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Twilio Services
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Issues found outside of Twilio’s Network
Zipwhip Gateway
Issues related to Zipwhip's Services
System Metrics
Super SIM Network Connectivity Issues
Incident
Report for Twilio
Resolved
We are no longer experiencing Super SIM Network Connectivity issues. This incident has been resolved.
Monitoring
The drop in 4G LTE between 10:08pm and 10:22pm UTC was due to an error in a manual operation at a downstream partner unrelated to the earlier incident impacting 2G/3G and combined attachments.
We have observed a significant reduction in the number signaling errors that were impeding some devices using Super SIM from getting connected to the cellular networks, and our downstream connectivity partner has confirmed their recovery work is complete. During the incident we saw up to a ~10% reduction in the number of devices maintaining a long lived data connection. The incident impacted the ability to connect on the preferred IMSIs used in a number of countries, including the United States. After a few minutes of being unable to connect, Super SIMs will begin presenting backup IMSIs for the device to use to try to reconnect. If your devices were able to reconnect on one of the backup IMSIs, your devices may be connected to different networks than they were before the incident began. For example, after the failover devices in the United States may be connected to T-Mobile when they were previously connected to AT&T. Over the next 24 hours, if it has not happened already, the SIMs will return to the preferred IMSI restoring access to the network available prior to the incident if they were not available on the backup IMSI. We will continue to monitor to ensure a full recovery. We expect to provide another update in 2 hours or as soon as more information becomes available.
We have observed a significant reduction in the number signaling errors that were impeding some devices using Super SIM from getting connected to the cellular networks, and our downstream connectivity partner has confirmed their recovery work is complete. During the incident we saw up to a ~10% reduction in the number of devices maintaining a long lived data connection. The incident impacted the ability to connect on the preferred IMSIs used in a number of countries, including the United States. After a few minutes of being unable to connect, Super SIMs will begin presenting backup IMSIs for the device to use to try to reconnect. If your devices were able to reconnect on one of the backup IMSIs, your devices may be connected to different networks than they were before the incident began. For example, after the failover devices in the United States may be connected to T-Mobile when they were previously connected to AT&T. Over the next 24 hours, if it has not happened already, the SIMs will return to the preferred IMSI restoring access to the network available prior to the incident if they were not available on the backup IMSI. We will continue to monitor to ensure a full recovery. We expect to provide another update in 2 hours or as soon as more information becomes available.
Update
Beginning at 10:08pm UTC, we stopped receiving signaling responsible for 4G LTE attachments. At 10:22pm UTC, we began receiving signaling again. During that period, devices attempting to establish new attachments on 4G LTE or devices that are mobile and needed to update their location within the cellular network may have failed to attach or lost connectivity. Devices that were already connected prior to 10:08pm UTC that did not need to reconnect or update their location during that period should not have been impacted. We will provide another update in 1 hours or sooner once more information becomes available.
Update
Beginning at 10:08pm UTC, we stopped receiving signaling responsible for 4G LTE attachments. At 10:22pm UTC, we began receiving signaling again. During that period, devices attempting to establish new attachments on 4G LTE or devices that are mobile and needed to update their location within the cellular network may have failed to attach or lost connectivity. Devices that were already connected prior to 10:08pm UTC that did not need to reconnect or update their location during that period should not have been impacted. We will provide another update in 8 hours or sooner once more information becomes available.
Update
We are still observing an increase in errors connecting to mobile networks resulting in data sessions being either terminated immediately or potentially not established at all. This mainly impacts devices either connecting over 2G/3G or doing combined attachments. We observed a ~4% reduction in the number of devices maintaining long-lived data connections on Super SIM. Twilio is continuing to work with downstream partners to identify and resolve the issue. Capable devices using Super SIM have been observed switching to backup IMSIs and reconnecting with those. We will provide another update in 4 hours or sooner once more information becomes available.
Update
Beginning at 14:44 UTC, we began observing an increase in errors connecting to mobile networks, resulting in data sessions being either terminated immediately or potentially not established at all. This mainly impacts devices either connecting over 2G/3G or doing combined attachments. We observed a ~4% reduction in the number of devices maintaining long-lived data connections on Super SIM. We are working with our downstream connectivity partners to identify and resolve the issue. Capable devices using Super SIM have been observed switching to back up IMSIs to reconnect. We will provide another update in 2 hours or sooner once more information becomes available.
Update
Beginning at 14:44 UTC we started observing an increase in errors on connectivity to mobile networks. We are in touch with downstream connectivity partners and are actively working to resolve. Capable devices using Super SIM have been observed switching to an alternative route by changing IMSI. We will provide another update in 1 hour or sooner once more information becomes available.
Investigating
Our monitoring systems have detected a potential issue with delays connecting Super SIM devices. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.