Incident Report for April 24th, 2025

Summary

On 2025-04-24, from 05:07 to 10:09 UTC, some Soracom IoT SIMs experienced issues where cellular communication sessions either could not be established or became unreliable when attempting to connect to the network.

Affected Services

During this period, devices using the following subscriptions may have intermittently failed to establish cellular sessions:

• plan-US-max

Devices with active data sessions at the start of the incident were likely unaffected; however, if a device terminated a session and tried to establish a new one during the incident, session creation may have failed.

Cause

Devices using affected SIMs are connected to Soracom via the network partner’s equipment on each mobile network operator’s (MNO’s) network.

The network partner has reported that there was an issue preventing them from processing new cellular connection requests from devices. As a result, some SIMs using the affected subscription experienced difficulties in establishing new cellular sessions or were unable to initiate communication altogether.

Solution

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 incident was resolved through actions taken by our network partner.

Future Actions

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 service incident occurred on the Soracom platform:

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

• plan-US-max

[Issue(s) Identified]
Some SIMs from the affected plan are unable to or have difficulty establishing new connections to the network.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-04-24 05:47
• Start of Recovery Trend: 2025-04-25 09:53
• End of Incident: 2025-04-24 11:00

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.

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

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

• plan-US-max

[Issue(s) Identified]
Some SIMs from the affected plan are unable to or have difficulty establishing new connections to the network.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-04-24 05:47 UTC
• Start of Recovery Trend: 2025-04-25 09:53 UTC

[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 2025-04-24 12:00 UTC

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.

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

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

• plan-US-max

[Issue(s) Identified]
Some SIMs from the affected plan are unable to or have difficulty establishing new connections to the network.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-04-24 05:47 UTC

[Current Status]
Our engineering team is currently working with the network partner.

[Next Update]
As soon as the situation changes or at 2025-04-24 10:30 UTC

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.

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

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

• plan-US-max

[Issue(s) Identified]
Some SIMs from the affected plan are unable to or have difficulty establishing new connections to the network.
[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-04-24 05:47 UTC

[Current Status]
Our engineering team is currently working with the network partner.

[Next Update]
As soon as the situation changes or at 2025-04-24 09:30 UTC

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.

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

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

• plan-US-max

[Issue(s) Identified]
Some SIMs from the affected plan cannot establish to the network

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-04-24 05:47 UTC

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

[Next Update]
As soon as the situation changes or at 2025-04-24 08:30 UTC

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.

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

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

• plan-US-max

[Issue(s) Identified]
Some SIMs from the affected plan cannot establish to the network

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-04-24 05:47 UTC

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

[Next Update]
As soon as the situation changes or at 2025-04-24 07:30 UTC

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.