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International Mobile Subscriber Identity Range Mismatches in Multiple Countries
Incident
Report for Twilio
Resolved
We are no longer experiencing update issues with Super SIM. This issue did not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. All previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. This incident has been resolved.
Update
We are still seeing recovery for impacted SIMs and continue monitoring for full recovery. The speed of pickup is heavily dependent on devices getting online. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time, no new devices will be impacted, and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update tomorrow or as soon as more information becomes available.
Update
We continue to see recovery for impacted SIMs and continue monitoring for full recovery. The speed of pickup is heavily dependent on devices getting online. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update tomorrow or as soon as more information becomes available
Update
We continue to see recovery for impacted SIMs and continue monitoring for full recovery. The speed of pickup is heavily dependent on devices getting online. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update tomorrow or as soon as more information becomes available.
Update
We continue to see recovery for impacted SIMs and continue monitoring for full recovery. The speed of pickup is heavily dependent on devices getting online. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update tomorrow or as soon as more information becomes available.
Update
Our engineering team has completed enqueuing new updates for impacted Super SIMs. We see recovery of 65% of impacted SIMs. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received represent <5% of Super SIM activity in aggregate. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update tomorrow or as soon as more information becomes available.
Update
Our engineering team has completed enqueuing new updates for 8% of impacted Super SIMs. We see currently that 45% of the impacted SIMs picked up the fixed version. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received. We will continue to monitor the progress of the rollout and post an update tomorrow or as soon as more information becomes available.
Update
Our engineering team has completed enqueuing new updates for 8% of impacted Super SIMs. We see currently that 45% of the impacted SIMs picked up the fixed version. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received. We will continue to monitor the progress of the rollout and post an update tomorrow or as soon as more information becomes available.
Update
Our engineering team has completed enqueuing new updates for impacted Super SIMs. The update containing the error had been picked up by ~8% of active SIMs. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received represent <5% of Super SIM activity in aggregate. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update in 16 hours or as soon as more information becomes available.
Update
Our engineering team has completed enqueuing new updates for impacted Super SIMs. The update containing the error had been picked up by ~8% of active SIMs. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received represent <5% of Super SIM activity in aggregate. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update in 8 hours or as soon as more information becomes available.
Update
Our engineering team has completed enqueuing new updates for impacted Super SIMs. The update containing the error had been picked up by ~8% of active SIMs. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received represent <5% of Super SIM activity in aggregate. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update in 4 hours or as soon as more information becomes available.
Monitoring
Our engineering team has completed enqueuing new updates for impacted Super SIMs. The update containing the error had been picked up by ~8% of active SIMs. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received represent <5% of Super SIM activity in aggregate. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. At this time no new devices will be impacted and all previously impacted devices have a fix waiting for their next check in with Twilio's OTA platform. We'll provide another update in 2 hours or as soon as more information becomes available.
Update
Our engineering team continues to enqueue new updates to replace the update containing the error that uses the incorrect IMSI in various countries and updates to correct this for SIMs that have already downloaded the update. The update containing the error has been picked up by ~8% of active SIMs. The speed of pickup is heavily dependent on devices getting online. The countries where a non-preferred IMSI will be used after the update is received represent <5% of Super SIM activity in aggregate. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. We will provide another update in 16 hours or as soon as we have more information.
Update
Our engineering team has begun enqueuing new updates to replace the update containing the error that uses the incorrect IMSI in various countries and updates to correct this for SIMs that have already downloaded the update. The update containing the error has been picked up by ~8% of active SIMs. The countries where a non-preferred IMSI will be used after the update is received represent <5% of Super SIM activity in aggregate. This issue does not impact devices connecting to networks in the United States. If you believe you may have devices offline due to this issue, please open a support ticket and a member of our support team may be able to assist you with identifying which networks you may need to enable to allow your devices to reconnect. We will provide another update in 8 hours or as soon as we have more information.
Update
In a recently started over-the-air update campaign for Super SIM, an error in the update has resulted in the wrong IMSI being preferred in ~100 countries, most of which are in Africa, Central & Southern America, and Asia.
SIMs in the impacted countries may not lose connectivity as there may be overlap in the networks that each IMSI used on Super SIM can connect to. Additionally, if the new IMSI used cannot connect, the SIM will begin presenting backup IMSIs for your device to use. One of those backup IMSIs will include the one that should have been used in that country. Each IMSI change should happen after ~3 - 5 minutes of being unable to get connected. If the modem reboots during the failover process the process will most likely restart, returning the SIM to the first IMSI used. You may need to open up additional networks on your Network Access Profile to allow impacted devices to reconnect.
Our engineering team is in the process of halting the delivery of this update to additional SIMs. Additionally, we are preparing a revised over-the-air update to fix the erroneous update for SIMs that have already downloaded the update. We will provide another update in 8 hours or as soon as we have more information.
SIMs in the impacted countries may not lose connectivity as there may be overlap in the networks that each IMSI used on Super SIM can connect to. Additionally, if the new IMSI used cannot connect, the SIM will begin presenting backup IMSIs for your device to use. One of those backup IMSIs will include the one that should have been used in that country. Each IMSI change should happen after ~3 - 5 minutes of being unable to get connected. If the modem reboots during the failover process the process will most likely restart, returning the SIM to the first IMSI used. You may need to open up additional networks on your Network Access Profile to allow impacted devices to reconnect.
Our engineering team is in the process of halting the delivery of this update to additional SIMs. Additionally, we are preparing a revised over-the-air update to fix the erroneous update for SIMs that have already downloaded the update. We will provide another update in 8 hours or as soon as we have more information.
Update
Our monitoring systems have detected a potential issue with International Mobile Subscriber Identity range mismatches in multiple countries. Our engineering team has been alerted and is actively investigating. We will provide another update in 4 hours or as soon as we have more information.
Update
Our monitoring systems have detected a potential issue with International Mobile Subscriber Identity range mismatches in UAE. Our engineering team has been alerted and is actively investigating. We will provide another update in 2 hours or as soon as we have more information.
Investigating
Our monitoring systems have detected a potential issue with International Mobile Subscriber Identity range mismatches in UAE. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.