CrazyPBX & Current Outage Affecting Voice Prompts
An update on the IBM Cloud S3 suspension impacting IVR and on-hold recordings.
UPDATE - Outage Resolved
As of Friday, 26 June 2026 at 4:18 PM, our IBM Cloud account was reactivated and all services have returned to normal operation.
The only communication we received from IBM Cloud was the following email:
"I have confirmation that account has been re-activated. Please let me know if you are still unable to access."
That's the full extent of it - no explanation was provided as to why the account was suspended in the first place, and we haven't received any further communication since.
In the meantime, we've taken the opportunity to migrate all data away from IBM Cloud - including all custom IVR recordings and call recordings - so everything is now running from our new storage infrastructure.
All services are fully operational and we appreciate your patience throughout the disruption.
Here at Crazytel we do everything in our power to make our entire network redundant. This also includes using third parties with a reputation to match.
CrazyPBX recordings such as IVRs and custom on-hold music use S3 buckets. And while we don't name and shame here, this specific situation has left us with no choice. We use IBM Cloud for our S3 storage. And on the 25th of June 2026, with no notice, no emails, no phone calls, we noticed our S3 was down. When we went to log in to our IBM account, we were met with "Your account is suspended."
To be clear, our account is pre-paid and in credit. This is not a money issue. The problem is, we don't know why it's suspended. And what makes it worse, we can't get anyone at IBM to tell us what's going on or how to fix it.
We have contacted the ANZ accounts manager directly, and she can't see anything wrong with the account and has submitted an "internal ticket." We have also created a support case, and it's been nearly over 24 hours now with no reply yet.
While we expect this matter to be resolved, it has to be on IBM's timeline.
We can't even talk to IBM's accounts team by phone, because apparently we don't have a "support contract." Who would've thought you need a support contract just to talk to accounts?
We have also tried their live chat, and as soon as we put in our case ID, we get a live chat error: "flutter."
We have tried every avenue possible, and it has left us no choice but to make this public so our customers know what's going on.
The service we have received has been absolutely disgusting.
What We're Doing About It
We can assure you that we have already moved off IBM Cloud services, and once our account is back we will be moving all data and backup data off IBM straight away, and will be terminating our account with IBM Cloud.
Re-upload Your Recordings
You are able to re-upload your recordings on CrazyPBX. If you don't have them, our team will be more than happy to make them and upload them for you.
Failsafes In Place
We will also be making sure this type of issue can never happen again, and our team have already started putting failsafes in place.
We want to apologise for the inconvenience. We know this is not acceptable, and we will truly make sure this cannot happen again.
