Skip to content
OutageDeck

Incident detail

Network connectivity issues with some customers from Italy

Network connectivity issues with some customers from Italy

Resolved incidentMinor0 affected services

Timeline window

to

Sponsored placement

Google AdSense placeholder

This slot is reserved for future AdSense placement. It stays as a non-invasive placeholder until a client ID and slot ID are configured.

Timeline

Incident updates

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

  1. Investigating

    Customers in Italy using Wind 3 and Fastweb internet service providers are continuing to experience connectivity issues. Some customers using the TIM internet service provider are also affected. While the issue is outside of Shopify, we are continuing to work with our network service provider to assist with diagnosing the issue. We recommend that impacted customers contact their Internet Service Provider for further assistance.

  2. Investigating

    We continue to see connectivity issues for some customers in Italy. We are still working with our network service provider to assist with diagnosing the issue. Affected merchants can contact Shopify Support for more details.

  3. Investigating

    We are continuing to investigate the ongoing issue related to accessing Shopify storefronts through various ISPs in Italy. We thank you for your patience throughout this investigation. We have assembled a team who are continuing all efforts to resolve this issue with the various ISPs involved and can confirm this issue remains outside of Shopify. We encourage you to reach out to our Support team for additional assistance during this time.

  4. Investigating

    We are continuing to investigate this issue.

  5. Investigating

    We are continuing to investigate this issue.

  6. Investigating

    We appreciate your patience while we continue to investigate this issue.

  7. Investigating

    We are continuing to investigate this issue.

  8. Resolved

    While the root cause of this issue is still outside of Shopify, we have implemented a solution which has successfully restored connectivity for the majority of stores from the affected ISPs. If you are still experiencing this issue, please contact Shopify support for assistance.