Ringotel Outage History

Started Oct 09, 2026, 10:30 PM UTC· resolved Oct 12, 2026, 09:50 PM UTC

1. investigating Oct 09, 2026, 10:30 PM UTC

   We are receiving complains that the users are unable to make or receive calls. Our team is on and we will report shortly.

2. investigating Oct 09, 2026, 11:07 PM UTC

   The issue should be resolved now. We will report back with more details after investigation.

3. resolved Oct 12, 2026, 09:50 PM UTC

   The incident has been fully resolved. Our team has identified the root cause of the problem affecting incoming and outgoing calls. A patch has been applied to prevent future occurrences. We apologise for any inconvenience caused and appreciate your patience and cooperation.

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Started Sep 28, 2026, 07:39 AM UTC· resolved Sep 28, 2026, 08:23 AM UTC

1. investigating Sep 28, 2026, 07:39 AM UTC

   A new Ringotel incident has been automatically created in the affected region (Canada). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. resolved Sep 28, 2026, 08:23 AM UTC

   We've installed an urgent update outside of maintenance hours to ensure the service runs smoothly. All systems are operational and there's been no impact on the service. Should you have any questions or concerns, please let us know by creating a ticket or contacting us at [email protected] Thank you, Ringotel Team

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Started Sep 02, 2026, 05:54 AM UTC· resolved Sep 03, 2026, 09:36 AM UTC

1. investigating Sep 02, 2026, 05:54 AM UTC

   A new Ringotel incident has been automatically created in the affected region (Cape Town (South Africa)). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. investigating Sep 02, 2026, 09:28 AM UTC

   Our team is investigating a brief outage in Cape Town region between 5:55 and 6:13 AM UTC. The server is fully operational and under extended monitoring. This issue is unrelated to the recent outage in other regions. An update will follow soon.

3. identified Sep 02, 2026, 08:22 PM UTC

   We have identified a situation that causes heap out-of-memory (OOM) error. Our team is working on a solution to ensure that such incidents won't occur in the future. We appreciate your cooperation and apologise for any inconveniences caused by this issue.

4. resolved Sep 03, 2026, 09:36 AM UTC

   The team has pinpointed the cause of the heap out-of-memory error and implemented a fix to prevent future occurrences. The affected region is now fully operational and no issues have been reported across the platform. Should you have any question or concerns please don't hesitate to reach out to our support team.

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Started Aug 31, 2026, 02:03 PM UTC· resolved Sep 01, 2026, 03:23 PM UTC

1. investigating Aug 31, 2026, 02:03 PM UTC

   A new Ringotel incident has been automatically created in the affected region (US West). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. monitoring Sep 01, 2026, 03:20 PM UTC

   We apologise for the delayed communication about this incident. The root cause has been identified and mitigation measures are in place. We’re now completing infrastructure updates across the regions and a post-mortem will follow shortly.

3. resolved Sep 01, 2026, 03:23 PM UTC

   This incident has been resolved.

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Started Aug 31, 2026, 12:44 PM UTC· resolved Sep 11, 2026, 03:06 PM UTC

1. investigating Aug 31, 2026, 12:44 PM UTC

   We received multiple reports of system outage in US East and London regions. We are currently investigating this issue and will report back as soon as possible.

2. monitoring Sep 01, 2026, 03:21 PM UTC

   We apologise for the delayed communication about this incident. The root cause has been identified and mitigation measures are in place. We’re now completing infrastructure updates across the regions and a post-mortem will follow shortly.

3. monitoring Sep 01, 2026, 05:42 PM UTC

   Dear Customers, We apologise both for yesterday's service disruption and for the delay in getting you a full update. We continue to monitor the situation and in the meantime would like to share the incident's report. Starting at approximately 11:30 AM UTC yesterday, malicious actors launched a coordinated attempt to gain unauthorised access to our SIP infrastructure. It began in the US East and US West regions and then spread to London, Dublin, Singapore, and a few on-premise regions. This caused intermittent call failures, degraded performance, and issues with connections and user visibility in the admin portal. Because the attack degraded service rather than knocking regions fully offline, our automatic failover never triggered. Our team manually failed affected regions over to secondary infrastructure. After switching to secondary infrastructure, some customers had trouble connecting because only our primary IP was whitelisted on their PBX security appliance. The incident was largely resolved by 2:30 PM UTC, though full resolution in a few remaining regions wasn't reached until around 3:00 AM UTC on September 1st. As a result of this attack, no customer data was accessed, and no unauthorised calls were made. We have implemented additional security measures to our SIP-layer to minimise the impact of similar attacks. We'll also improve our response speed during an active incident. Moving forward, please confirm both Ringotel IPs are whitelisted on your PBX security appliance for the region(s) where your Ringotel organisations are created. Check our help center for the current IP addresses by region: https://help.ringotel.com/en/articles/11190222-configure-firewall-to-work-with-ringotel Thank you for your patience, and please reach out to us with any questions.

4. resolved Sep 11, 2026, 03:06 PM UTC

   This incident has been resolved.

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Started Aug 26, 2026, 03:13 PM UTC· resolved Aug 26, 2026, 09:40 PM UTC

1. investigating Aug 26, 2026, 03:13 PM UTC

   A new Ringotel incident has been automatically created in the affected region (India). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. monitoring Aug 26, 2026, 04:18 PM UTC

   The incident has been resolved. Our team is monitoring the status and will provide an update shortly.

3. resolved Aug 26, 2026, 09:40 PM UTC

   This incident has been resolved and connectivity is fully restored. The problem was caused by an increase in error rates within a system component which resulted in a heap out-of-memory (OOM) error. This caused a temporary service interruption for organisations hosted in the India region. Our team is working on a solution to ensure that such incidents won't occur in the future. We appreciate your cooperation and apologise for any inconveniences caused by this issue.

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Started Jul 10, 2026, 09:54 AM UTC· resolved Jul 10, 2026, 10:56 AM UTC

1. investigating Jul 10, 2026, 09:54 AM UTC

   Our team is investigating a problem reported by multiple users who can't retrieve their login credentials through the secure link.

2. resolved Jul 10, 2026, 10:56 AM UTC

   The issue has been resolved. The credentials link works as expected now. We apologise for any inconvenience caused.

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Started Jun 17, 2026, 02:47 PM UTC· resolved Jun 18, 2026, 10:35 AM UTC

1. investigating Jun 17, 2026, 02:47 PM UTC

   We have multiple reports from users who have lost an ability to send SMS to external numbers. They are missing the text field to write a message. Our team is investigating this now and will provide an update shortly. Thank you for your patience in the meantime.

2. monitoring Jun 17, 2026, 03:14 PM UTC

   The issue has been resolved. Please advise affected users to log out and log back into the app again. We're continue monitoring the results.

3. resolved Jun 18, 2026, 10:35 AM UTC

   Our team has completed the investigation. We have concluded that a bug was introduced in the latest backend update, which caused some users to experience the issue where they lose the ability to send text messages, specifically SMS. A review of internal processes will be performed to avoid such issues in the future. We appreciate your patience and cooperation during the investigation. Should you have any questions or concerns, please don't hesitate to contact our support team.

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Started May 24, 2026, 09:29 AM UTC· resolved May 27, 2026, 02:25 PM UTC

1. investigating May 24, 2026, 09:29 AM UTC

   A new Ringotel incident has been automatically created in the affected region (Sao Paulo (South America)). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. identified May 24, 2026, 11:33 AM UTC

   Update on the service interruption in the South America (São Paulo) region: The issue arose from excessive physical memory usage. Our team is investigating the cause and will take the necessary action.

3. resolved May 27, 2026, 02:25 PM UTC

   The team has implemented a solution to address performance degradation caused by importing a large amount of data into the system at once. To the best of our knowledge, none of our existing customers were affected. However if you’ve experienced any issues with organisations in the South America (São Paulo) region please contact our support team for further clarification. Thank you for your cooperation and support!

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Started Nov 14, 2025, 07:34 PM UTC· resolved Nov 14, 2025, 08:00 PM UTC

1. investigating Nov 14, 2025, 07:34 PM UTC

   A new Ringotel incident has been automatically created in the affected region (US East). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. resolved Nov 14, 2025, 08:00 PM UTC

   The issue has been resolved and the system is back online. We apologies for any inconvenience caused by this issue. Please reach out to [email protected] if you need any further assistance.

3. postmortem Nov 15, 2025, 09:10 PM UTC

   On November 14, 2025, from 19:34 UTC to 20:00 UTC \(a total of 26 minutes\), services in the US East region experienced a critical outage. Users in the region were not able to use app's main features, such as making or receiving calls, messages, etc. The Ringotel admin panel showed "Too many connections" error. The root cause was a surge in read operations, which exhausted the connection pool of the production database, leading to a cascading failure. The issue was resolved by performing an emergency upgrade of the database infrastructure. Additional monitoring and alert policies have been implemented to ensure early detection of such surges in the future. We apologize for the inconvenience caused by this issue. If you need further assistance, please feel free to contact [[email protected]](mailto:[email protected]) Thank you for your understanding and support.

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Started Jul 08, 2025, 04:48 PM UTC· resolved Jul 20, 2025, 03:28 PM UTC

1. investigating Jul 08, 2025, 04:48 PM UTC

   A new Ringotel incident has been automatically created in the affected region (India). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. resolved Jul 20, 2025, 03:28 PM UTC

   The incident was triggered by the unusual behavior of the garbage collector, leading to a heap out of memory error. In response, our team has implemented changes and activated extended logging to closely monitor the situation.

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Started Jun 21, 2025, 02:16 PM UTC· resolved Jun 24, 2025, 06:16 PM UTC

1. investigating Jun 21, 2025, 02:16 PM UTC

   A new Ringotel incident has been automatically created in the affected region (US West). Our team has been notified and will review it immediately. If you have any questions, please contact us at [email protected] or use the online chat / create a ticket. We appreciate your patience in the meantime.

2. identified Jun 22, 2025, 10:32 AM UTC

   The issue has been identified and a fix is ​​being implemented.

3. resolved Jun 24, 2025, 06:16 PM UTC

   The issue that occurred between June 21, 2025, 14:16 UTC and June 21, 2025, 14:26 UTC in the US West region has been fully resolved. We apologize for the number of outages that have occurred over the past few weeks. Our team has made improvements since then and we do not anticipate any further issues. If you have any questions or concerns, please feel free to contact us at [email protected]. Thank you for your continued support!

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Started Apr 24, 2025, 10:57 PM UTC· resolved Apr 25, 2025, 09:49 PM UTC

1. investigating Apr 24, 2025, 10:57 PM UTC

   We are currently experiencing an outage on the Australian region. Our team is working on it. We apologise for any inconvenience caused in the meantime.

2. monitoring Apr 24, 2025, 11:40 PM UTC

   The normal operation of the service has been restored. Our team continue monitoring to ensure that the issue is resolved completely. We will provide further report soon.

3. resolved Apr 25, 2025, 09:49 PM UTC

   The incident has been fully resolved. The outage was caused by increased memory consumption resulting from an error in the system logging. We apologies for any inconvenience caused by this outage. Should you need assistance, please contact us at [email protected]

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Started Jan 23, 2025, 04:50 AM UTC· resolved Jan 23, 2025, 10:14 AM UTC

1. investigating Jan 23, 2025, 04:50 AM UTC

   We are currently investigating the issue. We appreciate your patience and will get back to you asap.

2. investigating Jan 23, 2025, 05:07 AM UTC

   The service has been restored. Our team is continuing to investigate the root cause.

3. resolved Jan 23, 2025, 10:14 AM UTC

   The issue with the service has been fully resolved in the Australian region, and all systems are now operating normally. The outage, which began at 04:13 UTC and was resolved at 05:00 UTC, was caused by an internal network configuration error that prevented a specific service on the virtual machine from operating correctly. We understand how frustrating this outage was, especially for those of you who were unable to access your accounts or properly use your apps. We sincerely apologize for the disruption this caused to your work. To prevent this from happening again, the team is reviewing adherence to best practices and improving internal testing procedures.

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