very interesting. We are one of the bandwidth.com customers that experienced the service interruption…we have been told that the “cause of the disruption is known”, but no details as to what that cause was.

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nc October 24, 2007 at 2:33 pm

All I can say is I hope that they can show how the issue was fixed. At least this is the first outage I’ve had with them, it was reasonably close to end-of-business, it was short, and it was well-communicated.. but still.

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nc October 25, 2007 at 5:56 pm

Oddly, I’m not seeing anyone else who blogged on this topic, or any news articles about it. Sigh!

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ef December 11, 2007 at 1:46 pm

We are in nYC and didn’t suffer thriugh that outage. We are living through an outage today (12/11). It started around noon and it’s 2:45PM.We received an email that they have identified the source of the outage. But we’re still down!!

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nc December 11, 2007 at 1:55 pm

Sorry to hear that. ;( We’re still up in Minneapolis.

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Jeff Greene June 25, 2010 at 9:07 am

We are on the east coast of NC, all communications are down; Not even the Bandwidth 800 number is up. Saying “number disconnected”. Heaven help us!!

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Kelson Colbo June 25, 2010 at 9:09 am

We are currently experiencing our second bandwidth.com outage this week. The Bandwidth.com customer service numbers are also down.

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nc June 25, 2010 at 10:28 am

Indeed. There was an outage earlier this week (~10-15m), and then another one this AM. Their twitter account confirms, as does their customer service.

Really do need a root cause, especially since it repeated itself. ;(

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Kelson Colbo June 25, 2010 at 11:03 am

Our inbound and outbound outage lasted approximately 90 minutes. We continue to have no inbound calling to our system and we are going on 120 minutes. Request for an explanation or an estimate of complete restoration of our service have not been provided.

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nc June 25, 2010 at 12:17 pm

Interesting.. do you have your system configured to accept calls from both their primary and secondary gateway? If so, I wouldn’t have expected you to lose outgoing for any significant period of time.

Hopefully you are up by now! All my calls have been on the primary gateway for awhile again, so I’d expect you to be good too..

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Kelson Colbo June 25, 2010 at 1:02 pm

I have always used the primary gateway. Per your suggestion I contacted themm regarding the secondary gateway and was informed that the secondary gateway was just “recently” able to handle both inbound and outbound, but the primary gateway was still having problems with inbound. I added the secondary and both inbound and outbound began working. Thanks for your last reply/suggestion. I hope they will be providing an explanation of what has happened this week. I have been a customer for 18 months, never had outages before.

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nc June 25, 2010 at 1:31 pm

Glad to hear you’re back up! I’ve always been under the impression that both primary and secondary gateways are configured to handle both in+out.. interesting that they told you otherwise.

I am also looking forward to an explanation; hopefully it will be publicly-scoped versus proprietary customer-eyes-only data. I’ve been a customer for over 3 years now; the original blog post that we are commented on right now was the only real outage I’ve had with them besides this one. If the issue had not recurred, I would not call this one ‘major’.. but since it repeated itself, gah! :)

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Chris Moody June 28, 2010 at 11:13 am

Nate,

Thanks for encouraging the discussion and I know that we’ve talked before about features, issues and other Bandwidth related things. :)

Unfortunately, at times issues do arise and we’re trying to approach this in several different ways.

We’ve started to use outlets like Twitter, Facebook, Uservoice and our blog to encourage a more open and engaging communication style. This does take time to fully implement and we will continue to improve. We are working internally to involve more departments and better communicate when we release new features, encounter problems and overcome any issues that do come up.

Most importantly, we appreciate feedback and discussion and use those conversations to help guide our actions. Thank you for your patience and for taking the time to share your expertise with others.

We will continue to do everything we can to improve our reliability, functionality, ease of use and effective communication to customers.

Thanks again Nate.

Best regards,
Chris Moody
Social Marketing Manager
Bandwidth.com & Phonebooth.com
cmoody@bandwidth.com

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nc June 28, 2010 at 8:46 pm

Very much appreciate the response Chris! Is there an ‘official’ place where outages are being posted yet, or is the best method still twitter / contacting customer care?

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