Simwood Status

The engineers attended an intermediate site along the affected route and found multiple fibre pairs had been damaged at the ODF there. These were replaced, testing has been completed, and the link has been restored with all alarms clear. We will continue to monitor.

This incident has been resolved.

Bank details are updated on the document linked from https://si.mw/jp2qgym (our support portal). Please note this is on the simwood.com domain - we will never email you bank details. Alternative payment methods (card or stablecoin) are described at: https://si.mw/ro4n9hd We're sorry for any inconvenience caused by AirWallex's grossly unreasonable and still unjustified actions.

Colt have accepted our outstanding ports so this incident will be resolved after nearly 2 months.

This incident is now fully resolved and appears to have been a fault on the Simwood network. A minor change relating to the validation of caller ID against Ofcom data was rolled around the network from 11am. It had passed all unit tests and presented no errors in production. However, it had the consequence of us assuming at the time of calls being routed that our costs included maximum origin surcharges on destinations that apply them, i.e. UK mobile networks except O2 and certain fixed line operators. While we routinely route calls at a loss and do not pass on origin surcharges, the consequence of this was that customer profiles became progressively loss-making for these destinations and overall. Our fraud and anti-arbitrage protections then began blocking such ostensibly loss-making traffic for customers who had tripped their account or destination specific loss-limits. Surcharges vary between 34ppm and 200ppm depending on network meaning account traffic profile would have affected if and when limits were reached. Some did not trip at all, others would have progressively tripped after 11.08, resulting in some calls to affected destinations being blocked. Calls to destinations without surcharges were unaffected as were those for customers who had not tripped particular limits; nevertheless it resulted in a progressive reduction in our traffic to certain networks over the ensuing hour. Our first support ticket was at 11:42, with a greater volume of reports from 12:00 and mitigation(s) fully deployed by 12:13. There were two mitigations: 1) customer loss-limits were raised at 12:11 and 2) the deployed image was fully rolled back around the network from 12:10 to 12:13. The last call exhibiting this behaviour, albeit not blocked, was 12:13. We identified and corrected the bug introduced in logic and are adding further unit tests to ensure such an occurrence cannot repeat. Once the new build fully passes the new tests, this updated image will be carefully deployed later today. We have also added specific global margin monitoring to alert very quickly on unnaturally changes in apparent profitability. Apologies for this issue which, as usual, we own and will learn from.

Following the initial reports of issues calling certain mobile numbers, we’ve been monitoring closely and can confirm once again that there have been no faults or abnormalities on the Simwood network throughout the period. While some customers may still experience issues, these appear to relate to factors outside of our network. We encourage those affected to consult general media sources for the latest updates on wider network conditions. Thank you for your understanding.

This incident has been resolved.

The span has been restored and the links have been brought back into service, restoring full redundancy around our London ring.

This incident has been resolved.

All alarms have been cleared. Resolving this incident.

The maintenance has taken longer than expected, but is now complete and the affected fibre leg has been fully restored into service. We will continue to monitor.

The planned maintenance at Interxion has been completed. The works have identified the need for additional remedial work, which will be carried out during future maintenance windows. Further maintenance windows will be posted once these are scheduled.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.

The scheduled maintenance has been completed.