Services Status

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Live Updates
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Network Operations Centre

  • Essential Broadband Maintenance
    on 17/08/2018 at 03:00

    Aug 17, 04:00 BSTCompleted - The scheduled maintenance has been completed.Aug 16, 23:00 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Aug 14, 12:57 BSTScheduled - Our engineers will be performing essential maintenance to our Connectivity infrastructure on 16/08/2018 between 11pm and 17/08/2018 04am.Customers are expected to see up to 2 hours of downtime. This may happen at any time during the maintenance window, and connections should reestablish without intervention once the work has been completed.If your connection does not reestablish, please reboot your local equipment before contacting our support team on 01738 211211.We apologise for any inconvenience this essential maintenance may cause.

  • SBT Support and Sales Teams Unavailable
    on 16/08/2018 at 16:01

    Aug 16, 17:01 BSTCompleted - The scheduled maintenance has been completed.Aug 16, 15:00 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Aug 16, 14:31 BSTScheduled - The SBT Support and Sales teams will be unavailable between 15:00 and 17:00 today for a company meeting. During this time please submit requests to voip.support@scotbbtel.co.uk or sales@scotbbtel.co.uk, and a member of the relevant team will be in touch as soon as they are able.We apologise for any inconvenience this may cause.

  • Essential Broadband Maintenance
    on 15/08/2018 at 23:00

    Aug 16, 00:00 BSTCompleted - The scheduled maintenance has been completed.Aug 15, 22:00 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Aug 15, 22:00 BSTScheduled - Our engineers will be performing essential maintenance to our Connectivity infrastructure on 15/08/2018 between 10pm and 12am.Customers are expected not to see any impact although could possibly see disruptions of up to five minutes on ADSL broadband or FTTC broadband. This may happen at any time during the maintenance window, and connections should reestablish without intervention once the work has been completed.If your connection does not reestablish, please reboot your local equipment before contacting our support team on 01738 211211.We apologise for any inconvenience this may cause.

  • Resolved - Simplified Hosted PBX Outage 01/08/18
    by Daniel Goodier on 02/08/2018 at 09:16

    Good morning,Further to yesterdays email, calls were unable to be made on the SHPBX platform for around 5-10 minutes - a full RFO is being prepared and we will update you once completed.Many thanks,Dan

  • Simplified Hosted PBX Outage 01/08/18 - Platform and calls are currently down
    by Daniel Goodier on 01/08/2018 at 09:05

    Hello,We are currently experiencing an outage with Simplified Hosted PBX and are currently looking in to the cause. Please do not log individual tickets with us at this time, we will provide another news update as soon as the service is restored at which ...

  • Issues raising tickets on the portal
    by Daniel Goodier on 30/07/2018 at 09:42

    Good morning,We are currently experiencing issues with tickets being raised on the portal, please email us in the mean time on faultportal@nimans.net - we will provide an update on this as soon as the issue is resolved.Many thanks,Dan

  • Intermittent Outbound Calls
    on 26/07/2018 at 11:31

    Jul 27, 16:59 BSTPostmortem - **What happened?** At 10:13 on Thursday 26/07/2018 our monitoring reported a sharp spike in the number of calls being dialled on our platform – the number of call attempts per second – with the rate doubling inside of 20 seconds. This significantly increased the load on servers performing vital call setup tasks, resulting in these servers becoming too busy to accept new outbound call connections. At 10:20 widespread call failures were experienced. Investigation began immediately and identified a set of large customers responsible for the increase in traffic. They were contacted immediately, and the traffic stopped, however by this point the load on the servers was already at a critical level. Calls that failed were re-attempting to connect to the servers, thus maintaining a relatively high number of call attempts per second. Between 10:25 and 10:40 the load gradually decreased, allowing new calls to connect intermittently. At 11:00 the load had decreased sufficiently for the majority of calls to succeed. **Why did it cause am impact?** The sheer volume of traffic seen in this incident flooded the system faster than our protection measures could respond and we have identified further bottlenecks in database capacity that meant that this incident caused a wide spread impact. **What are we doing about it?** We are working internally to deploy our VoIP platform into multiple datacentres and are in customer testing for a new Multi-User VoIP environment. We’ll continue to accelerate the work we are doing to also make SIP trunking more reliable. Finally, we’ve had some feedback on this [status page](http://www.SBTstatus.com): * We’ve made some tweaks to the layout and information on it already. * We are working to automate the changes to status indicators from our monitoring platform. * We are looking at how we can improve the internal process to get status alerts raised earlier. **Most importantly...** We’re conscious that customers have experienced a number of interuptions recently and we are really sorry for the disruption that we cause to your businesses. We are working flat out to move to the next level of robustness in our systems. Peter SBT Founder & CTO SBT Communications LimitedJul 26, 12:31 BSTResolved - We have been monitoring our systems closely, and are confident that service has returned to normal. Once again please accept our apologies for any inconvenience caused by this disruption.Jul 26, 11:07 BSTMonitoring - Out monitoring shows that services is fully restored, and the system recovering. We will continue to monitor the situation closely.We apologise for any inconvenience this may have caused. If you continue to experience issues with your service please contact our support team on 01738 211211 or voip.support@scotbbtel.co.uk.Jul 26, 10:40 BSTIdentified - We have identified the cause of this incident, and our monitoring shows call services returning. Customers may experience a delay in calls connecting to our services for a short period of time. Please accept our apologies for any inconvenience caused. This status will be updated with further information by 11:00.Jul 26, 10:37 BSTInvestigating - We are currently investigating reports of intermittent service with outbound calls due to high capacity.We apologise for any inconveniences cause and will provide further updates shortly.

  • Network Service Interuption
    on 13/07/2018 at 22:17

    Jul 20, 16:54 BSTPostmortem - At 16:30, SBT's network supplier responded to alerts showing a sharp reduction in internet traffic across their primary internet transit link, which provides routing to the public internet. To resolve the underlying issue, they decided to manually disable this primary transit link and push traffic over other links to allow time for investigation. This was due to a line card equipment failure in their network. After disabling the primary transit link, internet traffic should have been immediately routed through a secondary transit. This rerouting was successful and was in place less than a minute after the disabling of the primary transit. This led our network supplier to believe that the risk to service had been averted. However, SBT services continued to be down. An urgent priority fault was raised to our network supplier to investigate the disruption, which found that the secondary transit route was not accepting SBT traffic in-spite of previous confirmation that it was provisioned to do so. At 18:17 the primary (London) transit was re-enabled, restoring traffic. We have since re-confirmed that the secondary transit route is definitely viable and will conduct a full out of hours test of this in the near future. The loss of the network affected our Support and Sales teams ability to access the internet, preventing them from making and receiving calls, responding to emails, and raising a post on our SBT Status page. Once backup internet connectivity was established, it was found that the same systems were still inaccessible, as login technologies were affected by the loss of the network and therefore unresponsive. SBT has extensive service disruption procedures and policies, however, we have not previously rehearsed a network failure that affects ourselves and customers simultaneously. This has now been addressed, with new policies being developed and changes to our internal systems underway. This event has highlighted our own reliance on our network, and the risk that this presents. Moving forward, additional disaster recovery measures are being developed to ensure such an event would not cause the widespread disruption that occurred in this instance. These measures include additional backup internet connectivity for our offices and an increased focus on the work being done to replicate our business-critical software in public cloud. We were already conducting a trial of our VoIP platform in Amazon with a selection of our partners. We appreciate the debilitating effect this type of incident has on our customers and we offer our sincere apologies for the disruption to your service. We are committed to improving our services and preventing such incidents from occurring again in future.Jul 13, 23:17 BSTResolved - This incident has been resolved.Jul 13, 18:21 BSTMonitoring - We have identified that at approximately 4.30 there was a problem with the main internet provider (Level3) to our main provider (Wavenet) for our telehouse servers in London. Our traffic re-routed to their backup provider, however, it seems that this connection does not fully support access to all of SBT's network and as a result we were only partially available.In addition, we found that a our VoIP platform could not then connect to much of the internet and it became significantly overloaded as it re-tried calls multiple times. Wavenet have re-enabled their main london provider and this has brought all services fully online. We can see calls being processed and the systems are recovering their full capacity.We will post a further update to this incident & a postmortem early next week.Jul 13, 17:55 BSTIdentified - We have restored partial service, but can see multiple problems remaining with phone call handling. We are continuing to work on restoring full service.Jul 13, 17:13 BSTInvestigating - We are currently investigating a potential router failure in telehouse, which is causing an interuption to service for customers of our voice and broadband services. We are in the process of removing it from service which we expect will take upto 30 mins. We will provide a further update at 5.30pm.

  • GS-Hosted Call Recording Down
    by Daniel Goodier on 10/07/2018 at 10:23

    Good morning,We have been aware of a call recording issue with GS Hosted for the last few days. We were initially under the impression that they could not be played back but were recorded and could be recovered. We now know that the recording server had a...

  • Inbound and Outbound Call Disruption
    on 26/06/2018 at 21:40

    Jul 6, 09:21 BSTPostmortem - On 7th June 2018 and on 26th June we saw two incidents where our network became partially unreachable. We have isolated both of these problems down to a specific router 'er3.the' which was responsible for one of our network peering connections via the London Internet Exchange and LoNAP. During the affected periods, we saw very high volumes of inbound VoIP network traffic from one of the major cloud providers (approximately an extra 20,000 packets per second), and as a result this router crashed and stopped routing traffic. However, it also did not disconnect from the other internal routers, and so the rest of the network was not able to carry on using the alternative routes. We had our datacentre do a complete power cycle of the router within about 30 minutes of the first interruption on 7th and 26th which caused an immediate recovery for the rest of the network. We decommissioned the router fully from the network on the evening of 26th without any further interruption. We have since decommissioned all similar models of router, also without any further interruption. Please accept our apologies for the interruption to service. Peter SBT CTOJun 26, 22:40 BSTResolved - We have now completed the work to remove a likely faulty router from our network and have seen no reoccurrence of this issue since the initial maintenance we did earlier today.Jun 26, 22:39 BSTUpdate - We are continuing to monitor for any further issues.Jun 26, 11:17 BSTMonitoring - Following work completed by our engineers, service has returned to normal.This status will be left in a monitoring state. Please accept our sincere apologies for the inconvenience caused.Jun 26, 10:57 BSTIdentified - While we are seeing call behaviour return to normal, we are performing emergency maintenance to stablise the service. This status will be updated with further information by 11:15.We apologise for the inconvenience caused.Jun 26, 10:46 BSTUpdate - We are continuing to investigate this issue.Jun 26, 10:43 BSTInvestigating - We have now identified a network issue that will be causing inbound calls to intermittently fail.We are working to resolve this now, and an update will be posted by 11:15 with further information.Please accept our apologies for the inconvenience caused.Jun 26, 10:39 BSTIdentified - We are currently investigating outbound call failures that occurred between 10:25 and 10:35 this morning.While service has since returned to normal levels, we are monitoring the situation closely to ensure there is no further disruption.Please accept our apologies for any inconvenience this may have caused.

  • Network Upgrade
    on 18/06/2018 at 22:23

    Jun 18, 23:23 BSTCompleted - The network maintenance is now complete, and traffic is routing via our new internet transit provider. Please accept our apologies if you experienced a short disconnection of services for about 10 minutes during the change over.Jun 18, 22:00 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Jun 15, 12:14 BSTScheduled - On Monday evening, we will be changing our internet transit provider to facilitate network upgrades. While there is no expected impact to this work, there is a small risk to voice, broadband, and cloud services due to the nature of the change.We apologise for any inconvenience this essential maintenance may cause.

  • Resolved - SHPBX portal.simplifiedhostedpbx.co.uk currently unavailable
    by Adam Howard on 18/06/2018 at 13:27

    Good Afternoon, We lost access to the site from approximately 14:07-14:23 our platform partner are investigating the root cause of the issue.Good Afternoon, We are sorry to state that if you visit the URL for the front end of our Simplified Hosted PBX ser...

  • SBT Support and Sales Unavailable
    on 13/06/2018 at 15:00

    Jun 13, 16:00 BSTCompleted - The scheduled maintenance has been completed.Jun 13, 14:30 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Jun 13, 10:47 BSTScheduled - Due to a company wide meeting, the SBT support, sales, provisioning, and onboarding teams will be unavailable between 14:30 and 16:00 today.If you need to contact any of these teams during this period, please do so by email.We apologise for any inconvenience this may cause.

  • Support Team Unavailable
    on 11/06/2018 at 10:30

    Jun 11, 11:30 BSTCompleted - The scheduled maintenance has been completed.Jun 11, 10:30 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Jun 11, 10:20 BSTScheduled - The SBT Support team will be unavailable from 10:30 to 11:30 for a department meeting. During this time, please submit tickets by email to voip.support@scotbbtel.co.uk. No phone calls will be accepted for the duration of the meeting.We apologise for any inconvenience this may cause.

  • Intermittent Network Issue
    on 07/06/2018 at 16:52

    Jun 7, 17:52 BSTResolved - Following work completed by our engineers at 16:55, we believe this incident to be fully resolved.If you are still experiencing issues with your service please contract our support team at voip.support@scotbbtel.co.uk with details of the issue.Again please accept our apologies for any inconvenience this may have caused.Jun 7, 16:42 BSTUpdate - Issues with SIP and IAX trunks as well as those affecting some of the SBT Connectivity customers are still under investigation.If you are currently experiencing a problem with your service please contact voip.support@scotbbtel.co.uk with the following information:1. Your customer ID2. Your connection's IP address3. A ping text result to sip.scotbbtel.co.ukPlease accept our apologies for any inconvenience this may cause. This status will be updated with further information by 17:45.Jun 7, 16:15 BSTUpdate - We have now identified that this issue is also affecting some customers with SBT Connectivity.Customers with broadband and fibre services may see connections losing routing, and be unable to browse the internet.If you are currently experiencing a problem with your service please contact voip.support@scotbbtel.co.uk with the following information:1. Your customer ID2. Your connection's IP address3. A ping text result to sip.scotbbtel.co.ukPlease accept our apologies for any inconvenience this may cause. This status will be updated with further information by 16:45.Jun 7, 16:06 BSTInvestigating - We are currently investigating reports of intermittent errors affecting customers using SBT SIP and IAX trunks. Customers may see intermittent reports of parts of our network being unreachable.This status will be updated by 16:30 with further information. Please accept our apologies for any inconvenience this may cause.

  • Simplified Hosted PBX Emergency maintenance
    by Karl Machen on 07/06/2018 at 10:11

    Good Morning,We have found an issue with the server post migration that will result in a short period of down time.This downtime will occured at 11:00 and lasted for two minutes whilst the issue was rectified aiming to ensure that all customers have servi...

  • Support Team Closed
    on 01/06/2018 at 17:00

    Jun 1, 18:00 BSTCompleted - The scheduled maintenance has been completed.Jun 1, 16:00 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Jun 1, 14:47 BSTScheduled - The SBT Support team will be unavailable after 4pm on 01/06/2018. This is to facilitate a department meeting.Customers will be unable to reach Support by phone, but will be able to submit tickets to voip.support@scotbbtel.co.uk. We apologise for any inconvenience this may cause.

  • National Fibre Loss of Service
    on 01/06/2018 at 15:00

    Jun 1, 16:00 BSTResolved - We have now received confirmation that this incident has been resolved. If you are still experiencing issues with your service, please power cycle your devices to regain connection.We apologise for any inconvenience this may have caused.Jun 1, 15:47 BSTIdentified - Our monitoring shows that circuits are returning to service, however we have not had confirmation from our suppliers that this incident has been resolved. We are continuing to monitor this incident and provide a further update at 17:00.Please accept our apologies for any inconvenience this may have caused.Jun 1, 14:41 BSTInvestigating - We have been notified by our suppliers of a national fibre outage. This may cause customers with EFM, Fibreline, or FTTC services to lose connection.The root cause of the loss of service is not currently known.This status will be updated with further information by 15:30. We apologise for any inconvenience this may cause.

  • Broadband and Ethernet Maintenance
    on 30/05/2018 at 03:00

    May 30, 04:00 BSTCompleted - The scheduled maintenance has been completed.May 29, 23:45 BSTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.May 22, 13:12 BSTScheduled - We are performing essential maintenance to our infrastructure between 12:00 and 04:00 on 30/05/2018.This maintenance will cause broadband, ethernet, and fibre services to disconnect for up to 5 minutes. Connections will automatically re-establish once the maintenance is complete. We apologies for any inconvenience this essential maintenance may cause.

  • SHPBX - Scheduled Maintenance - Friday the 1st of June - 02:00 AM (GMT+1)
    by Adam Howard on 25/05/2018 at 13:46

    Good Afternoon, This is to inform you about downtime of voice services, which will occur during a maintenance window in the early hours of Friday the 1st of June. The downtime will start at approximately 02:00 AM British Summer Time (GMT+1), and we expect...

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