Connectivity Issue
There has been no further DDOS traffic identified since Wednesday, and services have progressively restored since then. All auxiliary services, including webhooks have resumed since Friday.
If you are experiencing any type of service issue, please contact our friendly support team.
A full post-incident report will be made available to customers later this month.
Service Status Update - Stable
Throughout yesterday afternoon and overnight, the Distributed Denial of Service (DDoS) attack subsided after peaking yesterday morning. Traffic levels have eased, and we are seeing services return to normal.
Current Status:
- Services are returning to normal operational levels.
- Device registration and call establishment are working normally.
- Some minor call quality degradation may persist for off-net customers.
- If you are experiencing issues with handset connection, please restart your router and affected handsets.
Our team is continuing to closely monitor traffic levels along with our upstream providers and network partners, should the DDoS attack traffic return.
We appreciate your patience and understanding during this disruption. We remain committed to ensuring the stability and security of our services.
A post incident report is being prepared and you can request a copy by emailing pir@maxo.com.au. The report may take some time to complete due to the complexity of the DDoS attack.
Service Status Update
We are observing a significant increase in Distributed Denial of Service (DDoS) traffic this morning. Our technical team and upstream providers are actively working to mitigate this attack and restore services to full capacity.
Impact:
- Customers connecting to us from Aussie Broadband, MaxoNBN or Vonex Broadband connections may experience degraded audio quality.
- Customers connecting to us from all other providers may experience phone registration failures, call failures or degraded audio quality.
Recommended Action:
Customers impacted can configure diversions within the My Account Portal, or by contacting our support team by email to support@maxo.com.au
We understand the significant impact this event is having and appreciate your patience as we work to resolve this issue. We are committed to restoring your services as quickly as possible.
Kind Regards,
MaxoTel
Subject: Important Update: Temporary Access During Ongoing DDoS Attack
Dear Customer,
As you may be aware, MaxoTel is currently the target of a large and sustained Distributed Denial of Service (DDoS) attack and, while voice services have been restored to off-net customers, is continuing to impact the availability of our self-management web portals.
During this time, our customer service team has fielded hundreds of calls to assist with account management and call diversions - our team is ready to take your call during business hours (7:30AM - 7:30PM QLD) or email (to support@maxo.com.au)
We want to sincerely thank you for your continued patience as we actively work to mitigate the ongoing DDoS and we understand the frustration and inconvenience this is causing.
Our team is working tirelessly to implement mitigation measures and bring our primary systems back online as quickly and securely as possible.
To ensure you can continue to manage your services, you will shortly be able to access our website and self-service portals as normal.
If you haven’t already, we recommend subscribing to updates through our status page at status.maxo.com.au (maxo.hund.io)
We will continue to provide updates as the situation evolves.
Thank you again for your understanding and cooperation during this challenging time.
Sincerely,
The MaxoTel Team
Overnight the DDOS attack has intensified to more than 10x our normal traffic levels, resulting in overwhelmed links to our upstream carriers, causing packet loss to those customers. We are waiting on upstream carriers to implement the appropriate DDOS counter-measures to improve connectivity.
Customers on Aussie Broadband and MaxoTel On-Net customers continue to have full connectivity, as these links are not generating DDOS traffic.
Options for affected customers in the meantime:
Email your preferred diversion to support@maxo.com.au, our team will implement it for you. Ensure you list DID (phone number) and destination number (divert to)
or
Use an Aussie Broadband, Vonex Broadband, or MaxoTel broadband connection
We understand the severe impact this is causing to our customers, and we are working around the clock to resolve it. We sincerely apologise for the impact.
Service Status Update - Stable
Our technical team and carrier partners have mitigated the impact of the ongoing distributed denial of service (DDoS) attack, and all services have been stable since approx 4:30pm AEST.
The attack is ongoing, and our carrier partners have committed resources to packet filtering, although further impacts are possible, and we will continue to monitor the situation and provide updates as they become available.
Currently, all services are showing normal utilisation levels, however if you are having difficulty with your VoIP device, you may need to restart your router, local DNS server, VoIP Handset, or a combination of these to restore full connectivity.
If you experience continued connectivity issues, or other unexpected platform problems, please contact our support team for assistance.
Kind Regards,
MaxoTel
Service Status Update
Our team, along with our upstream providers, is continuing to actively mitigate an ongoing distributed denial of service (DDoS) attack.
We have largely mitigated the majority of international attack traffic; however, we are now also seeing attack traffic originating domestically. While traffic levels have significantly improved, some calls may still experience degraded audio quality.
We are closely monitoring the situation and continuing to work towards full service restoration. Thank you for your continued patience and understanding.
Kind regards,
MaxoTel
Service Status Update
We are currently aware of an ongoing Denial of Service (DoS) attack impacting services. Our technical teams are actively engaged in mitigation efforts and are collaborating with our upstream providers to implement a permanent resolution. We are monitoring the situation closely and will provide further updates as necessary.
Off-net customers will experience some call quality degradation and registration timeouts. On-net customers (Maxo NBN) and Aussie Broadband Customers will see little to no degradation.
Dear Customers and Partners,
MaxoTel is aware of an issue affecting connectivity from some providers. Customers on affected providers may experience intermittent registration or call failures.
Engineers are investigating the issue, with further updates to follow.
Kind regards,
MaxoTel
- Voice Services / Outbound Calling
- Voice Services / Inbound Calling