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Incident detail

Service Degradation - 4G Connectivity

Resolved incidentMinor1 affected service

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Timeline

Incident updates

Updates are normalized from the official source chronology so timeline changes remain easy to scan.

  1. Investigating

    Dear emnify Customers,

    We are currently investigating a connectivity issue affecting devices connected via 4G networks. Customers may experience intermittent connectivity and service degradation.

    Our team is actively working to identify the root cause and restore normal service as quickly as possible.

    We will continue to share updates as more information becomes available.

    Kind regards,

    emnify Support Team

  2. Monitoring

    Dear emnify Customers,

    We are now observing that 4G traffic has returned to normal levels, indicating that connectivity has stabilized and service performance has recovered.

    Our team will continue to actively monitor the network to ensure 4G services remain stable and continue to function as expected.

    Kind regards,

    emnify Support Team

  3. Resolved

    Dear emnify Customers,

    The incident was caused by a global degradation affecting LTE signaling traffic within one of our signaling providers' networks, which impacted roaming services.

    The issue has since been resolved, and roaming connectivity has returned to normal.

    In case you are still having issues, please reach out to our Support Team via our Help Center.

    Kind regards,

    emnify Support Team

  4. Resolved

    ## Summary

    Due to a full outage of emnify’s LTE signalling carrier for the 90143XXX and 29509XXX IMSIs, customers were unable to attach to LTE networks during the impact duration of 29min.

    Due to static routing in 3GPP signalling systems, there is no failover to alternate carriers. Most devices were able to connect to alternative RAT types (2G/3G) or using alternate IMSIs. Existing data connections were not impacted.

    ## Timeline (UTC)

    | Time | Event |

    | --- | --- |

    | 07:47 | >>>INCIDENT STARTS HERE<<< Carrier applies configuration change to their Diameter Routing Agents, which triggers a software bug. LTE signalling links between emnify and carrier are all shut down. |

    | 07:52 | Automated alert raised |

    | 08:04 | Internal incident created |

    | 08:16 | LTE signalling links up again >>>INCIDENT STOPS HERE<<< |