Incident History

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

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.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Description:IoT Service Team has identified some performance issues on the ROPD/RODB/ROPDT/ROTEU data connectivity service using the data641003 APN. ​

We're seeing some intermittent packet loss on one of our Packet Gateways, which has been already escalated to our vendor. ​

Services remain stable, but the issue is affecting devices re-registering or establishing data sessions.

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

Services affected: Data

Location: Global

Start Time: 14-05-2024 14:00

This is to notify you about an unplanned API degradation on our UKJ network. You may experience an issue when trying to Activate, Suspend or Purge your UKJ SIMs at the moment. The situation has been escalated to the network engineers. We will share with you further updates as soon as these become available.

Start date: 2024-04-25 15:30 UTC

Dear Customer,

This is to notify you that yesterday at 15:00hs UTC we detected some issues on our PGW1. This lead to an unplanned Emergency Maintenance affecting APN data641003 for under 10 minutes causing no connectivity.

This was escalated to the vendor and has been resolved. Connections are stable and coming back to normal. The engineers are still monitoring it as some intermittent disconnections have happened. RFO is yet to be shared.

Start Date: 22/04/2024 15:00hs UTC

End Date: TBD

Dear Customer,

This is to notify you that yesterday at 15:00hs UTC we detected some issues on our PGW1. This lead to an unplanned Emergency Maintenance affecting APN data641003 for under 10 minutes causing no connectivity.

This was escalated to the vendor and has been resolved. Connections are stable and coming back to normal. The engineers are still monitoring it as some intermittent disconnections have happened. RFO is yet to be shared.

Start Date: 22/04/2024 15:00hs UTC

End Date: TBD

Dear Customer,

This is to notify you that yesterday at 15:00hs UTC we detected some issues on our PGW1. This lead to an unplanned Emergency Maintenance affecting APN data641003 for under 10 minutes causing no connectivity.

This was escalated to the vendor and has been resolved. Connections are stable and coming back to normal. The engineers are still monitoring it as some intermittent disconnections have happened. RFO is yet to be shared.

Start Date: 22/04/2024 15:00hs UTC

End Date: TBD