Resolved after 14 days, affecting Softswitch, on October 9, 2026.
Our upstream service provider implemented a change last night to help fix the audio issues from incoming mobile calls. Our initial testing has been successful with no audio quality issues observed. We are monitoring the situation and will advise when there are further updates. If you are still experiencing any issues with your call quality please contact out Helpdesk team via the details below. Thanks for your patience during the investigation and resolution of this issue. NZ 0800 835376 (TELESMART) [email protected] AU 1800 316620 [email protected]
Affected components
Update timeline
- investigating Oct 09, 2026, 03:26 AM UTC
An issue with intermittent poor audio quality on some inbound calls has been identified. Affected calls can have distorted, degraded or broken audio. Outbound calls made afterwards to the same party are normally not affected. Our checks show a strong link between the problem, and calls that originate on an external network provider. We have reported the problem to our upstream voice carrier. We are working with them to find where the audio degradation originates. To get latest system status updates, subscribe at status.telesmart.co.nz. If you are experiencing this problem, please contact the Telesmart HelpDesk specifying: The caller number The number called The exact date and time of the call A description of the audio problem, if possible Need support? Contact our HelpDesk NZ 0800 835376 (TELESMART) [email protected] AU 1800 316620 [email protected]
- monitoring Oct 12, 2026, 10:47 PM UTC
Our upstream service provider implemented a change last night to help fix the audio issues from incoming mobile calls. Our initial testing has been successful with no audio quality issues observed. We are monitoring the situation and will advise when there are further updates. If you are still experiencing any issues with your call quality please contact out Helpdesk team via the details below. Thanks for your patience during the investigation and resolution of this issue. NZ 0800 835376 (TELESMART) [email protected] AU 1800 316620 [email protected]
- resolved Oct 23, 2026, 03:35 AM UTC
This issue is resolved with no further incidents discovered during monitoring.
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