# ElevenLabs: Major incident: Inbound Twilio calls experiencing intermittent connection failures

**Summary:** ElevenLabs reported a major degradation affecting \<1% of inbound Twilio calls, preventing agent connections; outbound calls and other traffic were unaffected. The incident ran from 2026-08-18 06:00 UTC to 2026-08-18 12:43 UTC (6 h 43 min). A configuration error was rolled back; calls connected normally since ~11:00 UTC, with no customer action needed. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-08-18 06:00 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://status.elevenlabs.io/incidents/01M0AE4T3HKA8W8RV40CMX0PH1](https://status.elevenlabs.io/incidents/01M0AE4T3HKA8W8RV40CMX0PH1)
- [Company: ElevenLabs](https://rewindex.com/company/elevenlabs.md)
- Versions: before (none: first archived) → after incident\_version:14/01M0AE4T3HKA8W8RV40CMX0PH1@fbb753d89c05
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Inbound Twilio calls experiencing intermittent connection failures
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-08-18 06:00 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-08-18 12:43 UTC
```

**6. Added: Update** (identified) · 2026-08-18 12:39 UTC

```diff
+ From ~07:00 UTC, a small percentage (<1%) of inbound Twilio calls failed to connect due to a configuration error on our side. Affected callers were unable to connect to an agent; outbound calls and other traffic were unaffected. The change has been rolled back and calls have been connecting normally since ~11:00 UTC. No customer action needed.
```

**7. Added: Update** (resolved) · 2026-08-18 12:43 UTC

```diff
+ Inbound calls are currently operational.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-08-18 06:00 UTC | Major incident: Inbound Twilio calls experiencing intermittent connection failures (this change) | degradation |

All ElevenLabs changes: [timeline](https://rewindex.com/company/elevenlabs/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i0f4e283e9e987a · Markdown: https://rewindex.com/change/i0f4e283e9e987a.md · JSON: https://rewindex.com/api/v1/changes/i0f4e283e9e987a · Generated 2026-10-18T01:30:34.372Z