Incident Report for December 4th, 2025

Summary

On 2025-12-04, from 20:23 to 2025-12-05 07:47 UTC, some Soracom IoT SIM subscriptions experienced issues where cellular communication sessions could not be established.

Affected Services

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

• planM1
• planV1

Note that data communication via already established cellular communication sessions was not affected.

Cause

Soracom works with a network partner to offer planM1 and planV1 subscriptions. Therefore, devices using Soracom IoT SIM with planM1 or planV1 connect to Soracom through the network partner’s network element when they establish cellular sessions via each mobile network operator (MNO) network.

The network partner reported that the inability to establish new cellular communication sessions during the affected period was caused by a system failure between the MNO and network partner.

Resolution

After detecting abnormal connections, 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, with planV1 being restored around 2025-12-04 22:26 UTC and planM1 being restored around 2025-12-05 06:10 UTC.

Future Actions

We are continuing to follow up with the network partner for more details regarding the connection anomaly and the specific recovery actions taken between the MNO and network partner.
We will continue to cooperate with 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issue Identified]
SIMs from the affected plan were unable to connect to the network.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC
• A recovery trend for planM1 was observed starting at 2025-12-05 06:10 UTC
• End of Incident: 2025-12-05 07:47 UTC

We apologize for any inconvenience this incident may have caused. If you still require 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issue Identified]
SIMs from the affected plan were previously unable to connect to the network.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC
• A recovery trend for planM1 was observed starting at 2025-12-05 06:10 UTC

[Current Status]
Our engineering team has observed a recovery trend and is currently monitoring the service as it continues to recover.

[Next Update]
As soon as the situation changes or at 2025-12-05 08:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC

[Current Status]
A recovery trend has been observed for planV1; however, SIMs on planM1 continue to experience issues. Our engineering team is performing additional investigation with our network partners.

[Next Update]
As soon as the situation changes or at 2025-12-05 07:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC

[Current Status]
A recovery trend has been observed for planV1; however, SIMs on planM1 continue to experience issues. Our engineering team is performing additional investigation with our network partners.

[Next Update]
As soon as the situation changes or at 2025-12-05 06:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC

[Current Status]
A recovery trend has been observed for planV1; however, SIMs on planM1 continue to experience issues. Our engineering team is performing additional investigation with our network partners.

[Next Update]
As soon as the situation changes or at 2025-12-05 05:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC

[Current Status]
A recovery trend has been observed for planV1; however, SIMs on planM1 continue to experience issues. Our engineering team is performing additional investigation with our network partners.

[Next Update]
As soon as the situation changes or at 2025-12-05 04:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC

[Current Status]
A recovery trend has been observed for planV1; however, SIMs on planM1 continue to experience issues. Our engineering team is performing additional investigation.

[Next Update]
As soon as the situation changes or at 2025-12-05 03:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC

[Current Status]
A recovery trend has been observed for planV1; however, SIMs on planM1 continue to experience issues. Our engineering team is performing additional investigation.

[Next Update]
As soon as the situation changes or at 2025-12-05 02:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC
• A recovery trend for planV1 was observed starting at 2025-12-04 22:26 UTC

[Current Status]
A recovery trend has been observed for planV1; however, SIMs on planM1 continue to experience issues. Our engineering team is performing additional investigation.

[Next Update]
As soon as the situation changes or at 2025-12-05 01:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC

[Current Status]
Our engineering team is continuing to investigate the issue.

[Next Update]
As soon as the situation changes or at 2025-12-05 00:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers.

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC

[Current Status]
Our engineering team is continuing to investigate the issue.

[Next Update]
As soon as the situation changes or at 2025-12-04 23:00 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 Services]
Soracom Air for Cellular IoT SIM cards on plans:

• planM1
• planV1

[Issues Identified]
Some SIMs from the affected plans cannot initiate new connections to some carriers:

[Incident Timeline]
Times are in UTC:

• Start of Incident: 2025-12-04 20:23 UTC

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

[Next Update]
As soon as the situation changes or at 2025-12-04 22:00 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.