Services Status

components affected: IP Voice - Wholesale SIP Trunking – degraded performance IP Voice - SIP2Teams – degraded performance IP Voice - VIP Essentials – degraded performance IP Voice - HVS - Operator Connect – degraded performance IP Voice - HVS - Applications – degraded performance IP Voice - HVS - Portals – degraded performance IP Voice - HVS - Devices – degraded performance Portal - API – degraded performance Portal - Login – degraded performance Platform - WLR3 – degraded performance IP Voice - HVS - SIP Trunking – degraded performance IP Voice - HVS - Ordering – degraded performance IP Voice - HVS - Hosted Service – degraded performance Nov 13, 2026 14:17 GMT monitoring – Giacom Update: We are seeing services gradually return to normal. Giacom teams are continuing to work through outstanding updates and queries and will respond as quickly as possible. Current MS status Update: We're continuing to see improvements in service availability, with email queues significantly reduced and approaching normal levels. Some users may still experience intermittent access issues or delayed email delivery as recovery continues. We've implemented additional mitigation measures and are restoring the remaining affected infrastructure while investigating residual service issues. We're closely monitoring service health and validating recovery across affected connection methods to ensure sustained service stability. At this time, we have no evidence of malicious activity associated with this incident. We will continue to treat this with urgency until full mitigation, and we will share a full Post-Incident Report with root cause and defense-in-depth actions after mitigation is complete. Scope of impact: This issue may affect users attempting to access the affected Microsoft 365 services. Nov 13, 2026 11:17 GMT identified – Giacom Update: Impact to Giacom teams remains unchanged Current MS status Update: We've made additional progress toward service recovery, with recovery actions completed across portions of the affected infrastructure in the Asia Pacific region. Traffic is being gradually restored, and we're seeing improvements in key customer scenarios, including mailbox access and delayed email processing. However, some users may continue to experience intermittent issues. Our focus is now on extending these recovery actions across affected infrastructure in other regions, while continuing stabilization efforts and adding supporting capacity to improve service consistency. Reducing email queues and backlogs remains a priority, and the extended 48-hour email timeout window remains in place to help protect delayed messages as delivery catches up. At this time, we have no evidence of malicious activity associated with this incident. We will continue to treat this with urgency until full mitigation, and we will share a full Post-Incident Report with root cause and defense-in-depth actions after mitigation is complete. Scope of impact: This issue may affect users attempting to access the affected Microsoft 365 services. Nov 13, 2026 09:09 GMT identified – We are aware of the issues many organisations are experiencing due to the Global Microsoft outage. Microsoft began reporting an issue yesterday evening affecting Outlook, Teams, Sharepoint and several other Microsoft 365 services. They have not indicated this is a security incident. Microsoft are reporting that recovery work is ongoing. Giacom are unable to send or receive emails and access some supplier services so updates may not be received on some tickets. We will continue to update the status page as updates are received from Microsoft.

Nov 13, 2026 09:37 GMT resolved – Oct 22, 2026 09:12 BST notification – Service Update: Global PHP Vulnerability We are aware of the recently disclosed global PHP vulnerability and are actively monitoring the situation across our supplier ecosystem. While our current assessments show that Giacom services are not directly impacted, a number of carrier partners are currently undertaking assessment and remediation activities. As a result, some services delivered by certain carriers may experience temporary delays or disruption while protective measures are implemented. We are in active communication with our carrier partners to understand any potential impact, and are reviewing available operational contingency arrangements where appropriate to minimise disruption. This helps manage potential service impact and maintains service continuity. We will continue to monitor the situation closely and provide further updates where necessary. We appreciate your patience and understanding while the wider industry responds to this vulnerability.

components affected: IP Voice - HVS - Devices – under maintenance Nov 12, 2026 20:00 GMT maintenance – Hello, Just to make you aware we are planning to deploy a firmware update for Yealink T48U between 20:00 (UK Time) until 21:00 (UK Time) on Thursday12 November 2026. This will have no impact to service. Update Type: Firmware Delivery Method: Automatically via the HVS provisioning platform Purpose: We are updating Yealink T48U VDM devices to firmware version 87.3. The firmware includes security fixes relating to web management access to the device and is being deployed to ensure devices remain on the recommended software level. Action Required: No manual intervention is needed if your devices are already registered with the WHC system. However, it is recommended to verify that your devices are connected to the network and properly registered. This will cause no issues with the operation of the phones during this time. Devices will update automatically on their polling day or after a reboot.

components affected: IP Voice - HVS - Operator Connect – under maintenance Nov 12, 2026 17:00 GMT maintenance – We are writing to inform you of a planned maintenance activity affecting Operator Connect. Maintenance Window Date: 12/11/26 Time: 17:00 – 21:00 During this maintenance window, you may experience a temporary interruption to your Operator Connect service while the maintenance is completed. We expect any disruption to be contained within the four-hour maintenance window. What to Expect • No action is required before, during or after the change. • Your service will continue to operate as normal once the migration is complete. • There are no configuration changes required on your side or for your customers. Support If you experience any issues following the maintenance activity, please continue to follow your normal business-as-usual support process. Supplier support teams will be monitoring the migration and will work with specialist technical teams where required.

components affected: IP Voice - HVS - Portals – under maintenance Nov 6, 2026 22:00 GMT maintenance – Hello, Just to let you know, we will be carrying out necessary work to improve our systems between 22:00 (UK Time) Friday 6th November 2026 until 06:00 (UK Time) Saturday 7th November 2026 (we might need up to another 12 hours in case we overrun). We will be working on HVS. Service Service Impact Statement Order Submission via Business Zone Please don't try to submit orders between 22:00 (UK Time) 06/11/2026 until 06:00 (UK Time) 07/11/2026 Access to Business Portal for feature management Available KCI's KCI's maybe intermittent and delayed during the outage

components affected: IP Voice - HVS - Devices – under maintenance Nov 4, 2026 20:00 GMT maintenance – Hello, Just to make you aware we are planning to deploy a firmware update for Yealink T43U between 20:00 (UK Time) until 21:00 (UK Time) on Wednesday 4 November 2026. This will have no impact to service. Update Type: Firmware Delivery Method: Automatically via the HVS provisioning platform. Purpose: We are updating Yealink T43U VDM devices to firmware version 87.3. The firmware includes security fixes relating to web management access to the device and is being deployed to ensure devices remain on the recommended software level. Action Required: No manual intervention is needed if your devices are already registered with the WHC system. However, it is recommended to verify that your devices are connected to the network and properly registered. This will cause no issues with the operation of the phones during this time. Devices will update automatically on their polling day or after a reboot.

components affected: IP Voice - HVS - Devices – under maintenance Nov 2, 2026 20:00 GMT maintenance – Hello, Just to make you aware we are planning to deploy a configuration update for Yealink T46U and T48U on 2nd November 2026 between 8pm and 9pm. This will have no impact to service. Update Type: Configuration. Delivery Method: Automatically via the HVS provisioning platform. Purpose: We are enabling call recording status indicators and controls on Yealink T46U and T48U VDM devices. The devices will display the call recording status and controls appropriate for the current call recording state configured for the user in the VEL Business Portal. This provides clear visibility of recording status during a call and reduces the need to use Feature Access Codes (FACs) to start, stop, pause or resume call recording. Action Required: No manual intervention is required. Devices will receive the configuration update automatically through the provisioning platform. This change will not affect the normal operation of the phones. Devices will receive the update on their scheduled weekly polling day or following a reboot.

components affected: IP Voice - HVS - Portals – under maintenance Nov 1, 2026 00:00 GMT maintenance – Hello, Just to let you know, we will be carrying out necessary work to improve our systems between 00:00 (UK Time) until 06:00 (UK Time) Sunday 01 November 2026. We will be working on HVS. Service Service Impact Statement Order Submission via Business Zone Please don't try to submit orders between 00:00 (UK Time) until 06:00 (UK Time) 01/11/2026 Access to Business Portal for feature management Available KCI's KCI's maybe intermittent and delayed during the outage

components affected: IP Voice - HVS - Applications – under maintenance Oct 31, 2026 00:00 GMT maintenance – Hello, Please be advised that we will be carrying out planned works on the Call Analytics platform between 00:00 and 08:00 on 31st October. This will be the deployment of the latest OS security patches to the platform. For a period during this window, the Call Analytics portal may be inaccessible and data processing may be slightly delayed. .

components affected: IP Voice - HVS - Portals – under maintenance Oct 30, 2026 22:00 GMT maintenance – Hello, Just to let you know, we will be carrying out necessary work to improve our systems between 22:00 (UK Time) Friday 30 October 2026 until 06:00 (UK Time) Saturday 31 October 2026. We will be working on HVS. Service Service Impact Statement Order Submission via Business Zone Please don't try to submit orders between 22:00 (UK Time) Friday 30 October 2026 until 06:00 (UK Time) Saturday 31 October 2026 Access to Business Portal for feature management Available KCI's KCI's maybe intermittent and delayed during the outage

components affected: IP Voice - HVS - Applications – under maintenance Oct 29, 2026 22:00 GMT maintenance – Hello, Please be advised that we will be carrying out patching on the HVS Call recorder between 22:00 Thursday 29 October and 00:00 Friday 30 October. This patching activity will deploy fixes for the following issues: • Filtering on reports not taking effect • 500 Internal Error when bulk exporting csv files • 500 Internal Error when bulk downloading recordings For a period during this window, the Call Recording portal will be unavailable, and call recordings may be queued before appearing.

components affected: IP Voice - HVS - Portals – degraded performance Oct 29, 2026 12:01 GMT resolved – Hello, We’re pleased to confirm that the intermittent login issues on the BTWholesale portal have now been resolved. Thank you for your patience and understanding throughout this process. We’re sorry for any inconvenience this may have caused. Oct 29, 2026 10:10 GMT identified – Hello, BT support team have advised they are seeing intermittent login failures which may be preventing some customers accessing portal services required to manage customer orders. Users experiencing a login failure can reattempt login as a workaround. Investigations are currently ongoing and we will provide our next update within the next 2 hours, or sooner if more information becomes available. We sincerely apologise for any inconvenience this may be causing and appreciate your continued patience.

components affected: IP Voice - HVS - Devices – under maintenance Oct 26, 2026 20:00 GMT maintenance – Hello, Just to make you aware we are planning to deploy a configuration update for Yealink T43U and T34W between 20:00 (UK Time) until 21:00 (UK Time) on Monday 26th October 2026. This will have no impact to service. Update Type: Configuration Delivery Method: Automatically via the HVS provisioning platform Purpose: We are enabling call recording status indicators and controls on Yealink T43U and T34W devices. The devices will display the call recording status and controls appropriate for the current call recording state configured for the user in the VEL Business Portal. This provides clear visibility of recording status during a call and reduces the need to use Feature Access Codes (FACs) to start, stop, pause or resume call recording. Action Required: No manual intervention is required. Devices will receive the configuration update automatically through the provisioning platform. This change will not affect the normal operation of the phones. Devices will receive the update on their scheduled weekly polling day or following a reboot.

components affected: IP Voice - HVS - Devices – under maintenance Oct 22, 2026 20:00 BST maintenance – Hello, Just to make you aware we are planning to deploy a firmware update Yealink T46U Thursday 22nd October 2026 between 20:00 (UK Time) until 21:00 (UK Time). This will have no impact to service. Update Type Firmware Delivery Method: Automatically via the HVS provisioning platform Purpose: We are updating Yealink T46U VDM and T46U FS devices to firmware version 87.3. The firmware includes security fixes relating to web management access to the device and is being deployed to ensure devices remain on the recommended software level. Action Required: No manual intervention is needed if your devices are already registered with the WHC system. However, it is recommended to verify that your devices are connected to the network and properly registered. This will cause no issues with the operation of the phones during this time. Devices will update automatically on their polling day or after a reboot.

Oct 22, 2026 13:49 BST notification – Hello, We are aware of an ongoing issue that some users may be having regarding their Call Recording Archive Scheduler. Please check your Archive Scheduler is working as expected. If your checks show that your Archive Scheduler cannot be loaded, please follow the steps as detailed below. 1) Within 'site settings' of your browser while on the Archive Scheduler page, ensure permission to 'find apps on device' is set to 'Allowed'. 2) Uninstall the ClientService program from Control Panel > Programs and Features 3) Remove the "C:/CTI Group" directory 4) Install the ClientService 5) Ensure ClientService.exe is running in your Windows processes through Task Manager. 6) Navigate to the Call Recording portal, and under the ‘Options’ menu from the drop down in clear the 'Archive Service API Key' If you're still having issues following these steps, please follow the normal support process for further assistance.”. We apologise for any inconvenience that this may have caused.

components affected: IP Voice - HVS - Devices – under maintenance Oct 21, 2026 18:00 BST maintenance – Hello, Just to make you aware we are deploying a firmware update for Poly Edge and CCX devices between 18:00 and 21:00 (UK Time) on Wednesday 21 October 2026. This will have no impact to service. This firmware release delivers security updates, stability improvements, SIP and network enhancements, and fixes for several known issues. We are updating remaining Poly Edge devices to 8.6 and Poly CCX devices to 9.5 Devices Include • Edge 300 • Edge 320 • Edge 400 • Edge 500 • Edge 550 • CCX 500 • CCX 600 • CCX 700 Update Type: Firmware. Delivery Method: Automatically via the WHC provisioning platform. Action Required: No manual intervention is needed if your devices are already registered with the WHC system. However, it is recommended to verify that your devices are connected to the network and properly registered. This will cause no issues with the operation of the phones during this time. Devices will update automatically on their polling day or after a reboot.

Oct 20, 2026 12:49 BST resolved – The issue affecting access to giacom.com has now been resolved. Our third-party vendor has confirmed that the issue was caused by a power outage within their environment. Mitigation actions were implemented, and service has now been restored. The provider continues to work on restoring the remaining infrastructure components within their platform. Throughout the incident, there was no operational impact to partner services, and our support teams remained available as usual. We apologise for any inconvenience caused and thank our partners for their patience while this issue was resolved. Oct 20, 2026 12:20 BST investigating – We are aware of an issue currently affecting access to giacom.com, where users may encounter a 522 error when attempting to access the website. Our investigation has identified this as being related to a third-party service issue, and we are working closely with the affected provider to restore normal service as quickly as possible. There is no operational impact to partner services at this time. Partners can continue to access and manage their accounts through our Cloud Market portal. Our support teams remain available as usual and can be contacted on 0330 433 3888 should you require any assistance. We apologise for any inconvenience caused and will provide further updates as soon as more information becomes available.

components affected: IP Voice - HVS - Portals – degraded performance Oct 20, 2026 11:34 BST resolved – Hello, We are pleased to confirm that the Call Recording Portal on the HVS product is continuing to operate as expected following the resolution of the earlier issue. Monitoring of the platform has shown stable performance, and users should be able to access all portal functions and services without issue. Thank you for your patience and understanding while we worked to restore the service. Oct 19, 2026 16:30 BST monitoring – Hello, The issue affecting the Call Recording Portal on the HVS product has now been resolved. Following investigation and remedial work with our supplier, the portal is operating normally and users should be able to access all services as expected. We are continuing to closely monitor the platform to ensure stability and confirm that the fix remains effective. We apologise for any inconvenience caused and thank you for your patience while we worked to restore full service. Next update: 10:00 tomorrow, or sooner if there is any significant change in status. Oct 19, 2026 15:36 BST investigating – Hello, We continue to monitor the issue affecting the Call Recording Portal on the HVS product. The portal is currently accessible; however, users may experience inconsistent loading times and intermittent performance issues. We remain engaged with the supplier while investigations continue to determine the underlying cause and implement a permanent resolution. We appreciate your patience while this work is ongoing and apologise for any inconvenience caused. Next update: 17:00 today, or sooner if there is a significant change in status. Oct 19, 2026 13:13 BST investigating – Hello, We are currently aware of an issue with the Call recording portal on the HVS product not loading. We are investigating on priority and are working with the vendor on a resolution. We will provide a further update by 15.00 today Apologies for any inconvenience caused.

components affected: IP Voice - HVS - Devices – under maintenance Oct 19, 2026 20:00 BST maintenance – Hello, Just to make you aware we are planning to deploy a configuration update for Yealink T5 Series between 20:00 (UK Time) until 21:00 (UK Time) on Monday 19 October 2026. This will have no impact to service. Update Type: Configuration Delivery Method: Automatically via the WHC provisioning platform. Purpose: We are enabling call recording status indicators and controls on Yealink T5 series devices. The devices will display the call recording status and controls appropriate for the current call recording state configured for the user in the VEL Business Portal. This provides clear visibility of recording status during a call and reduces the need to use Feature Access Codes (FACs) to start, stop, pause or resume call recording. Devices Include: • Yealink T53 • Yealink T53W • Yealink T54W • Yealink T57W • Yealink T58W Action Required: No manual intervention is required. Devices will receive the configuration update automatically through the provisioning platform. This change will not affect the normal operation of the phones. Devices will receive the update on their scheduled weekly polling day or following a reboot.

components affected: IP Voice - HVS - Devices – under maintenance Oct 12, 2026 20:00 BST maintenance – Hello, Just to make you aware, there will be a configuration update for the Yealink T7,T8 and Poly Edge devices. The update will be implemented between 20:00 (UK Time) and 21:00 (UK time) on Monday 12th October 2026. We are enabling call recording status indicators and controls on Poly Edge and Yealink T7/T8 series devices. The devices will display the call recording status and controls appropriate for the current call recording state configured for the user in the VEL Business Portal. This provides clear visibility of recording status during a call and reduces the need to use Feature Access Codes (FACs) to start, stop, pause, or resume call recording. Action Required: No manual intervention is required. The devices will receive the configuration update automatically through the provisioning platform. This change will not affect the normal operation of the phones, Devices will update automatically on their polling day or after a reboot.