Inbound Virtual Mobile Calling Interruption from Telstra Mobiles

The issue affecting some inbound Telstra callers towards virtual mobile numbers has now been resolved.

Our monitoring shows call durations improved throughout yesterday and returned to normal yesterday evening. Should you experience any further instances where individual callers are disconnected at the 13-second mark, please don’t hesitate to reach out to our support team.

Telstra engineers have identified a recent change within their infrastructure that caused some calls to be disconnected at the 13 second mark. They have now performed a rollback of the change to resolve the issue.

Our engineers will continue monitoring call durations throughout this evening and tomorrow morning to confirm that the issue is no longer present.

We're is aware of a third party connectivity issue affecting some inbound calls towards virtual mobile numbers specifically where the caller is using a Telstra mobile. This is resulting in calls disconnecting after 12-13 seconds.

Outbound calls or inbound calls to geographic or 13/1300/1800 are unaffected, and calls to virtual mobile numbers from other mobile providers (Optus/Vodafone) are unaffected.

As a temporary workaround, you can connect normally by calling back an affected caller.

The affected provider technicians are working to rectify this with Telstra as soon as possible however no ETA is currently available.

We will provide updates as soon as we receive any further information, including ETAs, from the provider.