Nebula Outage History

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Nebula had 43 outages in the last 2 years totaling 474h 49m of downtime — averaging 1.8 incidents per month.

There were 43 Nebula outages since May 24, 2024 totaling 474h 49m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.nebulacloud.com

Minor May 20, 2025

Google Cloud Platform Outage - PDD and calls not connecting

Detected by Pingoru
May 20, 2025, 01:56 PM UTC
Resolved
May 21, 2025, 02:15 PM UTC
Duration
1d
Affected: Google Cloud Platform Google Compute Engine
Timeline · 6 updates
  1. identified May 20, 2025, 01:56 PM UTC

    We're investigating reports PDD and calls not connecting. Will provide a further update in 10 minutes.

  2. monitoring May 20, 2025, 02:03 PM UTC

    We've identified an issue with Google Cloud Platform, however they have confirmed the majority of issues are resolved and we can see call traffic returning to normal. We will continue to monitor and provide further updates as soon as they are available. Link here: https://status.cloud.google.com/incidents/SXRPpPwx2RZ5VHjTwFLx

  3. monitoring May 20, 2025, 02:11 PM UTC

    Call traffic has stabilised and no further reports are coming through, however we will continue to monitor this incident and close within 24 hours if no further updates.

  4. monitoring May 20, 2025, 02:11 PM UTC

    We are continuing to monitor for any further issues.

  5. monitoring May 20, 2025, 03:53 PM UTC

    To provide a further update on this incident so far: Google Cloud Platform acknowledged an incident on it's status page at around 12pm BST on Monday, however after investigation our NOC were satisfied that the affected portions of it's infrastructure had no adverse affect on our platform or services. At around 14:48pm BST, we became aware of reports of issues seen some customers, which aligned with the issues described by GCP, and coincided with the temporary loss of services with their online portals. Our DevOps team were in the process of escalating this incident with GCP, however shortly after at around 15:00pm BST we begun to see call traffic return to normal levels. We will continue to closely monitor both the GCP status and our own internal traffic reports, and will close this incident as fully resolved after a further 24 hours.

  6. resolved May 21, 2025, 02:15 PM UTC

    This incident has been resolved.

Read the full incident report →

Minor January 24, 2025

Service Disruption

Detected by Pingoru
Jan 24, 2025, 12:52 PM UTC
Resolved
Jan 27, 2025, 08:42 AM UTC
Duration
2d 19h
Affected: Core NetworkDashboardMobile ApplicationsDesktop Applications
Timeline · 6 updates
  1. investigating Jan 24, 2025, 12:52 PM UTC

    Our engineers are currently investigating reports of issues with apps and dashboards loading, and call connection. We will provide next update within 20 minutes.

  2. investigating Jan 24, 2025, 12:53 PM UTC

    We are continuing to investigate this issue.

  3. identified Jan 24, 2025, 01:01 PM UTC

    The issue has been identified and we're beginning to see traffic return to normal levels. We will continue to monitor and confirm once satisfied the incident is resolved.

  4. monitoring Jan 24, 2025, 02:11 PM UTC

    All services had resumed normal operations at 13:06pm today. Our teams are continuing to monitor all areas of the platform and will mark this incident as resolved following successful review over the weekend.

  5. resolved Jan 27, 2025, 08:42 AM UTC

    After a successful period of monitoring over the weekend our engineers are satisfied that this incident is resolved.

  6. postmortem Jan 27, 2025, 10:49 AM UTC

    On January 24th at 12:40pm we rolled out a security patch which was needed to address a newly identified vulnerability with one of our provisioning services. This affected only our supporting systems such as the website and dashboard, and took around 8 minutes to complete, with a few minutes thereafter to clear the backlog. During this time there was no significant impact on our telephony system, although some customers did report difficulty initiating new calls due to the authentication process.

Read the full incident report →

Major December 10, 2024

CallSwitchOne and PulseHD iOS Apps - Issues Receiving Calls

Detected by Pingoru
Dec 10, 2024, 02:00 PM UTC
Resolved
Dec 11, 2024, 08:45 AM UTC
Duration
18h 44m
Affected: Mobile Applications
Timeline · 3 updates
  1. identified Dec 10, 2024, 02:00 PM UTC

    This morning our engineers begun to investigate reports of calls not reaching users running our CallSwitch One and PulseHD apps mobile apps on iOS. We have identified the issue and are working to resolve with urgency, and will provide an update within the next 4 hours.

  2. monitoring Dec 10, 2024, 03:42 PM UTC

    Our engineers have implemented a fix and we're seeing calls receiving successfully on iOS devices, for both CallSwitchOne and PulseHD apps. We're continuing to monitor the situation and will close this incident as resolved in due course.

  3. resolved Dec 11, 2024, 08:45 AM UTC

    After a successful monitoring period this incident is now resolved.

Read the full incident report →

Notice December 3, 2024

December 2024: Nebula incident on Desktop Applications

Detected by Pingoru
Dec 03, 2024, 05:59 PM UTC
Resolved
Dec 06, 2024, 10:04 AM UTC
Duration
2d 16h
Affected: Desktop Applications
Timeline · 4 updates
  1. investigating Dec 03, 2024, 05:59 PM UTC

    We are currently receiving a small number of calls concerning phones in a hunt group continuing to ring after the call is answered. We are currently investigating the issue and will issue an update as soon as possible.

  2. identified Dec 04, 2024, 12:27 PM UTC

    Our engineers have found the root cause of the issue and are currently testing a patch to fix it. This will be rolled out in off-peak hours.

  3. monitoring Dec 05, 2024, 12:49 PM UTC

    A fix was implemented out of hours yesterday and initial testing seems to indicate this issue has been resolved. We will continue monitoring and update further in due course.

  4. resolved Dec 06, 2024, 10:04 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor November 15, 2024

Website and dashboard

Detected by Pingoru
Nov 15, 2024, 09:39 AM UTC
Resolved
Nov 15, 2024, 10:04 AM UTC
Duration
24m
Affected: Dashboard
Timeline · 3 updates
  1. investigating Nov 15, 2024, 09:39 AM UTC

    We are currently investigating this issue.

  2. identified Nov 15, 2024, 09:42 AM UTC

    We have identified a minor issue which is causing some users to not be able to access the dashboard. It is currently being reset and will be available very shortly.

  3. resolved Nov 15, 2024, 10:04 AM UTC

    This incident has been resolved.

Read the full incident report →

Minor October 1, 2024

Post-dial Delay

Detected by Pingoru
Oct 01, 2024, 12:06 PM UTC
Resolved
Oct 01, 2024, 08:38 PM UTC
Duration
8h 31m
Affected: Core NetworkMobile ApplicationsDesktop Applications
Timeline · 5 updates
  1. identified Oct 01, 2024, 12:06 PM UTC

    Our engineering team is currently investigating reports by a small number of customers of delay or no dial tone on outbound calling, and calls still ringing after calls being answered elsewhere. We are working hard to identify the issue and will provide updates as they become available

  2. identified Oct 01, 2024, 02:40 PM UTC

    Our engineers continue to investigate the issue and have created a fix for all related symptoms, including those affecting desk phone features such as BLF keys. We plan to roll this out during off-peak hours to avoid impacting our wider user base. We will provide our next update within the next hour.

  3. identified Oct 01, 2024, 03:40 PM UTC

    The fix is still scheduled for implementation after working hours and we expect all services to be fully restored after successful deployment this evening.

  4. resolved Oct 01, 2024, 08:38 PM UTC

    An update has now been implemented and after a period of successful monitoring our engineers are confirming this incident as resolved.

  5. postmortem Oct 04, 2024, 01:58 PM UTC

    At 14:30 on 1st October 2024 we became aware of an issue with some customers experiencing a delay of up to 10secs when initiating a call. After investigation we found that it was caused by an internal process essential to outbound call authorisation, which caused a delay in connection and was exponentially proportional to the number of users held by each partner - as a result, only partners with a moderate-to-large customer base would have experienced significant delays ,and the impact was unnoticeable for most end users across our estate. Following successful short-term adjustment to these processes, we have now installed a patch which greatly decreases the complexity and increases the speed of the call initiation process so that this problem will not occur again in the future.

Read the full incident report →

Minor September 23, 2024

Inbound calling

Detected by Pingoru
Sep 23, 2024, 09:59 AM UTC
Resolved
Sep 23, 2024, 04:10 PM UTC
Duration
6h 11m
Affected: Core NetworkMobile ApplicationsDesktop Applications
Timeline · 3 updates
  1. investigating Sep 23, 2024, 09:59 AM UTC

    Our engineering team is currently investigating reports of loss of audio and delays on inbound calling, for a small number of customers. We are working hard to identify the issue and will provide updates as they become available

  2. monitoring Sep 23, 2024, 10:20 AM UTC

    This issue is now resolved and we are currently monitoring the situation, and will post a further update as a final confirmation.

  3. resolved Sep 23, 2024, 04:10 PM UTC

    Following a successful monitoring period we can confirm resolution and closure of this issue

Read the full incident report →

Minor September 11, 2024

Degraded Portal Access

Detected by Pingoru
Sep 11, 2024, 12:51 PM UTC
Resolved
Sep 11, 2024, 01:51 PM UTC
Duration
59m
Affected: Dashboard
Timeline · 5 updates
  1. identified Sep 11, 2024, 12:51 PM UTC

    Our engineering team is currently investigating reports of inability to log in to online portals for a small number of customers. We are working hard to identify the issue and will provide updates as they become available.

  2. identified Sep 11, 2024, 01:01 PM UTC

    Our engineers continue to work towards resolution of the issue causing inability to log in for a small number of customers. We will continue to provide updates as they become available and apologise for the inconvenience

  3. monitoring Sep 11, 2024, 01:32 PM UTC

    This issue is now resolved and we are currently monitoring the situation, and will post a further update as a final confirmation.

  4. resolved Sep 11, 2024, 01:51 PM UTC

    Following a successful monitoring period we can confirm resolution and closure of this issue.

  5. postmortem Sep 13, 2024, 02:07 PM UTC

    At 13:53 some partners experienced difficulty accessing the online portal for a period of around 15 minutes. This did not affect any voice or telephony functions. The issue was caused by the rolling of out an critical security update which, because it did not affect voice services, was done during the day as per the standard release process. Following the incident we are reviewing our release build process so that similar updates in future will be significantly faster to roll out and therefore minimise the impact felt.

Read the full incident report →

Notice September 10, 2024

Disruption to Portal Access and Call Authorisation

Detected by Pingoru
Sep 10, 2024, 01:30 PM UTC
Resolved
Sep 10, 2024, 02:00 PM UTC
Duration
30m
Timeline · 1 update
  1. resolved Sep 11, 2024, 08:55 AM UTC

    Between 14:45pm and 14:54pm our core network experienced an issue which caused some of our customers to experience difficulty accessing our portal and initiating phone calls. This was due to issues with the load balancers which are used to route traffic through our system. The issue was rectified automatically after a short period, however clearing the backlog of requests took a few minutes. Following this incident our team is implementing improvements to this part of our infrastructure to better handle similar network circumstances in future.

Read the full incident report →

Critical August 23, 2024

Power Outage

Detected by Pingoru
Aug 23, 2024, 09:56 AM UTC
Resolved
Aug 23, 2024, 11:14 AM UTC
Duration
1h 17m
Affected: Customer Services
Timeline · 2 updates
  1. investigating Aug 23, 2024, 09:56 AM UTC

    Our Guildford based customer services team is being affected by a regional level power cut. Telephony services are not affected. Support will be resumed as soon as our DR plan has been implemented.

  2. resolved Aug 23, 2024, 11:14 AM UTC

    Power has now been restored and our customer service is fully operational

Read the full incident report →

Notice August 12, 2024

Google cloud outage

Detected by Pingoru
Aug 12, 2024, 01:46 PM UTC
Resolved
Aug 13, 2024, 07:52 AM UTC
Duration
18h 6m
Affected: Core NetworkBilling API
Timeline · 3 updates
  1. investigating Aug 12, 2024, 01:46 PM UTC

    We are currently investigating an issue related to the UK-wide troubles being experienced by Google Cloud. As our services use Google Cloud this may have a knock-on effect to our user base.

  2. monitoring Aug 12, 2024, 04:13 PM UTC

    We're seeing service returning to normal across our network and will continue to monitor today and over the week. Issue will be re-assessed and marked as resolved on Tuesday if no further reports

  3. resolved Aug 13, 2024, 07:52 AM UTC

    There have been no further reports following this incident and it is therefore now closed.

Read the full incident report →

Minor July 12, 2024

Reports of Call Quality Degredation

Detected by Pingoru
Jul 12, 2024, 10:05 AM UTC
Resolved
Jul 15, 2024, 08:10 AM UTC
Duration
2d 22h
Timeline · 6 updates
  1. investigating Jul 12, 2024, 10:05 AM UTC

    We're currently investigating reports of degraded audio on inbound and outbound calling, and have escalated to the relevant carriers involved. We will provide a further update within the next hour.

  2. identified Jul 12, 2024, 10:25 AM UTC

    We've identified an issue with the affected traffic and are working with the parties involved to address with extreme urgency. Will provide a further update within next 30 minutes.

  3. monitoring Jul 12, 2024, 11:10 AM UTC

    A resolution is being implemented and our NOC are monitoring the affected traffic for improvements. Expected resolution and next update inside 30 minutes.

  4. monitoring Jul 12, 2024, 11:37 AM UTC

    We're still monitoring for improvements across the affected areas of traffic. Next update will be provided as soon as possible.

  5. monitoring Jul 12, 2024, 12:19 PM UTC

    We're seeing service returning to normal across our network and will continue to monitor today and over the weekend. Issue will be re-assessed and marked as resolved on Monday if no further reports.

  6. resolved Jul 15, 2024, 08:10 AM UTC

    After monitoring traffic closely over the weekend our NOC are satisfied service is fully operational and are closing this incident as resolved.

Read the full incident report →

Minor May 24, 2024

Issues with Outbound Calling and App Messaging

Detected by Pingoru
May 24, 2024, 11:44 AM UTC
Resolved
May 28, 2024, 07:36 AM UTC
Duration
3d 19h
Affected: Core Network
Timeline · 4 updates
  1. investigating May 24, 2024, 11:44 AM UTC

    We are currently investigating reports of intermittent issues with outbound calling (post-dial delay) and degraded performance on our mobile and desktop applications. Our NOC are working on this with urgent priority and will provide another update within the next 30 mins.

  2. identified May 24, 2024, 11:53 AM UTC

    The issue has been identified and we're working to resolve with urgency. Will post another update within the next 30 mins.

  3. monitoring May 24, 2024, 12:15 PM UTC

    We've successfully rerouted the affected traffic on our network and service should be returning to normal. Monitoring will continue throughout the day and incident will be kept open in the interim

  4. resolved May 28, 2024, 07:36 AM UTC

    This incident has been resolved.

Read the full incident report →