Some 8x8 Work endpoints may have experienced a brief connectivity issues to one of it's EU data center locations. This may of caused some calls to drop or a period where calls could not be made. Endpoints impacted reconnected to alternate regional 8x8 services and the issues was resolved. We are investigating the root cause and we apologize for the inconvenience.
8x8 has received reports of login issues for Agent Workspace in APAC. A release for Agent Workspace was recently deployed. To address this issue, please ensure you have cleared your browser cache and cookies. An alternative test would be testing in a private or incognito browser. If you are still experiencing login issues, please contact 8x8 Support.
8x8 has observed that a subset of customer's phone numbers have become out of synchronization with an approved SMS Campaign registry. These users have been unable to send SMS messages successfully to some mobile number destinations. The observed impact is found only in enabled and assigned numbers to an already approved SMS Campaign registry. The impacted numbers can be resynchronized via self-service by disabling and re-enabling SMS for the affected users in your admin console. This knowledge article can guide you through the process.
8x8 is exploring with our carriers how to reduce the time to process the resynchronization of the impacted numbers.
If you plan to enable more than 48 phone numbers for SMS please be aware that extra information is required after an SMS Campaign is approved. Details on this topic can be found in this FAQ. Only after submitting the extra information can numbers beyond the first 48 be resynchronized.
If you need assistance on this matter please contact support.
8x8 operations team have begun to resync customer's SMS provisioned numbers over the next 5 business days. Upon completion of this resync all customers impacted by this issue will be resolved.
Reminder: If you plan to enable more than 48 phone numbers for SMS, please be aware that extra information is required after an SMS Campaign is approved. Details on this topic can be found in this FAQ. Only after submitting the extra information can numbers beyond the first 48 be resynchronized or enabled.
8x8 has seen the backlog of number provisioning events completed and all customers should now see full outbound SMS text messages capabilities for eligible ,enabled and campaign assigned SMS phone numbers. If you have not yet seen successful outbound SMS messages, please validate that you have an approved 10DLC Campaign Registry application and in addition a secondary approved application if you plan to enable more than 49 phone numbers.
Below are links on the Campaign registration process and how to increase approved registrations over 48 numbers.
SMS Campaign Registration Admin Console Configuration
SMS Campaign Registration: 48 Number Limitation
If you need assistance validating your SMS status, please contact support to continue to investigate.
8x8 is aware of it's support portal at https://support-portal.8x8.com/ currently not successfully loading. We are aware of the issue and will provide updates as they become available.
All 8x8 Admin Console and Contact Center product portals are available as normal. Customers can still contact 8x8 Support via chat, case and phone as normal as well. Your My 8x8 Portal for self service case creation and updates is also available as normal.
US
From within the US: 1-888-898-8733
When prompted, press 1
For General Support press 1
For Technical Support press 2
For Billing press 3
For Number Porting press 4
From outside the US: 1-408-687-4120
Non-US Regional
Australia: +61 1300 088 917 (+61 1800 648 574)
New Zealand: +64 (0)800 452 545
UK: +44 207 096 6060
France: +33 1 57 96 03 61
Japan: +81 3-4578-9032
Thailand: +66 2 026 8209
Philippines: +63 2 8271 3494
Singapore: +65 3158 8675
8x8 is investigating customer reports of being unable to view or playback media such as voicemails and call recordings. We are currently investigating and will provide updates as they become available.
8x8 has confirmed there is an impact on media playback isolated to the US region. At this time we believe the impact is related to the media availability and recordings and voicemails are still being recorded. We'll continue to work towards resolution and will provide updates as they become available.
We are doing our very best to get this issue resolved as a matter of priority, we thank you for your patience. Recordings and Voicemails are being recorded however are not accessible from 8x8 Desktop, mobile and web applications for playback. As a workaround voicemails can be accessed from directly any 8x8 phone. Instructions can be found here.
We will provide further update as they become available and we again apologize for the inconvenience.
We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 30 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.
As a workaround voicemails can be accessed from directly any 8x8 phone. Instructions can be found here.
8x8 has observed that one of our partners is currently experiencing issues that could lead to a potential impact. At the time being we have confirmed that the 8x8 systems are operating normally and that there are no issues on our side. Further details can be found at https://downdetector.com/status/att/. 8x8 is continuing to monitor our own service availability.
8x8 has received several reports of calls outbound calls failing from 8x8 Work with the message "your service has been suspended, please contact your service provider". The operations team are currently investigating.
We are pleased to inform you that the 8x8 Operation team has resolved the issue that was affecting a subset of the outbound calls from 8x8 work. Earlier, some users were receiving the message "Your service has been suspended. Please contact your service provider" while trying to make calls. If you are still experiencing any similar issues, we kindly request you to contact the 8x8 Support team for further assistance. We apologize for any inconvenience this might have caused.
8x8 experienced a brief interruption in our APAC region contact center services. Some customers may have seen impact to their contact center related services during this time. The issue is now resolved and 8x8 is investigating the root cause. We apologize for the inconvenience.
8x8 has investigated reports by customers and has not found an 8x8 related cause of the call quality reports. 8x8 systems were observed to be operating normally between 7am-8am Pacific (10am-11am Eastern) when this was being reported to 8x8. Please continue to work with 8x8 Support to troubleshoot if your are still experiencing issues.
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