September 29, 2021
Update on newVoice Service Issues
Wednesday September 29, 2021. 5:00 PM EST.
The following is an update for customers who are experiencing difficulties answering incoming calls or making outgoing calls.
NHC, along with more than half of all service providers across the country, use Bandwidth.com as an upstream carrier within our network. Bandwidth.com continues to experience service issues as a result of a targeted Denial of Service attack. This is causing calling issues for voice customers nationwide. Announcements like this have gone out nationwide from carriers like RingCentral, Vonage, Microsoft Teams, Google Voice, Zoom and many others.
Attacks of this nature are a crude but effective form of cyberattack that sees attackers flood the network or servers of the victim (Bandwidth.com) with a wave of internet traffic that’s so large that the infrastructure is overwhelmed by the number of requests for access, slowing down services or taking them fully offline and preventing legitimate users from accessing the service at all. We are confident Bandwidth is utilizing all resources to mitigate this event.
NHC utilizes multiple upstream providers for redundancy within our newVoice network but due to the size and influence of this carrier, even if your phone number is not utilizing Bandwidth, it is likely that someone calling you is affected. Unfortunately, there is nothing we can do to eradicate this attack as it is against the Bandwidth.com network not NHC’s.
We ask all our customers who are experiencing service issues to please do the following:
- If you have not already done so, please call NHC’s 7x24x365 Network Operations Center 855-600-4642 or email us at email@example.com, describe your service issues with us so we can generate a trouble ticket and work the issue with the team at Bandwith.com
- Service issues are intermittent so please try to answer any incoming calls and if the calling party does not hear your voice hang up and call back.
- Your customers are most likely experiencing and aware of the effects of the Bandwidth.com attack. They could be more understanding to requests for using communications tools like email or social accounts (facebook, LinkedIn and twitter), website chat, Microsoft Teams, and Slack.
NHC will continue to post updates to NHC Status Page and keep you informed around the clock.
NHC Support Management