Connectivity issues on USA-2/Verizon profiles (ICCID prefix 89148*)

We are currently investigating a reported issue on our USA-2/Verizon profiles (ICCID prefix 89148*). We are seeing devices having trouble establishing and maintaining sessions on 4G/LTE. We are actively working with our upstream partners on a resolution and we'll provide updates as more information becomes available.

A fix has been implemented and we are monitoring the results.

Our metrics show that sessions and data transfer have stabilized to pre-incident levels.

We are continuing to monitor for the time being for any further issues and will provide updates as needed.

This incident has been resolved.

## 1. Incident Summary

On February 23rd, a subset of SIMs on Verizon-direct profiles experienced a loss of data connectivity. The disruption was caused by an APN misconfiguration applied to the subset of SIMs during a routine plan consolidation performed by Verizon. Affected devices were unable to pass data until the correct APN configurations were restored.

## 2. Root Cause

Verizon performed a plan consolidation to streamline and clean up legacy plan configurations. During the provisioning process, a subset of SIMs was incorrectly migrated to a different APN than intended — specifically, devices were moved to a private APN when they should have remained on a public APN, or vice versa. This misconfiguration rendered the affected SIMs unable to establish data connectivity.

## 3. Timeline

| Time (UTC) | Event |

| --- | --- |

| Feb 24, 00:00 | Service disruption first reported; data connectivity loss observed on affected SIMs |

| Feb 24, 04:13 | Additional customer reports; status page posted |

| Feb 24, 14:34 | Verizon identified root cause and began systematic remediation of affected SIM configurations |

| Feb 24, 22:30 | Full service restoration initiated; Verizon actively correcting APN configurations on impacted SIMs |

| Feb 25, 00:00 | Continued remediation of affected SIMs |

| Feb 25, 03:33 | Metrics stabilized to pre-incident levels |

| Feb 25, 05:01 | Incident resolved |

## 4. Impact

Approximately 15,000 SIMs on Verizon-direct profiles, affecting only 0.1% of clients, were unable to pass data for the duration of the incident. No data loss or security impact was identified; the disruption was limited to connectivity availability.

## 5. Remediation

Verizon corrected the APN configurations across all affected SIMs. Service was restored following the systematic re-application of the correct, validated APN settings to the impacted lines.

## 6. Preventative Measures

Based on a post-incident review, the following controls have been implemented for all future Verizon plan migrations:

• Pre-deployment compatibility testing is now required prior to executing any plan consolidation or migration affecting SIM configurations.
• Enhanced validation checkpoints have been added to the provisioning process to verify APN configuration integrity before changes are applied at scale.

Although testing was performed before making changes, this did not adequately prevent the issue. These measures are intended to prevent recurrence and ensure configuration accuracy during future planned changes.