Helium had 13 outages in the last 2 years totaling 2398h 12m of downtime — averaging 0.5 incidents per month.
There were 13 Helium outages since June 23, 2025 totaling 2398h 12m of downtime. Each is summarised below — incident details, duration, and resolution information.
Some Helium Mobile Hotspots had an issue where devices could connect to WiFi but couldn’t actually use the internet, due to a problem on those specific units, while the overall network was working normally. A fix is being worked on for affected hotspots - if you experience this behaviour, restarting your hotspot is advised.
A performance issue is affecting Helium Packet Router performance in the Frankfurt region. This may affect IoT device message delivery in Europe. The team has identified the issue and is scaling resources to resolve the issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
During the IMS-Prod upgrade, services experienced a brief outage of roughly 15–20 minutes due to a load balancer and DNS issue introduced during the update. This impacted the Hotspot dashboard and related IMS services. The issue was identified and resolved, and all systems are now fully operational.
An upstream service is causing some Hotspots to fail to load. The team is investigating the issue and will deploy a fix shortly.
This incident has been resolved.
Due to the current Cloudflare outage worldwide, some services are currently unavailable. We are monitoring the situation and will post updates here as they become available.
Cloudflare services have recovered.
We’re seeing reduced traffic from one carrier starting yesterday. Other carriers are unaffected. We are collaborating with the carrier to understand the behavior. We’ll update once we have more details.
The issue appears to stem from a recent software update on the carrier's side and we’re actively collaborating on a fix with our partner. Traffic from other carriers remains unaffected. We’ll share more updates as progress continues but we're not expecting any updates until Monday at the earliest.
The technical issue impacting service has been resolved. Carrier traffic has stabilized. We’ll continue monitoring to ensure everything remains nominal.
We’re currently investigating a Brownfield service degradation. The issue appears to be linked to a connection problem between RADIUS AAA instances following the latest radiator-rs deployment. Our team is working to identify and resolve the problem as quickly as possible. Further updates will be shared here once more information is available.
This incident has been resolved.
We are aware of an issue affecting access to the Helium Mobile Builder Dashboard. Some users may be unable to log in, while others who can access their dashboards are experiencing issues viewing hotspot telemetry data. This appears to be a visual-only issue and does not affect hotspot performance or reward earnings. The team is actively investigating the cause and working on a resolution. We expect to provide an update by end of day tomorrow (October 17, 2025).
Note that the issue may affect explorer statistics related to data transferred and daily active users. . We are continuing to investigate this issue.
We are continuing to investigate this issue.
This issue was resolved
Native token swap functionality in the Helium Wallet app is currently unavailable due to a downstream change with Jupiter's APIs. All users of current versions (v2.14.16 and prior) of Helium Wallet will have to use the dApp browser for swaps until v2.14.17 is implemented, deployed, and approved by App Stores.
The fix for native swaps (v2.14.17) is currently in App Store review on both Android and iOS. We’ll update once it’s approved and live.
Native swap functionality has been restored with the release of Helium Wallet v2.14.17, now live on both the App Store (iOS) and Google Play (Android). Please update to the latest version to resume in-app swaps.
We are currently investigating reports of mobile onboarding failures. Affected users may see the following error when attempting to onboard: {"InstructionError":[2,{"Custom":6016}]} Impact: All new Mobile onboards are currently failing. Existing Mobile users are unaffected.
This incident has been resolved.
Following the recent Mobile Oracle infrastructure migration, the team has noticed that a subset of HMHs are failing to submit speed tests. The lack of speed tests will prevent a Hotspot from receiving Proof of Coverage rewards. A backend patch has been applied which will likely address the issue without operator intervention. However, if you notice your HMH is failing to submit speed tests, a simple reboot should resolve the issue.
A backend patch has been applied to address issues with Hotspots failing to submit speed tests. If you’re still seeing problems, a reboot should fix it. We’ll continue to monitor.
This incident has been resolved.
We are currently investigating reports of Error 522 (Connection Timeout) affecting some users during onboarding and hotspot updates. Impact: users may see a timeout or error message when attempting to complete payments or update antenna information. Scope: Issue appears intermittent and does not affect all devices. Current Status: Our engineering team has identified this as potentially related to recent application updates. A fix is being tested. We’ll provide updates here as we learn more. Thank you for your patience.
Resolved: Error 522 (Connection Timeout) We’ll continue monitoring to ensure stability. Thank you for your patience while we worked to resolve this.
We are currently investigating an issue preventing FreedomFi AGWs from being onboarded as IoT Hotspots. We are assessing the impact and determining next steps, including restoring onboarding capabilities. Current Status: * FreedomFi AGW onboarding temporarily unavailable. * Root cause identified Further updates will be shared as the situation develops. Please reach out to support if you are affected.
This issue has been resolved