Connectivity Issue

Resolved Jul 10, 2020 12:59 PM AEST

Dear Customers and Partners,

We can confirm that calls are now all connecting successfully.
The issue has now been resolved.

If your phone is still showing disconnected, please restart (remove and reconnect the power cable) it and try again.

Our support team is available again via phone, however we are experiencing much longer than normal wait times.

Should you continue to experience issues, and restarting the phone does not resolve the problem, please contact our support team on support@maxo.com.au

Kind Regards,
Tha MaxoTel Team

Monitoring Jul 10, 2020 12:52 PM AEST

Dear Customers and Partners,

Service is now returning to normal.
While some calls may still be affected by the “no audio” issue, many are now connecting successfully.

We are continuing to work towards full resolution of the issue as quickly as possible.

While we can’t provide a firm ETR, we expect the issue should now be resolved very soon.
Further updates will be provided as soon as possible.

Kind Regards,
The MaxoTel Team

Monitoring Jul 10, 2020 12:37 PM AEST

Dear Customers and Partners,

We are continuing to work to resolve this issue as a matter of urgency.

At this time you may be experiencing a mix of symptoms:

Phones offline (red lights, or gray status icons)
No audio when answering calls

WORKAROUND OPTION
Call forwarding is not affected by this service interruption. If you forward your numbers via the my account portal at https://my.maxo.com.au/ you will be able to receive calls on an external number such as a mobile.

The cause of the problem has been identified and our team are working to resolve it as quickly as possible.

At present our support team is unreachable via phone, but can be reached via support@maxo.com.au

Our sincere apologies for the continued interruption, we will update as soon as possible.

Kind Regards,
The MaxoTel Team

Updated Jul 10, 2020 11:54 AM AEST

Dear Customers and Partners,

We are working to restore service as quickly as possible.
The connectivity issue has been resolved, but there has been a flow-on effect that is resulting in a different issue.

Currently, you may be experiencing calls ringing on your phone, but no audio when the call is answered.
We are aware of this issue and are working to resolve.

Thank you for your understanding and patience, we will update with an ETA and resolution as soon as possible.

Kind Regards,
The MaxoTel Team

Investigating Jul 10, 2020 11:35 AM AEST

Dear Customers and Partners,

We are aware of a connectivity issue impacting a number of customers accessing their MaxoTel services.
We are working on this as a matter of urgency and will update as soon as possible.

Kind Regards,
The MaxoTel Team