Incident Report for November 15th, 2024

Summary

On November 15th, 2024, from 01:30 to 06:22 UTC, Soracom IoT SIMs using plan-US experienced issues where cellular communication sessions could not be established or were unreliable.

Affected Services

During this period, plan-US SIMs intermittently failed to establish cellular sessions. Devices that had active data sessions before the start of the incident may not have been affected. However, if those devices attempted to delete their existing data session and create a new data session during the incident, new data session creation may have failed.

Cause

At the time of the incident, an issue occurred with the equipment of our network partner, which connects our network with the carrier for the affected subscription.

Resolution

The incident was resolved through actions taken by our network partner.

Future Actions

We have confirmed that our network partner is addressing this issue in collaboration with their equipment vendor. We will continue to support our network partner by providing necessary information for investigation, requesting measures to prevent recurrence, and striving to improve the quality of our service delivery. We continue to be committed to improving the speed and accuracy of detecting similar anomalies and promptly notifying our network partners. This will allow us to inform our customers of such issues more quickly and minimize the duration of any future impacts.

The following event occurred on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs were not able to connect to the network

[Occurrence Time]
Around 2024-11-15 01:30 - 06:22 UTC

We apologize for any inconvenience this may caused. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc

We are currently observing a recovery trend in relation to the issue we are monitoring on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs were not able to connect to the network

[Incident Start Time]
2024-11-15 01:30 UTC

[Current Status]
We are monitoring our networking components as the service is recovering.

[Next Update]
As soon as the situation changes or at 2024-11-15 11:00 UTC

We apologize for any inconvenience this may cause. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc

We are currently experiencing service disruptions on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs cannot connect to the network

[Incident Start Time]
2024-11-15 01:30 UTC

[Current Status]
Our engineering team is actively working to resolve the issue.

[Next Update]
As soon as the situation changes or at 2024-11-15 09:00 UTC

We apologize for any inconvenience this may cause. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc

We are currently experiencing service disruptions on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs cannot connect to the network

[Incident Start Time]
2024-11-15 01:30 UTC

[Current Status]
We have confirmed that the issue is still occurring despite the previously observed recovery trend. Our engineering team is actively working to resolve the issue.

[Next Update]
As soon as the situation changes or at 2024-11-15 06:00 UTC

We apologize for any inconvenience this may cause. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc

We are currently observing a recovery trend in relation to the issue we are monitoring on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs were not able to connect to the network

[Incident Start Time]
2024-11-15 01:30 UTC

[Current Status]
We are monitoring our networking components as the service is recovering.

[Next Update]
As soon as the situation changes or at 2024-11-15 05:00 UTC

We apologize for any inconvenience this may cause. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc

We are currently experiencing service disruptions on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs cannot connect to the network

[Incident Start Time]
2024-11-15 01:30 UTC

[Current Status]
We have confirmed that the issue is still occurring despite the previously observed recovery trend. Our engineering team is actively working to resolve the issue.

[Next Update]
As soon as the situation changes or at 2024-11-15 04:00 UTC

We apologize for any inconvenience this may cause. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc

We are currently observing a recovery trend in relation to the issue we are monitoring on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs were not able to connect to the network

[Incident Start Time]
2024-11-15 01:30 UTC

[Current Status]
We are monitoring our networking components as the service is recovering.

[Next Update]
As soon as the situation changes or at 2024-11-15 04:00 UTC

We apologize for any inconvenience this may cause. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc

We are currently experiencing service disruptions on the Soracom platform.

[Impacted Services]
Soracom IoT SIMs (plan-US)

[Issues Identified]
Some SIMs cannot connect to the network

[Incident Start Time]
TBA

[Current Status]
Our engineering team is actively investigating the issue.

[Next Update]
As soon as the situation changes or at 2024-11-15 03:00 UTC

We apologize for any inconvenience this may cause. If you need assistance, please submit a ticket through our support site.
https://support.soracom.io/hc