[Customer-notifications] UPDATE: Call Quality Issues

[Technical Support Department]

Dear Valued Customers,

Many of you probably know, we've experienced call issues this week. This is a result of a number of factors. There are of course more people working from home. This put more of a demand on our network. Combine that with complications from other providers and related equipment failures, it simply accelerates the complexity of the issue.

We realize this has been an inconvenience for our customers. We want to sincerely thank you for standing by us during these difficult times. Please do know, we take providing you dependable and reliable service very seriously.

The necessary equipment to perform the repairs arrived at our facility at approximately 1 AM Eastern Time on May 6, 2020. The parts have been installed and the repair process has been initiated. However, completion of the repair process will just simply take some time. During this time, all telephony traffic has been diverted to our Jacksonville, Florida facility.

Our engineers estimate the repair process can take up to 48 hours. During this time, you may experience inconveniences or unusual responses from our systems. If you do, please contact us. You may do so by emailing support at voipster.org or by phone at 502-991-8647. Additionally you may always visit the support center at http://support.voipster.org to open a ticket.

Please be aware, during the maintenance window, we will have personnel on site at our facilities until repairs are completed. Our engineers will be working 12 hour shifts. Additionally, all non-critical or non-service impacting changes to current customer configurations, such as adding new phones or changing an automated attendant greeting have been suspended until the  maintenance is completed. We apologize for any inconvenience. 

Again, I want to personally thank you for your understanding while we work to resolve this issue as quickly as possible.

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Respectfully,

Andrew K. Mitchell, MSISPM
President & Senior Network Engineer
Global Network Operations
VoIPster Communications
US Toll-Free: +1.844-991-VoIP (8647)
International: +1.502-991-VoIP (8647)
US & International Fax: +1.502-379-4303


LPI ID: LPI000070651