Resolved - This incident is now officially closed.
Jan 10, 19:50 GMT
Monitoring - We are pleased to confirm that Chrome v71 has now been released by Google. We ask that all customers ensure that their versions of Chrome have updated to version 71 automatically - if they have not please navigate to Help and then About within Chrome to force the update.
Should any intermittent call quality issues persist using version 71 please navigate to “chrome://flags” in the address bar and disable the “WebRTC Echo Canceller 3”.
If you require any assistance updating Chrome or disabling the aforementioned Chrome flag please contact our Customer Support team via your usual contact methods.
We appreciate your patience during this incident and apologize for the inconvenience caused.
Dec 06, 19:42 GMT
Identified - We have received confirmation from Google that the fix to remedy the WebRTC issues has been released within their BETA version of Chrome which can be downloaded from https://www.google.com/chrome/beta/
At this time we encourage any customers expericing issues with WebRTC to test the BETA version of Chrome to confirm it resolves their issues.
We expect the current BETA Chrome version to be promoted to General Availability (GA) in the first week of December and will update this incident once more at this time.
Nov 28, 03:26 GMT
Identified - Following the bug report being opened with Google, the issue was escalated to a P1 issue and has now been investigated by a specialist Google Engineer. Google has confirmed the issue does lie within the Chrome browser and they have now created a bug fix for such.
We are working with Google currently to gain access to the BETA version of Chrome which will have the aforementioned fix contained within from the 27th November 2018.
Following successful testing, Google will release the fix into its next major release of Chrome due for release on or around the 4th December 2018.
A further update will be provided once we have successfully tested the BETA version of Chrome and confirm the issues have been resolved.
Once again, we appreciate your patience whilst we work with Google on this issue.
Nov 16, 16:05 GMT
Identified - We are continuing to receive examples exhibiting degraded quality on WebRTC calls.
At this stage, we have now replicated the symptom on WebRTC calls and also on Google Hangout calls (which also use WebRTC for audio delivery). The issue can be reproduced on Chrome running on Windows 10 devices that have a headset connected to them.
As we continue to work with Twilio on the problem, they have opened a bug with Google which can be found here - https://bugs.chromium.org/p/chromium/issues/detail?id=905083
Further updates will be provided as we advance our join investigations and await feedback from Google.
Once again, we sincerely apologize for the inconvenience this incident is causing.
Nov 14, 15:26 GMT
Monitoring - After working with several affected customers over the past few days, we believe this incident to now be resolved.
If your teams are still experiencing intermittent degraded audio when using WebRTC, please collate example GUIDs and pass them contact our Customer Support team.
We apologize for the inconvenience this issue has caused and will be working to provide a full Incident Report in due course.
Nov 08, 14:55 GMT
Investigating - We are continuing to investigate call quality issues on WebRTC in conjunction with the onward carrier and with a number of customers to gather data critical to identifying the cause.
Oct 30, 16:02 GMT
Investigating - We are currently investigating issues with call quality for WebRTC calls. If you believe that you're also affected by this, please contact our technical support via usual channels.
Oct 29, 18:19 GMT