All Systems Operational

About This Site

Welcome to the Fonix Mobile Live Operations Status Page. The Fonix Operations team will update this site with critical issues and service affecting incidents that impact any of our products. All scheduled maintenance and completion confirmations will also be recorded on this page for your convenience. To get live status updates on any of the below products, please click on the button at the top of the page and submit your email address.

Mobile Operator Connections Operational
O2-UK   ? Operational
Three-UK   ? Operational
EE-UK (T-Mobile & Virgin)   ? Operational
EE-UK (Orange)   ? Operational
Vodafone-UK   ? Operational
SMS Gateway   ? Operational
Premium SMS Gateway   ? Operational
Direct Billing and Payforit   ? Operational
MCRM Platform (Radar)   ? Operational
Voice Shortcodes   ? Operational
Operator Age Verification   ? Operational
Charity Services   Operational
SMPP Connections   Operational
Compliance   Operational
Zensend   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Dear Customer,

As you may be aware, the Payment Services Regulations 2017 will enter into force on 13th January 2018 and the Financial Conduct Authority (FCA) has revised its approach to the implementation of the 2017 Regulations. They have clarified the application of the Electronic Communications Exclusion, which sets out the circumstances in which third party payments made via a mobile device are excluded.

Under the 2017 Regulations the Exclusion only applies:
• To the purchase of digital content and voice based services (such as music and other digital downloads and premium rate services) regardless of the device used for the purchase or consumption of the digital content; and
• To donations to charity (for example via SMS) or for the purchase of tickets

In all cases, we will now be under a regulatory obligation to apply a restriction to the amount mobile users are able to spend on third party digital content and premium rate calls and messages. These limits are as follows:
• A limit of £40 per single payment transaction and;
• A cumulative limit of £240 for payment transactions made over the course of a billing month

As above, these limits will be in place from 13th January 2018. Please contact your account manager if you have any questions regarding this.

Thank you,

Fonix Operations
Posted on Jan 2, 14:57 GMT
Three Emergency Outage Jan 19, 00:30-03:30 GMT
Scheduled - Dear Customer

Please be advised we have received the below notification from Three regarding an emergency maintenance on the above date and time.


An emergency maintenance outage will take place between 00:30 (UTC) and 03:30 (UTC) on 19th January, 2018. Three will always endeavour to carry out these outages at a time which will have the least amount of impact on services and for the shortest amount of downtime as possible.

This outage will be similar to the previous outages and any systems that interact with our billing system.

If you have any Broadcasting services which may be affected by this maintenance outage please can you ask your merchants to use the agreed wording below:

“Premium rate/competition texts will be temporarily unavailable on Three's network between 00:30 (UTC) and 03:00 (UTC) on 19th January, 2018. Texts from Three customers will not be sent.”

Kind regards

Fonix Operations Team
Jan 18, 16:33 GMT
Planned Maintenance: fpay Upgrade Jan 23, 10:00-14:00 GMT
Dear Customer

Please be advised we will be undertaking planned maintenance on our fpay platform on the above date and time.

This is a routine upgrade of our systems and there is no anticipated impact to service during the maintenance window.

Kind regards

Fonix Operations Team
Posted on Jan 18, 10:00 GMT
Planned Outage: O2 Direct Billing Platform Jan 23, 21:00 - Jan 24, 05:00 GMT
Dear Customer

Please be advised we have received the below notification from O2 regarding a planned outage on the above date and time.

What are we doing?

We’re making some changes to the Charge to Mobile platform, to support some essential database changes. An outage is required for 1h and 18 mins max. During this time, all Debits, Credit and Refund requests will not be possible.

When will this happen?

The change is currently scheduled for the 23rd January
• Start time : 21:00 23/01/2018
• End Time : 05:00 24/01/2018
• Outage: 22:00 to 23:18

How will this impact you?

There will be no Charge to Mobile services available during this time. Please ensure that all Subscription requests are sent before or after the outage and customers are informed appropriately. If the changes need to be rolled back, a further outage of 1h 30 mins will occur.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Operations Team
Posted on Jan 18, 10:05 GMT
Dear Customer

Please be advised we will be undertaking planned maintenance on our Campaign Manager platform on the above date and time.

The maintenance will include a number of new feature upgrades, detailed below:

- Service filter on the campaign overview page to include a pre-populated list of services
- Show the shortcode and keyword on the campaign overview
- Name field in campaign set up form moved to the top of the form
- Audit trail within Winner Picker to be renamed to Draw instead of Competition
- Winner Picker - removal of archived campaigns from the selection field
- Winner Picker - grey out campaigns that have already been selected within a draw
- Winner Picker - filter visibility of draws including the ability to include additional services for a user
- Winner Picker - implementation of new rolling buy one get one free campaign

There is no anticipated impact to service during the maintenance window.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Operations Team
Posted on Jan 18, 10:29 GMT
Dear Customer

Please find below a communication we have received from EE requiring action.

Last November EE hosted a roundtable workshop to address the issue of advertising in Kids’ apps. As an output of the workshop we committed to review the valuable feedback we received from industry and update our code of practice to address this and other issues which impact our customers.

Our customers (End Users) are our number one concern and to further enhance and protect their experience, we have taken the decision to add friction to our Payfoirt payment pages. This change is included in our Code of Conduct attached. Please see the new section is 12.9 below.

12.9 On the second Payforit subscription payment page (Principled and Standard), the End-User must in addition to pressing the confirm/Pay button, enter a 4 digit number, that is displayed on the handset. This requirement 12.9 does not apply if the End User has previously created (before the Payforit payment pages) a username and password for the Content Service. The requirement 12.9 does not apply if the Payforit payment flow utilises a Payforit SMS PIN.

The effective date for this new rule (12.9) will be the 15th February. We believe that this new flow will create even more trust with our customers, and help grow new revenues in 2018 and beyond. If you have any questions regarding this change please contact your Account Director.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Operations Team
Posted on Jan 18, 11:55 GMT
System Metrics Month Week Day
Sonar Response Time ?
Fetching
Platform uptime ?
Fetching
Past Incidents
Jan 23, 2018

No incidents reported today.

Jan 22, 2018

No incidents reported.

Jan 21, 2018

No incidents reported.

Jan 20, 2018

No incidents reported.

Jan 19, 2018

No incidents reported.

Jan 18, 2018

No incidents reported.

Jan 17, 2018

No incidents reported.

Jan 16, 2018
Completed - Dear Customer

Please be advised the below maintenance was completed successfully.

There was no interruption to service during the maintenance window.

Kind regards

Fonix Operations Team
Jan 16, 15:31 GMT
Scheduled - Dear Customer

Please be advised we will be undertaking planned maintenance on our fpay platform on the above date and time.

The maintenance will include the release of new functionality which will expire the user session when the cancel button is initiated within the fpay payment pages.

There is no anticipated impact to service during the maintenance window.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Operations Team
Jan 9, 09:59 GMT
Jan 15, 2018
Completed - The scheduled maintenance has been completed.
Jan 15, 16:29 GMT
Scheduled - Dear Customer

Please be advised we have received the below communication from EE.

Fonix require all partners to ensure the necessary action is being taken to maintain up to date databases to ensure ongoing compliance:

It has come to our attention, through our dedicated customer care team, that recycled numbers have been billed for content services once reinstated.

With the run up to Christmas, and consumers buying new devices, EE wants to ensure that this isn't a wide reaching, or recurring issue.

Therefore please ensure you, and your clients are adhering to section 18 of the EE Code of Practice regarding database cleansing. EE advises that you carry out spot checks / an audit of your clients billable bases, and proactively clean up in the lead up to Christmas.

Any non-adherence to section 18 with be dealt with firmly by EE.

Please see below section 18 for your information:

18.1. It is the L1’s responsibility to ensure that all databases used by them and their clients are up-to-date and all permissions to use such numbers have been obtained. In addition to this, the following policies must be adhered to;

18.1.1. Recycled numbers - End User Telephone Numbers (MSISDN) of End Users relinquishing them (for example if they cancel their contract with EE) may be recycled after a period of 3 months. Therefore, if a subscriber has not been active for a period of 3 months that subscriber must be removed from databases which are used to send messages or billing requests;

18.1.2. Ported & defunct numbers – If any EE platform returns an Error Code which means that the End User is no longer an End User of EE, then this subscriber must be removed immediately from any Content Services or databases used for delivering Premium-charges via EE networks;

18.1.3. Undeliverable Messages – Partners may find that an End User’s number ceases to accept messages. EE and Virgin Mobile do have different “inactivity” policies before the number is moved to the “not an End User”. The impact of retaining undeliverable numbers in Partner’s databases is that this can lead to excessive retry queues. Therefore, EE requires that if either of the following occurs for a period of 30 days that the number is removed from any Content Services or databases;

18.1.4. The error code -Insufficient Funds (or similar) is returned on all messages;

18.1.5. A successful handset delivery report is not obtained over a 30-day period.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Compliance Team
Dec 11, 10:31 GMT
Completed - The scheduled maintenance has been completed.
Jan 15, 16:28 GMT
Scheduled - Dear Customer

Please be advised we have received the below notification from Vodafone with regards to the planned migration of all PSMS services to Charge to Bill.

Further to our comms (as detailed below) sent on November 8th this year and subsequent comms to proceed with the project to migrate PSMS to CTB, I am writing to advise that we have decided to take more time over the migration of your PSMS services to CTB, and will ensure compliance in the short term using alternative measures. We will therefore not be proceeding with the migration before 13th January 2018.

Fonix will keep you updated as to any revised timescales for this project and will communicate as soon as possible with regards to the alternative measures for ensuring compliance once confirmed by Vodafone.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Operations Team


Dear Customer

Please see below a communication we have received from Vodafone with regards to the handling of Premium SMS traffic from 13th January 2018.

Vodafone has now had time to consider the implementation of the Payment Service Directive (PSD2) which going forward needs to be known as Payment Services Regulation 2017 which is coming into effect on 13.1.2018 and as the legislation has passed across with no mitigation for the Electronic Communications Networks (ECNs) in the scope of the number ranges captured (scope remains 09x 118x 0871/2, VSC, PSMS and CTB. Bulk SMS and Bulk MMS are out of scope) therefore it is vital that Vodafone and partners take action to remain in compliance with this legislation.

As you will be aware the transposition/implementation document from HM Treasury is that the exclusion from FCA PSR regulation cascades down along the value chain. This simplifies many things but the introduction of new transaction limits means that the phone-paid services element of Vodafone needs to adapt to the £40 per transaction limit and the cumulative £240 a month spend limit. The FCA has confirmed separately that the Network Access Charge is NOT part of these limits and so the only element of interest in voice calls is the Service Charge (inc VAT) portion of the cost to the consumer.

Therefore, this is official notice that there are important requirements that will need to be acknowledged and actioned by you as our partners in order to comply with the spend caps imposed by the PSR 2017.

1. All captured voice calls must be terminated before the customer reaches the £40 transaction limit based on service charges only. Please note that if there is existing OfCom/PSA regulation regarding number ranges (adult etc) at a lower level, these lower limits remain the requirement.

2. All PSMS services will need to be diverted into Charge to Bill transactions (in the same way that Charity Donations are today) using the ER platform. This is so that the existing transaction, daily and monthly spend limits can be used to regulate the customers PSMS expenditure. Vodafone will send out a detailed guide to these requirements.

What does this mean for Fonix customers

1. We will be transitioning all PSMS billing over to charge to bill on the Vodafone network
2. All Shortcodes will be submitted to Vodafone by Fonix to implement the change
3. The change will take place on an agreed date and time with codes being switched over in stages to minimise the impact to clients
4. The change will be staggered from 7th December and your account manager will contact you to discuss the process
5. Fonix will create logic to support the switch to charge to bill so there is no requirement for customers to integrate into a separate API
6. Vodafone has confirmed there is no current plans to change the commercial terms

Please do not hesitate to contact us if you have any questions

Kind regards
Dec 1, 11:27 GMT
Completed - The scheduled maintenance has been completed.
Jan 15, 16:28 GMT
Scheduled - Dear Customer

Please be advised we have received the below notification from Three regarding emergency planned maintenance on the above date and time.

This is to inform you that emergency firewall migration is planned for the above date and time. This is expected to cause a short duration interruption to your service.

Intermittent disruption to 3API services is expected between 00:00 (UTC) and 02:00 (UTC) 12th December, 2017.

The above date and time may change, if it does we will inform you as soon as we know to provide as much notice as possible. Three will always endeavour to carry out these outages at a time which will have the least amount of impact on services and for the shortest amount of downtime as possible.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Operations Team
Dec 11, 11:13 GMT
Completed - Dear Customer

Please be advised we have received a notification from Three stating that the planned maintenance detailed below has been postponed.

A further communication will be sent when a new date has been planned.

Kind regards

Fonix Operations Team
Jan 15, 16:26 GMT
Scheduled - Dear Customer

Please be advised we have received the below notification from Three regarding planned maintenance on the above date and time.

This is to inform you that the maintenance initially planned on 11th December 2017 at 22:00 until 12th December 2017 06:00, has been rescheduled and will be performed between 22:00 on the 16th January 2018 and 06:00 on the 17th January 2018.

This is to inform you that firewall migration is planned for the above date and time. This is expected to cause a short duration interruption to your service.

Intermittent disruption to 3API services is expected between 00:00 (UTC) and 02:00 (UTC) 17th January 2018.

The above date and time may change, if it does we will inform you as soon as we know to provide as much notice as possible. Three will always endeavour to carry out these outages at a time which will have the least amount of impact on services and for the shortest amount of downtime as possible.

Kind regards

Fonix Operations Team
Jan 12, 12:27 GMT
Jan 14, 2018

No incidents reported.

Jan 13, 2018

No incidents reported.

Jan 12, 2018

No incidents reported.

Jan 11, 2018
Resolved - Dear Customer

Please be advised the intermittent issue impacting the Three direct billing platform appears to have been resolved at approximately 5pm yesterday.

We have not had confirmation from Three as to the fix or the root cause of the issue.

We will continue to monitor throughout the day and update you as required.

Kind regards

Fonix Operations Team
Jan 11, 11:52 GMT
Investigating - Dear Customer

Please be advised Three are currently experiencing an intermittent issue on their direct billing platform.

We are seeing an increased level of request timeout responses from Three resulting in failed transactions.

The issue has been raised into Three and engineers are currently investigating.

We will let you know as soon as we have further information.

Kind regards

Fonix Operations Team
Jan 10, 16:25 GMT
Jan 10, 2018
Completed - Dear Customer

Please be advised the below planned maintenance has been completed successfully.

There was no interruption to service during the maintenance window.

Please do not hesitate to contact us if you have any questions.

Kind regards

Fonix Operations Team
Jan 10, 15:49 GMT
Scheduled - Dear Customer

Please be advised we are undertaking planned maintenance on our Campaign Manager platform on the above date and time.

The maintenance will include the release of the below new features:

1) Filter options on the campaign overview table to allow users to search by keyword, shortcode and unique identifier
2) Ability to sort by Name, Service, Client, Start Date and End Date
2) Alert notification to advise if a user is trying to create a duplicate keyword and shortcode matcher

There is no anticipated impact to service during the maintenance window.

Kind regards

Fonix Operations Team
Jan 8, 17:26 GMT
Jan 9, 2018

No incidents reported.