Services Status

Everything is under the watchful eye of our experts

Live Updates
from our
Network Operations Centre

  • Cloud Mail Delays affecting Inbound and Outbound Email
    on 16/01/2018 at 22:16

    Jan 16, 22:16 GMTResolved - This incident has been resolved.Jan 16, 15:27 GMTMonitoring - Our engineers have resolved this issue, and are currently working with the SBT Cloud platform architects to identify the cause and prevent recurrence. Inbound and outbound mail during this period will have been queued by our servers, and will be delivered. Delivery may take up to two hours. If you believe there is still mail outstanding after this period please contact support on 01738 211211 or voip.support@scotbbtel.co.uk We apologise for any inconvenience this may have caused.Jan 16, 15:06 GMTInvestigating - We are currently investigating reports of mail not being received or sent through our SBT Cloud services. This will be affecting SBT Cloud email accounts using IMAP and POP3. Customers on Office 365 or Hosted Exchange services are not affected. We apologise for any inconvenience this may cause. An update will be post by 16:30.

  • SBT Sales Team Unavailable
    on 16/01/2018 at 12:02

    Jan 16, 12:02 GMTResolved - Calls are now routing to our sales team as expected. The team can be contacted on 01225 800808 and 01225800800. We apologise for any inconvenience this may have caused.Jan 16, 10:07 GMTInvestigating - We are currently investigating reports of the SBT Sales teams' phone numbers routing incorrectly. Please contact the sales team on sales@scotbbtel.co.uk while we resolve this error. We apologise for any inconvenience this may cause.

  • Platform Maintenance
    on 12/01/2018 at 22:23

    Jan 12, 22:23 GMTCompleted - The scheduled maintenance has been completed.Jan 12, 21:13 GMTVerifying - Our planned switch of the scotbbtel.co.uk's DNS servers has been made successfully and is now propagating.Jan 12, 15:10 GMTScheduled - We will be performing essential maintenance to our network between 22:00 and 06:00 tonight, 12/01/2018. This maintenance is not expected to cause disruption to live services, however the following services should be considered at risk for the duration of the maintenance window: - VoIP phone registration - SIP and IAX trunk registration - Connection to SBT websites, including customer facing control panels We apologise for any inconvenience this may cause.

  • Inbound Call Errors affecting Ported Numbers
    on 11/01/2018 at 12:46

    Jan 19, 10:25 GMTPostmortem - On the morning of the 11th of January 2018, a subset of SBT customers experienced total loss of inbound call routing. We appreciate that this disruption caused significant frustration to customers, and apologise sincerely for this. This loss was due to a server failure, causing DNS queries to scotbbtel.co.uk and SBT.net not to complete. We pride ourselves on having redundancies built in to our infrastructure to reduce the risk of service disruption. In the case of this incident, the routing of a subset of phone numbers relied on the resolution of our DNS. On Thursday the 11th of January, the servers performing this action suffered a significant failure that caused all queries to subdomains or hosts on scotbbtel.co.uk and SBT.net domains to fail to resolve. Our agents reacted swiftly to identify the cause of the failure and return service, culminating in restarting the affected servers. While this work was being undertaken the servers were unable to resolve DNS queries, resulting in 28 minutes of service disruption. Moving forward we have implemented a number of changes to ensure service reliability. DNS for scotbbtel.co.uk and SBT.net domains has been moved off SBT infrastructure to add another layer of protection to the services and reduce the risk of recurrence of this issue. SBT are more committed than ever to continually improving the quality or our services, and would like to apologise for the inconvenience caused by this incident.Jan 11, 12:46 GMTResolved - Our monitoring has confirmed that this incident has been fully resolved, as such this status is being closed. We will be continuing internal investigations into the cause of the incident, any findings will be post on this status upon completion. Again we apologise for any inconvenience this may have caused.Jan 11, 11:52 GMTMonitoring - We have now received confirmation that calls are routing as expected. If you are still experiencing issues with your calls please contact our support team by email to voip.support@scotbbtel.co.uk with details of the call behaviour. Please accept our apologies for any inconvenience this may have caused.Jan 11, 11:40 GMTIdentified - Our upstream supplier has confirmed that they have identified the cause of the incident, and are continuing to investigate internally. A further update will be post as soon as information is available. Please accept our apologies for any inconvenience this may cause.Jan 11, 11:26 GMTInvestigating - We are currently investigating reports of inbound call disruption to numbers ported from BT. Customers with ported numbers may be experiencing inbound call failures or disruption. If you are currently experiencing call disruption, please contact our support team by email to voip.support@scotbbtel.co.uk with the following information: 1. Your customer ID number 2. The numbers(s) affected 3. Any examples of calls that have not connected, including the originating caller number and time of the call. This incident has been reported to our upstream supplier, and we are currently working with them to resolve. We apologise for any inconvenience this may cause.

  • Attention SI / Strategic Imperatives users
    by Daniel Goodier on 05/01/2018 at 12:47

    Important information about your WLR3 service What do you need to do? To test your browser; Open the URL https://wlr3-https-verify.imperatives.co.uk in your web browser. If you can see the WLR3 portal login page then your browser is supported. You don’t n...

  • A reminder of the Nimans Network Services Seasonal Opening Hours
    by Adam Howard on 22/12/2017 at 13:18

    Hello, I would like to take this opportunity to wish you a Merry Christmas and Happy New Year on behalf of the whole team and network services and wider Nimans. Please note in some cases the office will be vacated early but our calls will go to the out of...

  • GS Hosted port request dates
    by Daniel Goodier on 19/12/2017 at 14:24

    Hello,Our porting team will not be available from Friday 22nd December until 2nd January. Please submit any port requests before Friday at 2pm, any port requests made after this can not be processed and you will be asked to resubmit in the New Year.Many t...

  • Faraday Network Upgrade 25th January 2018 resulting in OOH Network Outage for Broadband Complete
    by Daniel Goodier on 14/12/2017 at 15:04

    This briefing has been produced to inform customers about the first of the network outages planned at Faraday for 25th January 2018. BTW plan to upgrade all of the 'Front End Routers' (FER) that exist within the WBMC network. The upgrade is necessary to m...

  • VoIP: All gateways are disabled
    on 13/12/2017 at 16:40

    Dec 14, 17:15 GMTPostmortem - I am writing to give you further details about the service disruption that affected our voice customers yesterday morning, Wednesday 13th December 2017. We pride ourselves on the long-term reliability of our platform, so any outage, however small is deeply frustrating. I’m sorry for the inconvenience this may have caused – we appreciated your patience during the brief loss of service. As we continue to add more customers, we know more people rely on the predictability of our service to communicate with people inside and outside their companies. We take this responsibility very seriously and have learnt some important lessons that will help us deliver an even better service to you. Yesterday morning we were responding to a server specific issue that required unplanned maintenance at our London datacentre which coincided with an unforeseen increase in compute load on our infrastructure. The combination of removing a portion of our capacity for maintenance coupled with an upswing in compute demand led to a requirement of a full restart of a number of impacted servers. While these systems were being restarted, our platform was unable to provide service which caused the resultant, brief outage of 17 minutes from 10.08. Our platform is architected to support the removal or failure of significant capacity with little or no customer impact. We build our systems with the assumption that things will occasionally fail, and we rely on the ability to remove and replace capacity as one of our core operational processes. While this is an operation that we have relied on to maintain our systems since the launch of our platform, it has on this rare occasion not delivered a continuation of service. We have already modified a number of procedures and have added additional safeguards to further reduce the chance of this situation occurring in the future. While we are proud of our long track record of reliability and availability, we know any disruption to this service is frustrating for you. We feel it too because we use the service every day, so we know how disappointing it can be. We would like to take this opportunity to thank you for your continued support as we move forward into 2018 and wish you all an enjoyable festive period. Nick Caw, CEO SBT Communications Ltd.Dec 13, 16:40 GMTResolved - We are confident that the problems which affected the customers VoiP services between 10:20am and 10:40am today have now been resolved. All servers are now fully back online and handling a normal volume of calls. This service report will now be closed. Again, we apologise for any inconveniences causeDec 13, 11:30 GMTMonitoring - We received an unexpectedly high volume of calls which caused a number of service restarts between 10:20am and 10:40am. All servers are now fully back online and handling a normal volume of calls. However, we will continue to monitor the platform for observational purposes before closing the status. Again, we apologise for any inconveniences caused.Dec 13, 10:47 GMTInvestigating - We are currently investigating an intermittent problem within inbound and outbound calls on the VoIP platform. Our engineers have identified the cause of the problem and will be working on restoring the service to its original state as a priority. We will be sure to keep our customers informed on any developments. We apologise for any inconveniences caused.

  • Network Freeze 2017/2018
    by Adam Howard on 06/12/2017 at 10:57

    https://rnshelpdesk.kayako.com/Knowledgebase/Article/View/175/45/network-freeze-2017--2018  Please see full details below some information is still being confirmed. O2 Portorders to be with us by 12pm 20th December, we will be returning to business as us...

  • Planned maintenance on GS Hosted
    by Daniel Goodier on 04/12/2017 at 09:44

    Hi all, Please be advised of the below planned engineering work to be carried out. SERVICES AFFECTED GS Hosted Service    OVERALL WORK PERIOD Impact to service: Minimal Start Date & Time: 7th December 2017 22:00 Likel...

  • TalkTalk Business Broadband Potential DNS Issue
    by Adam Howard on 29/11/2017 at 15:21

    Good Afternoon, Please note the below issue As a workaround you can reconfigure your DNS for one of the following public DNS servers Google Primary 8.8.8.8 Backup 8.8.4.4Quad9Primary 9.9.9.9 Backup 149.112.112.112A comprehensive list is available from the...

  • Intermittent Disruption to the WLR Platform (SI)
    by Adam Howard on 21/11/2017 at 16:58

    Recent disruption to the WLR Platform (SI)During November our WLR3 portal has been intermittently inaccessible for periods of up to 90 seconds. This is occurring a number of times a week.We are fully aware of the situation and our Service Delivery team is...

  • SI - Openreach Appointment Availability Failing
    by Daniel Goodier on 17/11/2017 at 17:08

    Hello,Notification to all of our resellers using SI to raise WLR faults, Openreach appears to be experiencing system issues impacting the Appointment Availability dialogue service. We have advised Openreach of this issue and they have confirmed that there...

  • Connectivity Loss of Service- London
    on 15/11/2017 at 11:49

    Nov 15, 11:49 GMTResolved - Our supplier has identified the root cause and implemented a fix.Nov 14, 17:38 GMTUpdate - This incident is still under investigation. An update will be provided by 09:00. We apologise for any inconvenience this may cause.Nov 14, 14:54 GMTIdentified - Some customers in the Greater London area will currently be experiencing a loss of service. This is due to a fault in our upstream supplier's network. The incident will be affecting Broadband and Fibre customers in the following area codes: 02030 02031 02032 02070 02071 02072 02073 02074 02075 02076 02077 02078 02081 02082 02083 02087 02089 An update will be provided by 17:00. We apologise for any inconvenience this may cause.

  • Calls Transfers
    on 15/11/2017 at 09:25

    Nov 15, 09:25 GMTResolved - Following additional work reviewing further types of transfers, we have addressed all known concerns with call transfers. Thank you for your patience during this roll out.Nov 14, 10:09 GMTUpdate - Further work to resolve issues transferring calls internally has been released overnight, and we are have received confirmation from a number of customers that this issue is now resolved. However, work is ongoing to resolve issues with calls being transferred to external numbers, such as mobile phones. To help us diagnose and resolve this incident, please contact our support team by email to voip.support@scotbbtel.co.uk with the following information: 1. Your Customer ID 2. What type of phones are being used. 3. The specific call behaviour (e.g. A calls in to B, who transfers it to C using a Yealink T20). 4. An example call. Your assistance is greatly appreciated. We apologise for any inconvenience this may cause.Nov 9, 18:36 GMTMonitoring - We have rolled out the updates and will continue to monitor further reports of call transfer issues.Nov 9, 14:48 GMTInvestigating - We recently rolled out some improved functionality, so that when a call is transferred, the original customer’s caller id will be forwarded when the transfer completes. Following this we have received & resolved a number of reports of call transfers failing, or behaving out of the ordinary for some types of phone handsets. We have some further improvements being rolled out this evening. Specifically, the problems identified have usually been related to customers with small MTU settings, and large packet sizes, causing the broadband routers and/or phones to reject the transfer. You would experience this as the call cutting off when you complete the transfer. If you continue to experience problems with call transfers after 10th November, then please contact our support team by email to voip.support@scotbbtel.co.uk with the following information: 1. Your Customer ID 2. What type of phones are being used. 3. The specific call behaviour (e.g. A calls in to B, who transfers it to C using a Yealink T20). 4. An example call. We need this information to diagnose any remaining issues. Your assistance is greatly appreciated. We apologise for any inconvenience this may cause.

  • Strategic Imperatives - Maintenance - Completed
    by Daniel Goodier on 13/11/2017 at 09:08

    Hello,The maintenance on Strategic Imperatives completed around midnight on Friday and all services resumed as expected.Many thanks,Dan

  • Strategic Imperatives - Maintenance
    by Daniel Goodier on 10/11/2017 at 17:32

    Hello,Please be aware, Strategic Imperatives will be down from 9pm tonight for essential maintenance. We are expecting normal service to resume tomorrow but we will send a further update on Monday.Many thanks,Dan

  • Essential Hardware Maintenance
    on 10/11/2017 at 09:20

    Nov 10, 09:20 GMTCompleted - This maintenance was successfully completed during the maintenance window. If you are experiencing any issues with your service please contact our support team on 01738 211211 or voip.support@scotbbtel.co.uk. We apologise for any inconvenience this may have caused.Nov 9, 20:00 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Nov 8, 13:06 GMTScheduled - Our engineers will be performing essential maintenance between 20:00 on 09/11/2017 and 06:00 on 10/11/2017. The following services should be considered at risk for the duration of the maintenance: - Hosted VoIP - Outbound IAX calls - SBT Cloud websites - SBT Cloud control panel - Legacy Cloud email service - Legacy Cloud websites We apologise for any inconvenience this may cause.

  • [RFO] - Virtual Inbound Number - Service Outage - resolved
    by Daniel Goodier on 09/11/2017 at 15:24

    Good Afternoon,Please see below the RFO supplied by Vodafone regarding the outage on the 1st November which had an effect on all Nimans Number Manager "red" numbers.https://goo.gl/sbwUkKWe hope this report will give you an understanding of why this occurr...

Comments are closed