Date/Time Impacted

Between October 24, 2024 17:59:00 UTC and October 25, 2024 00:25:00 UTC

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Services Impacted

SMS delivery degradation and latency affecting 10DLC numbers towards AT&T and Verizon network.

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Summary

Vonage received a notification from our 10DLC supplier in the US about a downstream operator network connectivity issue affecting a few A2P 10DLC Customers traffic towards +1 US destinations. SMS delivery degradation and latency started from 17:59 UTC on October 24th. Restoration of delivery degradation was observed at 00:25 UTC on October 25th.

The incident was raised to address delivery degradation and latency. Degraded performance statistics were observed across AT&T and Verizon via our 10DLC supplier in the US.

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Root Cause

Outage was observed on the supplier's side. Supplier suspected a network hardware at partner's facility may have been overwhelmed due to ingesting additional traffic.

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Restoration Actions

According to our supplier, the downstream Operator's partner worked on rolling back some of the volume to reduce the overload on the network hardware. Also, the downstream Operator along with their vendor remediated the incident and all messages that were held in queue were successfully delivered, albeit with delay. Our supplier confirmed that no messages were lost during the incident.

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Next Steps

• Downstream Operator’s partner will work on throttling traffic to mitigate network hardware overload issues.
• If you have any questions about what numbering options are available to you that would have avoided this issue, please reach out to your account manager to explore them.

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