Spruce Health incident
Delayed SMS delivery to AT&T phone numbers
Spruce Health experienced a minor incident on October 19, 2022 affecting SMS Routing, lasting 5h 18m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Oct 19, 2022, 09:08 PM UTC
Our underlying telecommunications infrastructure provider is experiencing SMS delivery delays when when sending messages to AT&T phone numbers. The message may appear as sent in your Spruce application, but may take minutes to get to the recipient. This incident with our underlying provider is also impacting verification code delivery over SMS. So if a patient or provider tries to create an account or log in, and their cell phone number is with AT&T, they may not get the verification code for minutes. In this case, it is likely best for the user to try the "Call me with code" option accessible on all platforms. We are actively monitoring this incident and will post an update as soon as we have one.
- monitoring Oct 20, 2022, 12:10 AM UTC
Our telecom partner just posted an update saying that they continue to experience messaging sending delays and they are working closely with their partner to resolve the issue. They will post an update soon, likely in the next 6-8 hours on this matter.
- resolved Oct 20, 2022, 09:12 PM UTC
Our telecom partner updated us last evening around 7:27pm (October 19) that the issue was resolved on their end and they were no longer seeing delays in sending SMS to AT&T.