Issue with Microsoft Translator Service in Multiple Regions

Question

Dear Support Team,

 

We are currently experiencing issues with the Microsoft Translator service in the Mexico, Japan, and Hong Kong regions. Despite no reported network outages or issues from our ISP, HKBN, we continue to face instability with the Microsoft Translator app and web service.

 

Please see the attached communication from the HKBN technical support team, confirming there are no network problems on their end. However, the instability persists, particularly when accessing the service without a VPN connection.

 

We request your assistance in investigating this matter further to ensure stable connectivity across the affected regions. Below is the response from HKBN for your reference.

 

Thank you for your prompt attention to this matter.

Chris

 

[Attached Communication from HKBN]

 

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From: ESTS - Support <[@hkbn.com.hk]> Sent: Wednesday, August 14, 2024 4:54 PM To: ESTS - Support <[@hkbn.com.hk]>; CHRIS TSENG (IT) <[@CORPORATE-SERVICE.INFO]>; Jonny Tsui <[@hkbn.com.hk]> Cc: IT OPERATIONS <[******@Linkzcables.com]> Subject: RE: Unstable connection of MS Translator App - Destination IP: 137.116.128.188 - Singapore follow up | #00836613

 

Dear Customer,

 

Thank you for bringing this issue to our attention.

We have thoroughly investigated the matter and can confirm the following:

 

The forwarding routing is already configured to utilize the best available route, which includes direct peering.

Based on our analysis, the network is operating normally from our side, and we have not detected any exceeded limits or other anomalies.

 

Given the nature of the issue you are experiencing, we believe it would be beneficial for you to also report this to Microsoft for further assistance.

As the service provider, they may be able to provide additional insights or take specific actions to address the problem on their end.

 

Should you have any query, please feel free to contact our Enterprise Solutions Hotline at 128-180 or send email to [******@hkbn.com.hk] for assist.

Best Regards,

Hin Wong

Customer & Technical Service - Enterprise Solutions

HKBN Enterprise Solutions Ltd

 

From: ESTS - Support <[@hkbn.com.hk]> Sent: Wednesday, August 14, 2024 3:46 PM To: CHRIS TSENG (IT) <[@CORPORATE-SERVICE.INFO]>; Jonny Tsui <[@hkbn.com.hk]>; ESTS - Support <[@hkbn.com.hk]> Cc: IT OPERATIONS <[******@Linkzcables.com]> Subject: RE: Unstable connection of MS Translator App - Destination IP: 137.116.128.188 - Singapore follow up | #00836613

 

Dear Customer,

 

Thank you for your enquiry. Your case is under investigation. We will update you ASAP.

Case Number:  00836613 for your reference.

 

Should you have any query, please feel free to contact our Enterprise Solutions Hotline at 128-180 or send email to [******@hkbn.com.hk] for assist.

Best Regards,

Hin Wong

Customer & Technical Service - Enterprise Solutions

HKBN Enterprise Solutions Ltd

 

From: CHRIS TSENG (IT) <[@CORPORATE-SERVICE.INFO]> Sent: Wednesday, August 14, 2024 2:35 PM To: Jonny Tsui <[@hkbn.com.hk]>; ESTS - Support <[@hkbn.com.hk]> Cc: IT OPERATIONS <[@Linkzcables.com]> Subject: Unstable connection of MS Translator App - Destination IP: 137.116.128.188 - Singapore follow up

 

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Hi Support Team,

 

We are currently experiencing instability issues with the MS Translator app (both iOS and Android) and the web-based version at translator.microsoft.com, which are hosted in Singapore.

• Browser-based website: translator.microsoft.com
• iOS: Microsoft Translator on App Store
• Android: Microsoft Translator on Google Play

 

This morning, we noticed intermittent instability when using the MS Translator app. However, the connection stabilizes when we use a VPN to connect directly to Singapore. Could you please investigate this issue and optimize our routing accordingly?

Below is our account information and network trace for your reference.

Thank you,

 

Chris

 

 

Answer 1

Hi ChaitanyaNaykodi-MSFT,

Thank you for your message. I visited the website link you provided but couldn’t find any contact information for phone or email support. Could you please guide me on how to log a support ticket? Since this is a public service on translator.microsoft.com, I’m unsure where to place the support ticket or how to contact their support team.

For our Azure AI voice recognition service account, we developed a testing app using the pay-as-you-go service, and I know how to place a support call for that. However, I’m not sure about the process for the Microsoft Translator service.

Thank you for your assistance.

Chris