Concentric Health incident
Twilio/AWS outage impacting SMS delivery — resolved
Resolved after 2 hours, affecting Clinician application, on October 20, 2025.
Between 08:20 – 10:20 BST, 20 Oct 2025, Concentric was unable to send consent information via SMS due to an issue affecting our SMS delivery partner, Twilio. This was part of a widescale AWS outage impacting multiple internet services. When attempting to send consent information to only a mobile number, users saw an error message indicating that the message couldn’t be sent. In addition, a banner was displayed within Concentric from 09:55 until resolution to inform all users of the issue and provide guidance. Email delivery of consent information was unaffected, and Concentric otherwise remained fully operational. Unfortunately, it was not possible to update this Statuspage during the incident, as it was also impacted by the wider AWS outage. Therefore, only this resolved update has been added to the incident record. All SMS messages have been sending successfully since 10:20 BST, 20 Oct 2025, and the issue is now fully resolved. For reference, Twilio’s incident report is available here: https://status.twilio.com/incidents/2mjg0mr2pf29
Affected components
Update timeline
- resolved Oct 20, 2025, 10:13 AM UTC
Between 08:20 – 10:20 BST, 20 Oct 2025, Concentric was unable to send consent information via SMS due to an issue affecting our SMS delivery partner, Twilio. This was part of a widescale AWS outage impacting multiple internet services. When attempting to send consent information to only a mobile number, users saw an error message indicating that the message couldn’t be sent. In addition, a banner was displayed within Concentric from 09:55 until resolution to inform all users of the issue and provide guidance. Email delivery of consent information was unaffected, and Concentric otherwise remained fully operational. Unfortunately, it was not possible to update this Statuspage during the incident, as it was also impacted by the wider AWS outage. Therefore, only this resolved update has been added to the incident record. All SMS messages have been sending successfully since 10:20 BST, 20 Oct 2025, and the issue is now fully resolved. For reference, Twilio’s incident report is available here: https://status.twilio.com/incidents/2mjg0mr2pf29
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