Pelion Connectivity Management Status

Current Status.

All Systems Operational

Uptime over the past 90 days. View historical uptime.

Pelion Private APN Operational

90 days ago

100.0 % uptime

Today

Infrastructure Operational

90 days ago

100.0 % uptime

Today

Austin Datacentre Operational

90 days ago

100.0 % uptime

Today

Edinburgh Datacentre Operational

90 days ago

100.0 % uptime

Today

London Datacentre Operational

90 days ago

100.0 % uptime

Today

Manchester Datacentre Operational

90 days ago

100.0 % uptime

Today

Miami Datacentre Operational

90 days ago

100.0 % uptime

Today

RADIUS Operational

90 days ago

100.0 % uptime

Today

VPN Technology Operational

90 days ago

100.0 % uptime

Today

DINA Operational

90 days ago

100.0 % uptime

Today

London IPSecs Operational

90 days ago

100.0 % uptime

Today

Manchester IPSecs Operational

90 days ago

100.0 % uptime

Today

OpenVPN Operational

90 days ago

100.0 % uptime

Today

OpenVPN US Operational

Austin IPsec's Operational

90 days ago

100.0 % uptime

Today

Miami IPsec's Operational

90 days ago

100.0 % uptime

Today

Mobile Operators Operational

90 days ago

99.98 % uptime

Today

Pelion Global Roaming Operational

90 days ago

100.0 % uptime

Today

EE Operational

90 days ago

100.0 % uptime

Today

O2 Operational

90 days ago

100.0 % uptime

Today

Tele2 Operational

90 days ago

99.83 % uptime

Today

Telefonica Global Operational

90 days ago

100.0 % uptime

Today

Three IRE Operational

90 days ago

100.0 % uptime

Today

Three UK Operational

90 days ago

100.0 % uptime

Today

Vodafone Operational

90 days ago

100.0 % uptime

Today

Vodafone Global Operational

90 days ago

100.0 % uptime

Today

Iridium Operational

90 days ago

100.0 % uptime

Today

Telus Operational

90 days ago

100.0 % uptime

Today

Vodafone NB-IoT (LPWAN) Operational

90 days ago

100.0 % uptime

Today

Services Operational

90 days ago

99.9 % uptime

Today

Customer Phone line Operational

90 days ago

100.0 % uptime

Today

Internal Support Systems Operational

90 days ago

100.0 % uptime

Today

Statuspage Operational

90 days ago

100.0 % uptime

Today

Support Ticketing Operational

90 days ago

99.6 % uptime

Today

Pelion Operational

90 days ago

99.71 % uptime

Today

Analytics Operational

90 days ago

100.0 % uptime

Today

API Operational

90 days ago

100.0 % uptime

Today

Automation Engine Operational

90 days ago

100.0 % uptime

Today

Help.iot-x.com Operational

90 days ago

97.44 % uptime

Today

LoRa Operational

90 days ago

100.0 % uptime

Today

Pelion Platform Operational

90 days ago

100.0 % uptime

Today

Remote SIM Provisioning Operational

90 days ago

100.0 % uptime

Today

SMS Gateway Operational

90 days ago

100.0 % uptime

Today

Pelion US Platform Operational

90 days ago

100.0 % uptime

Today

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Jul 1, 2022

Pelion // Tele 2 // Subscriber Authentication // Degraded performance

Resolved - Following a period of monitoring, this incident has been resolved.

Update:
Pelion support teams have worked with the partner vendor and have identified the issue and have applied a workaround for impacted devices.

The impact to Tele 2 subscribers should now be mitigated, following implemeting the workaround.

If you believe your device is still impacted then please raise a ticket to the Pelion Support team via the normal channels.

Thank you for your patience and we apologise for any inconvenience.
Jul 1, 16:45 BST

Monitoring - Status: Resolved under Monitoring

Service Impacted: Tele 2

Priority: Medium

Pelion Environment Area(s) Affected: UK/EU

Summary:
Pelion Support teams have identified from monitoring that following Tele 2's planned maintenance in the early hours of 30/06/2022 https://connectivity-status.pelion.com/incidents/knhq4m6kp7r8 that some Tele 2 subscribers may be facing some difficulties when authenticating to the network.

Update:
Pelion support teams have worked with the partner vendor and have identified the issue and have applied a workaround for impacted devices.

The impact to Tele 2 subscribers should now be mitigated, following implemeting the workaround.

We will continue to monitor this issue and if there are further subscribers that are impacted we will pro-actively apply the workaround, however any further impact to Tele 2 subscribers should be low

If you believe your device is still impacted then please raise a ticket to the Pelion Support team via the normal channels.

We apologise for any inconvenience.
Jul 1, 10:18 BST

Identified - Status: Identified

Service Impacted: Tele 2

Priority: Medium

Pelion Environment Area(s) Affected: UK/EU

Summary:
Pelion Support teams have identified from monitoring that following Tele 2's planned maintenance in the early hours of this morning https://connectivity-status.pelion.com/incidents/knhq4m6kp7r8 that some Tele 2 subscribers may be facing some difficulties when authenticating to the network.

Update:
Pelion support teams have worked with the partner vendor and have identified the issue and are applying a workaround for impacted devices.

The impact to Tele 2 subscribers should now be low, following implemeting the workaround.

We will provide the next update to this issue within the next 24 hours.

If you believe your device is still impacted then please raise a ticket to the Pelion Support team via the normal channels.

We apologise for any inconvenience.
Jun 30, 15:58 BST

Investigating - Status: Investigating Incident

Service Impacted: Tele 2

Priority: Medium

Pelion Environment Area(s) Affected: UK/EU

Summary:
Pelion Support teams have identified from monitoring that following from Tele 2's planned maintenance in the early hours of this morning https://connectivity-status.pelion.com/incidents/knhq4m6kp7r8 that some Tele 2 subscribers may be facing some difficulties when authenticating to the network.

Status:
Pelion support teams are investigating and have engaged our partner vendor support teams.

Pelion support teams are assessing the full impact to services.

We apologise for any inconvenience.
Jun 30, 11:11 BST

Retirement of T-Mobile 3G Services in North America

Completed - The scheduled maintenance has been completed.
Jul 1, 00:01 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 30, 12:00 BST

Scheduled - Please be advised that T-Mobile are retiring their 3G(UMTS) network on 1st July 2022. This will only affect our customers who roam onto T-Mobile’s 3G service in North America via our Pelion Global Roaming and Telus services. As T-Mobile work to transform their network coverage to provide 5G services, normal service will continue via 4G coverage, where available.

If you have any further questions regarding this notice, please reach out to your Account Manager or our Technical Support Team.

The Pelion Team
May 13, 14:25 BST

Jun 30, 2022

Notification of planned works - Tele 2

Completed - The scheduled maintenance has been completed.
Jun 30, 03:00 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 30, 02:00 BST

Scheduled - We will be carrying out essential maintenance on 30/06/2022 between 02:00 and 03:00.

During this time Tele 2 will be conducting essential maintenance on one of their network integration points with Pelion.
Subscribers may see some disconnect/reconnects to the network within the change window.

Start Date and time: 30/06/2022 02:00

End Date and time: 30/06/2022 03:00

Services affected: Tele 2. Subscribers may see some disconnect/reconnects to the network within the change window.

Customer action required: No customer action is required, however if devices fail to re-connect, a power cycle of the device may be required.
Jun 27, 14:19 BST

Jun 29, 2022

Notification of planned works - Radius UK

Completed - The scheduled maintenance has been completed.
Jun 29, 21:00 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 29, 18:00 BST

Scheduled - We will be carrying out essential maintenance on 29/06/2022 between 18:00 and 21:00.

During this time we will be upgrading our Radius hosts to the latest version.

Location: UK

Start Date and time: 29/06/2022 18:00 BST

End Date and time: 29/06/2022 21:00 BST

Services affected: Radius UK

Customer action required: No customer action is required as no impact is expected.
Jun 27, 13:57 BST

Pelion Email Support Tracking

Resolved - Pelion Support teams have resolved the issue where support emails to pcm-support@pelion.com were not being received.

All emails are now being received and any outstanding replies are being sent to customers in the order they were received.
This may take some time to work through, however if customers have not received replies to emails within the next 24 hours, please call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

We apologise for any inconveniece caused and thank you for your patience.
Jun 29, 16:46 BST

Identified - We have identified the issue where support emails to pcm-support@pelion.com were not being received.

Until we resolve this matter, customers are requested to contact the Pelion Support team via the

Support Portal: https://support.pelion.com/

or

Call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

Update:
emails to pcm-support@pelion.com can now be received and a ticket will be logged for any incoming emails.
Unfortunately, replies cannot be sent to customers at present. Customers who do require immediate assistance with their case are requested to provide a contact phone number in their email and a member of our team will be in touch.

Otherwise, replies to emails will be delayed.

Our Support teams have engaged and are working with the relevant vendor partners to resolve the issue as quickly as possible.

We apologise for any inconvenience caused.
Jun 29, 14:33 BST

Update - We are currently looking into an issue where support emails to pcm-support@pelion.com are not being received.

Until we resolve this matter, customers are advised to contact the Pelion Support team via the

Support Portal: https://support.pelion.com/

or

Call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

Customers are advised not send emails to pcm-support@pelion.com as we cannot guarantee that emails will be received and actioned.
Jun 29, 11:28 BST

Investigating - We are currently looking into an issue where support emails to pcm-support@pelion.com are not being received. Till we resolve this matter, customers are advised to contact the Pelion Support team via the

Support Portal: support.pelion.com
or
Call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

We will send an update notification when this is resolved.
Jun 28, 17:21 BST

Notification of planned works - Radius US

Completed - The scheduled maintenance has been completed.
Jun 29, 12:01 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 29, 09:00 BST

Scheduled - We will be carrying out essential maintenance on 29/06/2022 between 09:00 and 12:00.

During this time we will be upgrading our Radius hosts to the latest version.

Location: US

Start Date and time: 29/06/2022 09:00 BST

End Date and time: 29/06/2022 12:00 BST

Services affected: Radius US

Customer action required: No customer action is required as no impact is expected.
Jun 27, 13:52 BST

Jun 28, 2022

Jun 27, 2022

No incidents reported.

Jun 26, 2022

No incidents reported.

Jun 25, 2022

No incidents reported.

Jun 24, 2022

No incidents reported.

Jun 23, 2022

EE // Mobile signal and mobile data services affected

Resolved - Status: Investigating Incident

Service Impacted: EE

Priority: Medium

Pelion Environment Area(s) Affected: UK

Incident Start Time: 22/06/2022 13:50pm
Incident Resolved Time: 23/06/2022 10:27am

Update: A power failure caused by a High Voltage Transformer tripping out resulted in a loss of 75% services out of one of our data centres.
The site was manually failed over to generators and remains on generator power until an assessment of why the High Voltage transformer tripped.

Traffic was throttled to ease the signalling issues that had been created with users trying to re-establish a connection to the network.

Service to customers was restored at 22:33 22/06/2022 but there is still a residual loss of resilience across a few platforms which will now be dealt with under a lower priority incident.

EE advise there will be no further communications for this incident.

Issue: We are aware that issues are being experienced with service across the EE mobile network with mobile signal and mobile data services affected.

Incident Summary:
We have been informed by EE of the loss of service affecting the mobile signal and mobile data services within the EE network. We are currently not aware of this impacting Pelion customers, however, if you believe you have been impacted by this, please raise a support ticket to Pelion and we can investigate for you.

Customers are advised to contact the Pelion Support team via the Support Portal: support.pelion.com
or call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

o Pelion Support
▪ Email us 24/7 at pcm-support@pelion.com

We apologise for any inconvenience.
Jun 23, 11:11 BST

Monitoring - Status: Investigating Incident

Service Impacted: EE

Priority: Medium

Pelion Environment Area(s) Affected: UK

Incident Start Time: 22/06/2022 13:50pm

Update: Unfortunately, EE advise this issue is ongoing. Several nodes are down and EE support teams are working hard to get a number of network links back up and performing as expected. We expect to have a more detailed update for you in our next communication at 10:30. If this information is received before 10:30, a communication will be sent before this time.

Issue: We are aware that issues are being experienced with service across the EE mobile network with mobile signal and mobile data services affected.

Current status is a degradation in 4G data where customers who are affected are falling back to 3G, this is gradually recovering. Customers have also experienced dropped calls, at its peak we could see 100k calls every 5 mins failing, this is now down to 7.5k every 5 mins.

Incident Summary:
We have been informed by EE of the loss of service affecting the mobile signal and mobile data services within the EE network. We are currently not aware of this impacting Pelion customers, however, if you believe you have been impacted by this, please raise a support ticket to Pelion and we can investigate for you.

Customers are advised to contact the Pelion Support team via the Support Portal: support.pelion.com
or call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

o Pelion Support
▪ Email us 24/7 at pcm-support@pelion.com

We are working closely with our supplier to assist in resolving this issue in a timely manner, we will keep you updated on this incident.

We apologise for any inconvenience.
Jun 23, 09:44 BST

Identified - Status: Investigating Incident

Service Impacted: EE

Priority: Medium

Pelion Environment Area(s) Affected: UK

Incident Start Time: 13:50, 22/06/2022

Update:
EE advise a power failure on site to one of their High Voltage transformers caused a 75% loss of service to the site. Their UPS should have taken over but also failed, the site was manually failed over to generators once the engineers arrived onsite.

Issue: We are aware that issues are being experienced with service across the EE mobile network with mobile signal and mobile data services affected.

Current status is a degradation in 4G data where customers who are affected are falling back to 3G, this is gradually recovering. Customers have also experienced dropped calls, at its peak we could see 100k calls every 5 mins failing, this is now down to 7.5k every 5 mins.

Incident Summary:
We have been informed by EE of the loss of service affecting the mobile signal and mobile data services within the EE network. We are currently not aware of this impacting Pelion customers, however, if you believe you have been impacted by this, please raise a support ticket to Pelion and we can investigate for you.

Customers are advised to contact the Pelion Support team via the Support Portal: support.pelion.com
or call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

o Pelion Support
▪ Email us 24/7 at pcm-support@pelion.com

We are working closely with our supplier to assist in resolving this issue in a timely manner, we will keep you updated on this incident.

We apologise for any inconvenience.
Jun 22, 17:37 BST

Investigating - Status: Investigating Incident

Service Impacted: EE

Priority: Medium

Pelion Environment Area(s) Affected: UK

Incident Start Time: 13:50, 22/06/2022

Incident Summary:
We have been informed by EE of the loss of service affecting the mobile signal and mobile data services within the EE network. We are currently not aware of this impacting Pelion customers, however, if you believe you have been impacted by this, please raise a support ticket to Pelion and we can investigate for you.

Customers are advised to contact the Pelion Support team via the Support Portal: support.pelion.com
or call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

o Pelion Support
▪ Email us 24/7 at pcm-support@pelion.com

We are working closely with our supplier to assist in resolving this issue in a timely manner, we will keep you updated on this incident.

We apologise for any inconvenience.
Jun 22, 14:57 BST

Jun 22, 2022

Notification of planned works - Manchester Datacentre

Completed - The scheduled maintenance has been completed.
Jun 22, 21:30 BST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 22, 17:30 BST

Scheduled - We will be carrying out essential maintenance on 22/06/2022 between 17:30 and 21:30.

During this time we will be performing upgrades to our internet circuit in the Manchester DC in order to increase capacity. We will also be taking the opportunity to perform some routine database maintenance to our Manchester VPNCs.

Location: Manchester DC

Start Date and time: 22/06/2022 17:30

End Date and time: 22/06/2022 21:30

Services affected: Subscribers of the operators listed below may experience a brief disconnect and reconnect of their data sessions within the change window.
Manchester IPsec customers will also see a disconnect and reconnect of their IPsec.

Customer action required: No customer action is required. However if subscribers fail to automatically reconnect then a power cycle/restart of the device may be required in the first instance.
Similiarly, if IPsec's do not automatically reconnect a restart of the IPsec connection may be required in the first instance. The Pelion Support team is available for any customer support following the change window, if this is required.
Jun 20, 14:17 BST

Pelion // Pelion Email Support Ticketing

Resolved - Status: Incident Update

Service Impacted: Pelion Email Support Ticketing

Priority: Medium

Pelion Environment Area(s) Affected: UK & US

Incident Start Time: 21/06/2022 09:34UTC

Incident Stop Time: 22/06/2022 12:00

Update: We would like to inform you that this issue has now been resolved and tickets are being received as normal now. If you experience any issues or tickets are not responded to in a timely manner, please call our support number for assistance. Thank you and apologies for any inconvenience this has caused.

Incident Summary:
Pelion Support teams have been advised by our ticketing supplier that Support tickets may not be delivered to our support teams when emailed to pcm-support@pelion.com

Update:
Pelion Support teams believe they have identified the problem and are working on a solution in conjunction with the supplier to fully resolve this issue. The next update will be within 24 hours or earlier if the resolution is implemented.

Customers are advised to contact the Pelion Support team via the Support Portal: support.pelion.com
or call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

We apologise for any inconvenience caused.
Jun 22, 12:06 BST

Identified - Status: Incident Update

Service Impacted: Pelion Email Support Ticketing

Priority: Medium

Pelion Environment Area(s) Affected: UK & US

Incident Start Time: 21/06/2022 09:34UTC

Next Update: Within 24 hours

We would like to inform you that we are currently investigating issues with the Pelion Email Support Ticketing system which may have an impact on customers being able to raise tickets through our support email address: pcm-support@pelion.com

Incident Summary:
Pelion Support teams have been advised by our ticketing supplier that Support tickets may not be delivered to our support teams when emailed to pcm-support@pelion.com

Update:
Pelion Support teams believe they have identified the problem and are working on a solution in conjunction with the supplier to fully resolve this issue. The next update will be within 24 hours or earlier if the resolution is implemented.

Customers are advised to contact the Pelion Support team via the Support Portal: support.pelion.com
or call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

We apologise for any inconvenience caused.
Jun 21, 15:42 BST

Investigating - Status: Investigating Incident

Service Impacted: Pelion Email Support Ticketing

Priority: Medium

Pelion Environment Area(s) Affected: UK & US

Incident Start Time: 21/06/2022 09:34UTC

We would like to inform you that we are currently investigating issues with the Pelion Email Support Ticketing system which may have an impact on customers being able to raise tickets through our support email address: pcm-support@pelion.com

Incident Summary:
Pelion Support teams have been advised by our supplier that Support tickets may not be delivered to our support teams when emailed to pcm-support@pelion.com

Customers are advised to contact the Pelion Support team via the Support Portal: support.pelion.com
or call us on the below contact phone numbers:

o United Kingdom
▪ Local: + 44 (0)844 800 8520
▪ Local: +44 (0)808 196 5001

▪ International: +44 141 483 7545

o United States of America
▪ Local: +1 855 755 0065
▪ International: +1 650 300 0065

We are currently invoking internal teams and working with our supplier to assist in resolving the issue.

We apologise for any inconvenience.
Jun 21, 10:50 BST

Jun 21, 2022

Jun 20, 2022

No incidents reported.

Jun 19, 2022

No incidents reported.

Jun 18, 2022

No incidents reported.

Jun 17, 2022

No incidents reported.

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