KORE Case CS0227324 - Service Degradation - SuperSIM, OmniSIM, KORE eSIM, IoT eConnect - 2025-07-28

Update timeline

1. resolved Sep 11, 2025, 02:34 AM UTC

   Impacted Services: Data connectivity When When Start: Monday, July 28, 2025 11:30 UTC / Monday, July 28, 2025, 2025 07:30 EDT (UTC-4) End: Monday, July 28, 2025, 18:48 UTC / Monday, July 28, 2025, 14:48 EDT (UTC-4) What Description: Starting at 10:48 UTC, we began experiencing connectivity issues with one of our partners. Devices that need to establish a new data session may fail that procedure. Existing data sessions should remain not impacted unless they need to perform a session update due to mobility or timers. Our engineering team is actively working with the affected network provider to resolve the issue. We will provide another update in 1 hour or sooner once more information becomes available.

2. postmortem Sep 11, 2025, 02:35 AM UTC

   **RESOLUTION**: KORE engineers have observed service recovery beginning at 18:48 UTC across all partner links. The issue originated with our Mobile Network Operator \(MNO\) and their global carrier partner, who implemented a fix leading to the restoration of the Data services. Since then, we have seen significant improvement in stability and global recovery in establishing data sessions. The incident is now resolved, and KORE engineers are continuing to actively monitor the situation to ensure ongoing service reliability. Further investigations are being held by our MNO to identify the root cause. We appreciate your patience and understanding during this time. **Update 3 2025-07-28 17:30 UTC / 2025-07-28 13:30 EDT \(UTC-4\):** Our engineering team remains actively engaged with our partner to identify and resolve the issue. At this time, there are no new developments to report and impact remains limited to 4G connectivity. We will provide another update in 4 hours, or sooner if new information becomes available. **Update 2 2025-07-28 15:30 UTC / 2025-07-28 11:30 EDT \(UTC-4\):** Our engineering team remains actively engaged with our partner to resolve the ongoing issue. While active data sessions remain stable, we can clarify that the impact is on 4G signalling, which may impact new session attempts or network registration for some devices. Devices that have the ability to fall back to 2G & 3G will likely connect at the lower radio technology. We are continuing to investigate this with high priority and will provide further updates in 2 hours, or sooner if more information becomes available. **Update 1 2025-07-28 13:35 UTC / 2025-07-28 09:35 EDT \(UTC-4\):** Our engineering team remains actively engaged with our partner to identify and resolve the issue. Active data sessions continue to remain stable with no changes observed. There are no new developments to report at this time. The next update will be provided in 2 hours, or sooner if new information becomes available.