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Incident History

November 2024

Thursday 28th November 2024

UKAT SIMs Connectivity 27112024 UKAT Incident Notification - RESOLVED

Description: Our IP network team has implemented a workaround to mitigate the SIM connectivity issues experienced by UKAT customers.

The issue was traced to a problem with one of our upstream Internet providers who advertise the IP address space for some of our NAT pools from our Los Angeles datacentre. To stabilize connectivity, all traffic has been temporarily migrated to our secondary Internet provider.

We will schedule a maintenance window to transition the traffic back to the original NAT pools once service has been restored and tested for stability. You will be notified in advance of this activity.

Services affected: Data

Location: US; Mexico

End ime: 28-11-2024 00:00 UTC

Wednesday 27th November 2024

UKAT SIMs Connectivity 27112024 UKAT Incident Notification - UPDATE

Description: Our firewall team has identified that one of our NAT pools has been depleted due to technical issues on the provider’s side affecting the West Coast.

To address this, we are migrating traffic to a new pool to stabilize connectivity. We are already observing improvements and will continue to monitor the situation closely to ensure full resolution.

Services affected: Data

Location: USA, Mexico

Update Time: 27-11-2024 21:00 UTC

UKAT SIMs Connectivity 27112024 UKAT Incident Notification

Description: This is to inform you that we are experiencing performance issues on our UKAT network.

Our Network Operations team has already contacted the network provider and are working on fixing this issue as soon as possible.

We will keep you posted when we have news.

Services affected: Data

Location: USA, Mexico

Start Time: 27-11-2024 13:00 UTC

Friday 22nd November 2024

UKJ SIMs Connectivity 21112024 UKJ Incident Notification - NEW

Description: Our Network provided has confirmed the issue with UKJ is resolved. The PGW and the IPX interconnection links have been monitored for the past hours, showing that signaling and connection levels are stabilized and back to pre-incident levels.

Services affected: Data

Location: Global

Start Time: 22-11-2024 14:47 UTC

Wednesday 20th November 2024

UKJ SIMs Connectivity 20112024 UKJ Incident Notification

Description: Dear Customer,

UKJ has informed that they have been experiencing degradation in signaling on IPX interconnection links

The devices may experience problems attaching to local operators and establish data sessions as a result.

The issue appears to be linked to the IoT Packet Gateways on the GRX side. Our engineers are actively collaborating with the relevant IP networks and partners to identify the root cause and proceed with the next steps in troubleshooting.

The root cause is still under investigation.

The data consumption is close to normal. We will continue closely monitoring.

We will provide more information as soon as it becomes available.

Services affected: Attachment

Location: Global

Start Time: November 20112024 23:30 UTC

End Time: TBC

Tuesday 12th November 2024

UKJ SIMs Connectivity 13112024 UKJ Incident Notification - RESOLVED

Description: Dear Customer,

UKJ has informed that they have been experiencing issues across networks in the UK. The devices are attaching to the networks correctly, can establish data sessions, but are unable to reliably consume data resulting in a significant increase in Zero Byte Sessions. Not all devices on UK networks are been impacted.

We are now seeing a significant increase in stable data session, devices are able to consume data which leads to a decrease in Zero Byte sessions.

The data consumption is close to normal. We will continue closely monitoring.

We will provide more information as soon as it becomes available.

UPDATE:

The issue affecting data consumption across networks in the UK has been fixed. Leves came back to normal.

Engineers and all teams involved, as long with partners, are still working on the root cause. We will share the information as soon as it becomes available.

Services affected: Data

Location: UK

Start Time: November 12 2024 14:43 UTC

End Time: November 13 2024 11:44 UTC

Tuesday 5th November 2024

UKJ SIMs Connectivity 04112024 UKJ Incident Notification - RESOLVED

Description: Dear customer,

We have monitored the issue for some time and provisioning appears to be back to normal. Our Network Provider confirmed that there was a small order processing backlog on their end that is now resolved. Provisioning should now work as expected

Services affected: Provisioning

Location: Global

Start Time: 04-11-2024 22:00 UTC

Monday 4th November 2024

UKJ SIMs Connectivity 04112024 UKJ Incident Notification

Description: Dear customer, We want to inform you that our monitoring tools show signals of provisioning issues with the UKJ network. We are investigating this with our Network provider and will provide more updates as they become available. This issue should not impact devices that are currently in data sessions.

Services affected: Provisioning

Location: Global

Start Time: 04-11-2024 17:00 UTC

October 2024

Thursday 31st October 2024

UKJ SIMs Connectivity 31102024 UKJ Incident Notification

Description: We would like to inform you about an incident on the UKJ network. Below the message shared by them: Some devices may be experiencing issue with empty session as a result of a planned OCS migration today. Some devices experienced problems maintaining active data sessions when they were moved from the old Primary OCS to the new Primary OCS. Sessions should be restored automatically.

Please note some devices may take longer to restore than others due to the specific device behaviour.

We are currently monitoring and continue to see an increase in device sessions.

Services affected: Data

Location: Global

Start Time: 31-10-2024 13:00

UKJ SIMs Connectivity 31102024 UKJ Incident Notification - RESOLVED

Description: Dear customer,

We would like to inform you that the incident on the UKJ network is now resolved. Below the message shared by them:

"Monitoring shows we are back to pre-incident levels although some devices still may take longer to recover than others due to specific device behaviour"

Services affected: Data

Location: Global

Start Time: 31-10-2024 16:30

Monday 21st October 2024

UKJ SIMs Connectivity 21102024 UKJ Incident Notification

Description: We were just made aware that UKJ is experiencing some data connectivity issues. They are experiencing congestion on UKJ's interconnect links that may affect signalling performance for device authentication or data session establishment. The cause has been identified and isolated, and the signalling levels are currently stabilizing.

Services affected: Data

Location: Global

Start Time: 21/10/2024 11:00 UTC

UKJ SIMs Connectivity 21102024 UKJ Incident Notification - RESOLVED

Description: Dear customer, ​ 15:50 Update: Monitory shows that signalling levels are stabilized and back to pre-incident levels and the issue is resolved. ​

UKJ has informed us that they are experiencing congestion on their interconnect links that may affect signalling performance for device authentication or data session establishment.

The cause was identified and isolated as signalling routing errors by one of the signalling partners. The impact was limited saw a small increase in signalling that appears to have created intermittent delays in device authentication for the period.

Devices with established data sessions were unaffected unless session timers expired during the incident. ​ Services affected: Data

Location: Global

Start Time: 21-10-2024 15:50 UTC

UKJ SIMs Connectivity 21102024 UKJ Incident Notification - UPDATE

Description: Dear customer,

UKJ has informed us that they are experiencing congestion on their interconnect links that may affect signalling performance for device authentication or data session establishment.

The cause was identified and isolated as signalling routing errors by one of the signalling partners. The impact was limited saw a small increase in signalling that appears to have created intermittent delays in device authentication for the period.

Devices with established data sessions were unaffected unless session timers expired during the incident.

We will continue to send updates as they become available.

Services affected: Data

Location: Global

Start Time: 21-10-2024 11:00 UTC

AirOn360 IoT Suite 21102024 IoT Suite Core Upgrade Notification

Description: We would like to inform you that an upgrade of the IoT Suite Core is scheduled for next Monday, the 21st of October.

This upgrade is essential to ensure the security of our required modules. While we expect the change to be seamless, there is a possibility of brief outages accessing the IoT Suite or a need to revert to a previous version.

During a maintenance window of 2 hours (from 08:00 UTC to 10:00 UTC), you may experience some interruptions in the IoT Suite platform availability.

Services affected: AirOn360 IoT Suite

Location: Global

Start Time: 18-10-2024 08:00 UTC

Tuesday 15th October 2024

ROPD SIMs Connectivity 15102024 ROPD SIM Diagnostics Issue Notification - NEW

Description: We wanted to inform you of an ongoing issue with ROPD SIM Diagnostics, which is currently affecting a small percentage of ROPD SIMs.

The issue stems from a large number of orphaned data sessions -sessions that were initiated but not properly ended- which has overwhelmed the system and disrupted the SIM Diagnostics functionality for some SIMs.

Our team is actively working on a permanent solution. In the meantime, they have implemented a workaround that involves manually cleaning up these orphaned sessions. This cleanup is performed once a week for all impacted SIMs, as the workaround cannot be applied during business hours.

We appreciate your patience and understanding as we work to resolve this issue.

If you have any further questions or concerns, please feel free to reach out via a support ticket

Services affected: SIM Diagnostics

Location: Global

Start Time: 15-10-2024 16:00 UTC

Monday 14th October 2024

AirOn360 IoT Suite 14102024 IoT Suite Incident Notification

Description:

Dear Customer,

This is to inform you that the intermittent access issue some customers with whitelabeled portal were experiencing is finally resolved.

RnD and DevOps have solved the matter and now the front end is working as expected.

Thank you for the patience and understanding.

Services affected: IoT Suite

Location: Global

Start Time: 14/10/2024 12:00hs (UTC)

Wednesday 2nd October 2024

UKAT SIMs Connectivity 01102024 UKAT Incident Notification RESOLVED

Description: We would like to inform you that the issue with UKAT SIMs was resolved, and the services were fully recovered at 05:15 UTC. The problem was a congestion in our provider's IP network. They had to move traffic between IP pools to add more capacity. Consequently, customers with firewall rules applied in their servers for receiving traffic from the SIMs must include our new public IP range to their whitelist: 209.104.211.0/24.

Please accept our apologies for the short notice and any inconvenience this might cause.

Services affected: Data

Location: Global

Resolution Time: 02-10-2024 05:15 UTC

Tuesday 1st October 2024

UKAT SIMs Connectivity 01102024 UKAT Incident Notification UPDATE

Description: We continue experiencing congestion on our IP Network.

All teams are engaged and working on resolving this issue as soon as possible. We will keep you updated with the latest updates as they become available. ​ We appreciate your understanding.

Services affected: Data

Location: US

Start Time: 01-10-2024 23:30 UTC

UKAT SIMs Connectivity 01102024 UKAT Incident Notification NEW

Description: We are experiencing performance issues on our UKAT network.

Our Network Operations team has noticed a congestion in our IP network. We have contacted the network provider and are working on fixing this issue as soon as possible.

Services affected: Data

Location: US

Start Time: 01-10-2024 21:00 UTC

UKJ SIMs Connectivity 01102024 UKJ Incident Notification RESOLVED

Description: UKJ reports that traffic is back to normal level. Tests executed on various networks had positive results. This issue should now be resolved. The Network Provider will continue to closely monitor to ensure ongoing stability on UKJs interconnect links

Services affected: Data

Location: Global

Start Time: 01-10-2024 16:00 UTC

UKJ SIMs Connectivity 01102024 UKJ Incident Notification UPDATE

Description: UKJ is currently experiencing a significant congestion on UKJs interconnect links that impact device and data connectivity.

They have observed a 15% drop in signalling traffic and have seen a corresponding 15% reduction in data sessions. Initial isolation is focusing around IPX interconnects and possible rerouting.

We will get back with further details asap.

Services affected: Data

Location: Global

Update Time: 01-10-2024 13:15 UTC

UKJ SIMs Connectivity 01102024 UKJ Incident Notification NEW

Description: We were just informed by UKJ that they are experiencing a significant congestion on their interconnect links that impact device and data connectivity. 

At the moment they did not share further details about the root cause or resolution, as they are still working on it.

We will get back with further details as soon as possible.

Services affected: Data

Location: Global

Start Time: 01-10-2024 12:00 UTC

September 2024

Monday 30th September 2024

UKAT SIMs Connectivity 30092024 UKAT Incident Notification - RESOLVED

Description:
We would like to inform you that the issue with UKAT SIMs was resolved, and the services were fully recovered at 19:15 UTC. The problem was a congestion in our provider's IP network. They had to expand our current public IP ranges to add more capacity. Consequently, customers with firewall rules applied in their servers for receiving traffic from the SIMs must include our new public IP range to their whitelist: 209.104.211.0/24.

Please accept our apologies for the short notice and any inconvenience this might cause.

Services affected: Data

Location: Global

Resolution Time: 30-09-2024 19:15 UTC

UKAT SIMs Connectivity 30092024 UKAT Incident Notification [UPDATE]

Description: This is to inform you that we are noticing improvements in the network services. We will continue to monitor until the issue is completely resolved.

Services affected: Data

Location: Global

Start Time: 30-09-2024 19:00 UTC

UKAT SIMs Connectivity 30092024 UKAT Incident Notification - NEW

Description: Dear Customer,

This is to inform you that we are experiencing performance issues on our UKAT network.

Our Network Operations team has noticed a congestion in our IP network. We have contacted the network provider and are working on fixing this issue as soon as possible.

Services affected: Data

Location: Global

Start Time: 30-09-2024 14:00 UTC

Friday 6th September 2024

NAMP SIMs Connectivity 06092024 NAMP Incident - NEW

Description: We're currently experiencing provisioning issues with our NAMP network. You may experience an issue when trying to Activate, Suspend or Purge your NAMP SIMs. Connectivity services are not affected.

The situation has been escalated to the network engineers. We will share with you further updates as soon as these become available.

Services affected: Activation/Suspension/Termination/Purge

Location: Global

Start Time: 06-09-2024 17:00 UTC

NAMP SIMs Connectivity 06092024 NAMP API Degradation - RESOLVED

Description: The network provider has confirmed the issue with the API is now resolved.

Operations such as Activate, Suspend, or Purge of NAMP SIMs should work normally.

If you are still experiencing issues, please raise a ticket so we can assist.

Services affected: API

Location: Global

End Time: 16-09-2024 15:00 UTC

Wednesday 4th September 2024

UKJ SIMs Connectivity 04092024 UKJ Incident Notification - RESOLVED

Description: We're currently experiencing some performance issues with the UKJ Network services. Order execution is currently slow.

This impacts Activation, Termination, and SendSMS orders.

Connectivity and data transmissions are not impacted for any productive devices.

We will keep you updated on the news.

Services affected: Activation/Termination/SendSMS

Location: Global

Start Time: 04-09-2024 14:00 UTC

UPDATE

Description: Incident has been resolved. Performance has come back to normal. Order processing is stable.

Thank you, Regards.

August 2024

Friday 30th August 2024

UKJ SIMs Connectivity 30082024 UKJ Emergency Maintenance

Description: Due to the recent Provisioning issues, UKJ vendor will be doing an Emergency Maintenance today at 10:00hs UTC.

No impact is expected, but there will be a reduced capacity in order execution.

Thank you for the understanding.

Services affected: Provisioning

Location: Global

Start Time: 30-08-2024 10:00hs UTC End Time: 30-08-2024 11:00hs UTC

Wednesday 28th August 2024

UKJ SIMs Connectivity 28082024 UKJ Incident Notification - RESOLVED

Description: We're currently experiencing some performance issues with the UKJ Network services. Order execution is currently very slow.

This impacts Activation, Termination, and SendSMS orders.

Connectivity and data transmissions are not impacted for any productive devices.

We will keep you updated on the news.

Services affected: Activation/Termination/SendSMS

Location: Global

Start Time: 28-08-2024 17:00 UTC

UPDATE

Description: Incident continues, Activations, Terminations and SensSMS orders are still slow, but recovering. The order execution has decreased and the backlog is being processed.

We will keep you updated on the news.

Services affected: Activation/Termination/SendSMS

Location: Global

UPDATE

Description: The issue has been resolved. Order execution is back to normal, and the backlog has been processed.

The root cause of the longer execution time has been extremely high activity at several customers.

Connectivity and data transmissions has not been impacted for any productive devices.

Tuesday 27th August 2024

UKJ SIMs Connectivity 27082024 UKJ Incident Notification

Description: Our NetOps team has found an issue with new data session on UKJ network using APN data641003. The right teams have been involved and are working to solve this ASAP.

Incident has been escalated and its top priority.

We will keep you posted.

Services affected: Data

Location: Global

Update Time: 27-08-2024 11:45 UTC

UPDATE

The Networking engineers keep working torwards a solution alongside the provider to rectify the situation.

Traffic route has been modified and the servers and KPIs look better. Monitoring still in progress.

We will keep you updated on the news.

ROPD SIMs Connectivity 27082024 ROPD Incident Notification

Description: Our NetOps team has found an issue with new data session on ROPD network using APN data641003. The right teams have been involved and are working to solve this ASAP.

Incident has been escalated and its top priority.

We will keep you posted.

Services affected: Data

Location: Global

Update Time: 27-08-2024 11:45 UTC

UPDATE

The Networking engineers keep working torwards a solution alongside the provider to rectify the situation.

Traffic route has been modified and the servers and KPIs look better. Monitoring still in progress.

We will keep you updated on the news.

Thank you, Regards.

UKJ SIMs Connectivity 27082024 UKJ, ROPD, ROTEU, ROPDT Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the network performance issues with the UKJ, ROPD, ROTEU, and ROPDT have been resolved. All services are restored.

In case you are still facing network issues, please raise a ticket.

Location: Global

Start Time: 2024-08-27 11:45

ROPD SIMs Connectivity 27082024 UKJ, ROPD, ROTEU, ROPDT Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the network performance issues with the UKJ, ROPD, ROTEU, and ROPDT have been resolved. All services are restored.

In case you are still facing network issues, please raise a ticket.

Location: Global

Start Time: 2024-08-27 11:45

Friday 23rd August 2024

ROPD SIMs Connectivity 23082024 ROPD Incident Notification

Description: Our network is facing a signalling storm congestion, which we are working to solve. The incoming connections are being throttled to help recovering it.

Customers might see their sessions being denied, because we are authorizing a portion of them at a time.

Vendor has been involved in the troubleshooting process and they are also investigating it with priority.

Services affected: Data

Location: Global

Update Time: 24-08-2024 14:00 UTC

UKJ SIMs Connectivity 23082024 UKJ Incident Notification

Description: Our network is facing a signalling storm congestion, which we are working to solve. The incoming connections are being throttled to help recovering it.

Customers might see their sessions being denied, because we are authorizing a portion of them at a time.

Vendor has been involved in the troubleshooting process and they are also investigating it with priority.

Services affected: Data

Location: Global

Update Time: 24-08-2024 14:00 UTC

ROPD SIMs Connectivity 23082024 ROPD Incident Notification

Description: We're currently experiencing some performance issues on the ROPD, ROTEU and ROPDT data services, for customers using the APN data641003.

We're seeing an increase in failed data sessions but traffic levels are only slightly down from normal.

Investigations are currently ongoing and all relevant teams have been involved.

We will keep you updated on the news.

Services affected: Data

Location: Global

Start Time: 23-08-2024 13:00 UTC

UKJ SIMs Connectivity 23082024 UKJ Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the network performance issues with the UKJ, ROPD, ROTEU, and ROPDT have been resolved. All services are restored.

In case you are still facing network issues, please raise a ticket.

Services affected: Data

Location: Global

Start Time: 23-08-2024 19:00 UTC

ROPD SIMs Connectivity 23082024 ROPD Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the network performance issues with the UKJ, ROPD, ROTEU, and ROPDT have been resolved. All services are restored.

In case you are still facing network issues, please raise a ticket.

Services affected: Data

Location: Global

Start Time: 23-08-2024 19:00 UTC

ROPDT SIMs Connectivity 23082024 ROPDT Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the network performance issues with the UKJ, ROPD, ROTEU, and ROPDT have been resolved. All services are restored.

In case you are still facing network issues, please raise a ticket.

Services affected: Data

Location: Global

Start Time: 23-08-2024 19:00 UTC

Wednesday 7th August 2024

NAUS SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: The data issue reported was resolved. We see an overall positive improvement, with services recovering back to normal.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:40 UTC

ROPDT SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: The data issue reported was resolved. We see an overall positive improvement, with services recovering back to normal.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:40 UTC

ROTEU SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: The data issue reported was resolved. We see an overall positive improvement, with services recovering back to normal.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:40 UTC

ROPDB SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: The data issue reported was resolved. We see an overall positive improvement, with services recovering back to normal.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:40 UTC

ROPD SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: The data issue reported was resolved. We see an overall positive improvement, with services recovering back to normal.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:40 UTC

ROPDB SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: IoT Service Team has identified some performance issues on the ROPD/ROPDB/ROPDT/ROTEU/NAUS affecting data session creation / LTE registration.

This has been already escalated to our vendor.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:00 UTC

ROPD SIMs Connectivity 07082024 ROPD/ROPDB/ROPDT/ROTEU/NAUS Incident Notification

Description: IoT Service Team has identified some performance issues on the ROPD/RODB/ROPDT/ROTEU/NAUS affecting data session creation / LTE registration.

This has been already escalated to our vendor.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:00 UTC

NAUS SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: IoT Service Team has identified some performance issues on the ROPD/RODB/ROPDT/ROTEU/NAUS affecting data session creation / LTE registration.

This has been already escalated to our vendor.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:00 UTC

ROTEU SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: IoT Service Team has identified some performance issues on the ROPD/RODB/ROPDT/ROTEU/NAUS affecting data session creation / LTE registration.

This has been already escalated to our vendor.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:00 UTC

ROPDT SIMs Connectivity 07082024 ROPD/RODB/ROPDT/ROTEU/NAUS Incident Notification

Description: IoT Service Team has identified some performance issues on the ROPD/RODB/ROPDT/ROTEU/NAUS affecting data session creation / LTE registration.

This has been already escalated to our vendor.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

Services affected: Data (LTE)

Location: Global

Start Time: 07-08-2024 11:00 UTC

July 2024

Tuesday 30th July 2024

ROPDT SIMs Connectivity 30072024 ROPDT Incident Notification

Description: Dear customer, IoT Service Team has identified a disruption to data services on the ROPD/ROPDB/ROTEU/ROPDT services.

We saw the devices got disconnected and may have had issues reconnecting due to congestion. Now, we already see that the services are recovering back to normal levels.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

If issue still persist, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some SIMs may have fallen back to 2G.

We will keep you updated on the news.

Start Time: 30-07-2024 10:00 UTC

ROTEU SIMs Connectivity 30072024 ROTEU Incident Notification

Description: Dear customer, IoT Service Team has identified a disruption to data services on the ROPD/ROPDB/ROTEU/ROPDT services.

We saw the devices got disconnected and may have had issues reconnecting due to congestion. Now, we already see that the services are recovering back to normal levels.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

If issue still persist, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some SIMs may have fallen back to 2G.

We will keep you updated on the news.

Start Time: 30-07-2024 10:00 UTC

ROPDB SIMs Connectivity 30072024 ROPDB Incident Notification

Description: Dear customer, IoT Service Team has identified a disruption to data services on the ROPD/ROPDB/ROTEU/ROPDT services.

We saw the devices got disconnected and may have had issues reconnecting due to congestion. Now, we already see that the services are recovering back to normal levels.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

If issue still persist, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some SIMs may have fallen back to 2G.

We will keep you updated on the news.

Start Time: 30-07-2024 10:00 UTC

ROPD SIMs Connectivity 30072024 ROPD Incident Notification

Description: Dear customer, IoT Service Team has identified a disruption to data services on the ROPD/ROPDB/ROTEU/ROPDT services.

We saw the devices got disconnected and may have had issues reconnecting due to congestion. Now, we already see that the services are recovering back to normal levels.

Investigations and recovery measures are currently ongoing and the Incident has been prioritized on our and on the vendor's side.

If issue still persist, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some SIMs may have fallen back to 2G.

We will keep you updated on the news.

Start Time: 30-07-2024 10:00 UTC

ROPD SIMs Connectivity 30072024 ROPD Incident Notification

Description: IoT Service Team has identified a disruption to data services on the ROPD/RODB/ROTEU data connectivity using the data641003 APN.

We saw the devices got disconnected and may have had issues reconnecting due to congestion.

Now, we already see that the services are recovering back to normal levels. We keep monitoring the services until the incident is fully resolved.

Investigations and recovery measures are still ongoing and the Incident has been prioritized on our and on the vendor's side.

Start Time: 30-07-2024 10:00 UTC

ROPD SIMs Connectivity 30072024 ROPD Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the disruption that took place today on the data services for the ROPD/ROPDB/ROTEU/ROPDT networks has been resolved.

Services look healthy and back to normal levels. We continue to work with our vendor to understand the root cause. If the issue persists, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some may have fallen back to 2G. If you are still facing troubles, please log a ticket through the ePortal and we will assist ASAP. Thank you for your patience and understanding.

Location: Global

Start Time: 30-07-2024 18:00 UTC

ROPDB SIMs Connectivity 30072024 ROPDB Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the disruption that took place today on the data services for the ROPD/ROPDB/ROTEU/ROPDT networks has been resolved.

Services look healthy and back to normal levels. We continue to work with our vendor to understand the root cause. If the issue persists, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some may have fallen back to 2G. If you are still facing troubles, please log a ticket through the ePortal and we will assist ASAP. Thank you for your patience and understanding.

Location: Global

Start Time: 30-07-2024 18:00 UTC

ROPDT SIMs Connectivity 30072024 ROPDT Incident Notification

Description: Dear customer,

This is to inform you that the disruption that took place today on the data services for the ROPD/ROPDB/ROTEU/ROPDT networks has been resolved.

Services look healthy and back to normal levels. We continue to work with our vendor to understand the root cause. If the issue persists, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some may have fallen back to 2G. If you are still facing troubles, please log a ticket through the ePortal and we will assist ASAP. Thank you for your patience and understanding.

Location: Global

Start Time: 30-07-2024 18:00 UTC

ROTEU SIMs Connectivity 30072024 ROTEU Incident Notification - RESOLVED

Description: Dear customer,

This is to inform you that the disruption that took place today on the data services for the ROPD/ROPDB/ROTEU/ROPDT networks has been resolved.

Services look healthy and back to normal levels. We continue to work with our vendor to understand the root cause. If the issue persists, please perform a Purge from the IoT Suite portal and reboot the device if needed. Some may have fallen back to 2G. If you are still facing troubles, please log a ticket through the ePortal and we will assist ASAP. Thank you for your patience and understanding.

Location: Global

Start Time: 30-07-2024 18:00 UTC

ROTEU SIMs Connectivity 30072024 ROTEU Incident Notification

Dear customer,

We're currently experiencing some performance issues on the ROTN/ROTEU data service. We're seeing an increase in failed new data sessions but existing ones are on normal levels.

Investigations are currently ongoing and all relevant teams have been involved.

We will keep you updated on the news.

Regards,

G+D Mobile Security Network Operations Center

ROPD SIMs Connectivity 30072024ROPD Incident Notification

Dear customer,

We're currently experiencing some performance issues on the ROTN/ROTEU data service. We're seeing an increase in failed new data sessions but existing ones are on normal levels.

Investigations are currently ongoing and all relevant teams have been involved.

We will keep you updated on the news.

Regards.

G+D Mobile Security Network Operations Center

Wednesday 17th July 2024

ROTN SIMs Connectivity 17072024 ROTN Maintenance Notification - NEW

Dear Customer,

As part of G+D’s continuous improvement, we would like to inform you that we will be executing a Maintenance on our infrastructure.

Any changes made on a subscription product with active SIMs will receive the "Pending" state during the change time. SIMs with an open session belonging to a subscription package in "Pending" status will have their sessions dropped and refreshed based on device performance.

No changes will be able to be made to the SIMs while their subscription package is in "Pending" status, however, sessions set up will not be affected.

The more active the SIMs in a product where changes are being performed, the longer the subscription request will be in "Pending" state.

Tuesday 2nd July 2024

UKJ SIMs Connectivity 02072024 UKJ Incident Notification [RESOLVED]

Description: Tthe issue with connectivity and data transmission in Europe has been resolved.

The interconnect traffic has been at normal level since 16:10 UTC. The monitoring of all services in the last couple of hours have ensured that the stability of the network has maintained.

Services affected: Data connectivity

Location: Europe

End Time: 02/07/2024 20:10 UTC

UKJ SIMs Connectivity 02072024 UKJ Incident Notification [UPDATE]

Description: Some issue with network links have been causing an increase in traffic, resulting in signaling congestions. The impact has been that devices may have difficulties to connect to the network. The issue with the network links have been resolved and the links are now stable. Also the interconnect traffic has returned to pre-incident levels, but monitoring will continue to closely mfollow the situation.

Services affected: Data Connectivity

Location: Europe

Start Time: 02/07/2024 09:45am UTC

UKJ SIMs Connectivity 02072024 UKJ Incident Notification [NEW]

Description: UKJ reported issues with connectivity and data transmission in Europe.

Actions have already been taken to minimize the incident, and current state does not indicate Global risk.

Services affected: Data connectivity

Location: Europe

Start Time: 02/07/2024 09:45am UTC

June 2024

Sunday 30th June 2024

ROTAM SIMs Connectivity 26062024 UKJ, ROTN, UKAT, ROTAM, ROTEU Incident Notification [RESOLVED]

Description: The issue with connectivity and data transmissions in the areas of South and North America as been resolved. Traffic is now resumed reaching the normal levels of operation.

The IPX carrier has identified the issue with one peering partner's misconfiguration causing the unprecedented signaling storm. The delay in restoring services, was due to a gradual and systematical introduction of all other carriers' traffic .

Devices can now resume normal activities and operations.

Services affected: Data

Location: Mostly the Americas

Resolution Time: 30-06-24 00:00 UTC

UKAT SIMs Connectivity 26062024 UKJ, ROTN, UKAT, ROTAM, ROTEU Incident Notification [RESOLVED]

Description: The issue with connectivity and data transmissions in the areas of South and North America as been resolved. Traffic is now resumed reaching the normal levels of operation.

The IPX carrier has identified the issue with one peering partner's misconfiguration causing the unprecedented signaling storm. The delay in restoring services, was due to a gradual and systematical introduction of all other carriers' traffic .

Devices can now resume normal activities and operations.

Services affected: Data

Location: Mostly the Americas

Resolution Time: 30-06-24 00:00 UTC

UKJ SIMs Connectivity 26062024 UKJ, ROTN, UKAT, ROTAM, ROTEU Incident Notification [RESOLVED]

Description: The issue with connectivity and data transmissions in the areas of South and North America as been resolved. Traffic is now resumed reaching the normal levels of operation.

The IPX carrier has identified the issue with one peering partner's misconfiguration causing the unprecedented signaling storm. The delay in restoring services, was due to a gradual and systematical introduction of all other carriers' traffic .

Devices can now resume normal activities and operations.

Services affected: Data

Location: Mostly the Americas

Resolution Time: 30-06-24 00:00 UTC

Friday 28th June 2024

UKJ SIMs Connectivity 26062024 UKJ, ROTN, UKAT, ROTAM, ROTEU Incident Notification [UPDATE]

Description: The issue with connectivity and data transmissions in the areas of South and North America is still ongoing.

Provisional indications is that this is caused by an IPX failure in one of the large IPX providers to the North America and South America regions. Links have been stable for the past 30 minutes for the majority of interconnects.

The IPX Provider continues to take actions to resolve the issue and improvements are reported and links have increased stability.

Devices may still experience delays in establishing connections for connectivity in certain countries depending on the interconnects provided by specific operators in specific countries.

Services affected: Data

Location: Mostly the Americas

Start Time: 28-06-24 12:00 UTC

UKJ SIMs Connectivity 26062024 UKJ, ROTN, UKAT, ROTAM, ROTEU Incident Notification [UPDATE]

Description: The issue with connectivity and data transmissions is still ongoing.

The onward carrier partner Syniverse, continue to take actions to resolve the issue and some improvement has been seen. The links seems to be stable, but it will still take some time to get the signalling KPIs back to normal.

Customer may still experience delays in establishing data and SMS services when trying to connect.

Unfortunately, we do not have an ETA for a final resolution.

Services affected: Data

Location: Global

Start Time: 28-06-24 06:30 UTC

Thursday 27th June 2024

UKAT SIMs Connectivity 27062024 UKAT Incident Notification - UPDATE

Description: UKAT support team is still working with Syniverse, one of our largest connectivity providers, who is experiencing service degradation with global traffic. Synverse has increased capacity and is gradually unblocking services for peering partners and operators, while no specific ETA has been provided, improvement are expected gradually as engineering team continue their efforts ro restore services.

Services affected: Data

Location: Global

Update time: 27-06-2024 22:30 UTC

NAMP SIMs Connectivity 27062024 NAMP Incident Notification NEW

Description: Syniverse, one of our largest connectivity providers, is experiencing service degradation with global traffic. Customers traveling internationally may be experiencing service disruptions while using NAMP SIMs.

Services affected: Data

Location: Global

Start Time: 27-06-2024 17:00 UTC

ROTAM SIMs Connectivity 27062024 ROTAM Incident Notification NEW

Description: Syniverse, one of our largest connectivity providers, is experiencing service degradation with global traffic. Customers traveling internationally may be experiencing service disruptions while using ROTAM SIMs.

Services affected: Data

Location: Global

Start Time: 27-06-2024 17:00 UTC

ROTEU SIMs Connectivity 27062024 ROTEU Incident Notification NEW

Description: Syniverse, one of our largest connectivity providers, is experiencing service degradation with global traffic. Customers traveling internationally may be experiencing service disruptions while using ROTEU SIMs.

Services affected: Data

Location: Global

Start Time: 27-06-2024 17:00 UTC

UKAT SIMs Connectivity 27062024 UKAT Incident Notification NEW

Description: Customers traveling internationally may be experiencing service disruptions due to an issue outside the AT&T network. UKAT support team is working with their roaming connectivity providers to resolve the issue as soon as possible.

We apologize for the inconvenience.

Services affected: Data

Location: LATAM, Canada

Start Time: 27-06-2024 15:00 UTC

UKJ SIMs Connectivity 26062024 UKJ and ROTN Incident Notification

Description: This is the last update from the vendor: "Currently there is an issue with connectivity and data transmissions in the areas of South and North America. The issue is with one of our SCCP Carrier and the SCCP link to their onward carrier.

The onward Carrier is currently investigating one network issue resulting in LU failures for some IMSI and also investigating a secondary network issue after applying a change to the SCCP relay.

Unfortunately we do not have an ETA for a resolution"

Services affected: Data

Location: Central America and Canada

Start Time: 26-06-2024 06:00 UTC

ROTN SIMs Connectivity 26062024 UKJ and ROTN Incident Notification

Description: Currently there is an issue with connectivity and data transmissions in the areas of South and North America. The issue is with one of our SCCP Carrier and the SCCP link to their onward carrier.

The onward Carrier is currently investigating one network issue resulting in LU failures for some IMSI and also investigating a secondary network issue after applying a change to the SCCP relay.

Unfortunately we do not have an ETA for a resolution.

Services affected: Data

Location: Central America and Canada

Start Time: 26-06-2024 06:00 UTC

Wednesday 26th June 2024

ROTN SIMs Connectivity 26062024 UKJ and ROTN Incident Notification

Description: The IoT Service Support Team has identified through the monitoring tools a degradation in data services that might impact customers in Central America and Canada. Our partner is checking with all roaming agreements to identify which networks are affected. Investigations are currently ongoing and all relevant teams have been involved.

Services affected: Data

Location: Central America and Canada

Start Time: 26-06-2024 06:00 UTC

UKJ SIMs Connectivity 26062024 UKJ and ROTN Incident Notification

Description: The IoT Service Support Team has identified through the monitoring tools a degradation in data services that might impact customers in Central America and Canada. Our partner is checking with all roaming agreements to identify which networks are affected. Investigations are currently ongoing and all relevant teams have been involved.

Services affected: Data

Location: Central America and Canada

Start Time: 26-06-2024 06:00 UTC

UKJ SIMs Connectivity GeneralincidentTemplate

Description: This is the last update from the vendor: "Currently there is an issue with connectivity and data transmissions in the areas of South and North America. The issue is with one of our SCCP Carrier and the SCCP link to their onward carrier.

The onward Carrier is currently investigating one network issue resulting in LU failures for some IMSI and also investigating a secondary network issue after applying a change to the SCCP relay.

Unfortunately we do not have an ETA for a resolution"

Services affected: Data

Location: Central America and Canada

Start Time: 26-06-2024 06:00 UTC

ROTN SIMs Connectivity 26062024 UKJ and ROTN Incident Notification - UPDATE

Description: This is the last update from the vendor: "Currently there is an issue with connectivity and data transmissions in the areas of South and North America. The issue is with one of our SCCP Carrier and the SCCP link to their onward carrier.

The onward Carrier is currently investigating one network issue resulting in LU failures for some IMSI and also investigating a secondary network issue after applying a change to the SCCP relay.

Unfortunately we do not have an ETA for a resolution"

Services affected: Data

Location: Central America and Canada

Start Time: 26-06-2024 06:00 UTC

Saturday 22nd June 2024

UKAT SIMs Connectivity 22062024 UKAT Incident Notification - RESOLVED

Description: This is to inform you that the network performance issues faced by UKAT SIMs was resolved. During the investigation, it was discovered that our IP Network in Los Angeles was affected. Our firewall provider moved all the traffic to the new ASR in LA, since the old router was facing high CPU usage. Customers confirmed that the devices are connecting with no issues.x The vendor is still investigating what is the route cause of the high disk usage so we can take preventive measures for the future.

Services affected: Data

Location: North America

ResolutionTime: 22-06-2024 02:00 UTC

UKAT SIMs Connectivity 21062024 UKAT Incident Notification - NEW

Description: For the past few hours we have been investigating some network performance issues affecting our IP network in Los Angeles. This has primarily been affecting our USA service . We have recently introduced additional network capacity to this network, which has resolved many of these issues.

To clear the remaining problems, we have undertaken an Emergency restart of the affected Router.

If you have not done so already, please white-list the following IP range in addition to existing IP addresses you already authorize: 38.142.33.51 38.142.33.52

Services affected: Data

Location: US

Start Time: 21-06-2024 21:30 UTC

Wednesday 19th June 2024

UKAT SIMs Connectivity 18062024 UKAT Incident Notification - RESOLVED

Description: We would like to inform you that the before mentioned issue with UKAT SIM cards is now resolved. We are still working with the engineers to understand what caused it in the first place. If you have any

Services affected: Data

Location: North America

Resolution Time: 19-06-2024 13:00 UTC

UKAT SIMs Connectivity 18062024 UKAT Incident Notification - NEW

Description: We wanted to inform you that the IoT Service Team has identified some performance issues with the UKAT data connectivity service. Customers across the USA, Mexico, and Canada are currently experiencing intermittent data connectivity.

Please be assured that we have escalated this issue to our vendor. Preliminary findings indicate that only one IP subnet is affected. We are actively investigating and implementing recovery measures, and this incident has been prioritized by both our team and our vendor.

We apologize for any inconvenience this may cause and appreciate your patience as we work to resolve this issue as quickly as possible.

Services affected: Data

Location: North America

Start Time: 18-06-2024 23:00 UTC

Wednesday 5th June 2024

ROTN SIMs Connectivity 05062024ROTN 2G Signalling failure (Indonesia - XL)

Dear customer,

This is to inform you regarding an increase in 2G signaling failure for XL has been noted in Indonesia. Tests have confirmed that there are currently 2G roaming issues with this operator. The operator has been contacted for troubleshooting.

Updates will follow as more information becomes avialable.

UPDATE

Dear customer,

The issue has been resolved. Traffic patterns have gone back to normal, and has remained stable during the night. We have been informed by the operator that their was an issue with their carrier.

Thank you, Regards.

ROTAM SIMs Connectivity 05062024 ROTAM Incident Notification - UPDATE

Description:

Dear Customer,

     This is to notify you that the issue has now been resolved on our provider's side. We will continue to monitor to ensure its stable.

RFO is still pending. We will share it as soon as possible.

Services affected: Connectivity (Latency)

Location: Global

Start Time: 05/06/2024 9:15hs UTC End Time: 05/06/2024 14:15hs UTC