Services Status

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  • Outbound Call Failures
    on 18/04/2018 at 21:13

    Apr 18, 22:13 BSTResolved - We are confident that this issue is fully resolved, and are therefore closing this status. We will post a summary of the cause of the incident once an internal review has been completed. Please accept our apologies for any inconvenience caused.Apr 18, 16:18 BSTMonitoring - We are now seeing call volumes return to normal, and outbound calls connect successfully. We are continuing to monitor call volumes and identify the cause. Please accept our apologies for any inconvenience caused.Apr 18, 16:11 BSTInvestigating - We are currently investigating reports of outbound call failures across SBT hosted VoIP, SIP trunk, and IAX customers. This is affecting calls into the SBT Support team. Please contact the team by email to voip.support@scotbbtel.co.uk as an alternative method. We apologise for any inconvenience this may cause. This status will be updated with further information by 16:30.

  • SBT Support Calls Intermittently Failing
    on 17/04/2018 at 13:34

    Apr 17, 14:34 BSTResolved - We have now received confirmation from our supplier that this has been resolved. Please accept our apologies for any inconvenience caused.Apr 17, 12:17 BSTInvestigating - The SBT Support teams' inbound calls are currently affected by a service fault with our supplier. This may cause calls to the support team to intermittently fail. While this incident is ongoing, please contact the support team by email to voip.support@scotbbtel.co.uk or partnervoip.support@scotbbtel.co.uk. We apologise for any inconvenience this may cause. This status will be updated with further information by 14:00.

  • Platform Maintenance
    on 13/04/2018 at 16:17

    Apr 13, 17:17 BSTCompleted - The scheduled maintenance has been completed.Feb 12, 13:45 GMTScheduled - Our engineers will be performing maintenance to the infrastructure supporting our Legacy Hosting and VoIP services between the dates of 16/02/2018 to 24/02/2018. Details on the maintenance being performed can be found below. 16/02/2018 22:00 to 23:00 No impact to services expected, however control panels, SBT VoIP, and SBT Legacy services should be considered at risk for the duration of the maintenance. 20/02/2018 22:00 to 23:00 No impact to services expected, however control panels, SBT VoIP, and SBT Legacy services should be considered at risk for the duration of the maintenance. 21/02/2018 22:00 to 00:00 Delivery of email may be delayed for up to 10 minutes during the maintenance window. Email delivery services should be considered at risk for the duration of the maintenance. 26/02/2018 19:00 to 20:00 Websites hosted on SBT Legacy services will be inaccessible for up to 10 minutes during this maintenance window. Databases serving Legacy websites should also be considered at risk for the duration of the maintenance. We apologise for any inconvenience this essential maintenance may cause.

  • Support Team Reduced Availability
    on 13/04/2018 at 16:16

    Apr 13, 17:16 BSTCompleted - The scheduled maintenance has been completed.Apr 13, 14:33 BSTScheduled - Due to an internal meeting, our Support teams will be working at reduced capacity between 15:00 and 16:00 today. Please contact the support team by email to voip.support@scotbbtel.co.uk for the duration of this maintenance, and our support team will respond as soon as they can. We apologise for any inconvenience this may cause.

  • Support Team Reduced Availability
    on 13/04/2018 at 16:16

    Apr 13, 17:16 BSTCompleted - The scheduled maintenance has been completed.Feb 14, 09:51 GMTScheduled - Due to internal training, our Customer Services team is working at reduced capacity for days 14/02/2018 and 16/02/2018. Customers trying to contact the team may see longer wait times before calls are answered or tickets are solved. We apologise for any inconvenience this may cause.

  • Nimans SIP - Issue 16/03/2018 - Interim Reason for Outage
    by Adam Howard on 10/04/2018 at 13:30

  • Re: Simplified Hosted PBX - Inbound DID and Termination issues (resolved)
    by Daniel Goodier on 05/04/2018 at 09:19

    Hello,The disruption we posted yesterday has now been resolved as of 16:04 yesterday afternoon.Many thanks,Dan

  • Call Setup Delays and Audio Errors on Hosted VoIP
    on 04/04/2018 at 16:03

    Apr 4, 17:03 BSTResolved - We have been monitoring the VoIP services for 24 hours with no indication of further related issues. This status will therefore be closed. Please accept our apologies for any inconvenience this may have caused.Apr 3, 16:45 BSTMonitoring - Following on from this morning's incident, a further short disruption was seen at 15:47. This incident had a similar root cause as the earlier and lasted 14 minutes. Our engineers immediately made an emergency change, which has resolved this issue. This status is for informational purposes only as services have since resumed. We are monitoring the network closely for further behaviour that would be cause for concern.

  • Inbound Call Failures
    on 04/04/2018 at 16:00

    Apr 4, 17:00 BSTResolved - No further reports of this incident have been received, and we are satisfied that this is now resolved. If you are still experiencing issues with your service please contact support on 01738 211211 or voip.support@scotbbtel.co.uk. This status will be updated with the reason for the incident once supplied by our upstream carrier. Please accept our apologies for any inconvenience this may have caused.Apr 4, 15:57 BSTMonitoring - We have received confirmation that this incident is now fully resolved. This status will be left in a monitoring state as a precautionary measure. If you are still experiencing issues with your service please contact support on 01738 211211 or voip.support@scotbbtel.co.uk. We apologise for any inconvenience this may have caused.Apr 4, 15:24 BSTIdentified - Our upstream supplier has identified the cause of the incident and is implementing an emergency change to resolve it. Customers may see service returning to normal. Please accept our apologies for the inconvenience caused. A further update will be post by 15:45.Apr 4, 15:18 BSTUpdate - This incident is still under investigation with our upstream supplier. We have not been provided an estimated resolution time at this stage. We apologise for any inconvenience this may cause. This status will be updated by 15:45 with further information.Apr 4, 14:48 BSTInvestigating - We are currently investigating reports of call failures to a subset of numbers. This appears to be a fault on an upstream supplier's network, and we are working closely with them to resolve it. This is affecting calls to the SBT Support teams. While this incident is ongoing, customers may dial the following numbers to reach us: VoIP Support- 01225 580881 Connectivity and Broadband Support- 01225 580887 Cloud Support- 01225 581676 Billing Support- 01225 436718 Partner Support - 01225 541114 Porting and provisioning- 01225 580129 On boarding- 01225 580936 We apologise for any inconvenience this may cause. This status will be updated with further information by 15:15.

  • Simplified Hosted PBX - Inbound DID and Termination issues
    by Adam Howard on 04/04/2018 at 14:42

    Good AfternoonIt's come to our attention that one of our primary DID vendors is facing major network disruption - affecting inbound DID and (potentially) outbound termination. We will send out further service updates as the situation progresses.Apologies ...

  • Simplified Hosted PBX - Technical & Provisioning Workshop
    by Adam Howard on 03/04/2018 at 13:02

    We’ve Simplifiedour Hosted PBX Register Here Join our specialists for a technical and provisioning workshop to get hands-on experience of our new proposition and order management platform. On the day we will cover: • An overview of the ...

  • One Way Audio Issues for Hosted VoIP
    on 03/04/2018 at 12:46

    Apr 3, 13:46 BSTResolved - We have now received confirmation that service has returned to normal, and calls are completing as expected. If you are still experiencing issues with your service please contact our support team on voip.support@scotbbtel.co.uk. Apologies for the inconvenience and disruption to service. A summary of the incident will be published on this post within the next three days.Apr 3, 13:05 BSTMonitoring - Following emergency maintenance completed by our engineers, we believe this issue to now be resolved. Customers may see a slight delay on call set up while the services stablise. We apologise again for any inconvenience this may have caused.Apr 3, 12:38 BSTIdentified - We believe we have identified the root cause of this issue, and are currently working to implement a fix. This status will be updated with further information by 13:00. Please accept our apologies for any inconvenience this may cause.Apr 3, 12:24 BSTInvestigating - Our engineers are currently investigating reports of intermittent one way audio on hosted VoIP calls. If you are currently experiencing issues with your service, please provide the following information to voip.support@scotbbtel.co.uk: 1. Your Customer ID 2. An example call, including the number from and to 3. The specific behaviour of the call We apologise for any inconvenience this may cause. This status will be updated with further information by 12:45.

  • Strategic Imperatives - GPDR Regulations
    by Daniel Goodier on 26/03/2018 at 11:59

    WLR3 Platform GDPR Update As widely publicized within the industry, upcoming EU-GDPR regulations introduce a number of obligations and recommendations on the storage and processing of personal data by organisations within the EU. To ensure compliance we a...

  • BT Mass Service Outage
    by Karl Machen on 21/03/2018 at 10:39

    Good Morning,Many services have been affected by the mass service outage BT have suffered from 08:45 this morning.We have sourced this map from downdetector.co.uk for a visual representation of the areas suffering an outage.We aren't getting regular updat...

  • RFO : GS Hosted Outage on 14/03/18
    by Daniel Goodier on 20/03/2018 at 11:41

    SERVICE INCIDENT REPORT Incident Ref(s) Incident Description Key Timings T20180314.0332 Outage impacting Voice and Ethernet services Incident Start Time: Wednesday 14th March 2018 at 14.57 Incident End Time: Wednesday 14th March 2018 at 14...

  • Reduced Support Availability due to Weather
    on 19/03/2018 at 19:50

    Mar 19, 19:50 GMTResolved - This incident has been resolved.Mar 19, 07:18 GMTMonitoring - Due to overnight snowfall the SBT Support team will be working at reduced capacity today. If your query is not urgent, please contact us by email on voip.support@scotbbtel.co.uk rather than phoning. We apologise for any inconvenience that this may cause.

  • GS Hosted Emergency Maintenance - 17/03/18 00:00 to 01:00
    by Daniel Goodier on 16/03/2018 at 15:59

    Good afternoon, What is the planned maintenance and why is it required? Our engineers are required to carry out emergency network maintenance within the data centre following the short drop at 14:57 on 14th March 2018, where an error occurred resulting in...

  • Re: tIPicall/Talktalk network issue
    by Daniel Goodier on 16/03/2018 at 15:21

    Hello,14:45 – 3rd Line Engineers have made a change to alleviate the call quality issues, customer’s should no longer experience any issues with call quality. If you are still experiencing an issue, please let us know by logging a ticket with us.Many than...

  • tIPicall/Talktalk network issue
    by Karl Machen on 16/03/2018 at 13:48

    Good afternoon,Talktalk are experiencing intermittent issues which is affecting outbound audio on calls over SIP, the customer will hear noise and/or jitter on the receiver with a degradation of quality.This is currently under investigation by Talktalk. W...

  • GS Hosted Drop Today
    by Daniel Goodier on 14/03/2018 at 17:31

    Hello,This is a short update to acknowledge some of our customers today noticed a small drop with the GS Hosted platform. This is in relation to a Mass Service Outage at the data centre, we do not have the full details as of yet but the drop lasted a few ...

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