Upstream onboarding of new connectivity provider
Update - Phase 3 of our new connectivity provider roll out is now complete with 60+ countries moved over with reduced pricing.

Phase 4 begins next week with some more rate changes along with a small number of new destinations being rerouted. An updated rate sheet outlining all changes will be sent this week so keep an eye out for this email.

Thank you for your support throughout this exciting launch. Please continue to share your feedback with our Customer Success and Support teams.
Jun 18, 2025 - 15:50 UTC
Update - Phase 3 destinations have now been successfully moved to the new connectivity provider, taking the total number of destinations rerouted to 61.

Effective June 2 2025, we’re bringing you some exciting new rates across these destinations. You should have received an updated rate sheet by email today, please refer to this or login to the portal for the most up to date pricing and network information.

Thank you for your patience throughout the transition. Please continue to share your feedback with our Customer Success and Support teams.
May 30, 2025 - 14:59 UTC
Update - Phase 2 of our move to the new connectivity provider has been a success, with 40 additional destinations now rerouted.

Phase 3 will go ahead today as planned and will include 13 destinations.

Phase 3 - May 27 2025

Bangladesh
Bolivia
Costa Rica
El Salvador
Guatemala
Honduras
Liechtenstein
Nicaragua
Pakistan
Panama
Paraguay
Tunisia
Vietnam

Please refer to your rate sheet for the most up to date network information and continue to share your feedback with our Customer Success and Support teams.
May 27, 2025 - 12:16 UTC
Update - Following a release yesterday with further successful testing we are removing the previous advice to limit SMS notifications to GSM-7 characters. The full range of character sets, including emojis, can now be sent in SMS notifications.

Thank you to partners who continue to share feedback, if you have any questions or need help, please reach out to Support in the usual way.
May 21, 2025 - 15:18 UTC
Update - We continue to see successful data traffic across all Phase 1 and now Phase 2 destinations.

Following investigations into the issue affecting extended character sets outside of GSM-7 in SMS messages, we expect the new connectivity provider to implement a fix for this on Monday May 19.

We also rolled out a hot fix yesterday for the issue affecting some bundle usage notifications and following a period of monitoring, we believe this is now resolved.

Thank you to those partners that have shared their feedback already, if you have any questions or need help, please reach out to Support in the usual way.
May 16, 2025 - 14:29 UTC
Update - Phase 2 of the move to our new connectivity provider will go ahead today. Here is a reminder of the next group of destinations that will be rerouted.

Phase 2 - May 15 2025

Aaland Islands
Australia
Austria
Bahrain
Belgium
Bulgaria
Canada
Canary Islands
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Gibraltar
Guernsey
Hungary
Iceland
Ireland
Israel
Italy
Jersey
Latvia
Lithuania
Luxembourg
New Zealand
Norway
Oman
Poland
Romania
Slovakia
Slovenia
Spain
Sweden
Switzerland
United Arab Emirates
United States of America
Vatican City

Please refer to your rate sheet for the most up to date network information and continue to share feedback with your Customer Success Manager.

If you have any questions or need help please reach out to Support in the usual way.
May 15, 2025 - 10:15 UTC
Update - While we continue to see significant usage across the phase 1 countries we are actively investigating two new issues. As such we have taken the decision to delay phase 2 as we continue to monitor as outlined below:

-We have identified an issue that means extended character sets outside of GSM-7 (e.g. emojis and non-Latin characters) are not currently supported in SMS messages sent via the API and Portal. Messages that include characters which are not GSM-7 will fail.
-We are also actively investigating an issue affecting some bundle usage notifications

Our team is implementing fixes and we will provide updated timelines this week. In the meantime we advise partners to avoid using anything other than Latin (GSM-7) characters wherever possible.

Please continue to share feedback with your Customer Success Manager and if you have any questions or need help please reach out to Support in the usual way.
May 13, 2025 - 14:10 UTC
Update - Following the successful first phase of our move to the new connectivity provider, phase 2 will start on May 13 2025. Below is the next group of destinations that will be rerouted.

Phase 2 - May 13 2025

Aaland Islands
Australia
Austria
Bahrain
Belgium
Bulgaria
Canada
Canary Islands
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Gibraltar
Guernsey
Hungary
Iceland
Ireland
Israel
Italy
Jersey
Latvia
Lithuania
Luxembourg
New Zealand
Norway
Oman
Poland
Romania
Slovakia
Slovenia
South Africa
Spain
Sweden
Switzerland
UAE
United States of America
Vatican City

Please refer to your rate sheet for the most up to date network information.

Phase 3 will commence following successful completion of phase 2.
May 09, 2025 - 15:58 UTC
Update - Phase 1 destinations have now been routed to the new connectivity provider and our data shows connectivity is working well.

We identified an issue with SMS encoding which we rolled out a hot fix for at 14:16 UTC. However this had some unforeseen side effects and was rolled back at 14:59 UTC.

All failed orders during this period were fixed by 16:40 UTC and we will continue to monitor and resolve the issues with SMS encoding with the new upstream provider with a further update planned for tomorrow.

Thank you to those partners that have shared their feedback so far. Please continue to share feedback with your Customer Success Manager or raise any issues with Support as normal.
May 06, 2025 - 18:30 UTC
Monitoring - Further to the email sent today about the introduction of our new connectivity provider, please see details below of which destinations will be rolled out and when.

We will be sharing regular updates here over the course of the next two months as we move more of our coverage over so please ensure you are subscribed to updates.

Phase 1 - May 6 2025

Saudi Arabia
Netherlands
Portugal
Greece
Thailand
Colombia
Morocco
Egypt
Hajj Bundle (Saudi Arabia and United Arab Emirates)

Phase 2 will commence following successful completion of phase 1.
May 02, 2025 - 14:34 UTC
Uptime over the past 90 days. View historical uptime.
API Operational
90 days ago
99.96 % uptime
Today
Managment Portal Operational
90 days ago
100.0 % uptime
Today
Network Operational
90 days ago
100.0 % uptime
Today
eSIM Installations Operational
90 days ago
100.0 % uptime
Today
eSIM Connectivity Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Jul 14, 2025

No incidents reported today.

Jul 13, 2025

No incidents reported.

Jul 12, 2025

No incidents reported.

Jul 11, 2025

No incidents reported.

Jul 10, 2025

No incidents reported.

Jul 9, 2025
Upstream Maintenance
Completed - The scheduled maintenance has been completed.
Jul 9, 13:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 9, 11:00 UTC
Scheduled - Dear Partners,
We will be introducing enhancements and performance improvements to the Upstream API.
There is no expected impact or downtime during this window, and all operations are expected to work as normal.
Please note there will be no requirement for you to alter your integrations before, during or after this change.
Jul 8, 07:23 UTC
Jul 8, 2025
Service and speed issues across multiple destinations
Resolved - A carefully managed programme has successfully re-routed traffic back to Profile 1, which is operating as expected.
We appreciate your patience and partnership during this time and invite you to share any feedback with our Support and Customer Success teams, who remain always on hand to serve your requirements.
Jul 8, 07:01 UTC
Update - Following a period of testing and monitoring, we are pleased to confirm that the issues with service and speed have been resolved and we have started the phased process of re-routing traffic back to Profile 1.

Before any traffic is moved, you will receive an email confirming the date and time the change will be made.

This incident will remain open until all traffic has been re-routed which we expect to be completed early next week.

Thank you again for your patience, if you have any questions or feedback, please do not hesitate to reach out to the Support team or your Customer Success Manager in the usual way.
Jun 27, 15:50 UTC
Update - Following a period of testing and monitoring, we are pleased to confirm that the issues with service and speed have been resolved and we have started the phased process of re-routing traffic back to Profile 1.

Before any traffic is moved, you will receive an email confirming the date and time the change will be made.

This incident will remain open until all traffic has been re-routed which we expect to be completed early next week.

Thank you again for your patience, if you have any questions or feedback, please do not hesitate to reach out to the Support team or your Customer Success Manager in the usual way.
Jun 25, 15:50 UTC
Update - Deployment of the final fix was completed by our connectivity provider last night.

Initial tests are showing the fix has worked and field testing with select partners is ongoing.

Newly sold eSIMs are still being routed to the alternative provider. Once we have completed comprehensive testing, we will start the phased process of notifying partners and moving traffic back to a stable Profile 1.
Jun 25, 10:44 UTC
Monitoring - Over the weekend, our team and connectivity provider identified the root causes for the issues with Profile 1 (ICCID prefix 89444).

Our provider deployed two fixes over the weekend, with a final fix planned for deployment overnight tonight after further testing. Initial results show significant improvements in stability and performance. The final fix targets issues when customers move between network towers and cell sites.

We will not re-route any traffic until all fixes are deployed and a period of extended internal and partner testing and monitoring is completed. This is to ensure connectivity, coverage, and speeds meet expectations.

Until then, connectivity will continue to be routed to the alternative profiles with no impact on your rates and billing. We aim to move traffic back to Profile 1 by the end of June.

We will provide a further update tomorrow morning following deployment of the final fix. In the meantime, please continue to share feedback in the usual way.
Jun 23, 15:21 UTC
Update - The team continues investigating issues with Profile 1 over the weekend.

As per yesterday's update, most countries have been re-routed to new network providers, and we see successful orders and traffic.
We are monitoring the situation closely and have an extended team working over the weekend. Please continue to log tickets and faults as usual.

Partial refunds
If you have issued a replacement eSIM on a started bundle, please record the ICCIDs and share them with us to review and complete partial refunds early next week.
Jun 21, 08:12 UTC
Update - Despite further network changes to Profile 1 (ICCID Prefix 89444), we still see some speed and connectivity issues.

The countries listed below have now been rerouted to an alternative provider. An email with additional information and details has been sent to all partners.

There is no change to your pricing. Your rates remain exactly as agreed.

New eSIMs
Will automatically be provisioned on the alternative IMSI profile. You do not need to take any action, and there is no change to your rates or cost.

Top-Ups to existing eSIMs
Please issue a new eSIM if a customer requires a new top-up - the API will automatically offer a new eSIM from the alternative IMSI profile if a top-up is requested

Existing eSIMs sold and live with customers
We expect to recover as we make further changes. If customers report issues, please advise them to toggle aeroplane mode. If the problem persists, issue a new eSIM and log the case with Travelroam Support for tracking.

Partial refunds
Where you have issued a replacement eSIM on a started bundle, please keep a record of the ICCIDs and share with us to review and complete partial refunds early next week.

Our engineers, suppliers, and vendors will continue to work around the clock, including through the weekend, with updates to follow.

Aaland Islands
Australia
Austria
Bangladesh
Belgium
Bulgaria
Canada
Canary Islands
Colombia
Costa Rica
Croatia
Czech Republic
Denmark
Egypt
El Salvador
Estonia
Europe Lite
Finland
France
Germany
Gibraltar
Greece
Guernsey
Hawaii
Hungary
Iceland
Ireland
Israel
Italy
Jersey
Latvia
Liechtenstein
Lithuania
Luxembourg
Malta
Morocco
Netherlands
Norway
Oman
Pakistan
Poland
Portugal
Romania
Saudi Arabia
Slovakia
Slovenia
Spain
Sweden
Switzerland
Thailand
Tunisia
United Arab Emirates
United States of America
Vatican City
VietNam
Jun 20, 19:48 UTC
Update - Service and speed issues are ongoing and we are continuing to investigate these in collaboration with our connectivity provider.

Our connectivity provider has made some network changes and we are currently testing and monitoring traffic following these.

While we continue to work towards a resolution, we are implementing contingency measures to reroute affected destinations to alternate providers in order to minimise the impact over the weekend. An email with further details will follow.
Jun 20, 13:35 UTC
Investigating - We are receiving reports of intermittent service and speed issues on eSIMs with ICCID prefix 89444.

We are working closely with our new connectivity provider to investigate this and implement a contingency plan to minimise impact over the weekend. We will provide a further update later today.

Thank you for all of the examples already shared, these have been used with our new connectivity provider to escalate the investigation.
Jun 20, 10:59 UTC
Jul 7, 2025

No incidents reported.

Jul 6, 2025

No incidents reported.

Jul 5, 2025

No incidents reported.

Jul 4, 2025

No incidents reported.

Jul 3, 2025

No incidents reported.

Jul 2, 2025

No incidents reported.

Jul 1, 2025

No incidents reported.

Jun 30, 2025

No incidents reported.

← Incident History Powered by Atlassian Statuspage