---
title: "Service Degradation - External Provider Issues"
description: "Resolved · affects Kea Voice AI · Apr 10, 2026"
base_url: "https://status.kea.ai"
canonical: "https://status.kea.ai/events/report/1186"
homepage_url: "https://kea.ai"
contact_url: "mailto:support@kea.ai"
---

# Service Degradation - External Provider Issues

[Status](/.md) › [Events](/events.md) › Service Degradation - External Provider Issues

Apr 10, 2026 · 3 months ago · affects: Kea Voice AI · 1 hour

## Updates

### + Resolved — Apr 10, 6:02 PM

This incident has been resolved. The issue was caused by WebSocket connection timeouts between two of our external telephony providers, which prevented proper communication. Service has been fully restored and all systems are operating normally.

### x Monitoring — Apr 10, 5:33 PM

We are observing signs of recovery. However, we continue to monitor intermittent WebSocket connection timeouts occurring between two of our providers that are affecting some calls.

### x Monitoring — Apr 10, 5:16 PM

We have disabled the automatic forwarding to stores and are now allowing calls to attempt connection with the AI assistant. Our team is actively monitoring the situation to ensure service stability.

### x Investigating — Apr 10, 4:51 PM

We are continuing to investigate the issue with our external provider. All incoming calls are being forwarded normally to stores, but the AI assistant is currently not responsive. We are working to restore full functionality.

### x Investigating — Apr 10, 4:38 PM

We are currently investigating degraded performance affecting Kea Voice AI and Kea Phone Calls due to issues with external providers. Our team is actively working to restore full service. Updates will be provided as we learn more.

---

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