Past Incidents

Description: Dear Customer,

We want to remind you about our user expiration policy for our ePortal ticketing system.

Your ePortal user account will expire after six months of inactivity (not logging into the platform). This policy is based on the security principle of least privilege.

You'll receive email reminders to log in one month, one week, and one day before your account expires.

Please ensure you maintain your user account to retain the ability to open support tickets with us.

If your account has already expired, please contact sm.noc.iot.l1@gi-de.com.

Thank you,

Regards.

Services Affected: ePortal

Location: GLOBAL

Start time: 2025-07-17 09:00:00 UTC

End time: 2025-07-17 09:00:00 UTC

Duration: 0d 0h 0m

Description: Dear customer,

This is just a reminder about the migration scheduled from July 21st to August 1st.

If you have any questions, please do not hesitate to reach out.

Thank you!

Regards.

Original message:

Dear customer,

We’re following up regarding the suspended NATM SIMs that are currently blocked on their current status.

We’ve successfully coordinated a maintenance window with NATM to implement a permanent fix.

As part of this process, all affected SIMs will be migrated to new NATM products. The Level 2 NOC team will manage this transition.

Migration Schedule:

From July 21st to August 1st, we will be migrating your suspended SIMs from their old products to the new products. Since these SIMs are already suspended, no service impact is expected.

We will keep you informed of any further updates as needed. If you have any questions, feel free to reach out.

Thank you,

Regards.

Services Affected: Data Services

Location: GLOBAL

Start time: 2025-07-21 00:00:00 UTC

End time: 2025-08-02 00:00:00 UTC

Duration: 12d 0h 0m

Description: Dear Customer,

We would like to inform you of a scheduled planned maintenance activity. This maintenance will be carried out by a third-party provider from 23:00 on 27th July until 03:00 on 28th July.

The services at risk are Diameter and RADIUS for UKJ, and RADIUS only for ROTN. However, we do not anticipate any service disruption during this window.

If you experience any issues, please do not hesitate to reach out to us.

Thank you!

Best regards.

Services Affected: Data Services

Location: GLOBAL

Start time: 2025-07-27 23:00:00 UTC

End time: 2025-07-28 03:00:00 UTC

Duration: 0d 4h 0m

Description: Dear Customer,

We would like to inform you about a planned maintenance activity scheduled for June 23rd at 08:00 UTC.

Due to recent service degradation experienced with the current DNS service provider, and based on issues reported to G+D by our eSIM service customers, G+D has decided to migrate the DNS service to a different provider to ensure greater service stability.

The DNS service migration is expected to be seamless. However, the propagation of DNS changes can take up to 48 hours globally, due to the nature of DNS cache updates across the query chain. This time-to-live (TTL) value is fixed by global DNS providers and cannot be modified or influenced by G+D.

In the event of any issues, G+D will initiate a rollback. Please note that the rollback process also requires up to 48 hours to fully revert the service to the original DNS provider.

Prior to this change, G+D conducted extensive testing using test domains, and no issues were observed.

Please note: This change will only affect eSIMs (eUICC). No service impact is expected.

While no mandatory actions are required on your end, we recommend conducting additional testing and reporting any unusual behavior you may observe.

Thank you for your continued support.

Best regards.

Services Affected: eUICC

Location: GLOBAL

Start time: 2025-07-23 08:00:00 UTC

End time: 2025-07-23 10:00:00 UTC

Duration: 0d 2h 0m

Description: Dear Valued Customer,

We're writing to inform you about a change regarding the activation of new NATM SIM cards. All new NATM SIM activations must now be done using the "New Plan" products recently added to your account.

These new products replicate your previous configurations but include the updates required by T-Mobile. You can easily identify them by "New Plan" at the end of their product names.

We're aware of the ongoing issues with reactivating suspended SIMs to their original plans. We're collaborating with T-Mobile to resolve this but are told it will require an update on their side.

We'll provide an update as soon as we have more information.

Services Affected: Data Services

Location: GLOBAL

Start time: 2025-07-08 10:00:00 UTC

End time: N/A

Duration: N/A

Description: Dear customer,

This is to inform you that the issue affecting customers under Vodafone Netherlands (VFNL) has been resolved.

Services should now be working as expected.

Our sincerest apologies for any inconvenience this may have caused.

Should you require further information, please do not hesitate to contact G+D IoT support.

Best Regards,

Services Affected: Data Services

Location: Netherlands

Start time: 2025-07-07 14:20:00 UTC

End time: 2025-07-07 17:20:00 UTC

Duration: 0d 3h 0m