Degraded deliverability of certain shortcode messages to Sprint

Incident Report for Twilio

Resolved

We have narrowed the impact to a small specific set of customers. We are closing this set of updates and will continue to work this incident directly with the few affected customers and our carrier providers to remedy the issue over the coming days.

Posted Sep 22, 2017 - 08:01 PDT

Update

We can confirm that the issue is affecting a very small fraction of the shortcode traffic. It affects only messages with more than 1 segment, sent from some shortcodes and this is only affecting about 40% of Sprint handsets. Our engineers continue to work on a fix. We are proceeding deliberately and with caution, and it will take us some time to get the changes and test them carefully. We will provide another update within 8 hours.

Posted Sep 22, 2017 - 00:48 PDT

Update

We can confirm that the issue is affecting a very small fraction of the shortcode traffic. It affects only messages sent from shortcodes and intended for Sprint handsets. Such messages are not being delivered. Our engineers continue to work on a fix. We are proceeding deliberately and with caution, and it will take us some time to get the changes and test them carefully. We will provide another update within 8 hours.

Posted Sep 22, 2017 - 00:13 PDT

Update

Our engineers continue to work on the fix. We’ll provide the next update within two hours.

Posted Sep 21, 2017 - 21:29 PDT

Identified

Our engineers, in collaboration with our carrier partners, have identified the issue and are working on a fix. We’ll provide the next update within four hours.

Posted Sep 21, 2017 - 17:32 PDT

Investigating

We’re currently investigating an issue with text message deliverability from certain shortcodes to Sprint numbers. Customers whose messages require concatenation may not see their texts delivered to Sprint numbers if the messages require concatenation. We’re working with our carrier partners to remedy the issue. We’ll provide an update within an hour.

Posted Sep 21, 2017 - 16:12 PDT

This incident affected: CARRIER NETWORK (SMS Short Code, North America).