Is there something going on right now. It started for us around 1:03pm Pacific Time and is ongoing.
Hi @JM2
Could you please share a few recent Call IDs where the calls disconnected with the error_retell reason?
Best Regards.
Here are some call ids. Just to say, it appears that the issue cleared. It happened on most calls from 1:03-1:24pm PT but calls have been good since then. I also opened a ticket via the support email.
call_f6904e0f1d5fc9b0735a0b0be4a
call_19ef0c136c3c4fbbb40032b3f4a
call_2c95af6f99350e156ca715221d5
call_9af8c7a71df2b84c5dd1687b36d
call_1c246b6e0b80bb9f147bc73ff5d
call_e26c355fe0f5996af525778d36a
call_2be6f1176b7874c6c32345476b3
Hey @JM2
I have escalated your issue with the relevant team. As soon as I receive an update from them, I ’ll let you know promptly. Thank you for your patience.
Best Regards.
Hey @JM2
We’re sorry for the disruption to your calls. The issue was affecting the old SIP connection, and we’ve applied a fix on our side. Could you please try another call and let us know whether it still fails?
The old SIP connection has been deprecated since November 2025 and is scheduled to be retired on September 30, 2026, as outlined in our SIP endpoint deprecation notice. We’re committed to keeping the old connection available during the 20-day transition window stated in the migration email. Beyond that window, any continued support will be on a best-effort basis, and we won’t be able to guarantee its availability.
We’d appreciate it if you could switch to sip:sip.retellai.com as soon as possible, within that transition window. Please follow the instructions in the migration email, and let us know if you need any help, we are happy to assist.
Docs: Legacy SIP endpoint removed (09/30/2026) - Retell AI
Best Regards.
Thanks Mark. Just saw the email earlier this week and was planning to do migrate over the weekend since I thought we had until 9/30. Appreciate the quick reply and we’ll get it sorted on our end soon.