Phone timeouts and latency

Incident Report for Nesti

Postmortem

The issue affecting calls has been resolved by our third-party provider. Error rates and latency have returned to normal, and all services are operating as expected.

We are now closing this incident. Our team will continue to monitor performance, and we are reviewing the incident with the provider to reduce the risk of it happening again.

Thank you for your patience, and we apologise for any disruption this caused.

Posted Oct 13, 2026 - 14:23 UTC

Resolved

This incident has been resolved.

Posted Oct 13, 2026 - 14:22 UTC

Identified

The issue has been identified and a fix is being implemented.

Posted Oct 13, 2026 - 10:12 UTC

Monitoring

A fix has been implemented and we are monitoring the results.

Posted Oct 13, 2026 - 10:11 UTC

Investigating

We are seeing an increase in error rates affecting calls. Some calls may fail to connect or experience higher than usual latency.

We have traced the issue to one of our third-party providers and are working with them to resolve it. Our team is monitoring the situation closely and will share a further update as soon as we have more information.

Posted Oct 13, 2026 - 10:10 UTC

This incident affected: Phone Agent.