TOPS - Notice history

There were two different factors that caused this outage:

1. Primary internet connection failure at one of our data centers

2. Human error by the data center provider, which caused the redundant backup connection not to function properly.

Problem: significant outage

Status: This outage is now resolved, all systems are functioning normally

Impact: We think over 50% of customers were impacted for a short period of time

Cause: still under investigation

Cause: Telus explained the root cause of this incident was due to a minor programming error made by a Telus technician. The minor error propagated to the toll-free databases of all major carriers before it was discovered. Once it was corrected, it took additional time to propagate to all carriers.

Status: The problem is resolved. All calls are working now.

Status: This issue is still occurring when calling from Bell cellphones. Telus is investigating further.

When calling from other major carriers the calls are successful.

Status: Reports from Telus and our own internal testing indicate the problem is now resolved.

Problem: We have about 40 toll-free numbers that are receiving a busy signal when called right now. The problem is intermittent. Some calls are able to get through.

Status: This issue is impacting a number of Telus large enterprise customers. Telus tier 4 team is troubleshooting urgently.

Problem: We have about 40 toll-free numbers that are receiving a busy signal when called right now. The problem is intermittent. Some calls are able to get through.

Status: This is a service provider issue. Telus is investigating now.

Cause: The cause of this problem was a faulty server in the data center that began to flood the network with garbage packets at a high enough rate to reduce the performance of the entire network.

Problem: Customers reported minor degraded call quality on some or all calls

Status: The problem is now resolved

Cause: The root cause is still under investigation

Problem: Customers are reporting minor degraded call quality on some or all calls

Status: We have identified the problem, data center engineers are working to resolve as soon as possible

Impact: This problem may impact up to 50% of our customers

Cause: The root cause is still under investigation

Status: This incident is now fully resolved.

Cause: The cause of this outage was due to a high level software update our data center provider attempted to perform. We were warned in advance of the update, but were told it would not cause any interruption to our systems. During the update process, the provider encountered an error which required them roll back the update. The roll back caused the brief interruption to our systems. The provider has stated they will perform future updates of this magnitude after-hours only.

Status: Temporarily resolved, further maintenance to be done after hours

Impact: Roughly 30% of customers were impacted for a period of approximately 5 minutes, 4% of customers reported an extended outage lasting approximately 1 hour.

Cause: We are still investigating the cause of this problem

Status Update: Telus reports the issue has been fully resolved. If you experience any further issues, please contact us.

Status Update: The Telus Tier 3 team is working diligently to rectify the situation