Bill Center / Customer Portal Impairment

Incident Report for IPFone

Postmortem

On Monday, January 5th, 2026, some customers experienced difficulty accessing our Bill Center and Customer Portal due to an issue with one of our third-party service providers.

Once the issue was identified, the vendor implemented a fix and system access was restored. At this time, services are stable.

There was no impact to customer voice or networking services, and no data loss has been identified.

We are currently awaiting a detailed root cause analysis from the vendor. An updated RFO will be shared upon request once that information is received.

We appreciate your patience and apologize for any inconvenience this may have caused.

Posted Jan 07, 2026 - 15:44 EST

Resolved

The trouble impacting Bill Center and Customer Portal access was caused by a third-party vendor issue. A fix has been implemented and services are stable. We are awaiting additional details from the vendor and will provide an updated RFO when available.

Posted Jan 07, 2026 - 15:42 EST

Monitoring

Our Vendor has advised that a fix has been implemented, and the system is currently stable.

Our teams will continue to monitor closely and will provide a Root Cause when complete.

Posted Jan 05, 2026 - 15:55 EST

Identified

We have identified the issue impacting access to Bill Center and are currently working with our vendor toward resolution.

At this time, access appears to be restored for users. We will continue to monitor and provide updates as more information becomes available.

Next Update: As we receive confirmation from our vendor (30-60 minutes)

Posted Jan 05, 2026 - 15:42 EST

Investigating

We are currently investigating an issue impacting access to our Bill Center. (billing.ipfone.com, customerportal.telnetww.com)

At this time, customers may be unable to view invoices, make payments, or access billing-related information.

Our teams are actively working to identify the root cause and restore service as quickly as possible. We will provide updates as more information becomes available.

We apologize for the inconvenience and appreciate your patience.

Next Update: Within 30-60 minutes, or sooner if available

Posted Jan 05, 2026 - 15:20 EST

This incident affected: Customer Portals (billing.ipfone.com, customerportal.telnetww.com).