Sewan Live Belgium

[SEWAN] Unexpected disturbances - 18.04.2023 (UPDATE)

Sewan Live Belgium — Tue, 18 Apr 2023 06:30:00 +0000

Beginning: 18.04.2023– 08.30 AM Ending: 18.04.2023– 10.50 AM Impact: some internet line are down Dear customer, dear partner, We experienced partial disturbances on xDSL and FTTH internet access links. An overly restrictive security configuration in this infrastructure in some cases prevented recursive DNS servers from communicating with certain authoritative DNS servers to renew zone information after cache expiration. This created domain name resolution errors for CPEs trying to resolve the nomad.sewan.be record, which is needed to connect the L2TP tunnels of Draytek and Mikrotik CPEs. After changing security level on the recursive DNS server, the CPEs were able to resolve the L2TP endpoint again and reconnect. Sorry for the inconvenience this may have caused. Best regards; SEWAN technical team

[SEWAN] General information 30.03.2023

Sewan Live Belgium — Thu, 30 Mar 2023 08:45:00 +0000

UPDATE 31.03.23 - 8.49AM The cable cut has been fixed at 6.00AM today. --- Dear customer, dear partner, Proximus has recently informed us that they are suffering from a cable cut at Brussels Centenaire (CEN02) which may affect internet services in the area. SEWAN Technical Team

[SEWAN] Unexpected disturbances - 23.03.2023

Sewan Live Belgium — Thu, 23 Mar 2023 13:57:00 +0000

Beginning: 23.03.2023 – 2.57 PM Ending: 23.03.2023 – 8.35 PM Impact: general disturbance Dear customer, dear partner, A major network incident has severely degraded or cut off access to all Sewan services (Sophia, Voice, Internet access and Cloud services). The incident started at 2:57 pm and ended at 8:35 pm. The operational teams have identified and isolated the source of the incident in the core network. Services have been operational again since the end of the incident resolution. Considering the extent of the actions that have been carried out to identify the source of the incident, the verification of all the platforms will still require time and may generate side effects during the evening and the night. Actions in progress: Normalizing all network connections on all PA7 Datacenter equipment, throughout the evening to return to a nominal state. Control of all services to return to normal. Best regards; SEWAN technical team

[SEWAN] General information 28.02.2023

Sewan Live Belgium — Tue, 28 Feb 2023 11:00:00 +0000

Beginning: 28.02.2023 – 12.00 AM Ending: 28.02.2023 – 3.50 PM Impact: Execution of DID porting from Proximus impossible ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ UPDATE - 3.50 PM The situation has been restored at Proximus side. Porting are again possible. ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Dear customer, dear partner, Please note that Proximus noticed us that they are currently running into technical problems to accept and execute number porting. In consequence, we highly suggest you to postpone your inbound porting in case the donor is Proximus. This affects only Proximus numbers. Other donors are not concerned, and porting IN can be executed without any issue in this case. We will let you know when the situation will be back to normal. Best regards, SEWAN Technical Team

[SEWAN] Unexpected disturbances - 21.02.2022

Sewan Live Belgium — Tue, 21 Feb 2023 10:00:00 +0000

Beginning: 21.02.2023 – 11.00 AM Ending: 21.02.2023 – 11.30 AM Impact: long call setups Dear customer, dear partner, We experienced a problem with our node in Leuven. This had an impact mainly on outbound calls, expressing in long call setups. Problem was handled, initially by rerouting the calls, and the node was replaced by our team. ............................... Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 19.02.2022

Sewan Live Belgium — Wed, 15 Feb 2023 10:51:45 +0000

Beginning: 19.02.2022– 10.00 PM Ending: 20.02.2022 – 01.00 AM Internal ref: DTCAB-3624 Impact: reboot possible Dear customer, dear partner, Please note that our technical team will perform a maintenance on all Mikrotik (CCR1009 / HAPAC2) The goal of this operation is to move it to the Airdevices platform. During this timeframe, the CPE can reboot one time. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 15.02-2023

Sewan Live Belgium — Wed, 15 Feb 2023 07:50:00 +0000

Beginning: 15.02-2023 – 08.50 AM Ending: 15.02-2023 – 09.58 AM Impact: long connection times Dear customer, dear partner, This morning we suffered an outage on a node in Leuven, around 8h50, it took a few minutes for all the traffic to be redirected. We have replaced the node, and everything is back to normal since 9h58. ............................... Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 09.02.2023

Sewan Live Belgium — Thu, 09 Feb 2023 09:00:00 +0000

Beginning: 09.02.2023 - 10.00 AM Ending : 09.02.2023 - 10.30 AM Impact: call quality Dear customer, dear partner, We experience some issue on SBCNG (V5), our team is working on it. ............................... Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 03.02.2023

Sewan Live Belgium — Tue, 31 Jan 2023 09:15:07 +0000

Beginning: 03.02.2023 – 01.00 AM Ending: 03.02.2023 – 03.00 AM Internal ref: DTCAB-2393 Impact: downtime of 10 minutes expected Dear customer, dear partner, Please note that our technical team will perform a maintenance this Wednesday 03/02 at 1.00 AM which will end at 3.00 AM. The goal is to furtherimprove the redundancy of our infrastructure. During this timeframe, a downtime of maximum 10 minutes is expected. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 25.01.2023

Sewan Live Belgium — Thu, 19 Jan 2023 09:01:47 +0000

Beginning: 25.01.2023 – 01.00 AM Ending: 25.01.2023 – 03.00 AM Internal ref: DTCAB-2393 Impact: downtime of 10 minutes expected Dear customer, dear partner, Please note that our technical team will perform a maintenance this Wednesday 25/01 at 1.00 AM which will end at 3.00 AM. The goal is to furtherimprove the redundancy of our infrastructure. During this timeframe, a downtime of maximum 10 minutes is expected. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 09-01-2023

Sewan Live Belgium — Fri, 06 Jan 2023 23:00:00 +0000

Beginning: 07-01-2023 – 00.00 AM Ending: 11.01.2022 – 9.00 AM Impact: DATA can be blocked in roaming Dear customer, dear partner, Since this morning, some mobile lines are impacted by an issue on DATA roaming. Sessions can potentially be blocked. The problem is identified by Proximus, and will be solved ASAP. We apologize for the inconvenience this outage may cause. Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 05.12.2022

Sewan Live Belgium — Thu, 01 Dec 2022 14:31:11 +0000

Beginning: 05.12.2022 - 10.00 PM Ending: 08.12.2022 – 11.59 PM Internal ref: DTCAB-3447 Impact: reboot of Draytek 2765ac Dear customer, dear partner, To improve security and functionalities, all routers Draytek 2765ac will be updated. It will be done in 3 batches between 05/12 and 08/12 after 10PM. During this timeframe, the CPE will reboot, with an expected downtime of approximately 1 to 5 minutes. No intervention is needed from your side. All our updates are available here : https://live.sewan.be/ SEWAN Technical Team

[SEWAN] Technical maintenance - 14.12.2022

Sewan Live Belgium — Wed, 30 Nov 2022 08:10:09 +0000

Beginning: 14.12.2022 – 1.00 AM Ending: 14.12.2022 – 2.00 AM Internal ref: DTOPS-12600 Impact: Short disturbance on xDSL and FTTH lines Dear customer, dear partner, In order to keep increasing our Internet redundancy, please note that our technical team will perform maintenances on 14.12.2022 from 1.00 AM to 2.00 AM on our xDSL and FTTH infrastructure During this timeframe, a maximum of 15 minutes of disturbance can be foreseen. No intervention is needed from your side. SEWAN Technical Team

[SEWAN] General information - 18.11.2022

Sewan Live Belgium — Fri, 18 Nov 2022 07:30:00 +0000

Beginning: 18.11.2022 – 08.30 AM Ending: 18:11:2022 - 09.30 AM Impact: Call to mobile Dear customer, dear partner, We had troubles calling mobile numbers. The issue was found on a external route and adapted. Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 17.11.2022

Sewan Live Belgium — Thu, 17 Nov 2022 07:00:00 +0000

Beginning: 17.11.2022 – 08.00 AM Ending : 17.11.2022 - 03.30 PM Impact: Provisionning is delayed, no porting possible Dear customer, dear partner, Please be informed that we currently have issues with the Proximus provisioning. All porting are delayed. We apologize for the inconvenience this outage may cause. Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 17.11.2022

Sewan Live Belgium — Tue, 15 Nov 2022 11:18:54 +0000

Beginning: 17.11.2022 – 10:00 PM Ending: 18.11.2022 – 01:00 AM Internal ref: DTCAB-3417 Impact: none Dear customer, dear partner, Please note that our technical team will perform a maintenance on SEWAN DNS/TR069 routing. The goal of this project is to route the DNS/TR69 out of internet. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 03.11.2022

Sewan Live Belgium — Wed, 26 Oct 2022 08:58:19 +0000

Beginning: 03.11.2022 - 11.00 PM Ending: 04.11.2022 – 1.00 AM Internal ref: DTCAB-3363 Impact: reboot of Draytek 2765ac Dear customer, dear partner, To improve security and functionalities, the last batch of router Draytek 2765ac will be upgraded to the latest version 4.4.2_MDM3. During this timeframe, it will reboot, with an expected downtime of approximately 1-5 minutes. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 21.10.2022

Sewan Live Belgium — Thu, 20 Oct 2022 22:00:00 +0000

Dear customer, dear partner, Please be informed that Telenet (Group) informed us that as from 21/10/2022, they will protect its network and customers against incoming voice traffic with refiled CLI (Calling Line Identification), and will block such identified traffic from termination to the end user. In case some transit calls from your network towards Telenet fixed or mobile numbers are blocked after this date we invite you to check first that the CLI has not been changed or modified before contacting us. SEWAN Technical Team

[SEWAN] Technical maintenance - 26.10.2022

Sewan Live Belgium — Wed, 12 Oct 2022 13:24:49 +0000

Beginning: 26.10.2022 - 05.00 AM Ending: 26.10.2022 – 06.00AM Internal ref: DTCAB-3331 Impact: session pppoe restart Dear customer, dear partner, Our internet infrastructure will evolve and all lines (xDSL – FTTH) will be migrated from SSR to BNG. During this timeframe, the pppoe session will be renewed one time. No intervention is needed from your side. All our updates are available here : https://live.sewan.be/ Best regards, SEWAN Technical Team

[SEWAN] Technical maintenance - 17.10.2022

Sewan Live Belgium — Thu, 06 Oct 2022 11:44:00 +0000

Beginning: 17.10.2022 - 11.00 PM Ending: 18.10.2022 – 1.00 AM Internal ref: DTCAB-3287 Impact: reboot of Draytek 2765ac Dear customer, dear partner, To improve security and functionalities, a first batch of router Draytek 2765ac will be upgraded to the latest version 4.4.2_MDM3. During this timeframe, it will reboot, with an expected downtime of approximately 1-5 minutes. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 28.09.2022

Sewan Live Belgium — Wed, 28 Sep 2022 12:00:00 +0000

Dear customer, dear partner, Please note that we have been alerted about issues on Orange mobile network. At this stage, we do not know the scale of their issue. SEWAN Technical Team

[SEWAN] Unexpected disturbances - 22.09.2022

Sewan Live Belgium — Thu, 22 Sep 2022 06:00:00 +0000

Beginning: 22.09.2022 – 08.00 AM Ending : 22.09.2022 - 3.00PM Dear partners, Please note that the mobile provisioning system is severely degraded. Impacted services are the non-real time provisioning : new subscriptions, swap SIM, restriction, ... Root cause is identified at Proximus middleware and escalation process is in progress. We apologize for this inconvenience. Thank you for your patience. ............................... Best regards; SEWAN technical team

[SEWAN] General information 26.08.2022

Sewan Live Belgium — Wed, 24 Aug 2022 18:27:43 +0000

************ Nederlands ************ Beste klant, beste partner, Via deze weg brengen we u ervan op de hoogte dat heel ons team op vrijdag 26.08.22, 's middags van een momentje samen zal genieten. Daarom zal onze klantendienst die dag uitzonderlijk gesloten zijn vanaf 12.30 uur. Als u een nummeroverdracht of een andere onderwerp gepland heeft dat onze tussenkomst vereist op die dag, gelieve er dan voor te zorgen dat deze tijdig kunnen worden afgerond. Met dank voor uw vertrouwen en tot binnenkort. het Sewan Team. ************ Français ************ Cher client, cher partenaire, Veuillez noter que notre équipe va profiter d'un moment de convivialité ensemble le 26.08.22 en après-midi. Par conséquent, notre service clientèle sera exceptionnellement fermé à partir de 12h30 ce jour-là. Si vous avez prévu un portage de numéro ou toute autre action nécessitant notre intervention durant ce jour, veuillez svp vous assurer que celle-ci puisse être finalisée avant 12h30. Merci de votre confiance et à bientôt. L'équipe de Sewan. ************ English ************ Dear customer, dear partner, Please note that our team will enjoy a moment all together on Friday 26.08.22 in the afternoon. Therefore, our customer service will exceptionally close at 12.30 AM on that day. If you have planned number porting or any other action requiring our intervention during that day, please make sur it can be finalized before this time. Thank you for your trust and see you soon. The Sewan Team.

[SEWAN] Unexpected disturbances - 22.08.2022

Sewan Live Belgium — Mon, 22 Aug 2022 11:00:00 +0000

Beginning: 22.08.2022 – 09.00 AM Ending: 19.08.2022 – 13.30 AM Impact: no portability Dear customer, dear partner, On 22.08.22, Proximus informed us that all their MVNOs were impacted by a technical incident which occurred on their portabilities systems. All orders will be queued and treated once the systems are up and running again. Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 19.08.2022

Sewan Live Belgium — Fri, 19 Aug 2022 07:00:00 +0000

Beginning: 19.08.2022 – 09.55 AM Ending: 19.08.2022 – 10.14 AM Impact: Mobile service degraded Dear customer, dear partner, On 19.08.22, Proximus informed us that all their MVNOs were impacted by a technical incident which occurred on their mobile systems. The interruption was brief (< 20 minutes) Please find below their last communication : * SUMMARY We hereby confirm that the services are restored and fully working again. We will monitor closely in the next hours. Please inform us if you experience any unusual service behaviour. * Next steps: We will provide you with a detailed RCA as soon as possible. We apologize for this inconvenience. Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 15.07.2022

Sewan Live Belgium — Fri, 15 Jul 2022 16:40:00 +0000

Beginning: 15.07.2022 - 6.40PM End : 15.07.2022 - 7.29PM Impact: mobile service degradated Dear customer, dear partner, Please note that our mobile service is currently experiencing connectivity issues. Proximus team has been already informed and is currently investigating the root cause. According to our current information, the problem is general and does not concern only Sewan network. Scarlet network might be impacted too. More info soon. ————————— UPDATE 7.29 PM The situation seems to be back to normal. We remain vigilant until official confirmation ————————— UPDATE 7.55 PM Proximus officially confirms that situation is back to normal. All of their MVNOs were impacted. They did confirm that : « server will be monitored this night ». An incident report will be received from them next week. In case you want more information, please contact us. Best regards, SEWAN technical team

[SEWAN] Technical maintenance - 13.07.2022

Sewan Live Belgium — Mon, 11 Jul 2022 11:43:55 +0000

Beginning: 13.07.2022– 10.00 PM Ending: 13.07.2022 – 11.30 PM Internal ref: DTCAB-10307 Impact: no impacted expected Dear customer, dear partner, Please note that our technical team will perform a maintenance on Radius server to increase redundancy. No impact is expected during this intervention. No intervention is needed from your side. Best regards, SEWAN technical team

[SEWAN] Unexpected disturbances - 29.06.2022

Sewan Live Belgium — Thu, 30 Jun 2022 10:01:00 +0000

Beginning: 29.06.2022 End : 30.06.2022 Impact: mobile port-in blocked Dear customer, dear partner, All port-in for non Proximus Msisdn ranges are for the moment blocked on provisioning side. Proximus is investigating. Best regards, SEWAN technical team

[SEWAN] Technical maintenance - 04.07.2022

Sewan Live Belgium — Wed, 29 Jun 2022 11:08:16 +0000

Beginning: 04.07.2022 – 11.00 PM Ending: 05.07.2022 – 3.00 AM Internal ref: DTCAB-2366 Impact: maximum of 5 consecutive minutes of instability or downtime on internet access and voip services. Dear customer, dear partner, In order to keep increasing our Internet redundancy, please note that our technical team will perform maintenances on 04.07.2022 from 11.00 PM to 05.07.2022 3.00 AM on our internet access and voip services. During this timeframe, a maximum of 5 minutes of instability or downtime is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 14.06.2022

Sewan Live Belgium — Mon, 13 Jun 2022 07:00:00 +0000

Beginning: 13.06.2022 – 9.00 AM Ending: ongoing Impact: Disturbance on Proximus Eligibility Dear partner, Please note that since 13.06.2022, Proximus experiences disturbances on their xDSL/FTTH eligibility platform. Consequently, our eligibility tool is currently not functioning correctly. An incident ticket has been created. We are currently waiting for the feedback on TTR. Best regards SEWAN Technical Team

[SEWAN] Technical maintenance - 14.06.2022 -> 16.06.2022

Sewan Live Belgium — Sun, 29 May 2022 16:14:22 +0000

Beginning: 14.06.2022 – 11.00 PM Ending: 16.06.2022 – 04.00 AM Impact: Mobile service disturbances during the nights Dear customer, dear partner, Please note that our technical team will perform an important migration on the mobile platform that will generate two important maintenances in June 2022: • The first one will take place from Tuesday the 14th of June 2022, 11.00 PM to Wednesday, the 15th of June 2022, 3.00 AM. During this timeframe, due to minor interruptions, session drop could happened for voice, SMS/MMS and data, but be resolved on retry. • The second one will take place from Wednesday, the 15th of June 2022, 11.00 PM to Thursday, the 16th of June 2022, 4.00 AM. During this timeframe, some call attempts failure or session drop can be experienced (voice, SMS/MMS and data). No intervention is needed from your side. As consequences, your Sewan services can be potentially affected. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 28.04.2022

Sewan Live Belgium — Wed, 27 Apr 2022 15:23:55 +0000

Beginning: 28.04.2022 – 10.00 PM Ending: 28.04.2022 – 11.00 PM Internal ref: DTCAB-2803 Impact: cut of 1 minute on xDSL service Dear customer, dear partner, Following the incident that occurred on part of our xDSL services last week, please note that our technical team will perform a maintenance on 28.04.2022 on our Brussels infrastructure. During this timeframe, a maximum of 1 minute of downtime is foreseen. You may therefore receive monitoring alerts. As a result, this intervention will allow us to add more redundancy on our Leuven infrastructure, so that another incident as we experienced will no longer have any impact on your services. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 19.04.2022

Sewan Live Belgium — Tue, 19 Apr 2022 12:00:00 +0000

Beginning: 19.04.2022 – 14:00 PM Ending : 21.04.2022 - 12:30 AM Impact: instability on some access links Dear customer, dear partner, Since yesterday we have been experiencing instability on some access links. Our teams are actively working to resolve the issue. Best regards, SEWAN technical team

[SEWAN] General information 12.04.2022

Sewan Live Belgium — Tue, 12 Apr 2022 12:00:00 +0000

Beginning: 12.04.2022 – 2.00 PM Ending: 12.04.2022 – 3.15PM Impact: Disturbance accessing to sophia.sewan.be Dear partner, You have tried to connect to your Sophia account but can't? Don't worry, we are here for you! Sophia is currently evolving to simplify your life thanks to unified access in order to access all Sewan platforms with a single password. To connect to Sophia with your current credentials, click on the "Classic connection" button. Still having trouble logging in? Don't panic, we are currently working on resolving some rare access issues. More information will be sent to you soon to activate your OnePass account. SEWAN Technical Team

[SEWAN] Technical maintenance - 30.03.2022

Sewan Live Belgium — Tue, 29 Mar 2022 16:57:00 +0000

Beginning: 30.03.2022 – 10.00 PM Ending: 31.03.2022 – 00.30 AM Internal ref: DTCAB-2722 Impact: None Dear customer, dear partner, Please note that our technical team will perform a maintenance during the above time slot to migrate VLAN management services. During this timeframe, no imapct is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 29.03.2022

Sewan Live Belgium — Mon, 28 Mar 2022 16:58:38 +0000

Beginning: 29.03.2022 – 01.00 AM Ending: 29.03.2022 – 06.00 AM Internal ref: DTCAB-2731 and DTCAB-2733 Impact: None Dear customer, dear partner, Following the disturbances of this morning, please note that our technical team will perform a maintenance on 29.03.2022 from 1.00 AM to 6.00 AM on our Leuven infrastructure. During this timeframe, no outage is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 28.03.2022

Sewan Live Belgium — Mon, 28 Mar 2022 08:22:00 +0000

Beginning: 28.03.2022 – 10.22 AM Ending: 28.03.2022 – 10.55 AM Impact: Calls disturbances Dear customer, dear partner, From 10.22 AM till 10.55 AM this morning, we experienced network issues on one of our datacenter, which has affected 50% of our VoIP calls, with calls not ending correctly, short calls or calls cut off after 30 sec. The source of the problem has been identified, and we are working with our Data Center engineering team to understand what happened. *************************** UPDATE 11.16 AM The machines are coming back. They have been isolated until our team has confirmed the source of the problem. *************************** Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 22.02.2022

Sewan Live Belgium — Mon, 21 Feb 2022 13:12:45 +0000

Beginning: 22.02.2022 – 01.00 AM Ending: 22.02.2022 – 04.00 AM Internal ref: DTCAB-2623 + DTCAB-2624 Impact: 30 minutes of VoIP services unavailable Dear customer, dear partner, This morning, one of our core switches experienced disturbances. This resulted in parts of our network intermittently and briefly losing connectivity, this could be experienced by troubles registering on V1 and V2 voice platforms. Also, call quality was impaired. Our network team took needed actions, and is preparing a network maintenance tonight to prevent this issue from happening in the future. Also, please note that our technical team will perform a maintenance tonight, on the 22nd of February 2022 from 1.00 AM to 4.00 AM. During this timeframe, a full unreachability of our voice services is foreseen, for a maximum of 30 consecutive minutes. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 26.02.2022

Sewan Live Belgium — Wed, 16 Feb 2022 17:39:30 +0000

Beginning: 26.02.2022 – 00.01 AM Ending: 26.02.2022 – 01.30 AM Internal ref: DTCAB-2609 Impact: few seconds of packet loss Dear customer, dear partner, Following our previous maintenance communication, please note that our technical team will perform a maintenance on the 26th of February 2022 from 0.01 AM to 01.30 AM. During this timeframe, you may experience few seconds of packet loss on internet services only. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 23.02.2022

Sewan Live Belgium — Wed, 16 Feb 2022 17:37:11 +0000

Beginning: 23.02.2022 – 00.01 AM Ending: 23.02.2022 – 06.00 AM Internal ref: DTCAB-2586 + 2626 Impact: up to 1 hour of internet and VoIP disturbances Dear customer, dear partner, Following our previous maintenance communication, please note that our technical team will perform a maintenance on the 23rd of February 2022 from 0.01 AM to 6.00 AM. During this timeframe, you may experience up to 1 hour of degraded services on internet links and VoIP services. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 18.02.2022

Sewan Live Belgium — Mon, 14 Feb 2022 09:25:19 +0000

Beginning: 18.02.2022 – 01.00 AM Ending: 18.02.2022 – 07.00 AM Internal ref: DTCAB-2605 Impact: A maximum of 1 hour of VoIP services degraded Dear customer, dear partner, Following our previous maintenance communication, please note that our technical team will perform a maintenance on the 18th of February 2022 from 1.00 AM to 7.00 AM. During this timeframe, you may experience up to 1 hour of degraded services on VoIP services. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 10.02.2022

Sewan Live Belgium — Mon, 07 Feb 2022 17:21:03 +0000

Beginning: 10.02.2022 – 06.00 AM Ending: 10.02.2022 – 07.00 AM Internal ref: DTCAB-2560 Impact: A maximum of 10 minutes of packet loss on xDSL and FTTH can be foreseen Dear customer, dear partner, In order to reinforce our xDSL and FTTH infrastructure, please note that our technical team will perform a maintenance on the 10th of February 2022 from 6.00 AM to 7.00 AM. During this timeframe, you may experience up to 10 consecutive minutes of packet loss impacting only Internet Access links which use more than 600 Mbps. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 02.02.2022

Sewan Live Belgium — Wed, 02 Feb 2022 09:15:00 +0000

Beginning: 02.02.2022 – 10.15 AM Ending: unknown Impact: OVH voice services down Dear customer, dear partner, Please note that our alerting systems noticed that OVH was having issues on their VoIP services. OVH already communicated on their website : https://web-cloud.status-ovhcloud.com/incidents/zqwzpn23ljwd SEWAN Technical Team

[SEWAN] Technical maintenance - 12.02.2022

Sewan Live Belgium — Tue, 01 Feb 2022 10:14:48 +0000

Beginning: 12.02.2022 – 01.00 AM Ending: 12.02.2022 – 07.00 AM Internal ref: DTCAB-2564 + DTCAB-2573 Impact: Cut of BGP peering. Disturbance on overall Internet Access and VoIP network Dear customer, dear partner, Please note that our technical team will perform three important maintenances in February 2022 on our core Network. The second and third one will take place on Saturday the 12th of February 2022 at 1.00 AM. These maintenances haves for main objective to improve the geographical redundancy of our core network. During this timeframe, a maximum of 3 consecutive time slot of 15 minutes of downtime is foreseen, impacting both our VoIP services as well as our xDSL, FTTH and Fiber services. As consequences, your Sewan services will be affected. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 28.01.2022

Sewan Live Belgium — Fri, 28 Jan 2022 14:21:00 +0000

Beginning: 28.01.2022 – 3.21 PM Ending: 28.01.2022 – 4.04 PM Impact: V1 sip platform unreachable Dear customer, dear partner, Please note that our "V1" platform https://web.sewan.be suffered from a Data Base issue, which caused performance outage from 3.21 PM to 4.04 PM today. The root cause of the problem has been identified and fixed by our engineers. Please accept our apologize for the trouble this may have caused. Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 05.02.2022

Sewan Live Belgium — Wed, 26 Jan 2022 16:11:56 +0000

Beginning: 05.02.2022 – 01.00 AM Ending: 05.02.2022 – 06.00 AM Internal ref: DTCAB-2548 Impact: Cut of BGP peering. Disturbance on overall Internet Access and VoIP network Dear customer, dear partner, Please note that our technical team will perform three important maintenances in February 2022 on our core Network. The first one will take place on Saturday the 5th of February 2022 at 1.00 AM. These maintenances haves for main objective to improve the geographical redundancy of our core network. During this timeframe, a maximum of one consecutive hour of downtime is foreseen, impacting both our VoIP services as well as our xDSL, FTTH and Fiber services. As consequences, your Sewan services will be affected. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 26.01.2022

Sewan Live Belgium — Wed, 26 Jan 2022 07:00:00 +0000

Dear customer, dear partner, Please be informed that Proximus is experiencing issues with their emails @proximus.be and @skynet.be If you are using such services, please make sure your mailbox is fully functional. SEWAN Technical Team

[SEWAN] Technical maintenance - 20.01.2022

Sewan Live Belgium — Thu, 13 Jan 2022 17:14:10 +0000

Beginning: 20.01.2022 – 11.45 PM Ending: 21.01.2022 – 01.30 AM Internal ref: DTCAB-2449 Impact: Disturbance of a maximum of 5 minutes of telephony Dear customer, dear partner, Please note that our technical team will perform a maintenance on the night of Thursday the 20th of January 2022, which will end at 1.30 AM the next morning. During this timeframe, you may experience a maximum of 5 minutes of disturbances on your telephony systems. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 13.01.2022

Sewan Live Belgium — Thu, 13 Jan 2022 14:22:00 +0000

Beginning: 13.01.2022 – 3.22 PM Ending: 13.01.2022 – 3.40 PM Impact: Call disturbances Dear customer, dear partner, On 13.01.22 at 3.17 PM, our voice network handled a huge and unexpected amount of outbound calls which were providing from several sources, generating several thousands of CAPS (Call Attempt Per Second). Despite our security mechanism immediately triggered, the behavior kept going on for long, which started to impact our Voice servers at 3.22 PM. Source of unexpected calls were immediately discovered by our engineers, and were temporarily banned. Situation went back to normal at 3.40 PM. In order to prevent this from happening in the future, our team improved the above-mentioned mechanism by limiting the number of CAPS per IP address by 100 every 5 seconds, after what the IP address will be temporarily banned. Best regards SEWAN Technical Team

[SEWAN] General information 24.12.2021

Sewan Live Belgium — Mon, 20 Dec 2021 18:11:36 +0000

Beginning: 24.12.2021 – 12.30 AM Ending: 24.12.2021 – 5.00 PM Impact: Customer Care closed Dear customer, dear partner, Please note that our office will exceptionally be closed on 24th of December 2021 at 12.30 AM We will be pleased to welcome your calls again as from 27.12.2021 at 9.00 AM. Best wishes for 2022 !! SEWAN Team

[SEWAN] Technical maintenance - 17.12.2021

Sewan Live Belgium — Fri, 10 Dec 2021 14:14:01 +0000

Beginning: 17.12.2021 – 1.00 AM Ending: 17.12.2021 – 4.00 AM Internal ref: DTCAB-2437 Impact: 10 minutes downtime on xDSL and FTTH lines Dear customer, dear partner, In order to keep increasing our Internet physical redundancy, please note that our technical team will perform maintenances on 17.12.2021 from 1.00 AM to 4.00 AM on our xDSL and FTTH infrastructure. During this timeframe, a maximum of 10 minutes of downtime is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 10.12.2021

Sewan Live Belgium — Fri, 10 Dec 2021 09:58:00 +0000

Dear customer, dear partner, We would like to inform you that mobile customers are being targeted by cybercriminals. These cybercriminals attempt to obtain access to personal data by installing a piece of malware on the End-User device. Besides the "usual" SIMbox, FluBot malware is currently very active. It spreads via SMS through contacts on the infected phone, with the ultimate goal to steal bank details and passwords from their devices. How does it work? FluBot pulls off a rather audacious bluff by warning users that they have been infected by… FluBot. It offers to install a (fake) security update to "protect" the user from FluBot. The malware goes so far as to explain how to disable the phone's security to install the fake update. As from the moment the fake security update is installed, the malware actually infects the device. In case you experience such practice, please immediately report to our support team. SEWAN Technical Team

[SEWAN] General information 07.12.2021

Sewan Live Belgium — Tue, 07 Dec 2021 10:00:00 +0000

Beginning: 07.12.2021 – 11.00 AM Ending: 07.12.2021 – 4.35 PM Impact: Telenet porting impossible UPDATE : situation fixed at 4.35 PM Dear customer, dear partner, Please note that Telenet informed us that part of their systems were down. Consequently, no porting from Telenet is possible at the moment No ETA has been communicated at this stage. SEWAN Technical Team

[SEWAN] Technical maintenance - 09.12.2021

Sewan Live Belgium — Thu, 02 Dec 2021 15:57:16 +0000

Beginning: 09.12.2021 – 1.00 AM Ending: 09.12.2021 – 3.30 AM Internal ref: DTCAB-2379 + DTCAB-2404 + DTCAB-2394 Impact: Short disturbances on xDSL and FTTH lines Dear customer, dear partner, In order to keep increasing our Internet redundancy, please note that our technical team will perform maintenances on 09.12.2021 from 1.00 AM to 3.30 AM on our xDSL and FTTH infrastructure. During this timeframe, a maximum of 5 minutes can be foreseen. No intervention is needed from your side. SEWAN Technical Team

[SEWAN] General information 24.11.2021

Sewan Live Belgium — Wed, 24 Nov 2021 13:00:00 +0000

Beginning: 24.11.2021 – 2.00 PM Ending: 24.11.2021 – 5.15 PM Impact: Porting from/to Destiny impossible Dear customer, dear partner, Please note that Destiny is running into trouble with their porting tool. Consequently, no more porting can be operated from/to Destiny at this moment. Please find below their official communication : ************************ We currently have an issue with our number porting tool and are in System down. We will send the ready messages as soon as possible. Our apologies for the inconvenience caused. Kind regards, ************************ SEWAN Technical Team

[SEWAN] Technical maintenance - 02.12.2021

Sewan Live Belgium — Wed, 24 Nov 2021 11:49:45 +0000

Beginning: 02.12.2021 – 1.00 AM Ending: 03.12.2021 – 4.00 AM Internal ref: DTCAB-2379 + DTCAB-2382 + DTCAB-2387 Impact: Short disturbances on xDSL and FTTH lines Dear customer, dear partner, In order to increase our Internet redundancy, please note that our technical team will perform three maintenances on 02.12.2021 from 1.00 AM to 4.00 AM, and on 03.12.2021 from 1.00 AM to 4.00 AM on our xDSL and FTTH infrastructure. On 02.12.2021 from 1.00 AM to 4.00 AM, the lines may suffer from packets loss for a maximum of 20 minutes. On 03.12.2021 from 1.00 AM to 4.00 AM, the lines may suffer from a disconnection of maximum 5 minutes. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 17.11.2021 + 18.11.2021

Sewan Live Belgium — Wed, 10 Nov 2021 15:16:37 +0000

Beginning: 17.11.2021 – 09.00 PM Ending: 19.11.2021 – 01.00 AM Internal ref: DTCAB-2341 Impact: Cut of Proximus internet lines for 3 to 5 minutes Dear customer, dear partner, Please note that our technical team will perform two maintenances on 17.11.2021 from 9.00 PM to 1.00 AM, and on 17.11.2021 from 9.00 PM to 1.00 AM. During these two timeframes, all our internet access links will experience a brief disconnection of 2 to 5 minutes maximum. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 28.10.2021

Sewan Live Belgium — Thu, 28 Oct 2021 12:00:00 +0000

Beginning: 28.10.2021 Ending: 29.10.2021 Impact: mobile voicemail quality issue Dear customer, dear partner, Since today, we experience bad audio quality when calling our mobile voicemail. Proximus is informed and is currently investigating this matter Best regards; SEWAN technical team

[SEWAN] General information 21.10.2021

Sewan Live Belgium — Wed, 20 Oct 2021 12:07:08 +0000

Beginning: 21.10.2021 – 11.00 AM Ending: 22.10.2021 – 9.00 AM Impact: No porting IN & OUT with Proximus possible during this timeframe Dear customer, dear partner, Please note that Proximus has communicated to all carriers that their porting department will not be available the whole day of the 21th of October 2021, and therefore no porting IN or OUT will be possible on this day. SEWAN Technical Team

[SEWAN] General information 13.10.2021

Sewan Live Belgium — Wed, 13 Oct 2021 07:27:00 +0000

Beginning: 13.10.2021 – 09.27 AM Ending: 13.10.2021 – 10.46 AM Impact: OVH down Dear customer, dear partner, Please note that since 9.27AM this morning, we noticed that OVH is encountering issues of reachability, both on VoIP and websites. Situation seems to be back to normal at 10.46AM. SEWAN Technical Team

[SEWAN] General information 04.10.2021

Sewan Live Belgium — Mon, 04 Oct 2021 15:36:00 +0000

Beginning: 04.10.2021 – 5.35 PM Ending: on going Impact: Internet disturbances Dear customer, dear partner, Since 5.35PM today we noticed huge disturbances in our overall internet services. We have been noticed that Facebook, Whatsapp and Instagram are running into troubles too. At this moment, we cannot confirm the reliability of these information. SEWAN Technical Team

[SEWAN] General information 23.09.2021

Sewan Live Belgium — Thu, 23 Sep 2021 14:57:00 +0000

Dear customer, dear partner, As some of you unfortunately already experienced, recent changes are causing troubles for Luxemburgish VoIP terminating to end properly with Luxemburgish CLI. After several investigations through multiple international carriers, we could discover that a general call barring have been applied by these carriers to not allow calls from Luxembourg to Luxembourg to go through a non-Luxembourgish network. This results that calls issued with Luxembourgish number to a Luxembourgish number will no longer be possible if they are transiting through a non-Luxembourgish carrier, while calls issued with a Belgian number to a Luxembourgish number will perfectly work. The legal explanation received is the following : “Direct suppliers advised that they observed massive spam calls from different rotative fakes numbers starting with different Luxembourgish prefixes like +352 3xx xxx or +352 9xxxx therefore a blocking has been implemented. Also, they advised that calls from Luxembourg with Luxembourgish fixed A-numbers should not be routed via international carriers due to spam and fake call situation.” After multiple exchanges, we can confirm that at no moment we, Sewan, is responsible of this situation, but is a victim of it. As we think this situation is a completely non sense, we are at this very moment trying to find a practical way to work with our suppliers in order to allow our legitimate traffic. At this moment, we cannot confirm that we will find a commercial agreement. Please note that this situation is general and affect the major international carriers with whom we work. Sewan Team

[SEWAN] Unexpected disturbances - 15.09.2021

Sewan Live Belgium — Wed, 15 Sep 2021 08:11:00 +0000

UPDATE - FIXED on 19.09.2021 Beginning: 15.09.2021 – 10.11 AM Ending: 19.09.2021 Impact: Degradation of Luxembourg terminating Dear customer, dear partner, since 10.11AM today, we experience partial terminating outage to Luxembourg. After investigation, we can confirm that several terminating local carriers are having the same issue. They are currently investigating to fix it. Their last feedback at 11.05AM on 16.09.21 is: *We kept this ticket open and are actively pushing for a solution. We will inform you as soon as we receive an update from our supplier. Once the issue is solved we’ll monitor the performance to ensure sustained long-term quality.* No ETA has been communicated at this stage. Sewan Technical Team

[SEWAN] Unexpected disturbances - 17.08.2021

Sewan Live Belgium — Tue, 17 Aug 2021 07:02:00 +0000

Beginning: 17.08.2021 – 9.02 AM Ending: 17.08.2021 – 2.47 AM Impact: Degradation of mobile service -------------------------- UPDATE ***** 24.08.2021 – 5.00 PM Please find below the full incident report received by Proximus. Executive summary - On Tuesday 17/08/2021 at 08h55, Sewan MVNO’s end-user were unable to make calls from Belgium to Belgium and when roaming abroad. Customer impact - End users were not able to make outgoing calls from 08h55 until 14h45 from Belgium to Belgium and calls in Roaming Usage type not impacted by the issue: - Outgoing calls from Belgium to international destination - Outgoing calls to the voice mail - Call forward to the Voice mail - Incoming calls - SMS traffic - DATA traffic Detail affected customers - In total, 3684 call attempts were unable to be performed Detailed Timing - 08h55: First unsuccessful call detected on the platform - 09h00: Email sent by Sewan to our Operational support -> quick reaction by the partner - 10h09: Email escalated to the SUPPLIER support team and Proximus Mobile Engineering SPOC - 10h17: Email answered by SUPPLIER support team -> quick reaction - 11h45: Usage monitoring Voice disable for all contacts but not solving the issue - 13h30: Fall-back plan scenario discussed with technical team to unlock the situation and have a B Plan to allow the calls from Sewan end users, waiting final fix on the SUPPLIER platform - 13h38: Service usage monitoring Voice was completely removed, and all rules still present in the table were cleaned - 14h18: Fall-back plan analyzed by technical SPOC in view of possible implementation. Difficult part was to apply the fall-back only on the Sewan sub IMSI range. - 14h45: Unused regions were fully cleaned on SUPPLIER side and alarms stopped - 14h54: SUPPLIER support confirmed changes applied and issue to be solved -> last alarm raised at 14h49, as from 14h50, impact was cleared out - 14h58: fall-back plan ready for implementation by Ops team (but in the meantime, issue also solved on the SUPPLIER platform, so implementation was stopped) Root cause - The root cause for the issues was that a region was deleted that was still in use for a specific sum plan. With Service Usage Monitoring enabled, and full authorization for the session in question, SUPPLIER platform performs the SUM check to verify whether the subscriber, who requests services, needs to be monitored. - This SUM check happens before the connection with the other party is established - The service usage monitoring rule with region 16 was still existing in the table. - But due to the missing region, the authorization of the session could not be completed and hence the session was rejected. Future actions - Improve ticket creation and prioritization. In case of service interruption impacting all customers, L1 ticket should be created. Light MVNO could call the ICT desk after creation to get ticket prioritized on L1, high priority. Process improvement will be taken up by a process manager. - When a big update is needed on the setup/config, ChangeRequest will be created on SUPPLIER side to analyze the changes and possible impact on the platform => small impact on implementation time At SUPPLIER, a change request is raised to modify the logic in such a way that a delete of the region should be interrupted if it is in use in any configuration. ( Database modification: Foreign Key Constraint) Complete Fall-back plan description will be created so everybody knows how to implement on a very quick mode (Sub IMSI only) - Feedback loop towards partner has been inefficient or even absent. A process will be set-up in place with 1 main escalation/operational manager to handle the communication towards external partners. This will allow operational team to focus on resolution while providing live status to operational manager for communication purpose. -------------------------- UPDATE ***** 17.08.2021 – 3.30 PM Please note that the mobile service has been successfully restored by Proximus at 2.47PM today. The situation is still in investigation. -------------------------- Dear customer, dear partner, since 9.02AM today, we experience partial outage on our mobile service. This results that all outbound calls to Belgian numbers are not working. 3G, 4G, 5G, SMS/MMS, inbound calls and international calls are working fine. After investigation, we can confirm that Proximus is responsible for this outage, and are putting all necessary efforts to solve their issue. At this moment, all our team is mobilized to support them in their fast resolution. No ETA has been communicated at this stage. Our apologies for any inconvenience this may have caused.

[SEWAN] General information 16.07.2021

Sewan Live Belgium — Fri, 16 Jul 2021 12:24:00 +0000

Beginning: 16.07.2021 – 10.25 AM Ending: 16.07.2021 – 12.55 AM Impact: Luxembourg disturbances Dear customer, dear partner, One of our supplier is currently investigating a network outage in Luxembourg and is working on a quick resolution. SEWAN Technical Team

[SEWAN] Technical maintenance - 07.07.2021

Sewan Live Belgium — Wed, 07 Jul 2021 08:29:03 +0000

Beginning: 07.07.2021 – 10.00 PM Ending: 08.07.2021 – 1.00 AM Internal ref: DTCAB-2012 Impact: none Dear customer, dear partner, Please note that our technical team will perform a maintenance on 07.07.2021 as from 10.00 PM on International private peering links, both between Belgium and France and Germany and France. The goal of this maintenance is to optimise and normalize timers in order to reduce convergence. During this timeframe, no impact is foreseen. Calls routers over France may be interupted. New call attempts will work perfectly. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 30.06.2021

Sewan Live Belgium — Wed, 30 Jun 2021 12:37:00 +0000

Beginning: 30.06.2021 – 2.37 PM Ending: 30.06.2021 – 2.41 PM Impact: V5 traffic disturbances Dear customer, dear partner, We experienced a breif overload on incoming sip messages, which made the processing of sip messages slower, with a maximum measured delays upto 7 seconds in signalling. A backup service took over the load, which restored normal functioning of the service. In order to permanently fix this issue, we are planning both with our vendors several upgrades of our software, among others : Kamailio 5.5.0, Freeswitch 1.10.6 and rtpengine 10.0 Please remain certain that we take this matter seriously. Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 29.06.2021

Sewan Live Belgium — Tue, 29 Jun 2021 21:22:00 +0000

Beginning: 29.06.2021 – 11.22 PM Ending: 29.06.2021 – 11.37 PM Impact: Voice IN/OUT disturbances on V5 Dear customer, dear partner, as from 11.22PM, we got alerted that some of our VoIP machines got overloaded on our SBCng plateform. Problem was fixed at 11.37PM. Further Investigations are on going. Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 18.06.2021

Sewan Live Belgium — Fri, 18 Jun 2021 08:37:00 +0000

Beginning: 18.06.2021 – 10.37 AM Ending: 18.06.2021 – 10.48 AM Impact: V5 packloss and lose of registration Dear customer, dear partner, We experienced today 11 minutes of problems with an RTP media gateway. There were scenario’s in which a loop was not detected, which resulted in quickly growing rtp stream. This could quickly be resolved case-by-case, by finding the culprit stream and kill it. Yet, this was not a long term solution, as it gave unexpected issues on the platform, like slow responses on SIP messages. While debugging this, the quickest way to come back to a full resolution, was a restart of the registrar, which broke sip registration for a brief period of time. (until next registration) With the software team of this product, we were able to receive an updated version ending of last week, which was rolled out on one gateway so far. The first results are very promising, the loops do not occur. We are planning to upgrade all our media gateways to this version. Our apologies for the inconvenience. Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 10.06.2021

Sewan Live Belgium — Thu, 10 Jun 2021 12:36:00 +0000

Beginning: 10.06.2021 – 2.36 PM Ending: 10.06.2021 – 5.30 PM Impact: Degradation of overall voice quality Dear customer, dear partner, since 2.36PM today, we experienced iterative problems in reachability and packetloss. This resulted for some customers which were routed to us over several IP Transit providers in calls being cut, registrations being lost and bad quality in the calls. After checking with two of these carriers, the problems were confirmed to find their origin in Packetloss in one of the major backbones in Brussels, due to a very high volume of traffic they had to cope with. At 5.30PM, we were informed the problems were totally resolved at their side. Our apologies for any inconvenience this may have caused. Best regards; SEWAN technical team

[SEWAN] General information 07.06.2021

Sewan Live Belgium — Mon, 07 Jun 2021 01:15:00 +0000

Beginning: 07.06.2021 – 03.15 AM Ending: 07.06.2021 – 02.00 PM Impact: Mobile 4G (LTE) unavailable - National Dear customer, dear partner, Since 03.15 AM this morning, we have been alerted that a general failure on Proximus mobiel network affect the 4G coverage. An intervention on a PE router, caused a service interruption for mobile voice and mobile data on 4G on 07/06 at 03:15. All mobile phones were able to connect to 2G and 3G as fall back. Impact is gradually clearing since 06:00 as users are reconnecting to 4G. Proximus expert teams are assuring technical aftercare. No further impact is expected. In the event that one of your customers cannot reconnect to 4G, please advise to put the mobile phone on flight mode and to reconnect. SEWAN Technical Team

[SEWAN] Technical maintenance - 10.06.2021

Sewan Live Belgium — Wed, 02 Jun 2021 11:52:12 +0000

Beginning: 10.06.2021 – 9.00 PM Ending: 11.06.2021 – 1.00 AM Internal ref: DTCAB-1915 Impact: Dear customer, dear partner, Please note that our technical team will perform a maintenance on 10.06.2021 as from 9.00 PM on Internet access infrastructure. The goal of this maintenance is to test redundancy of our international broadband infrastructure. During this timeframe, you may felt disconnections on xDSL services as well as on BGP sessions. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 08.06.2021

Sewan Live Belgium — Wed, 02 Jun 2021 11:47:36 +0000

Beginning: 08.06.2021 – 10.00 PM Ending: 09.06.2021 – 1.00 AM Internal ref: DTCAB-1913 Impact: Few minutes interruption of service on Cloud Firewall services Dear customer, dear partner, Please note that our technical team will perform a maintenance on 08.06.2021 as from 10.00 PM on internet/cloud firewall (Fortigate) infrastructure. The goal is to extend our Firewall cluster in Belgium. During this timeframe, internet access lines having a cloud firewall feature will be disconnected for few minutes. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 05.05.2021

Sewan Live Belgium — Wed, 05 May 2021 12:45:00 +0000

Beginning: 05.05.2021 – 2.45 PM Ending: 05.05.2021 – 3.06 PM Impact: V5 web porting unavailable Dear customer dear partner, from 2.45 PM to 3.06PM today, we noticed that our web portal sbcng.sewan.be was unreachable. Our tecnical team immedialty spotted it and fixed it. This had no imapct on our trunk services, nor impact to end customers. Sewan Technical Team

[SEWAN] General information 28.04.2021

Sewan Live Belgium — Wed, 28 Apr 2021 10:00:00 +0000

Beginning: 28.04.2021 – 10.00 AM Ending: Unknown Impact: IP Nexia disturbances Dear customer, dear partner, Since this morning, we gathered the information that IP Nexia is experiencing issues on their inbound telephony. They already communicated the following information on their website : IPNEXIA : ** Dear Customer, since this morning around 10:00 AM, our Partner Proximus is experiencing major issues and major outages on his core transmission network which affects several operators in Belgium including IPNexia. For IPNexia customers, this problem may generate issues while making or receiving Voice or VoIP calls. Proximus continues to investigate the problem and we are closely following this incident with them. We will keep informed about the resolution of this outage. We apologizes for the inconvenience. The IPNexia Support Team ** SEWAN Technical Team

[SEWAN] General information 14.04.2021

Sewan Live Belgium — Wed, 14 Apr 2021 10:05:00 +0000

Beginning: 14.04.2021 – 12.05 AM Ending: On going Impact: Disturbances on EDPnet internet services Dear customer, dear partner, Please note that since 10.05 AM today, we have noticed important disturbances on EDPnet internet lines. Their team confirm their outage. If you may use their internet services, you may be subjected to these disturbances out of our control. Best regards SEWAN Technical Team

[SEWAN] Technical maintenance - 15.04.2021

Sewan Live Belgium — Tue, 13 Apr 2021 13:21:23 +0000

Beginning: 15.04.2021 – 10.00 PM Ending: 16.04.2021 – 1.30 AM Internal ref: DTCAB-1719 Impact: None Dear customer, dear partner, Please note that our technical team will perform a maintenance on 15.04.2021 as from 10.00 PM on internet infrastructure. The goal of this operation is to improve the statistics on our internet products into Sophia. During this timeframe, no impact is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 31.03.2021

Sewan Live Belgium — Wed, 31 Mar 2021 08:19:19 +0000

Beginning: 31.03.2021 – 10.00 PM Ending: 01.04.2021 – 1.00 AM Internal ref: DTCAB-1752 Impact: None Dear customer, dear partner, Please note that our technical team will perform a maintenance on 31.03.2021 as from 10.00 PM on routing infrastructure. The goal of this operation is to improve the usage of our International Backbone for communication between sewan belgium and our headquarter in order to obtain symmetrical routing. During this timeframe, no impact is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 24.03.2021

Sewan Live Belgium — Wed, 24 Mar 2021 09:20:49 +0000

Beginning: 24.03.2021 – 10.00 PM Ending: 25.03.2021 – 1.00 AM Internal ref: DTCAB-1726 Impact: None Dear customer, dear partner, Please note that our technical team will perform a maintenance on 24.03.2021 as from 10.00 PM on routing infrastructure. The goal of this operation is to improve the usage of our International Backbone for communication between sewan belgium and our headquarter in order to obtain symmetrical routing. During this timeframe, no impact is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 16.03.2021

Sewan Live Belgium — Tue, 16 Mar 2021 09:09:00 +0000

****** UPDATE 16.03.2021 - 12.00AM ****** Since 12.00AM today, we can notice that all EDPnet internet lines are back up. We suspect a DNS issue, but were not able to gather an official confirmation. Best regards SEWAN Technical Team *************************************** Beginning: 16.03.2021 – 10.09 AM Ending: On going Impact: Disturbances on EDPnet internet services Dear customer, dear partner, Please note that since 10.09 AM today, we have noticed important disturbances on EDPnet internet lines. So far, we did not receive any information from their side confirming our suspicions. If you may use their internet services, you may be subjected to these disturbances out of our control. Best regards SEWAN Technical Team

[SEWAN] Technical maintenance - 08.03.2021

Sewan Live Belgium — Tue, 02 Mar 2021 11:52:45 +0000

Beginning: 08.03.2021 – 5.00 AM Ending: 08.03.2021 – 6.30 AM Internal ref: DTCAB-1684 Impact: None Dear customer, dear partner, Please note that our technical team will perform a maintenance on 08.03.2021 as from 5.00AM on our cluster of database servers. This operation has as main objective to increase the resilience of our network, by increasing capacity of our DB cluster. During this timeframe, no impact is foreseen. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 20.02.2021

Sewan Live Belgium — Thu, 18 Feb 2021 10:10:32 +0000

Beginning: 20.02.2021 – 11.00 PM Ending: 21.02.2021 – 2.00 AM Internal ref: DTCAB-1664 Impact: Specific inbound calls on V1/V2 may fail Dear customer, dear partner, Please note that our technical team will perform a maintenance during the night of the 20.02.2021 from 11.00 PM to 2.00 AM the next day on part of our NAS systems in Brussels data center. This operation follows the technical incident we experienced on 11.02.2021. It mainly consists in testing and reinforce the failover of our active/passive NAS mechanism, and verify after the failover that the volumes are up and that the NFS setups are correctly done on all the other machines. During this timeframe, there is a risk that inbound calls using IVRs, welcome music/prompts or recordings may fail on V1 and V2. Our team is doing its upmost best to reduce the potential impacts, which will not be longer that 30 consecutive minutes. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 11.02.2021

Sewan Live Belgium — Thu, 11 Feb 2021 10:35:00 +0000

********* UPDATE ********* Dear customer dear partner, Following our notification below, we confirm that the situation is now under control. The source has been indentified on the replication process on our NAS cluster, which put the filesystem offline. This resulted in anytime V2 needed to playback or record an audio file, the call would failed. Our technical team is currently analysisng the measures to be taken in order to avoid such problem to occure in the future. ************************************ Beginning: 11.02.2021 – 11.35 AM Ending: 11.02.2021 – 1.34 PM Impact: V2 partially disrupted Dear customer dear partner, Since 11.35 AM today, we experience partial disturbances on our VoIP service on our V2 (portal.sewan.be) Our technical team is actually identifying the problem. We will shortly update you on the resolution time. Please accept all our apologize for the inconvenience. Sewan Technical Team

[SEWAN] Unexpected disturbances - 08.02.2021

Sewan Live Belgium — Mon, 08 Feb 2021 09:30:00 +0000

****** UPDATE 08.02.2021 - 11.29AM ****** Zendesk confirms the situation is back to normal *************************************** Beginning: 08.02.2021 – 10.30 AM Ending: 08.02.2021 – 11.29 AM Impact: Ticketing system unreachable Dear customer, dear partner, Since 10.30AM this morning, our ticketing system provider (Zendesk) is eperiencing outage on their platform. Therefore, we are currently not capable of treating your tickets. We are expecting the situation to be back to normal in the next coming hour. May you need any urgent action from our team, please call us on +32 2 240 19 79 Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 03.02.2021

Sewan Live Belgium — Wed, 03 Feb 2021 10:02:00 +0000

****** UPDATE ****** Beginning: 03.02.2021 – 11.01 AM Ending: 03.02.2021 – 12.59 AM Impact: 3starsnet.com DNS resolution impossible Dear customer dear partner, After an intervention from our DNS supplier, our DNS resolution xxx.3starsnet.com is back to normal. The propagation may take few extra minutes to be populated. Our operational team is now analyzing how this could happen, and will take all the necessary measures. Please accept all our apologize for the inconvenience. Sewan Technical Team ****************************************** Beginning: 03.02.2021 – 11.01 AM Ending: on going Impact: 3Starsnet.com DSN unreachable Dear customer, dear partner, since this morning, our DSN xxx.3starsnet.com is no longuer available. This has an impact on on 3starsnet.com is not accessible. Neverthless, you can access to all your service on xxx.sewan.be VOICE: V1: sip.3starsnet.com => 85.119.188.3 V2: voip.3starsnet.com => 188.66.8.19 V3 => 188.66.8.42 V5 => 188.66.8.22 WEB INTERFACES: V1: https://web.3starsnet.com/ => https://web.sewan.be/ V2: https://portal.3starsnet.com/ => https://portal.sewan.be/ V5: https://sbcng.3starsnet.com/ => https://sbcng.sewan.be/ Porting tool: https://porting.3starsnet.com/ => https://porting.sewan.be/ Your credential remains unchanged, but if you have your paswords stored on your web browser, you may have to log again. Best regards; SEWAN technical team

[SEWAN] General information 02.02.2021

Sewan Live Belgium — Tue, 02 Feb 2021 15:36:00 +0000

Beginning: 02.02.2021 – 4.36 PM Ending: On going Impact: EDPnet internet services down Dear customer, dear partner, Please note that since 4.36PM today, we have noticed huge disturbances on EDPnet internet lines all over Belgium. We could gather the information that they are performing an emergency maintenance on their network. If you may use their internet services, you may be subjected to these disturbances out of our control. Best regards SEWAN Technical Team

[SEWAN] General information 31.01.2021

Sewan Live Belgium — Sun, 31 Jan 2021 13:00:00 +0000

Beginning: 31.01.2021 – 12.00 AM Ending: 31.01.2021 – 6.00 PM Impact: Fritzbox 7360 HW V1 + OS version 6.31 Dear customer, dear partner, Please note that we have received feedback from the market that Fritzbox 7360 (HW V1) with OS version 6.31 may suffer from security breach. At this stage, this is pure suspicion, but if you ever encounter SIP hacking in this specific setup, we encourage you to updage your device with 6.52 firmware. SEWAN Technical Team

[SEWAN] General information 26.01.2021

Sewan Live Belgium — Tue, 26 Jan 2021 08:00:00 +0000

Beginning: 26.01.2021 – 09.00 AM Ending: on going Impact: Disturbances on Orange mobile Dear customer, dear partner, for several consecutive days now, we have noticed multiple and different termination problems towards the Belgian Orange Mobile network. Depsite several differents upstream carrier routes including our SEWAN headquarter and subsidiaries, we keep noticing persistant issues over Orange mobile. We have raised incident tickets towards the concerned carriers, including Orange, but are still expecting a clear answer on Time To Repair from their side. Therefore, please note that you may, hopefully on rare occasions, experience audio quality or unexpected cut of calls toward Orange mobile, for which we are doing our upmost best to receive garanties from Orange. Best regards SEWAN Technical Team

[SEWAN] Unexpected disturbances - 22.01.2021

Sewan Live Belgium — Fri, 22 Jan 2021 08:46:00 +0000

Beginning: 22.01.2021 – 9.46 AM Ending: 22.01.2021 – 2.35 PM Impacts: Outbound mobile calls partially unreachable Dear customer, dear partner, Please note that today one of our upstream mobile carrier was, without any valid reason, blocking a significant part of our outbound Belgium mobile traffic. As we have in place multiple failover scenery, most of the calls blocked were mitigated toward other carriers. Nevertheless, part of the traffic sent to the faulty upstream carrier was sending back to us an incoherent error code (403. Forbidden) which we (as all other telecom carriers) consider a user based return code (meaning a code stating that the recipient of the call does not want to accept it). Therefore, this wrongly given code made our system consider as a normal behave and, therefore, did not trigger failover routings. When we discovered this double fault, we temporarily adapted our routing, and raised an emergency case toward the upstream carrier for investigation. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 21.01.2021

Sewan Live Belgium — Thu, 21 Jan 2021 10:05:00 +0000

Beginning: 21.01.2021 – 11.05 AM Ending: 21.01.2021 – 11.46 AM Impacts: External backbone network supplier DDOSed Dear customer, dear partner, Please note that since 16/01/2021, one of our backbone network supplier is experiencing DDOS attacks. Until this morning, all our failover systems have been able to mitigate their problems in order to not impact our services in any kind; Nevertheless, since this morning 11.05AM, we have noticed that the attacks they are suffering were so intense that we experienced cascaded disturbances, mainly impacting outbound calls. At 11.46AM, we could get a technical confirmation that the DDOS attacks were mitigated by our supplier. The situation is back to normal, and we are closely monitoring their activities in order to activate backup procedures if this happens again. Best regards; SEWAN Technical Team

[SEWAN] General information 13.01.2021

Sewan Live Belgium — Wed, 13 Jan 2021 09:00:00 +0000

***** UPDATE - 13.01.2021 - 9.25PM ***** At 9.25PM today, Telenet confirmed the situation was resolved. ************************************ Beginning: 13.01.2021 – 10.00 AM Ending: on going Impact: Telenet fiber down Dear customer, dear partner, Please note that since 10AM this morning, we have noticed partial disturbances on Telenet internet lines on some areas of Brussels. Therefore, if you or your customer(s) experience internet/telephony issues, this may be the root cause. At this moment, we have not received any official information that their problem is fixed. SEWAN Technical Team

[SEWAN] General information 08.01.2021

Sewan Live Belgium — Thu, 07 Jan 2021 22:54:00 +0000

Beginning: 07.01.2021 – 11.54 PM Ending: 08.01.2021 – 6.10 AM Impact: Proximus fixed and mobile services impacted Dear customer, dear partner, Proximus informed us that one of their planned maintenance encountered an incident which generated disturbances on both their fixed and mobiel telephony. Please find below their official communication: * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Some of our fixed and mobile services were impacted during the night of 7 to 8 January due to an intervention on a section of the voice infrastructure. During the night of 7 to 8 January an intervention was planned on a section of the voice infrastructure. During the intervention an unexpected error occurred which impacted some of our fixed and mobile services. Some emergency centres in some provinces were also not reachable. The incident started at 23:54 and at 6:10 am we were able, together with our vendor, to correct the error. The situation is stable since then. We are further investigating the technical cause of the unexpected error in order to define proactive remedies. We apologize for any possible inconvenience encountered to you and your end-customers. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * SEWAN has not been impacted in any kind, but if you have received this morning complaints about Proximus beeing unavailable, this may be the reason. SEWAN Technical Team

[SEWAN] Unexpected disturbances - 07.07.2021

Sewan Live Belgium — Thu, 07 Jan 2021 10:38:00 +0000

Beginning: 07.01.2021 – 11.38 AM Ending: 07.01.2021 – 11.54 AM Impact: Outbound call to Belgium mobile congested Dear customer, dear partner, This morning, we briefly experienced partial congestion on outbound calls to Belgium mobile, from 11.38AM till 11.54AM. The reason is that we implemented a new technical route for national mobile into production, which unfortunately wasn't functioning as expected, despite prior test scenarios gave positive results. We therefore immediately rolled back and take this new route into quarantine for analysis. Best regards; SEWAN technical team

[SEWAN] Unexpected disturbances - 30.12.2020

Sewan Live Belgium — Wed, 30 Dec 2020 14:44:00 +0000

Beginning: 30.12.2020 – 3.44 PM Ending: 30.12.2020 – 4.16 PM Impact: General VoIP disturbances Dear customer, dear partner, Yesterday afternoon, we experienced a general disturbance on our VoIP network due to one of our media gateways which encountered a problem with its kernel module. This resulted in large delays in call setups, overloading the UDP buffers and eventually also limiting registrations. As a mitigation, we’re splitting of the registration part of the routing part, this should make sure we don’t lose registrations when something happens on the routing part, and inverse. All our apologize for the problems this may have caused. Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 19.12.2020

Sewan Live Belgium — Mon, 14 Dec 2020 12:55:40 +0000

Beginning: 19.12.2020 – 9.00 PM Ending: 20.12.2020 – 3.00 AM Internal ref: DTCAB-1511 Impact: none Dear customer, dear partner, Please note that our technical team will perform a maintenance during the night of the 19.12.2020 from 9.00 PM to 3.00 AM the next day in order to replace our V2 database servers to assure future growth. During this timeframe, no impacts are foreseen. You may experience brief loss of registration, inability to setup new calls during a brief timeframe, and wrong behave of BLF status. Nevertheless, these impact will be so short that they should not be perceived by you or your customers. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 27.11.2020

Sewan Live Belgium — Fri, 27 Nov 2020 11:50:00 +0000

** UPDATE ** Since 2.30PM today, CRDC confirm that their problem was solded. Best regards; SEWAN technical team --------------------------------------------------------------------------------------------- Beginning: 27.11.2020 – 12.50 AM Ending: unknown Impact: Manual porting unavailable Dear customer, dear partner, Please note that since 12.50 AM today, CRDC experiences a connectivity issue which avoid us to manually execute a porting request. To our current understanding, this impact all belgian carriers. Our automatic porting portal remains nevertheless 100% operational. A ticket has been open toward CRDC to resolve this situation ASAP. Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 02.11.2020

Sewan Live Belgium — Tue, 24 Nov 2020 10:47:02 +0000

Beginning: 02.12.2020 – 11.59 PM Ending: 03.12.2020 – 04.00 AM Internal ref: DTCAB-1464 Impact: None Dear customer, dear partner, Please note that our technical team will perform a maintenance during the night of the 02.12.2020 from 11.59 PM to 4.00 AM the next day in order to optimize our BGP configuration over SEWAN group. During this timeframe, no impacts are foreseen. You may experience brief disruptions in IP connectivity on our overall services, which should not be noticeable by customers. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Technical maintenance - 16.11.2020

Sewan Live Belgium — Fri, 13 Nov 2020 16:01:19 +0000

Beginning: 16.11.2020 – 11.59 PM Ending: 17.11.2020 – 02.00 AM Internal ref: DTCAB-900 Impact: Lost of connectivity for a maximum of 10 consecutive minutes Dear customer, dear partner, Please note that our technical team will perform a maintenance during the night of 16.11.2020 from 11.59 PM to 2.00 AM the next day on routing infrastructure. During this timeframe, part of our telephony and internet access may experience brief disconnections, that should last from 5 to 10 minutes maximum. As consequences, you may receive trunk registration alerts, and lose of DSL connectivity. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] Unexpected disturbances - 03.11.2020

Sewan Live Belgium — Tue, 03 Nov 2020 09:36:00 +0000

Beginning: 03.11.2020 – 10.36 AM Ending: 03.11.2020 – 10.42 AM Impact: Telephony service unavailable Dear customer, dear partner, Please note that we experienced telephony disturbances today from 10.36AM to 10.42AM. Our technical team has found the reason of the issue on our routing systems, and are currently analysing the logs in order to make sure this unexpected behavior will not occur in the future. All services are back to normal since 10.42AM today. Best regards; SEWAN technical team

[SEWAN] Technical maintenance - 31.10.2020

Sewan Live Belgium — Sat, 31 Oct 2020 22:45:00 +0000

Beginning: 31.10.2020 – 11.45 PM Ending: 01.11.2020 – 01.45 AM Impact: SIP Authentication failure Dear customer, dear partner, Please note that our technical team will perform a maintenance in order to reinforce our telephony infrastructure. During this timeframe, you may receive SIP Authentication failure As consequences, telephony services may be interupted for 5 consecutive minutes. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 19.11.2020

Sewan Live Belgium — Tue, 27 Oct 2020 15:35:14 +0000

Beginning: 19.11.2020 – 9.00 PM Ending: 22.11.2020 – 11.59 PM Impact: SCARLET Number Porting impossible Dear customer, dear partner, Please be aware that we have been informed by SCARLET that no porting IN or OUT will be possible from/to SCARLET from 19.11.2020 – 9.00 PM to 22.11.2020 – 11.59 PM. Here is part of their official communication : * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * After nearly 4 years of preparation, Scarlet will perform in a couple of weeks a major upgrade in the backend systems, involving a migration of all customer data. In order to minimize impact to the consumer we ask you: • Not to plan installations or activations for fixed or mobile number portability where Scarlet is donor between Thursday 19/11 21.00h and Sunday 22/11/2020 23.59h • Not to plan activations involving easy switch where Scarlet is donor between Thursday 19/11 21.00h and Sunday 22/11/2020 23.59h Should you plan despite our request to do installations or activations, please inform the end customer of the delay in number porting or easy switch to reduce the number of complaints to a strict minimum. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Therefore, please make sure to adapt your work schedule in accordance to this constraint. Best regards SEWANTechnical Team

[SEWAN] Technical maintenance - 02.11.2020

Sewan Live Belgium — Tue, 27 Oct 2020 14:50:06 +0000

Beginning: 02.11.2020 – 11.59 PM Ending: 03.11.2020 – 1.30 AM Internal ref: DTCAB-1387 Impact: DSL services reconnection Dear customer, dear partner, Please note that our technical team will perform a maintenance during the night of 02.11.2020 from 11.59 PM to 1.30 AM the next day on our DSL infrastructure. During this timeframe, our DSL lines may experience brief disconnections, that should last from 15 to 30 minutes maximum. As consequences, all telephony trunks connected behind those DSL lines will therefore become unregistered, and will register again when the DSL line is back up. No intervention is needed from your side. Best regards; SEWAN Technical Team

[SEWAN] General information 09.10.2020

Sewan Live Belgium — Fri, 09 Oct 2020 07:03:00 +0000

Beginning: 09.10.2020 – 8.37 AM Ending: 09.10.2020 – 8.46 AM Impact: None Dear customer, dear partner, Following our communication below, please note that we received the official confirmation from Unix Solutions that their network situation has been permanently resolved at 8.46 AM this morning. Best regards 3StarsNet Technical Team ****************************** Beginning: 09.10.2020 – 8.37 AM Ending: 09.10.2020 – on going Impact: Undefined yet Dear customer, dear partner, Since 8.37 AM this morning, we notice that one of an important Belgian Data Center (Unix Solutions) is experiencing issues, that we are perceiving so far as network problems. 3StarsNet has part of his infrastructure hosted in this data center, but fully redundant on other locations which allow us to remain 100% operational. Nevertheless, we can still see that this is affecting part of our partner as well as other telecom carriers, triggering alerts on our side. Therefore, please note that you or your customers may be partially and indirectly impacted by this current situation. We are real time monitoring it in order to give you more visibility in the near future. 3StarsNet Technical Team