Nebula had 43 outages in the last 2 years totaling 242h 53m of downtime — averaging 1.8 incidents per month.
There were 43 Nebula outages since May 24, 2024 totaling 242h 53m of downtime. Each is summarised below — incident details, duration, and resolution information.
We have identified an issue with outbound calls connecting and are working on a fix. We will provide another update within 10 minutes.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We're investigating reports of issues logging into our desktop apps and online portals. Calls and all other services remain unaffected.
The issue has been identified and a fix is being implemented.
Dashboards should be restored. Apps will follow shortly as systems are reinitialised.
Desktop App access should also be restored. Users should restart their apps if access does not resume automatically.
This incident has been resolved.
We're investigating reports of severe post dial delay on outbound calling. Will update in next 20 minutes.
Inbound calls and dashboards remain unaffected. We are investigating with urgency.
We have identified the issue and are implementing a fix. Service should be restored shortly.
The fix has been implemented and we're seeing service restored to all users. We'll continue to monitor closely for a period before marking this as resolved.
This incident has been resolved.
At 12:01 PM GMT today, some users experienced an interruption when placing outbound calls. Inbound routing, internal extension calling, and online dashboards remained fully operational throughout. All services were restored by 12:14 PM GMT. The issue was caused by an isolated storage component within our Fraud Protection engine. This feature monitors real-time spend, providing an extra layer of security for our customers and partners. The issue was identified, acted upon and resolved within 13 minutes.
We are investigating reports of a brief period of disruption on selected accounts at around 10:48am, which affected apps, handsets, and dashboards. Service was restored in these areas automatically within 5 minutes, and we are currently investigating reports of slow load times on portals and apps. Calls are unaffected at this time.
Load times have returned to normal in all areas and we are monitoring.
We are marking this incident as resolved. Our service encountered an external DDoS attack. Our internal systems automatically mitigated the impact and rerouted the affected traffic with services returning to normal within a 5 minute period. All services remain operational.
We're investigating an issue with accessing apps and dashboards and are investigating with priority.
Traffic has been restored to normal by our automated measures and we are still investigating.
This incident has been marked as resolved. There was momentary interruption to some accounts while our auto-scaling measures kicked in due to run rate traffic peaking this morning. Service for all accounts were restored automatically by our redundancy measures, and the configuration of this auto-scaling service has been updated to ensure no service impact in future cases. We apologise for the brief disruption caused.
We're investigating issues of mobile and desktop apps being unresponsive. We're investigating with priority.
We've updated the title to reflect reports of handsets also not working. We are investigating with priority and will provide further information as soon as possible.
We've identified the issue and are working on a fix.
The issue is isolated to single zone. We are working on restoring service the affected accounts with urgency.
A fix has been implemented and we're seeing service has resumed, with all traffic returning to normal. We are continuing to monitor.
This incident has been resolved.
Following our initial report regarding the incident on January 12, 2026, our Engineering team implemented several emergency infrastructure upgrades. These improvements successfully mitigated the original risk and provided the enhanced visibility required to monitor this segment of our network more closely. On the afternoon of January 14, 2026, the same Memory Cache Layer within a single zone experienced a secondary disruption. This resulted in a 40-minute service outage affecting handsets, mobile applications, and in-call media, for accounts in that zone. Thanks to the telemetry tools installed earlier this week, our team was able to rapidly isolate a specific software bug within this layer. This bug was triggered by recent increases in network traffic. We have since successfully replicated, retested, and deployed a permanent fix across all zones. We will continue to monitor the network closely to ensure continued stability.
We are currently investigating this issue.
We've rerouted traffic and are monitoring the results.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We're investigating some reports of calls continuing to ring after being picked up by an extension and audio disruption, on some end user accounts. We are seeing traffic flowing normally on most. Our team are investigating with priority. Will provide a further update in 20 minutes.
Our team have identified the affected services and are working to resolve. Will provide a further update within 20 minutes.
We are still working on the issue and are seeing improvements in some cases. Will provide a further update in 20 minutes.
Expected performance has resumed across the affected zone and we are seeing service return to normal for those affected accounts. We will continue monitoring for an extended period.
After a successful period of monitoring, we are marking this incident as resolved. We will publish further detail within then next few working days.
At 11:08am on 19 December, we identified that some calls received by end users continued to ring after pickup. Upon immediate investigation, we identified a series of transient faults in the data store cache triggered a crash in the connected proxies of one of our three zones. Reinitialising the proxies enabled service to resume at approximately 11:30am \(service restoration\). Further troubleshooting indicated the data store cache was not able to handle a long log messages \(fault cause\). To resolve proxy crashes caused by the data store’s inability to process large log messages, we optimised the configuration by increasing the output buffer and client limits while implementing stricter memory monitoring \(service resolution\).
Our team are investigating a brief period of disruption seen across a limited number of customers between 10:45-10:48 this morning, however our redundancy measures automatically re-routed affected traffic and all service was restored to the affected zone. We will continue monitoring to ensure no further degradation of service.
This incident has been resolved.
We have identified an issue causing degradation on calls and are working to resolve ASAP. We have rerouted affected traffic and seeing those services returning to normal however this may take a short period to complete. Will provide a further update in 20 minutes.
We've seen reports of services returning to normal. We are continuing to monitor the affected zone closely.
All services have returned to normal and we're hearing positive reports from our customers of the same. We are continuing to monitor all affected parts of the network for a prolonged period before marking as resolved.
After a successful period of monitoring we are marking this incident as resolved.
Our team are investigating disrupted performance on apps and dashboards.
Service should be restored to normal and we are monitoring affected services closely.
Service should be restored to normal and we are monitoring affected services closely.
This incident has been resolved.
We are currently investigating reports of presence / chat messages not updating on desktop apps only (mobile apps are unaffected). There is no impacts to calls, all other app features, or dashboards / portal, which remain fully operational. We will provide a further update shortly.
We have identified the root cause impacting chat messages on desktop apps and are currently deploying a fix. Once deployed, we will confirm this and move to a monitoring status.
A fix for chat on desktop apps has been successfully tested and deployed, and we will monitor this update in our live environment for a fixed period.
Following a successful monitoring period, this incident has been resolved.
Following essential maintenance works last night, some accounts on a single zone required a clear of routing cache within our database. This caused temporary disruption between 08:15am and 08:35am, however all services have returned to normal operation.
Our team are aware of issues with AWS affecting some services which this morning were limited to SMS delivery, such as 2FA and mobile verification codes. While AWS are reporting recovery in some areas of their network, we have begun to see calls impacted for some customers and are investigating this with urgency. https://www.bbc.co.uk/news/live/c5y8k7k6v1rt We apologise for the delayed acknowledgement of this issue, as our status page provider was also affected by the above outage.
We continue to investigate the issue however our mitigation steps have been successful and we're seeing services restored to across affected zone. Next update in 20 minutes.
We've seen all areas of our network return to normal service, in the wake of the recovery of multiple providers following the AWS outage. We'll continue to track all third party services and will close this incident as resolved following a prolonged monitoring period. We greatly appreciate your patience and understanding during this time.
After a period of successful monitoring we're closing this incident as resolved.
Our team are investigating degraded performance across dashboards and softphone applications, including chat and presence. Calls and hardware functions are not affected, and all other services are fully operational. We're actively working to address and will update within 20 minutes.
Our team have identified the origin of the issue and are working to restore service ASAP.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
For 5-10 minutes some accounts reported 5-10 seconds of post dial delay on inbound and outbound calls at 09:10am, however this has been resolved and we can see performance running normal across all services.
This Incident has been resolved and further information will be provided in due course.
Our team are investigating reports of issues with outbound calls and navigating dashboards. We will provide a further update within 30 minutes.
We have identified the issue and working on a fix. Next update within 20 minutes.
We are still working on this issue and have seen calls returning to normal in some cases. We are working on reports of issues with chat via our softphone applications.
We have seen all services return to normal and are actively monitoring the issue. This will be marked as resolved after a period of successful monitoring.
After a period of successful monitoring this incident is marked as resolved.
We've identified an issue with logging into Call Queues via shortcode, and toggling Call Queue Availability status via the Users page of Dashboards. If toggling queue status via the softphone apps does work as intended. A fix is being deployed and all users should see this function restored within 30 minutes. Will update as soon as confirmed.
The fix is still being deployed and is now resolved for the majority of customers. Will provide further update in 30 minutes.
We are actively monitoring this incident and will mark as resolved after a successful period.
After a period of successful monitoring, this incident is confirmed as resolved.
Our team have identified an issue with the Users page of customer dashboards not loading. We are deploying a fix and should be resolved within the next 30 minutes.
We've completed the update and the users page should be operational again. We'll continue to monitor and will mark as resolved later today.
This incident has been resolved.
Our team are investigating reports of Hot Desking devices failing to log in, and new configuration updates failing to upload to Yealink handsets. We will provide a further update within 30 minutes.
Our Team have identified the issue and are working on a solution. WIll provide a further update within 30 minutes.
Our team have implemented a fix and can see handsets are now provisioning successfully. We will continue to monitor the situation for the remainder of the day.
This incident has been resolved.