Error in LiveKit SIP calls

Telephony
1

I am writing to report a critical service outage affecting our phone service on LiveKit Cloud that requires immediate attention.

INCIDENT OVERVIEW

All incoming calls to our phone numbers are failing with an error message, rendering our telephony service completely inoperable. Our customers are unable to reach us, and we are losing business continuity.

INCIDENT DETAILS

  • Date & Time Discovered: June 10, 2026, 10:00 AM EST (Miami, UTC-5)
  • Current Status: ONGOING - Service remains down
  • Severity Level: CRITICAL
  • Business Impact: Complete service outage affecting multiple customers

ERROR INFORMATION

  • Error Message: “You call cannot be completed daill, please check the number and dial again”
  • Error Frequency: 100% of all incoming calls fail
  • When Error Occurs: Immediately upon call attempt
2

Hi, I have responded to your support ticket. I was unable to reproduce this (the last 2 numbers on your dashboard, from a +44 number, are from myself). Can we continue comms in the support ticket?

3

Can verify that this happens to us as well when we use the US number provided by LiveKit

4

@orjan.strand Do you have a support case open with us on this? I checked the queue but don’t see anything - I’m concerned if there are multiple reports with the same symptom.

5

Working on the same team as Orjan, we get this odd message “Your call can not be completed on this dial Pleace check the number and call again … 2cc”, we have verified the number, and it occurs infrequently. I would say roughly 80% failure and 20% success

6

@marius.bjornoy I see a number in your account that looks like it’s just used for testing, did this just recently stop working? I’m able to hear the “your call… message” like you describe.

7

yes we use it for testing only, so the service is down now

8

We had a similar issue yesterday as well, but we only received beeping (no ringing). Today is the first time we’re experiencing the message. This only occurs for this SIP trunk, our other SIP trunks are working fine.

We don’t have an active support ticket as we assumed it’s the same issue as the OP

9

We are looking into the issue you are reporting. It would be very helpful if we had a call ID if it is on your dashboard.

Also would be helpful to know if it was not working and then started working, did you do anything to recover it?

10

It seems to work now when i tested. I think (since it is from yesterday) that this is one of the calls: SCL_omU6htojNRLh.

It is also worth mentioning that we saw no logs in our container when trying to connect our solution to a SIP participant either, almost like it did not reach it properly. As @orjan.strand mentioned, our other SIP provider worked just fine.

We did not alter or restart the container between the calls so we did no changes.

What we saw was:
Continous beeping
This weird voice message: “Your call can not be completed on this dial Pleace check the number and call again … 2cc”
And sometimes that the user we are calling is busy(which was kind of funny)

But I will reply in thread if we notice the same issues today

11

Thanks Marius for the update, we’ll continue to investigate and do please let us know if you notice the same issues again.