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
VoiPay ? Operational
Voice Shortcodes ? Operational
Operator Age Verification ? Operational
Charity Services Operational
SMPP Connections Operational
CCBill Operational
Compliance Operational
Zensend Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Customer Care Numbers: Action Required Feb 20, 15:00 - Feb 28, 12:00 BST
Update - Dear Customer

This is a gentle reminder regarding the below communication.

If you have not already contacted the Client Services team with the terminating numbers for all your services, please do so as soon as possible.

There is a requirement for us to present the number of care calls per service as part of ongoing due diligence.

Kind regards

Fonix Compliance Team
Mar 21, 09:54 BST
Scheduled - Dear Customer

As you're probably aware, there have been significant changes within the industry over the last 6 months, particularly around consumer behaviour and monitoring.

Part of the change is around the focus on KPIs to allow Fonix to ascertain whether or not services are causing potential consumer harm, and how best to action any amendments to the service for ongoing compliance.

One of the key KPIs requires Fonix to measure customer care calls vs transactions, and to be able to report on any increases that might be cause for concern.

Fonix has built a new customer care interface that allows us to assign an 0330 number on a per service basis and route it to a client’s existing underlying customer care number. The platform will then log, and if required, record all calls that are routed through our system, enabling us to provide the key statistics for the regulator and the mobile network operators.

As part of this platform, we will be able to provide all customers with a direct profile of care calls which will enable you to manage trends more effectively.

We need to allocate all clients with an 0330 number and request you provide us with the terminating number for us to route the calls to. Please note you do not need to change your advertised numbers, unless you wish to, but the Fonix allocated number will be submitted to the MNOs (per service) and will need to be included in any receipt or compliance messaging to the end consumer.

We are hopeful that this will give our customers a clear overview of their customer care calls and provide valuable insight from a due diligence perspective.

Please contact clientservices@fonix.com with your terminating number per service and they will issue your new number.

Kind regards

Fonix Compliance Team
Feb 20, 14:02 BST
Payforit 6.2 Release Mar 7, 13:00-14:00 BST
Update - Dear Customer

Please be advised we have contacted the Payforit Management Group and they have advised that we can revert back to a 4 digit numeric pin due to a definition error in the scheme rules.

We apologise for any confusion caused.

There will be no interruption to service whilst this change is implemented.

Kind regards

Fonix Operations Team
Mar 7, 15:01 BST
Scheduled - Dear Customer

Following the release of the updated Payforit scheme rules, we have now updated the below functionality within our fpay platform:

1) Update of pin format to a 6 digit alphanumeric pin

2) Update of free trial message wording

If you have any questions please do not hesitate to contact us.

Kind regards

Fonix Operations Team
Mar 7, 12:35 BST
Three Planned Maintenance Mar 28, 23:00 - Mar 29, 01:30 BST
Dear Customer

Please find below a communication from Three regarding emergency planned maintenance on the above date and time.

An emergency maintenance outage will take place on 28th March 2017 from 23:00 (BST) until 29th March 2017 at 01:30 (BST). 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 will be affected.

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 from 23:00 (BST) on 28th March 2017 until 01:15 (BST) on 29th March 2017. Texts from Three customers will not be sent.”

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

Kind regards

Fonix Operations Team
Posted on Mar 24, 15:03 BST
System Metrics Month Week Day
Sonar Response Time ?
Fetching
Platform uptime ?
Fetching
Past Incidents
Mar 26, 2017

No incidents reported today.

Mar 25, 2017

No incidents reported.

Mar 24, 2017
Resolved - Dear Customer

Three have confirmed the issue was resolved at 22.57.

We have no further details at this time but will update you if we receive any additional information.

Kind regards

Fonix Operations Team
Mar 24, 06:04 GMT
Identified - Dear Customer

Please be advised we have received a notification from Three regarding a current service degradation impacting billing services.

They are investigating as a high priority and will provide an update as soon as possible.

Kind regards

Fonix Operations Team
Mar 23, 22:19 GMT
Mar 23, 2017
Completed - Dear Customer

Please be advised that the below maintenance was completed successfully.

There was no interruption to service during the maintenance window.

Kind regards

Fonix Operations Team
Mar 23, 17:14 GMT
Scheduled - Dear Customer

Please be advised as per the latest version of the Payforit scheme rules (6.2) we will be undertaking planned maintenance on the above date and time to implement the below;

- The amendment of the headers for the verification texts

This means that pin verification texts will no longer come from "Receipt" but will instead contain either the Service Name or the Merchant Name. As we are limited to 11 characters we will apply logic to select the originator based on which naming convention will fit within the required character length.

Please contact your account manager if you have any preference on the above and we will do our best to accommodate you.

Kind regards

Fonix Operations Team
Mar 21, 09:27 GMT
Completed - Dear Customer

Please be advised that the below maintenance was completed successfully.

There was no interruption to service during the maintenance window.

Kind regards

Fonix Operations Team
Mar 23, 17:12 GMT
Scheduled - Dear Customer

Please be advised we have received the below communication from the Payforit Management Group with regards to changing the wording in the pin verification messages.

We will be making the change on the above date and time.

The Payforit Management Group has been asked to permit a shortening of the verification text message wording for services using Standard Payforit. They agreed to this yesterday and the following changes will be made to the Scheme Rules in the next iteration due to be published on 1st June 2017:

Single purchase
FreeMsg: To verify your mobile number and continue with purchase of for from enter Help?

Subscription
FreeMsg: To verify your mobile number and continue with subscription to for [per/every/a] from please enter Help?

Subscription with free trial
FreeMsg: To verify your mobile number and continue with subscription to for [per/every/a] from from please enter First free. Help?

Subscription with free trial receipt
FreeMsg: Thank you. Your free trial of from will end on . Then [per/every/a] until you text STOP to . HELP? .

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

Kind regards

Fonix Operations Team
Mar 16, 14:20 GMT
Completed - Dear Customer

Please be advised Three have successfully completed the below maintenance.

Kind regards

Fonix Operations Team
Mar 23, 06:29 GMT
Scheduled - Dear Customer

Please find below a communication received from Three regarding planned maintenance on the above date and time.

This is to inform you that the maintenance initially planned on 20th March 23:30 (UTC) until 21st March 10:30 (UTC) has been rescheduled and will be performed between 23:30 (UTC), 22nd March and 10:30 (UTC), 23rd March, 2017.

This outage will be similar to the previous outages and any systems that interact with our billing system will be affected (please see attached communication which lists affected platforms). If you have any questions, please contact Service Desk. We will answer as many of your questions as we can and will raise anything internally if necessary.

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 from 01:00 until 07:30 (UTC) on 23rd March 2017. Texts from Three customers will not be sent.”

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

Kind regards

Fonix Operations Team
Mar 21, 15:13 GMT
Mar 22, 2017
Completed - Dear Customer

Please be advised the below maintenance was completed successfully.

There was no impact to service during the maintenance window.

Kind regards

Fonix Operations Team
Mar 22, 12:28 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 involve updating the external libraries used within fpay.

There is no anticipated downtime during the maintenance window.

Kind regards

Fonix Operations Team
Mar 15, 10:09 GMT
Mar 21, 2017
Completed - The scheduled maintenance has been completed.
Mar 21, 09:50 GMT
Scheduled - Dear Customer

Please be advised we have received the below communication from Vodafone regarding overstated deliveries impacting PSMS transactions for pre-pay users in the time period below:

"Vodafone wanted to let you know that we experienced an issue with overstating successful deliveries for PSMS transactions on our billing platform as a result of a system upgrade that took place on 17th January 2017.

The upgrade was rolled back on the 17th February 2017. Successful delivery receipts would have been sent across all partner short-codes for Pre Pay subscribers that engaged with a PSMS service regardless of whether the subscriber had credit to cover the cost of the service.

We have decided in most cases to pay out the overstated values for January’s transactions, however, we will be calculating the over payment and making an adjustment in March to claw back any overpayments. We will advise on the situation with February volumes and values in early March. I do appreciate that this is not ideal, however, we have proactively managed the situation to mitigate any further problems and will keep you fully updated."

We are working closely with Vodafone to understand the scope of the issue and the services impacted. As soon as we receive further information we will update you individually as to any possible implications.

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

Kind regards

Fonix Operations Team
Mar 9, 10:19 GMT
Mar 20, 2017
Completed - Dear Customer

Please be advised the below planned maintenance, due to take place on the above date and time, has been postponed.

As soon as we receive a revised date from Three we will let you know.

Kind regards

Fonix Operations Team
Mar 20, 18:58 GMT
Scheduled - Dear Customer

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

An emergency maintenance outage will take place on 20th March 2017 from 23:30 (UTC) until 21st March 2017 at 10:30 (UTC). 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. If the timing of this months’ outage will have a major impact on your services then please let us know and we will put in a request for timings to be changed, however, please note that there may not be a possibility to influence any timing changes to the outage due to other network responsibilities we have to fit this maintenance in.

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

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 from 01:00 until 07:30 (UTC) on 21st March 2017. Texts from Three customers will not be sent.”

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

Kind regards

Fonix Operations Team
Mar 17, 19:14 GMT
Mar 19, 2017

No incidents reported.

Mar 18, 2017

No incidents reported.

Mar 17, 2017

No incidents reported.

Mar 16, 2017

No incidents reported.

Mar 15, 2017

No incidents reported.

Mar 14, 2017

No incidents reported.

Mar 13, 2017

No incidents reported.

Mar 12, 2017

No incidents reported.