# Retell AI: Major incident: Outbound Calling Service Degradation

**Summary:** _summary pending_
- Kind: Major incident · Label: major (vendor)
- Changed: 2026-01-09 08:30 UTC · Detected: 2026-10-19 17:03 UTC
- [Source: https://stspg.io/stl9h2dztvs7](https://stspg.io/stl9h2dztvs7)
- [Company: Retell AI](https://rewindex.com/company/retell-ai.md)
- Versions: before (none: first archived) → after incident\_version:682/vs3g90n6ldsf@c3bdc9a3e6cb
- Change 1 of 1 for this incident

Incident page (full timeline): [Outbound Calling Service Degradation](https://rewindex.com/company/retell-ai/incidents/vs3g90n6ldsf.md)
## What changed

**1. Added: Title**

```diff
+ Outbound Calling Service Degradation
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-01-09 08:30 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-01-09 10:26 UTC
```

**6. Added: Affected components**

```diff
+ End to End Calling - Phone Call, Phone Call
```

**7. Added: Update** (investigating) · 2026-01-09 08:30 UTC

```diff
+ Outbound calls are currently experiencing issues. Some users report receiving multiple calls from a single dial attempt, or agents being unable to hear audio. We are investigating the root cause.
```

**8. Added: Update** (identified) · 2026-01-09 09:58 UTC

```diff
+ The root cause has been traced to our telephony stack provider.  The issue has been escalated to their support team, who are actively triaging the incident.
```

**9. Added: Update** (monitoring) · 2026-01-09 10:17 UTC

```diff
+ The issue should have been resolved, we are closely monitoring the status.
```

**10. Added: Update** (resolved) · 2026-01-09 10:26 UTC

```diff
+ The issue has been fixed
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-01-09 08:30 UTC | Major incident: Outbound Calling Service Degradation (this change) | major |

All Retell AI changes: [timeline](https://rewindex.com/company/retell-ai/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/i9f0254044fd254 · Markdown: https://rewindex.com/change/i9f0254044fd254.md · JSON: https://rewindex.com/api/v1/changes/i9f0254044fd254 · Generated 2026-10-19T23:13:26.772Z