Nebula incident

Disruption to inbound and outbound calls

Minor Resolved View vendor source →

Nebula experienced a minor incident on November 17, 2025 affecting Core Network and Dashboard, lasting 23h 12m. The incident has been resolved; the full update timeline is below.

Started
Nov 17, 2025, 10:01 AM UTC
Resolved
Nov 18, 2025, 09:14 AM UTC
Duration
23h 12m
Detected by Pingoru
Nov 17, 2025, 10:01 AM UTC

Affected components

Core NetworkDashboard

Update timeline

  1. investigating Nov 17, 2025, 10:01 AM UTC

    Our team are investigating reports of call issues with some accounts on one zone. We will provide a further update within 20 minutes.

  2. investigating Nov 17, 2025, 10:04 AM UTC

    Dashboards are also affected in some cases. We are working to restore service to calls with priority.

  3. investigating Nov 17, 2025, 10:22 AM UTC

    We are continuing to investigate the issue. Dashboards are affected for all site visitors, however disruption on voice remains limited to one zone.

  4. identified Nov 17, 2025, 10:48 AM UTC

    We have identified the issue, and have implemented a fix and are seeing systems begin to return to normal, however will continue to monitor and provide further updates once we are confident all services have been restored.

  5. monitoring Nov 17, 2025, 10:55 AM UTC

    Traffic continues to return to normal for users on the affected zone and we are seeing dashboard load speeds improve. We will continue to provide updates until confident all services have resumed.

  6. monitoring Nov 17, 2025, 11:01 AM UTC

    Note: some customers may experience delay on calls while we clear a backlog of SIP messages, however this is being cleared at speed and we continue to monitor for any ongoing causes.

  7. monitoring Nov 17, 2025, 11:36 AM UTC

    We are still monitoring the issue and are exploring individual cases of poor quality or delayed connection on calls. Will provide a further update in 30 minutes.

  8. monitoring Nov 17, 2025, 11:52 AM UTC

    We have identified residual connections to the originally affected server clusters: we flushed these connections at 11:45am and are now seeing service restored for the limited number that are still experiencing issues with dialling.

  9. monitoring Nov 17, 2025, 03:52 PM UTC

    We are satisfied that all services have returned to normal, and will monitor all services until tomorrow before marking this incident as resolved.

  10. resolved Nov 18, 2025, 09:14 AM UTC

    After a successful period of monitoring we are marking this incident as resolved.