# Aircall: Major incident: Outbound audio degradation for some SG customers

**Summary:** Aircall reported a major incident causing no audio on inbound or outbound calls for some Singapore customers, starting 2026-09-08 05:50 UTC and resolved at 2026-09-08 08:51 UTC; the computed duration was 3 h 0 min. Aircall attributed the issue to a partner and implemented a routing change before confirming resolution. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-09-08 05:50 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/5xyb8q9bfcjs](https://stspg.io/5xyb8q9bfcjs)
- [Company: Aircall](https://rewindex.com/company/aircall.md)
- Versions: before (none: first archived) → after incident\_version:120/dx4y6zgmyyfd@48f1b281325c
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Outbound audio degradation for some SG customers
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-08 05:50 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-08 08:51 UTC
```

**6. Added: Affected components**

```diff
+ Inbound Calls, Outbound Calls, Voice — Calling - Inbound Calls, Voice — Calling - Outbound Calls
```

**7. Added: Update** (investigating) · 2026-09-08 05:50 UTC

```diff
+ We are currently investigating an issue with one of our partner causing no audio in inbound or outbound calls for a subset of Singapore customers.
```

**8. Added: Update** (investigating) · 2026-09-08 05:54 UTC

```diff
+ We are continuing to investigate this issue.
```

**9. Added: Update** (identified) · 2026-09-08 08:05 UTC

```diff
+ The issue has been identified, and we're evaluating a fix
```

**10. Added: Update** (monitoring) · 2026-09-08 08:11 UTC

```diff
+ A routing change has been implemented and we are monitoring the results.
```

**11. Added: Update** (resolved) · 2026-09-08 08:51 UTC

```diff
+ We have confirmation that this has been resolved
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-08 05:50 UTC | Major incident: Outbound audio degradation for some SG customers (this change) | degradation |

All Aircall changes: [timeline](https://rewindex.com/company/aircall/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._


---
Canonical: https://rewindex.com/change/i5a5b4538392034 · Markdown: https://rewindex.com/change/i5a5b4538392034.md · JSON: https://rewindex.com/api/v1/changes/i5a5b4538392034 · Generated 2026-10-18T02:31:46.918Z