# Retell AI: Calls with background speech denoising not connecting

- Impact (vendor’s label): minor
- Status: resolved
- Started: 2025-05-08 23:22 UTC · Resolved: 2025-05-09 03:53 UTC · Duration: 4.5 h
- Updates: 3 · Affected components: End to End Calling - Telephony, Phone Call, End to End Calling - Web Call, Web Call
- [Vendor status page: https://stspg.io/rr1mxwjsgj22](https://stspg.io/rr1mxwjsgj22)
- [Company: Retell AI](https://rewindex.com/company/retell-ai.md)

## Timeline of updates

- **identified** 2025-05-08 23:22 UTC: 2am: some calls have not been connected when background speech denoising is enabled 10am: rolled out some fixes which resolved the issue. 3:30pm: received some new reports that calls are not connected. Currently investigating, seems to be related to the network settings of new clusters provisioned for that feature. We are currently rolling out a fix that temporarily disables the feature and direct the traffic to backup clusters in the meantime of fixing that new cluster.
- **monitoring** 2025-05-09 00:14 UTC: We've identified the issue with the subnet configuration, and a fix has been applied, and traffic should be back to normal now. We are keeping a close eye now on the issue. The feature is turned back on now.
- **resolved** 2025-05-09 03:53 UTC: This incident has been resolved.


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Canonical: https://rewindex.com/company/retell-ai/incidents/62qg6tncj8dh · Markdown: https://rewindex.com/company/retell-ai/incidents/62qg6tncj8dh.md · JSON: https://rewindex.com/api/v1/companies/retell-ai/incidents/62qg6tncj8dh · Generated 2026-10-20T00:07:03.683Z