Super SIM Network Connectivity Issues

Incident Report for Twilio

Resolved

We are no longer experiencing connectivity issues on Super SIM. We kindly suggest that customers reset the connectivity through the console or APIs (by re-activating devices) if they notice any SIM cards still experiencing issues. This can often help re-establish a stable connection for the affected devices. This incident has been resolved.

Posted Jun 01, 2024 - 12:57 PDT

Monitoring

Currently, we are monitoring the situation as approximately 1% of devices may still experience connectivity issues. The offending node has been removed from the network, and there are no failures from our systems. We kindly suggest that customers reset the connectivity through the console or APIs (by re-activating devices) if they notice any SIM cards still experiencing issues. This can often help re-establish a stable connection for the affected devices. We will provide another update in 2 hours, or sooner, as more information becomes available.

Posted Jun 01, 2024 - 10:53 PDT

Investigating

Beginning at 17:05 UTC, we observed ~3% of active data sessions on Super SIM being dropped. Devices that attempted to reconnect immediately after losing connectivity should have been able to successfully reconnect to the redundant instances while the impacted one recovered. Our engineering team is actively working with the affected network provider to resolve the issue. We will provide another update in 1 hour or sooner once more information becomes available.

Posted Jun 01, 2024 - 10:33 PDT