Incident Report for March 31th, 2025

Summary

Between 2025-03-30 23:41 UTC and 2025-03-31 06:45 UTC, Soracom IoT SIMs using plan-US-max experienced issues in the United States—its designated service area—where connections were unavailable or difficult to establish. In addition, connectivity issues specifically affecting Verizon continued until 2025-04-02 04:48 UTC.

Affected Services

From 2025-03-30 23:41 UTC to 2025-03-31 06:45 UTC, new connection attempts for the affected subscription consistently failed.
Between 2025-03-31 06:45 UTC and 2025-04-02 04:48 UTC, some new connection attempts to Verizon continued to fail.
Existing sessions that had already been established prior to the start of the incident remained active and data communication was maintained, provided the sessions were not re-established or updated during this period.

Cause

Soracom IoT SIMs using plan-US-max can connect to the following Mobile Network Operators (MNOs): T-Mobile, AT&T, or Verizon. Connections to the Soracom platform via MNOs are facilitated by our network partner. This network partner’s facilities also handle connectivity for other operators.

The incident was triggered by a sudden traffic spike from devices associated with another operator (not Soracom) that shares the same network partner. This surge overloaded the network partner’s infrastructure, prompting them to implement traffic restrictions at their facilities to mitigate the impact. These restrictions prevented session establishment requests from Soracom devices using the affected subscription from reaching our platform.

Once the traffic load stabilized, the restrictions were lifted on 2025-03-31 06:45 UTC, restoring connectivity for AT&T and T-Mobile. However, separate traffic controls imposed by Verizon at the MNO level due to continued congestion remained in effect, preventing Soracom devices from connecting until those were lifted on 2025-04-02 04:48 UTC.

Resolution

Upon detecting abnormal connection patterns, Soracom immediately updated the Status Dashboard, began an internal investigation, and escalated the issue to the network partner supporting the affected connections.
The network partner removed the imposed restrictions once the load normalized, allowing communication sessions to resume for AT&T and T-Mobile. Further coordination led to the resolution of the restrictions on Verizon, fully restoring connectivity.

Future Actions

Soracom is conducting a thorough review of the network partner’s infrastructure conditions during the incident and analyzing the sequence of response actions. Based on these insights, we will work with the partner to enhance the resilience and reliability of connectivity pathways between their infrastructure and the Soracom platform.

We are also taking steps to improve internal processes and coordination with the network partner. In parallel, we are reviewing both internal and customer-facing communication procedures to reduce the duration and impact of any future incidents. Maintaining and improving the quality and reliability of our services remains a top priority.

2025-04-09 · 12:02 JST

Resolved

The following service incident occurred on the Soracom platform:

[Affected Service(s)]
Soracom Air for Cellular IoT SIM cards on plan(s):

plan-US-max

[Issue Identified]
Some SIMs from the affected plan could not connect to the network:

[Incident Timeline]
Times are in UTC:

Start of Incident: 2025-03-30 23:42
Start of Recovery Trend in connections to AT&T and T-Mobile : 2025-03-31 06:45
Start of Recovery Trend in connections to Verizon : 2025-04-02 04:13
End of Incident: 2025-04-02 04:48

We sincerely apologize for any inconvenience caused by the extended service disruption. If your device connectivity was affected, please see our Troubleshooting page for quick steps to get reconnected.

We are currently investigating the incident in detail working with the network partner and will provide further updates on this page. Should you require additional assistance, please submit a support ticket through our support site:
https://developers.soracom.io/en/docs/account/support/

Thank you for your understanding and cooperation.

2025-04-02 · 15:05 JST

Monitoring

We are currently experiencing a service incident on the Soracom platform:

[Affected Service]
Soracom Air for Cellular IoT SIM cards on plan:

plan-US-max

[Issue Identified]
Some SIMs from the affected plan cannot connect to the network on the following carrier:

Verizon

[Incident Timeline]
Times are in UTC:

Start of Incident: 2025-03-30 23:42
Start of Recovery Trend in connections to AT&T and T-Mobile : 2025-03-31 06:45
Start of Recovery Trend in connections to Verizon : 2025-04-02 04:13

[Current Status]
Our engineering team is observing a recovery trend and are monitoring the service as it is recovering.
[Next Update]
As soon as the situation changes or at 2025-04-02 06:30 UTC
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We apologize for any inconvenience this may cause. If you need assistance, please contact our support team:
https://developers.soracom.io/en/docs/account/support/

Thank you for your understanding and cooperation.

2025-04-02 · 14:11 JST