Resolved faults

• 22/07/2024 Problem with calls to and from mobile operators

  Update 17:00 – The problems are solved and calls are coming through again. If you’re still experiencing some issues, please contact us.

  We are experiencing an outage at our carrier. Some calls to and from mobile operators are not coming through. The problem is known to our supplier and a solution is being worked on.

  Status: Solved

  Cause: Known

  Impact: Some calls to and from mobile operators

  Duration: Monday July 22, 13:30 – 17:00

• 19/03/2023 Infra deploy error

  Because of issues with how our databases replicate information, changes in dial plans and users’ statuses are not processed correctly.

  The issues started at 18:20, and we quickly saw issues occur and know how to solve the problem. We expect to resolve them in under an hour. We are sorry for any inconvenience caused and are currently solving the issue.

  Status: Resolved

  Cause: Known

  Impact: All customers

  Duration: March 19, 18:20 – 19:23

• 02/11/2023 Webphone issues

  There were temporary issues with our Webphone due to carrying out a ‘half-capacity test’.

  Status: Resolved

  Cause: Temporary problems arose by carrying out a ‘half-capacity test’.

  Impact: Webphone users

  Duration: 10:37 – 11:05

• 08/09/2023 Fax service offline

  Status: Resolved

  Cause: Known

  Impact: Users of the fax service

  Duration: 8 September 2023 at 17:14 – 11 September 2023 at 13:15

  Update: 11 September 2023 at 13:15

  The issue has been resolved.

  Update: 11 September 2023 at 11:15

  The cause of the problem with our fax service is found and we are implementing the solution today. We expect you to be able to use the fax service again by the end of the day. We will keep you informed.

  Update: 8 September 2023 at 17:14

  There are currently problems with our fax service. Both receiving and sending faxes is not possible. We are working on a solution. Please note that you will not be able to use the fax service for at least this weekend. We apologize for any inconvenience.

• 12/07/2023 Voys App Dropped Calls

  12 July 2023

  We are receiving reports from customers that calls through the Voys App sometimes drop out. We are investigating the cause of this issue and will keep you updated through this page.

  • Status: Resolved
  • Cause: There was an issue with an audio codec
  • Impact: Some Voys app users
  • Duration: 13h30 – 17h00

• 04/04/2023 Login error on Freedom Portal and Webphone

  04 April 2023

  • Status: Resolved
  • Impact: All users
  • Cause: We deployed the webapp at 11:00 and that caused the webphone websocket connections to close. All webphones tried to reconnect at the same time causing overloading of our servers and intermittently generating 502’s.
  • Duration: 11:00 – 13:00

• 30/03/2023 Authentication error

  30 March 2023

  There is currently a problem with our authentication service. This affects both the Webphone and Freedom. We are working on a solution.

  • Status: Resolved
  • Impact: All Freedom users
  • Cause: Patch error
  • Duration: 14:00 – 14:30

• 15/07/2022 App issue

  15 July 2022

  The latest version of the mobile app, 7.2.0, struggles to make calls. Reinstalling the app should fix the issue. We are currently working on a fix.

  • Status: Resolved
  • Impact: Android and iOS Voys apps
  • Cause: App update
  • Duration: 15 July – 16 July

• 11/07/2022 Infrastructure issue

  11 July 2022

  We are currently noticing an impact on part of our infrastructure. As a result calls may not be handled correctly. We are investigating the problem and will implement a solution as soon as possible.

  • Status: Resolved
  • Impact: Infrastructure
  • Cause: Under Investigation
  • Duration: 10:30 – 11:20

• 29/06/2022 Inbound and outbound calls issue

  29 June 2022

  We are experiencing a network issue at level 3 (CenturyLink). We have re-routed calls over another network provider.

  • Status: Resolved
  • Impact: Inbound and outbound calls
  • Cause: Network issue
  • Duration: Wednesday 29 June from 17:15 until 18:20

• 16/03/2022 Credit top-up error

  Wednesday 16 March 2022

  Credit top-up via Freedom is not possible at the moment, we are looking into it. If you need to top-up urgently, please give us a call on 021 012 5000 or email accounts@voys.co.za with the amount you would like to top-up and we will assist.

  • Status: Resolved
  • Impact: All prepaid customers
  • Cause: Unknown
  • Duration: First noticed at 9:15 am

• 09/11/2021 Issue with upstream provider

  Tuesday 9 November 2021

  We are experiencing some issues with calls made via an upstream provider. Calls are being rerouted.

  • Status: Resolved
    
  • Impact: Some incoming calls unable to connect
    
  • Duration: 15:18 – 15:42

• 12/10/2021 Issue with audio messages

  Tuesday 12 October 2021

  Currently there is a problem with the audio messages. They are not being played. This concerns:

  • Welcome messages
  • IVR prompts
  • Personalised voicemail messages

  Temporary solution

  Add a call group, user or VoIP account as a first step in your calling plan, so that for example a selection menu is skipped. You can remove these as soon as the problem is solved.We are currently restoring the files. Please check this page for updates.

  • Status: Resolved
    
  • Impact: At least 90% of all notifications have stopped working
  • Cause: Messages were removed from call servers
    
  • Duration: 9:05 – 11h00