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P1 Notification of Major Service Outage - Post-Planned SMS Maintenance

Resolved
Incident Overview

We have now received confirmation that the issue affecting Inbound SMS delivery between approximately 02:00 AEST and 4:30 AEST has been fully resolved. 

During the incident window, some messages may have experienced delays before successful delivery. Following investigation and mitigation actions implemented by our carrier partner, service stability was restored. 

We apologize for any inconvenience this incident may have caused and thank you for your patience while the issue was being addressed. We will continue to monitor service performance closely.

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P2 - Outbound call connectivity issue in Singapore using +65 as CLI

Resolved
P1 Notification of Major Service Outage - Post-Planned SMS Maintenance
  • Reference:
    PRGOPS-617
  • Outage type:
    Major outage
  • Start date of outage:
    21/10/2026
  • Start time of outage:
    02:00
  • End date of outage:
    21/10/2026
  • End time of outage:
    04:30
  • Duration of outage
  • Affected suburb(s)/towns:
    Information not available – no technical visibility
  • Affected State(s)/Territories:
    Information not available – no technical visibility
  • Affected postcode(s):
    Information not available – no technical visibility
  • Types of services impacted:
    We have now received confirmation that the issue affecting Inbound SMS delivery between approximately 02:00 AEST and 4:30 AEST has been fully resolved. During the incident window, some messages may have experienced delays before successful delivery. Following investigation and mitigation actions implemented by our carrier partner, service stability was restored.
  • Number of each type of service affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Carrier or carriage service provider responsible for resolving outage:
    Symbio
  • Suspected cause:
    Other
  • Cause (related to a natural event or weather):
    No
  • Additional information:
    Symbio is closely monitoring.
  • Estimated restoration:
  • Date entry first published:
    21/10/2026 03:55
  • Date entry last rectified:
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Oct 21, 2026 6:50
P1 Notification of Major Service Outage - Post-Planned SMS Maintenance
  • Reference:
    PRGOPS-617
  • Outage type:
    Major outage
  • Start date of outage:
    21/10/2026
  • Start time of outage:
    02:00
  • End date of outage:
  • End time of outage:
  • Duration of outage
  • Affected suburb(s)/towns:
    Information not available – no technical visibility
  • Affected State(s)/Territories:
    Information not available – no technical visibility
  • Affected postcode(s):
    Information not available – no technical visibility
  • Types of services impacted:
    Work is still in progress to restore services following the completion of planned maintenance activities, we have identified an issue resulting in delays to SMS traffic. The incident was detected shortly after the maintenance window concluded at 0200 hrs AEST, and investigations are currently underway. Initial findings indicate that the issue may be related to SMS Planned Maintenance.
  • Number of each type of service affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Carrier or carriage service provider responsible for resolving outage:
    Symbio
  • Suspected cause:
    Other
  • Cause (related to a natural event or weather):
    No
  • Additional information:
    At this time, our carrier partner continues to investigate and implement corrective actions. Symbio is closely monitoring progress and will provide further updates as soon as new information becomes available.
  • Estimated restoration:
  • Date entry first published:
    21/10/2026 03:55
  • Date entry last rectified:
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Oct 21, 2026 3:56
P1 Notification of Major Service Outage - Post-Planned SMS Maintenance
  • Reference:
    PRGOPS-617
  • Outage type:
    Major outage
  • Start date of outage:
    21/10/2026
  • Start time of outage:
    02:00
  • End date of outage:
  • End time of outage:
  • Duration of outage
  • Affected suburb(s)/towns:
    Information not available – no technical visibility
  • Affected State(s)/Territories:
    Information not available – no technical visibility
  • Affected postcode(s):
    Information not available – no technical visibility
  • Types of services impacted:
    Work is still in progress to restore services following the completion of planned maintenance activities, we have identified an issue resulting in delays to SMS traffic. The incident was detected shortly after the maintenance window concluded at 0200 hrs AEST, and investigations are currently underway. Initial findings indicate that the issue may be related to SMS Planned Maintenance.
  • Number of each type of service affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Carrier or carriage service provider responsible for resolving outage:
    Symbio
  • Suspected cause:
    Other
  • Cause (related to a natural event or weather):
    No
  • Additional information:
    Continued work being carried out.
  • Estimated restoration:
  • Date entry first published:
    21/10/2026 03:19
  • Date entry last rectified:
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Oct 21, 2026 3:28
P2 - Outbound call connectivity issue in Singapore using +65 as CLI
  • Reference:
    PRGOPS-617
  • Outage type:
    Significant local outage
  • Start date of outage:
    20/10/2026
  • Start time of outage:
    13:00
  • End date of outage:
    20/10/2026
  • End time of outage:
    18:20
  • Duration of outage
    5.20
  • Affected suburb(s)/towns:
    Information not available – no technical visibility
  • Affected State(s)/Territories:
    Information not available – no technical visibility
  • Affected postcode(s):
    Information not available – no technical visibility
  • Types of services impacted:
    Outbound call connectivity in Singapore for services presenting a +65 CLI.
  • Number of each type of service affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Carrier or carriage service provider responsible for resolving outage:
    Symbio
  • Suspected cause:
    Other
  • Cause (related to a natural event or weather):
    No
  • Additional information:
    Symbio has mitigated the issue impacting outbound call connectivity in Singapore for services presenting a +65 CLI. As part of our ongoing compliance activities, Symbio issued a Change Notice on 1 October 2026 advising wholesalers to populate the X-Origination-Location header based on the actual end-user origination location of the call. Where an X-Origination-Location header is not provided, Symbio will continue to treat outbound calls as nationally originated. Since issuing that notice, Symbio has implemented further enhancements to support compliance with the IMDA Standardisation of Caller Display requirements, which mandate that domestic originated and terminated calls must not present the "+" prefix and country code "65" in the calling line identity. During our investigation, we observed calls being presented with a +656 CLI, which resulted in those calls being rejected. To restore service, we have temporarily rolled back the recent enhancement. We will be engaging with affected customers to discuss a compliant long-term solution and the required handling of call origination information going forward. We apologise for any inconvenience caused and appreciate your patience while we worked to restore service.
  • Estimated restoration:
    20/10/2026 18:20
  • Date entry first published:
    20/10/026 19:10
  • Date entry last rectified:
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Oct 20, 2026 20:32
P2 - Outbound call connectivity issue in Singapore using +65 as CLI
  • Reference:
    PRGOPS-617
  • Outage type:
    Significant local outage
  • Start date of outage:
    20/10/2026
  • Start time of outage:
    10:00
  • End date of outage:
    20/10/2026
  • End time of outage:
    18:20
  • Duration of outage
  • Affected suburb(s)/towns:
    Information not available – no technical visibility
  • Affected State(s)/Territories:
    Information not available – no technical visibility
  • Affected postcode(s):
    Information not available – no technical visibility
  • Types of services impacted:
    Outbound call connectivity in Singapore for services presenting a +65 CLI.
  • Number of each type of service affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Number of premises affected:
    Information not available – no technical visibility
  • Carrier or carriage service provider responsible for resolving outage:
    Symbio
  • Suspected cause:
    Other
  • Cause (related to a natural event or weather):
    No
  • Additional information:
    Service has now been restored, and affected traffic is operating normally. Our teams continue to investigate the underlying cause of the incident, and further updates will be provided as additional information becomes available.
  • Estimated restoration:
  • Date entry first published:
    20/10/026 18:16
  • Date entry last rectified:
Open past updates
Close past updates
Oct 20, 2026 19:33

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