Super SIM Network Connectivity Issues

Incident Report for Twilio

Resolved

This incident related to Super SIM Connectivity issues is resolved.

Posted Oct 15, 2020 - 17:45 PDT

Update

Starting at approximately 14:33 PDT we saw a decrease in DNS requests from a subset of Super SIMs. If they tried to reconnect during the outage period they may have been delayed until the issue was resolved. Then at approximately 15:00 PDT, 50% of active data sessions were dropped. We have started seeing recovery since 15:05 PDT with successful reconnections. We will continue to monitor and provide another update in 2 hours or as soon as more information becomes available

Posted Oct 15, 2020 - 16:45 PDT

Identified

Starting at approximately 14:33 PDT we saw a decrease in DNS requests from a subset of Super SIMs. If they tried to reconnect during the outage period they may have been delayed until the issue was resolved. Then at approximately 15:00 PDT, 50% of active data sessions were dropped. We have started seeing recovery since 15:05 PDT with successful reconnections. We will continue to monitor and provide another update in 1 hour or as soon as more information becomes available

Posted Oct 15, 2020 - 15:36 PDT

Investigating

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

Posted Oct 15, 2020 - 14:58 PDT