Lost Super SIM Data Connections

Incident Report for Twilio

Resolved

The maintenance is complete and we no longer experience Super SIM Data Connection issue. This incident has been resolved.

Posted Jun 22, 2021 - 19:04 PDT

Identified

A downstream connectivity partner for Super SIM is undergoing maintenance at their data center that is expected to complete by 19:00 PDT during which they are replacing some physical components. We have attributed the ~13% drops in overall Super SIM data sessions occurring at 15:00 PDT and 15:42 PDT to this activity. We observed devices immediately successfully reattaching following the drops as they reconnected to the redundant components. The provider, located in Europe, is performing this maintenance during off-peak hours and the impacted devices should primarily be those also located in Europe. Additional temporary drops in connectivity may be experienced during the remainder of the maintenance window as the work is completed. We will continue to monitor for any observed drops in Super SIM data sessions. We will provide another update in 2 hours or as soon as more information becomes available.

Posted Jun 22, 2021 - 17:04 PDT

Update

We are investigating an issue where devices using Super SIM experienced a loss in connectivity between 15:00 and 15:18 PDT and again at 15:42 for a subset of customers. Our engineering team is actively working with the affected network provider to resolve the issue. We will provide another update in 1 hour or as soon as more information becomes available.

Posted Jun 22, 2021 - 16:09 PDT

Investigating

Our monitoring systems have detected a potential issue with Lost Super SIM Data Sessions. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Jun 22, 2021 - 16:02 PDT