# ElevenLabs: Inbound Twilio calls experiencing intermittent connection failures

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-08-18 06:00 UTC · Resolved: 2026-08-18 12:43 UTC · Duration: 6.7 h
- Updates: 2 · Affected components: Telephony
- [Vendor status page: https://status.elevenlabs.io/incidents/01M0AE4T3HKA8W8RV40CMX0PH1](https://status.elevenlabs.io/incidents/01M0AE4T3HKA8W8RV40CMX0PH1)
- [Company: ElevenLabs](https://rewindex.com/company/elevenlabs.md)

## 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)_
## Timeline of updates

- **identified** 2026-08-18 12:39 UTC: 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.
- **resolved** 2026-08-18 12:43 UTC: Inbound calls are currently operational.

## Rewindex changes for this incident

- 2026-08-18 06:00 UTC: [Major incident: Inbound Twilio calls experiencing intermittent connection failures](https://rewindex.com/change/i0f4e283e9e987a.md)


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Canonical: https://rewindex.com/company/elevenlabs/incidents/01M0AE4T3HKA8W8RV40CMX0PH1 · Markdown: https://rewindex.com/company/elevenlabs/incidents/01M0AE4T3HKA8W8RV40CMX0PH1.md · JSON: https://rewindex.com/api/v1/companies/elevenlabs/incidents/01M0AE4T3HKA8W8RV40CMX0PH1 · Generated 2026-10-18T12:35:26.849Z