Routific experienced a minor incident on May 18, 2024 affecting Twilio SMS and Routific Notifications, lasting 9d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring May 08, 2024, 10:21 PM UTC
Our team has been working on increasing SMS deliverability in the U.S. and Canada over the last few weeks. While we are seeing good progress, some Routific users are still experiencing inconsistent deliverability. We are closely monitoring the situation, and have escalated the issue with our SMS providers. North American telecom companies are increasingly strict on SMS content and perceived spam. We thank you for your patience as we navigate the ever-changing rules and regulations. We will update this page as we learn more.
- monitoring May 13, 2024, 06:07 PM UTC
SMS deliverability has stabilized in Canada, and in the U.S. it appears most of the deliverability issues we continue to face are largely due to T-Mobile blocking about ~25% of our SMS messages on their network. We are continuing to lobby our SMS provider for help in unblocking the messages with the carrier. Currently, switching to email notifications or migrating to our new SMS provider (standard messages only) are two options to increase deliverability. Email [email protected] if you are interested in either of the two options. Thank you for your patience.
- monitoring May 16, 2024, 10:29 PM UTC
Our SMS provider has informed us that T-Mobile has lifted the block and we should see gradual improvement in SMS deliverability with that carrier over the next few days. We will continue to monitor the situation and provide another update once we are confident this particular issue has been resolved.
- monitoring May 18, 2024, 08:59 PM UTC
SMS deliverability in the United States has improved significantly over the last few days, and we're currently operating at normal deliverability rates. We are continuing to monitor for any further issues.
- monitoring May 21, 2024, 05:55 PM UTC
SMS deliverability in the United States continues to improve daily. While most customers have experienced normal deliverability rates over the last few days, some are still reporting a 5-10% failure rate due to another issue that has arisen with T-Mobile. We are actively working with our SMS providers and that carrier to resolve the issue. In the meantime, we have several ongoing initiatives aimed at further increasing deliverability rates. Please contact [email protected] should you have questions or need assistance.
- monitoring May 27, 2024, 10:16 PM UTC
SMS deliverability has been stable for many days now with all systems fully functioning. Deliverability rates have returned to normal. Thank you for your patience, and thank you for working with us through this.
- resolved May 27, 2024, 10:18 PM UTC
SMS deliverability has been stable for many days now with all systems fully functioning. Deliverability rates have returned to normal. Thank you for your patience, and thank you for working with us through this.