We are presently investigating reported issues of unreachability for business customers on the Sonic Flexlink Voice platform. We will post further update once we have determined the scope of the problem and/or resolved it.
-Sonic NOC
Update: A configuration change to our network caused an unintended side effect of making Flexlink Voice customers unable to receive inbound calls. The change was quickly reverted to restore service and safeguards are being put in place to prevent future repeat.
Mistakes happen, but I’m sincerely surprised that you don’t have log analysis / automated testing to let you know when there’s a problem. If you find out about a problem with your (voice|data) network only after a customer tells you, that’s pretty late in the game.
This outage created a lot of unnecessary stress for us, and it would have been a lot easier if we had been told “Yes, we know about the problem and are working on it already” when we first called instead of “It must be a problem with your phone system.”