Incident Summary

Thursday 1st March 2018 - 1430 hrs

While a small number of calls continue to experience one way speech, most service has been restored. 4Com continues to work with our Supplier to ensure full restoration of service. During this time call services should be considered at risk until further notice.

Thursday 1st March 2018 - 1100 hrs

4Com support are working on a potential solution and we are seeing some improvement in call audio. We will continue to work on the solution and update further as soon as possible. Apologies again for any inconvenience caused.

Thursday 1st March 2018 - 0900 hrs

Issue: One-way audio on calls

Please be advised 4Com are aware of an issue affecting calls and audio for a large number of customers throughout the UK.

Customers may be experiencing 1 way audio where either you can hear the caller and they cannot hear you or vice versa.

4Com apologise for disruption caused. Rest assured all resources are being utilised on this issue and we provide a further update or full resolution as soon as possible

Fri 5th Jan 2018 - 1600

You may have heard this week about a vulnerability discovered in Intel and ARM microprocessors which can allow for private information such as passwords to be accessed. This is an industry-wide issue affecting the majority of CPU’s, including Windows and Apple devices.

Security updates are being created and released with urgency and we would like to encourage you to check and apply relevant, verified updates to your devices at the earliest opportunity.

Users of Windows 10 already have an update available as have many of Apple’s Operating Systems, with more to follow in the coming hours and days. Please check frequently to ensure your device is updated at the earliest opportunity.

Progress Details

Action Taken

Please see the action points in "Incident Summary" for more details on how we are handling this issue.

Network Status

From time to time there may be a loss or interruption to your service, however before you think that this might happen regularly, we would like to highlight that these incidents are few and far between. In most cases these are beyond our control and have either been a fault of a supplier or a wider problem on a national basis.

At 4Com we always like to be transparent and keep our customers informed about the issues that have arisen. We will tell you what steps are being taken to rectify the problem and what has been done to make sure it doesn’t happen again. For a majority of issues, we are pleased to say that they are rectified within the hour with full service being resumed quickly.

To keep you informed we have now have introduced a Network Status indicator that will highlight the current status of the telecoms provision provided by 4Com. This will be shown by using a traffic light system which can be found at the top of the home screen, the login page for 4Care Plus users and this page which goes into more specific detail:

GREEN Good status with no reported problems
AMBER Moderate status with isolated reports of problems
RED Poor status with widespread, nationwide problems

Should the service go into Amber or Red below you will see more detailed information relating to the issue and what areas of the country have been affected in the report shown below.