Dear York Community,
Last week, some members of our campus experienced intermittent disruptions with incoming and outgoing phone calls. While these reports initially appeared isolated, a deeper review of call-traffic logs—combined with diagnostic work performed by AT&T and Verizon—confirmed that the root cause originated from failing carrier equipment outside of York’s phone system.
We want to acknowledge the frustration this may have caused, especially for individuals and departments who rely heavily on phone communication, including those trying to reach our call center for support. Although our own systems continued to show normal performance, the issue was occurring upstream at the carrier level, making it difficult to detect the full scope in real time.
After several days of escalated joint troubleshooting, AT&T replaced the components that were responsible for the call drops. Following these corrections, our monitoring and subsequent call-flow analysis show that phone service has stabilized and returned to expected performance.
We appreciate your patience while teams across York, AT&T, Verizon, and our CUNY Central Office collaborated to resolve this. We also want to assure the campus that we are taking proactive steps to prevent similar issues moving forward. As part of our long-term modernization efforts, York will be accelerating plans to retire the last remaining legacy phone circuits and transition to a more resilient, modern SIP-based platform.
Thank you again for your understanding and for continuing to report issues as they arise. Your feedback helps us identify patterns more quickly and strengthens the quality of service we can provide to the entire campus.
If you experience any phone-related issues, please contact the IT Service Desk at helpdesk@PROTECTED or 718-262-5300. If you need to contact the IT department for non support related inquiries we have a new department number at 718-262-2911.
Interim AVP/CIO
York College Information Technology
718-262-5231