Hologram Outage History

Started Mar 25, 2026, 10:35 AM UTC· resolved Mar 25, 2026, 04:45 PM UTC

1. investigating Mar 25, 2026, 10:35 AM UTC

   One of our upstream network partners is experiencing an outage affecting new registrations on their 2G, 3G, and 4G/LTE networks. We have notified the partner and are working with them to resolve this issue. This outage only affects SIM cards with the ICCID prefix 8935*.

2. monitoring Mar 25, 2026, 01:51 PM UTC

   Our upstream partner has confirmed the outage has been resolved. We will be monitoring our metrics and provide updates accordingly.

3. resolved Mar 25, 2026, 04:45 PM UTC

   This incident has been resolved.

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Started Mar 25, 2026, 08:33 AM UTC· resolved Mar 25, 2026, 02:22 PM UTC

1. investigating Mar 25, 2026, 08:33 AM UTC

   We are currently seeing issues with Global-3 (8946) devices attaching to the LTE network in the North American and Mexico regions. We are actively working to resolve this as soon as possible. This will only affect new sessions, existing sessions will not be affected.

2. identified Mar 25, 2026, 10:50 AM UTC

   Our carrier partner is working on implementing a fix. With the fix in place the carrier is seeing traffic beginning to return to normal levels. We are continuing to investigate.

3. resolved Mar 25, 2026, 02:22 PM UTC

   This incident has been resolved.

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Started Mar 18, 2026, 12:02 PM UTC· resolved Mar 19, 2026, 02:03 PM UTC

1. monitoring Mar 18, 2026, 12:02 PM UTC

   We are experiencing a backlog of incoming usage messages from our upstream provider on Global-1 profiles. Usage reporting in the Dashboard and API is currently delayed while the backlog is being processed. Usage reporting is not affected on any other profiles. Connectivity is not affected on any profiles.

2. monitoring Mar 18, 2026, 06:31 PM UTC

   There is a fix in place. Engineering team is continuing to monitor.

3. resolved Mar 19, 2026, 02:03 PM UTC

   This incident has been resolved.

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Started Mar 12, 2026, 03:43 AM UTC· resolved Mar 12, 2026, 07:03 AM UTC

1. investigating Mar 12, 2026, 03:43 AM UTC

   We are currently investigating a reported issue on our Global-3 (G3) profiles (ICCID prefix 894642*). We are seeing devices having trouble establishing and maintaining sessions on 4G/LTE. We are actively working with our upstream partners on a resolution and we'll provide updates as more information becomes available.

2. monitoring Mar 12, 2026, 04:31 AM UTC

   Our metrics show traffic is returning to normal levels and we'll continue monitoring and update accordingly.

3. resolved Mar 12, 2026, 07:03 AM UTC

   This incident has been resolved.

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Started Feb 24, 2026, 04:13 AM UTC· resolved Feb 25, 2026, 05:01 AM UTC

1. investigating Feb 24, 2026, 04:13 AM UTC

   We are currently investigating a reported issue on our USA-2/Verizon profiles (ICCID prefix 89148*). We are seeing devices having trouble establishing and maintaining sessions on 4G/LTE. We are actively working with our upstream partners on a resolution and we'll provide updates as more information becomes available.

2. monitoring Feb 24, 2026, 02:34 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Feb 25, 2026, 03:33 AM UTC

   Our metrics show that sessions and data transfer have stabilized to pre-incident levels. We are continuing to monitor for the time being for any further issues and will provide updates as needed.

4. resolved Feb 25, 2026, 05:01 AM UTC

   This incident has been resolved.

5. postmortem Mar 11, 2026, 08:46 PM UTC

   ## 1. Incident Summary On February 23rd, a subset of SIMs on Verizon-direct profiles experienced a loss of data connectivity. The disruption was caused by an APN misconfiguration applied to the subset of SIMs during a routine plan consolidation performed by Verizon. Affected devices were unable to pass data until the correct APN configurations were restored. ## 2. Root Cause Verizon performed a plan consolidation to streamline and clean up legacy plan configurations. During the provisioning process, a subset of SIMs was incorrectly migrated to a different APN than intended — specifically, devices were moved to a private APN when they should have remained on a public APN, or vice versa. This misconfiguration rendered the affected SIMs unable to establish data connectivity. ## 3. Timeline | Time \(UTC\) | Event | | --- | --- | | Feb 24, 00:00 | Service disruption first reported; data connectivity loss observed on affected SIMs | | Feb 24, 04:13 | Additional customer reports; status page posted | | Feb 24, 14:34 | Verizon identified root cause and began systematic remediation of affected SIM configurations | | Feb 24, 22:30 | Full service restoration initiated; Verizon actively correcting APN configurations on impacted SIMs | | Feb 25, 00:00 | Continued remediation of affected SIMs | | Feb 25, 03:33 | Metrics stabilized to pre-incident levels | | Feb 25, 05:01 | Incident resolved | ## 4. Impact Approximately 15,000 SIMs on Verizon-direct profiles, affecting only 0.1% of clients, were unable to pass data for the duration of the incident. No data loss or security impact was identified; the disruption was limited to connectivity availability. ## 5. Remediation Verizon corrected the APN configurations across all affected SIMs. Service was restored following the systematic re-application of the correct, validated APN settings to the impacted lines. ## 6. Preventative Measures Based on a post-incident review, the following controls have been implemented for all future Verizon plan migrations: * **Pre-deployment compatibility testing** is now required prior to executing any plan consolidation or migration affecting SIM configurations. * **Enhanced validation checkpoints** have been added to the provisioning process to verify APN configuration integrity before changes are applied at scale. Although testing was performed before making changes, this did not adequately prevent the issue. These measures are intended to prevent recurrence and ensure configuration accuracy during future planned changes.

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Started Feb 20, 2026, 10:17 PM UTC· resolved Feb 21, 2026, 01:13 AM UTC

1. investigating Feb 20, 2026, 10:17 PM UTC

   There is a currently a backlog delaying SIM operations on some of the Global-1 profiles. Backlog is processing and some customers may experience delays. Cellular network and other API services are unaffected.

2. resolved Feb 21, 2026, 01:13 AM UTC

   The backlog has been cleared.

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Started Feb 12, 2026, 02:30 PM UTC· resolved Feb 13, 2026, 06:22 AM UTC

1. investigating Feb 12, 2026, 02:30 PM UTC

   One of our upstream network partners is experiencing an outage affecting new registrations on their 2G, 3G, and 4G/LTE networks. We have notified the partner and are working with them to resolve this issue. This outage only affects SIM cards with the ICCID prefix 8935*.

2. monitoring Feb 12, 2026, 04:28 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Feb 13, 2026, 06:22 AM UTC

   This incident has been resolved.

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Started Jan 14, 2026, 07:42 PM UTC· resolved Jan 15, 2026, 08:17 PM UTC

1. investigating Jan 14, 2026, 07:42 PM UTC

   We are currently observing a nationwide issue affecting the Verizon network, which may impact a subset of SIMs using Verizon-direct profiles. Our team is actively monitoring the situation and coordinating with Verizon to assess scope and impact. Further updates will be shared as more information becomes available.

2. monitoring Jan 14, 2026, 09:57 PM UTC

   Our metrics show traffic has been close to normal levels throughout the outage, but some devices might be affected. We'll continue monitoring and update accordingly.

3. resolved Jan 15, 2026, 08:17 PM UTC

   This incident has been resolved.

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Started Jan 09, 2026, 05:19 PM UTC· resolved Jan 10, 2026, 03:14 AM UTC

1. monitoring Jan 09, 2026, 05:19 PM UTC

   There is a currently a backlog delaying SIM operations submitted in bulk. We are currently monitoring the backlog which is processing, but some customers may experience delays when submitting bulk operations. Cellular network and other API services are unaffected.

2. resolved Jan 10, 2026, 03:14 AM UTC

   The backlog has cleared.

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Started Dec 29, 2025, 08:27 PM UTC· resolved Dec 30, 2025, 02:04 PM UTC

1. investigating Dec 29, 2025, 08:27 PM UTC

   We are currently investigating an issue where data usage and session activity may be partially delayed or missing for some G3 (Global-3) sims/profiles. This impacts reporting and visibility only. Device connectivity and data transmission continue to operate normally. Details: Starting in early December, we identified a discrepancy between upstream usage records and what is currently reflected in our reporting systems. As a result: • Some customers may see lower-than-expected data usage or session counts in the dashboard. • This does not indicate dropped data, failed sessions, or service outages. • Usage records are still being captured upstream and will be reconciled. We are actively working to identify the root cause and restore full reporting accuracy.

2. resolved Dec 30, 2025, 02:04 PM UTC

   We have restored normal usage reporting and confirmed that data records are now being processed and reflected correctly in the Hologram dashboard. All previously delayed usage has been reconciled to ensure accurate visibility and billing. If you believe you are still seeing any discrepancies, please contact Hologram Support.

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Started Dec 28, 2025, 08:42 PM UTC· resolved Dec 28, 2025, 11:01 PM UTC

1. investigating Dec 28, 2025, 08:42 PM UTC

   We are currently investigating a reported issue on our Global-2 profiles (ICCID prefix 89357*). We are seeing devices having trouble establishing new sessions/registrations on 4G/LTE. We are actively working with our upstream partners on a resolution and we'll provide updates as more information becomes available.

2. monitoring Dec 28, 2025, 09:24 PM UTC

   The issue has begun to resolve and we are seeing devices able to open sessions. We are continuing to monitor and work toward identifying a root cause.

3. resolved Dec 28, 2025, 11:01 PM UTC

   This incident has been resolved.

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Started Dec 26, 2025, 07:49 PM UTC· resolved Dec 27, 2025, 02:08 AM UTC

1. investigating Dec 26, 2025, 07:49 PM UTC

   There is a currently a backlog delaying SIM operations on G1 profiles (ICCID prefix 8944*). Backlog is processing and some customers may experience delays. Cellular network and other API services are unaffected.

2. resolved Dec 27, 2025, 02:08 AM UTC

   The backlog has been cleared.

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Started Dec 12, 2025, 12:59 PM UTC· resolved Dec 15, 2025, 02:17 PM UTC

1. investigating Dec 12, 2025, 12:59 PM UTC

   We’re currently investigating an issue that started around Monday 8th affecting a subset new G3 SIM activations (ICCIDs starting with 89464*), some SIMs might be unable to establish data sessions. This issue does not impact previously activated G3 SIMs or SIMs on other profiles. Our engineering team is actively working to identify the root cause and implement a resolution. We’ll provide an update as soon as more information is available.

2. resolved Dec 15, 2025, 02:17 PM UTC

   This incident has been resolved.

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Started Dec 04, 2025, 02:58 PM UTC· resolved Dec 04, 2025, 08:44 PM UTC

1. investigating Dec 04, 2025, 02:58 PM UTC

   We are currently investigating a reported issue on our G3 SIMs/profiles (ICCID prefix 89464*). We are seeing high percentages of packet loss with both existing and new data sessions. We are actively working with our upstream partners on a resolution. We will provide updates as more information becomes available.

2. monitoring Dec 04, 2025, 03:34 PM UTC

   We had a brief 10 minute outage impacting some G3 sims. The issue should be resolved and our metrics are showing recovery. We'll keep monitoring connectivity.

3. resolved Dec 04, 2025, 08:44 PM UTC

   This incident has been resolved.

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Started Nov 18, 2025, 01:06 PM UTC· resolved Nov 18, 2025, 03:13 PM UTC

1. investigating Nov 18, 2025, 01:06 PM UTC

   We’re currently aware of an issue affecting connectivity on EE. Devices attempting to roam on EE may be unable to register and could experience unstable data or SMS service. This fault appears to be isolated to EE only — all other UK networks are operating normally and should be used when possible. Our network partners are actively investigating, and we’ll share updates as soon as we have more information.

2. monitoring Nov 18, 2025, 02:09 PM UTC

   EE has identified the root cause of the connectivity issue and has deployed a fix on their side. We’re already seeing devices successfully registering and data/SMS traffic beginning to flow through EE again. Our team will continue to monitor network performance closely to ensure stability fully returns. We’ll share further updates if anything changes.

3. resolved Nov 18, 2025, 03:13 PM UTC

   We got confirmation that the issue has been resolved

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Started Nov 14, 2025, 04:28 PM UTC· resolved Nov 25, 2025, 10:28 PM UTC

1. investigating Nov 14, 2025, 04:28 PM UTC

   We are currently investigating an issue where a small number of G2 profiles are reported to have issues when trying to open new sessions.

2. investigating Nov 18, 2025, 03:13 PM UTC

   We are continuing to investigate this issue.

3. identified Nov 18, 2025, 06:13 PM UTC

   We’ve identified the issue. An abnormal spike in signaling activity on our US PGW for G2 profiles (89357*) is causing intermittent failures when devices attempt to establish new sessions. During these spikes, the PGW is running out of available resources, which leads to session setup attempts failing. We’re working closely with our upstream partners to expand capacity on the PGW and put additional stabilizing measures in place. We’ll share further updates as this work progresses.

4. identified Nov 20, 2025, 06:18 PM UTC

   Earlier today, a fix was deployed and successfully validated in isolation, but once rolled out system-wide it introduced instability and had to be reverted. Our upstream partner have since completed the adjustments needed, and the updated fix is now scheduled for deployment tomorrow, November 21st at 10:00 AM UTC+2. What to expect: During this maintenance window, all SIMs routed through our US (Miami) PGW will briefly disconnect as sessions are reset. Devices should automatically re-establish connectivity once the change is applied. We’ll post a final update once the fix is live and the PGW is back to normal operation.

5. monitoring Nov 21, 2025, 02:33 PM UTC

   The upstream fix has now been deployed, and early checks look good. We’re monitoring session behavior closely as devices cycle through to make sure everything stays stable. We’ll post another update once the rollout is complete and validated.

6. monitoring Nov 22, 2025, 12:02 PM UTC

   Last night, we observed another spike in disconnection events on the US PoP PGW affecting some G2 (89357*) profiles. The responsible core network engineering team worked through the night and will apply an additional patch required to fully stabilize session handling. To apply this fix, the PGW is being restarted early this morning. During the restart window, affected devices may briefly disconnect, but sessions should automatically recover once the patch is applied and the PGW is back online. We’re continuing to monitor session establishment rat es and disconnection counts closely as the platform comes back up. A further update will follow once stability is confirmed.

7. monitoring Nov 22, 2025, 06:42 PM UTC

   Our upstream partner has completed the fixes related to the recent service degradation affecting a subset of G2 (89357*) profiles routed through the US (Miami) PGW. Early results look stable, and session behavior has returned to expected levels. We’re continuing to monitor the PGW closely as devices reconnect and cycle through normal attach patterns. A small number of SIMs might still be impacted by provisioning inconsistency caused by the incident. The majority of these have already been corrected, and the remaining affected SIMs are being processed and validated. This work will continue through the weekend and into next week, but the overall impact is now very limited and contained. No action is required from customers at this time. Devices should reconnect automatically. If any individual SIMs continue to show abnormal behavior, please open a ticket so we can verify and remediate them. We’ll post another update once monitoring is fully complete.

8. resolved Nov 25, 2025, 10:28 PM UTC

   All systems are stable and operational

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Started Nov 10, 2025, 10:24 PM UTC· resolved Nov 12, 2025, 02:27 PM UTC

1. investigating Nov 10, 2025, 10:24 PM UTC

   We have identified abnormal behavior on G2 (89357*) sims roaming on the Verizon and AT&T CAT-M networks. As a result, you might experience issues accessing both CAT-M networks temporarily. We are actively working with our upstream connectivity partners to investigate and restore normal service.

2. resolved Nov 12, 2025, 02:27 PM UTC

   This incident has been resolved.

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Started Nov 07, 2025, 07:08 PM UTC· resolved Nov 10, 2025, 03:27 PM UTC

1. investigating Nov 07, 2025, 07:08 PM UTC

   We’re investigating reports of devices using the G1 Indigo APN (US / Miami Point of Presence) and experiencing degraded data performance and intermittent connectivity, like high packet loss and reduced throughput. Affected connections typically remain active but fail to maintain reliable data transfer. We’ve escalated to upstream partners and are working to identify the problem and resolve it.

2. identified Nov 07, 2025, 09:38 PM UTC

   We identified the issue and we're working on resolving it.

3. resolved Nov 10, 2025, 03:27 PM UTC

   The issue has been resolved and the network is operational.

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Started Nov 07, 2025, 12:17 AM UTC· resolved Nov 07, 2025, 03:22 AM UTC

1. identified Nov 07, 2025, 12:17 AM UTC

   An issue with an upstream partner is delaying reporting data. They have identified the issue and are working on a fix.

2. identified Nov 07, 2025, 12:28 AM UTC

   An issue with an upstream partner is delaying reporting data. They have identified the issue and are working on a fix.

3. resolved Nov 07, 2025, 03:22 AM UTC

   This incident has been resolved.

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Started Nov 04, 2025, 05:17 PM UTC· resolved Nov 05, 2025, 01:25 PM UTC

1. identified Nov 04, 2025, 05:17 PM UTC

   We’ve identified an issue affecting G3 SIMs (ICCID prefix 8946*), where new data sessions and usage are not being reported in real time. As a result, affected SIMs may appear disconnected or without recent activity in the dashboard, even while actively passing data. Connectivity and traffic are not impacted, but session and usage reporting are delayed in our systems. Our engineering team is actively working to restore normal reporting behavior.

2. monitoring Nov 04, 2025, 07:01 PM UTC

   The issue has been mitigated, and usage and session data are now processing normally. It may take several hours for all delayed records to fully catch up. We’ll continue monitoring system performance before marking this incident as fully resolved.

3. resolved Nov 05, 2025, 01:25 PM UTC

   Data usage reporting is all caught up and resolved

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Started Nov 03, 2025, 02:50 PM UTC· resolved Nov 05, 2025, 03:44 PM UTC

1. investigating Nov 03, 2025, 02:50 PM UTC

   We have identified abnormal behavior on G2 (89357*) sims roaming on the Verizon CAT-M network. To ensure network stability and uninterrupted connectivity, access to the Verizon CAT-M network has been temporarily disabled for G2 SIMs only. We are actively working with our upstream connectivity partners to investigate and restore normal service.

2. resolved Nov 05, 2025, 03:44 PM UTC

   This incident has been resolved.

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Started Oct 29, 2025, 04:39 PM UTC· resolved Oct 29, 2025, 06:45 PM UTC

1. investigating Oct 29, 2025, 04:39 PM UTC

   We are seeing a service degradation of our US PoP used by G2 profiles. Affected sessions are being routed through EU PoP and will continue to do so while the service stabilizes. We are closely monitoring metrics and will provide updates accordingly.

2. resolved Oct 29, 2025, 06:45 PM UTC

   This incident has been resolved.

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Started Oct 23, 2025, 07:31 PM UTC· resolved Nov 21, 2025, 02:33 PM UTC

1. investigating Oct 23, 2025, 07:31 PM UTC

   Starting October 1st, 2025, O2 UK began decommissioning its 2G and 3G networks across the UK, with full shutdown expected by the end of the year. As a result, devices using these legacy networks are transitioning to other available carriers. Some Cat-M/LTE-M devices with 2G fallback that were previously using O2's 2G network are having trouble transitioning to other available carriers. We're reviewing impacted devices and finding connectivity alternatives for these. Please reach out to [email protected] if you're experiencing connectivity issues in the UK.

2. investigating Nov 07, 2025, 07:14 PM UTC

   We are continuing to investigate this issue.

3. investigating Nov 07, 2025, 07:16 PM UTC

   We are continuing to investigate this issue.

4. resolved Nov 21, 2025, 02:33 PM UTC

   This incident has been resolved.

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Started Oct 20, 2025, 05:40 PM UTC· resolved Oct 21, 2025, 03:11 AM UTC

1. identified Oct 20, 2025, 05:40 PM UTC

   We are experiencing delays and downtime with AWS systems that affect the majority of our operations. This includes the API, Dashboard, device state changes, sending SMS to devices, reporting, and our ability to post status pages..

2. monitoring Oct 20, 2025, 09:33 PM UTC

   AWS functionality has been restored and stable for the past hour or so. We are awaiting updates from Amazon to ensure that our systems remain stable. All systems are fully restored or catching up. We will continue to monitor to catch an problems early.

3. resolved Oct 21, 2025, 03:11 AM UTC

   All systems continue to operate as expected, we will continue to monitor for any issues.

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Started Oct 19, 2025, 09:36 AM UTC· resolved Oct 20, 2025, 12:08 AM UTC

1. investigating Oct 19, 2025, 09:33 AM UTC

   We are currently investigating an incident affecting SIMs with the G2 profile (prefix 89357*). The issue is impacting new registrations, which may result in: • Failed or delayed SIM registrations • Loss of connectivity for some devices • Inability to establish new data sessions Our engineering team is actively investigating the root cause and working with our upstream partners to restore normal service. Updates will be posted as more information becomes available. We apologize for the disruption and appreciate your patience as we work to resolve the issue.

2. investigating Oct 19, 2025, 09:36 AM UTC

   We are continuing to investigate this issue.

3. investigating Oct 19, 2025, 05:43 PM UTC

   This incident has been resolved.

4. resolved Oct 20, 2025, 12:08 AM UTC

   This incident has been resolved.

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