Programmable Wireless SIMs Experiencing Issues With Data Connectivity

Incident Report for Twilio

Resolved

Devices in the US west coast are no longer experiencing data connectivity issues and Programmable Wireless is operating normally at this time.

Posted Jul 01, 2021 - 16:25 PDT

Monitoring

A configuration change has been made to restore traffic over the wireless.twilio.com APN. Devices that were connected but blocked due to the misconfiguration have been purged and should automatically reconnect. It was confirmed that the misconfiguration was only present on nodes deployed on the US west coast. We'll provide another update in 30 minutes or as soon as more information becomes available.

Posted Jul 01, 2021 - 15:03 PDT

Update

The downstream connectivity partner for Programmable Wireless SIMs has identified a configuration issue that has resulted in the wireless.twilio.com APN not being recognized. This is causing data connections to be blocked. Engineers are investigating how to restore this APN.

Posted Jul 01, 2021 - 14:01 PDT

Update

Twilio engineers are on a triaging call with the downstream connectivity provider for Programmable Wireless. Sample impacted SIMs have been sent over and they have begun pulling traces from different components of the mobile core to investigate. We will provide another update in 2 hours or as soon as more information becomes available.

Posted Jul 01, 2021 - 13:27 PDT

Update

Upon further investigation, we have confirmed that Super SIM is not affected by the ongoing incident. We are actively investigating the reports of data connectivity issues with Programmable Wireless SIMs for a subset of customers and will provide another update as soon as possible.

Posted Jul 01, 2021 - 12:34 PDT

Update

We are investigating reports of data connectivity issues with Programmable Wireless SIMs for a subset of customers. The reported impact so far has been limited to the western United states. Our engineering team is actively working with the affected network provider to investigate the issue. If you believe you may be impacted with devices in a different region, please contact customer support. We will provide another update in 1 hour or as soon as more information becomes available.

Posted Jul 01, 2021 - 12:32 PDT

Investigating

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

Posted Jul 01, 2021 - 12:11 PDT