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  • SBT Support Unavailable
    on 19/02/2019 at 10:00

    Feb 19, 10:00 GMTCompleted - The scheduled maintenance has been completed.Feb 19, 09:30 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Feb 19, 09:20 GMTScheduled - The SBT Support team will be unavailable for 30 minutes this morning, beginning at 09:30am. This is due to an internal staff briefing.During this briefing please submit any support requests by email to voip.support@scotbbtel.co.uk. A member of the team will be monitoring the email requests and will ensure any urgent matters are appropriately identified and escalated.Please accept our apologies for the short notice.

  • SBT Support Unavailable
    on 05/02/2019 at 16:00

    Feb 5, 16:00 GMTCompleted - The scheduled maintenance has been completed.Feb 5, 15:00 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Feb 5, 14:44 GMTScheduled - The SBT Support team will be unavailable this afternoon between 3pm and 4pm for a company meeting.During this time please raise any incidents by email to voip.support@scotbbtel.co.uk.Please accept our apologies for the late notice.

  • SBT Network Errors
    on 05/02/2019 at 14:41

    Feb 5, 14:41 GMTResolved - We have received confirmation from our supplier that this incident has been fully resolved. The reported cause of the incident was rebooting network devices, which affected routing of traffic world wide.An in-depth post-mortem report will be made available as soon as it is received from our supplier. If you continue to experience issues with your service please contact our support team by email to voip.support@scotbbtel.co.uk.We apologise for any inconvenience this incident may have caused.Feb 5, 11:28 GMTUpdate - We are continuing to monitor for any further issues.Feb 5, 11:27 GMTMonitoring - Inbound and outbound VoIP services are functioning at expected levels and connectivity services are gradually being restored.We are working with our upstream supplier to fully restore services and identify the cause of the incident.This status will be updated with further information by 12:00. Please accept our apologies for the inconvenience caused.Feb 5, 11:10 GMTInvestigating - We are currently investigating reports of networking issues affecting SBT services. This will be affecting customers with SBT connectivity services including DSL and leased lines as well as SBT VoIP products.This is also affecting the SBT Support team's ability to take inbound phone calls. Please contact support by email to voip.support@scotbbtel.co.uk for the duration of this incident.We are working to resolve this as an urgent priority. This status will be updated with further information by 11:40. We apologise for any inconvenience this may cause.

  • SHPBX Maintenance - 02/02/19 02:00–02:10
    by Adam Howard on 01/02/2019 at 10:33

    Good Morning, Our platform partner is planning to release a series of minor patches and small upgrades over the next few weeks as preparation for major upgrades to the Porta Softswitch. These upgrades should have minimal effect on service and all will be ...

  • Voicemail and Call Recording Unavailable
    on 23/01/2019 at 16:14

    Jan 23, 16:14 GMTResolved - Following platform monitoring we are confident that this issue is fully resolved, and as such as closing this status.A post-mortem report will be made available through this status by the end of the week.if you are still experiencing issues with your service please contact support by email to voip.support@scotbbtel.co.uk.We apologise for any inconvenience this incident may have caused.Jan 23, 10:40 GMTMonitoring - Our engineers have now finished releasing work to resolve this issue. Customers will now be able to record calls and voicemails, and access the files through their SBT control panels.This status will be left in a monitoring state for a short period of time. If you continue to experience issues with your service please contact support by email to voip.support@scotbbtel.co.uk.Please accept our apologies for any inconvenience this incident may have caused.Jan 23, 10:36 GMTUpdate - Our engineers are continuing to work to resolve this issue. Once again please accept our apologies for any inconvenience caused. This status will be updated with further information by 11:00.Jan 23, 10:06 GMTUpdate - Work to resolve this incident has been written, and is being released to our platform as an emergency fix. Once again please accept our apologies for any inconvenience caused. This status will be updated with further information by 10:30.Jan 23, 09:41 GMTIdentified - We have now identified the cause of the incident and are working to resolve it.This status will be updated further by 10:15. We apologise for any inconvenience this may cause.Jan 23, 09:26 GMTUpdate - This incident is also affecting customer call recording. Calls made will not be recorded, nor will customers be able to download their call recordings through the SBT control panel.We are investigating this as a priority. This status will be updated with further information by 10:00.Please accept our apologies for any inconvenience caused.Jan 23, 09:19 GMTInvestigating - We are currently investigating reports of voicemail being unavailable. Voicemail messages will not be able to be left, nor will customers be able to retrieve voicemail messages through *1 or the SBT control panels.We apologise for any inconvenience this may cause. This status will be updated with further information by 10:00.

  • Inbound Call Failures for Ported Numbers
    on 17/01/2019 at 12:59

    Jan 17, 12:59 GMTResolved - We have seen no further issues with the service and are therefore closing this status.Our supplier has confirmed that the cause of the issue was a major DNS failure of both their primary and secondary systems. The have completed preliminary analysis of the outage and identified a software vulnerability that had previously gone undetected.Please accept our apologies for any inconvenience this incident may have caused.Jan 17, 09:31 GMTMonitoring - We are now seeing calls passing successfully once more. Customers still experiencing issues with their service should contact our support team by email to voip.support@scotbbtel.co.uk.We apologise for any inconvenience cause by this incident.Jan 17, 09:24 GMTInvestigating - We are currently investigating reports of inbound call failures to a subset of phone numbers. This is limited to numbers ported in to SBT, or purchased from one supplier.We are working with our supplier to identify and resolve the incident. This status will be updated by 10:00 with further information.Please accept our apologies for any inconvenience this may cause.

  • Out of Hours Escalation Line
    by Adam Howard on 20/12/2018 at 16:44

    Escalation line for outside office hours: 0161 297 0953 We provide this line for our resellers to escalate service affecting faults, in order to use this service the team require a ticket reference for an issue already logged on the faults helpdesk/ticket...

  • SBT Support Closing Early
    on 18/12/2018 at 21:00

    Dec 18, 21:00 GMTCompleted - The scheduled maintenance has been completed.Dec 18, 15:00 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Dec 17, 15:07 GMTScheduled - The SBT Support and Provisioning teams will be closing early on 18/12/2018 for a department function.The team will close at 3pm on Tuesday and reopen as normal on Wednesday. During this time please contact the teams via voip.support@scotbbtel.co.uk or administration@scotbbtel.co.uk, as our email will be monitored for urgent cases and escalations.We apologise for any inconvenience this may cause.

  • SBT Support Unavailable
    on 11/12/2018 at 15:31

    Dec 11, 15:31 GMTCompleted - The scheduled maintenance has been completed.Dec 11, 14:00 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Dec 11, 09:45 GMTScheduled - Between 14:00 and 15:30 today the support and provisioning teams will be unavailable due to a staff meeting.During this time please submit tickets by email to voip.support@scotbbtel.co.uk or administration@scotbbtel.co.uk, respectively.We apologise for any inconvenience this may cause.

  • GS Hosted Planned Maintenance - 12/12/18
    by Daniel Goodier on 06/12/2018 at 17:21

    Good afternoon,Please be aware that planned maintenance will be taking place on the GS Hosted platform;  What's the planned maintenance and why is it required? Engineers will be performing scheduled maintenance to upgrade software on the core Provider Edg...

  • Network Maintenance & Testing Advisory
    on 28/11/2018 at 23:00

    Nov 28, 23:00 GMTCompleted - The scheduled maintenance has been completed.Nov 28, 22:00 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Nov 23, 16:23 GMTScheduled - We will be performing testing on our new network between 22:00 and 23:00 on 28/11/2018, to ensure that the network configuration is fully redundant. We expect there to be minimal interruption, however customers should consider VoIP services at risk of up to 10 minutes disruption.We apologise for any inconvenience this essential testing may cause.

  • Simplified Hosted PBX Planned Works Notification
    by Karl Machen on 23/11/2018 at 16:52

    Good afternoon,I wish to make you aware of planned works on the Simplified Hosted PBX platform.This work will be carried our on Sunday 25th November 2018 between 08:00 - 20:00There will be two periods of downtime during this window, the first as one of th...

  • Simplified Hosted PBX - Performance Issues
    by Adam Howard on 23/11/2018 at 09:01

    Good Morning, We have been seeing some minor performance issues with speed over the last few days on the Simplified Hosed PBX portal (portal.simplifiedhostedpbx.co.uk). Our platform partner performed some routine maintenance yesterday evening which should...

  • Network Maintenance & Testing Advisory
    on 16/11/2018 at 03:13

    Nov 16, 03:13 GMTCompleted - The scheduled maintenance has been completed.Nov 15, 23:00 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Nov 14, 13:26 GMTScheduled - We will be performing testing on our new network between 23:00 and 01:00 on 15/11/2018, to ensure that the network configuration is fully redundant. We expect there to be minimal interruption, however customers should consider VoIP services at risk of up to 10 minutes disruption.We apologise for any inconvenience this essential testing may cause.

  • Support and Sales Unavailable
    on 15/11/2018 at 13:22

    Nov 15, 13:22 GMTResolved - The SBT Support team is now operating at normal levels again, and as such we are closing this status.The team is working through requests received during this incident as quickly as they can, however due to the volume the wait time for requests may be longer than usual.This incident was a test of our Business Continuity processes, which ensure that SBT Communications are organised and responsive to circumstances that may affect our ability to serve our customers. This test has proven that we can recover from a business-disrupting event in a timely manner, and that many of our customer-facing teams are able to continue to work without much disruption to our customers.We will be reviewing today's lessons and how we can continue to improve our processes with our senior management. We are pleased with the outcome of the testing, and although there are improvements that can be made, the overall performance of the departments was good and shows that we are able to be resilient.Thank you for your patience during this test, and for choosing SBT as your trusted supplier.Nov 15, 12:01 GMTMonitoring - The SBT office is now operational, and the sales team are functioning as normal.The SBT Support team may still be unavailable for a time, whilst team member are travelling.Please accept our apologies for any inconvenience this may have caused.Nov 15, 11:26 GMTIdentified - We are expecting the Support and Sales teams to resume after 1pm today.IN the meantime please submit tickets to voip.support@scotbbtel.co.uk or sales@scotbbtel.co.uk, so that a member of the respective team may assist once they are able to.We apologise for any inconvenience this may cause.Nov 15, 10:53 GMTInvestigating - SBT Support and Sales teams are currently unavailable due to an office evacuation.This status will be updated as soon as a timeframe for returns is available. We apologise for any inconvenience caused.

  • Sales and Support Unavailable
    on 08/11/2018 at 16:00

    Nov 8, 16:00 GMTCompleted - The scheduled maintenance has been completed.Nov 8, 14:31 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Nov 8, 14:25 GMTScheduled - The SBT Sales and Support team will be unavailable from 14:30 to 16:00 today due to an all staff meeting.Customers can raise tickets and questions in the meantime by email to sales@scotbbtel.co.uk or voip.support@scotbbtel.co.uk where appropriate.Please accept our apologies for any inconvenience this may cause.

  • VoIP Service Degradation
    on 31/10/2018 at 12:51

    Oct 31, 12:51 GMTResolved - We have been monitoring this incident closely and have seen no further errors.If you experience issues with your service please contact support by email to voip.support@scotbbtel.co.uk.Please accept our apologies for any inconvenience caused.Oct 30, 19:17 GMTMonitoring - Our engineers have now completed emergency maintenance, and voicemail and call recording services are working as expected.This status will be left in a monitoring state over night, and updated by 10:00am tomorrow.We apologise for any inconvenience this incident may have caused.Oct 30, 17:28 GMTIdentified - We are now receiving reports of voicemail and call recordings not being accessible. We believe we know the cause of this and are working to resolve it.Inbound calls may not be going to voicemail, and customers may not be able to listen to call recordings through the control panel.This status will be updated with further information by 09:00 tomorrow morning. Please accept our apologies for any inconvenience.Oct 30, 16:51 GMTMonitoring - Following work completed by our engineers we now believe this incident to be resolved. If you are continuing to experience issues with your service please contact support by email to voip.support@scotbbtel.co.uk.Please accept our apologies for any inconvenience caused.Oct 30, 16:35 GMTIdentified - We have identified the cause of the problem and are working to resolve it. This status will be updated with further information by 18:00.We apologise for any inconvenience this may cause.Oct 30, 16:07 GMTInvestigating - We are currently investigating reports service degradation on our hosted VoIP platform.Customers may be unable to view or create hunt groups and extensions through our online control panel, may see intermittent outbound call failures, or may be unable to access voicemail through our phone call retrieval system.If you are experiencing problems with your service please contact us by email to voip.support@scotbbtel.co.uk with the following information:1. Your customer ID number2. The nature of the issuePlease accept our apologies for any inconvenience. This status will be updated by 16:30 with further information.

  • Limited Support Availability
    on 30/10/2018 at 16:01

    Oct 30, 16:01 GMTCompleted - The scheduled maintenance has been completed.Oct 30, 14:01 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Oct 30, 14:00 GMTScheduled - Our support team will have reduced availability from 14:00 to 16:00 today due to staff training.During this time your wait time on the phone may be longer. Please raise cases to us by email instead, to voip.support@scotbbtel.co.uk.We apologise for any inconvenience this may cause.

  • Support Availability
    on 29/10/2018 at 16:00

    Oct 29, 16:00 GMTCompleted - The scheduled maintenance has been completed.Oct 29, 14:00 GMTIn progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Oct 29, 13:55 GMTScheduled - Our support team will have reduced availability from 14:00 to 16:00 today due to staff training.During this time your wait time on the phone may be longer. Please raise cases to us by email instead, to voip.support@scotbbtel.co.uk.We apologise for any inconvenience this may cause.

  • Simplified Hosted PBX – Further Update
    by Adam Howard on 29/10/2018 at 10:01

    Good Morning, Some resellers have indicated they are unable to access their admin interface on the portal if you are affected by this please attempt a forgot password and if this does not restore your service please contact a member of the team. Sincerest...

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