Between 11:18 BST on 23rd September, and 15:13 BST on 24th September (yesterday), a routing problem meant that some SMS messages to recipients on the EE network were accepted by the network but would not have reached the recipient.
This routing problem was isolated to:
- Messages with a 'site short name' (in FLG terms), or the sender ID, as a mobile phone number. This is usually because the customer has reply text messaging set up with us, although a customer could use their own phone number in this field too. - Messages that were routed to the EE network. Other networks were not affected.
Due to the nature of the routing issue, the network did not notify us of the routing failure, and so messages weren't marked as 'failed'. We are now working to correct the status of all of these messages. If you have any lead actions set up with a trigger of 'Text Message Failed', they will trigger as we mark the messages properly. We will update this incident to confirm when this is complete.
This is a retrospective incident because the issue was resolved at 15:13 BST yesterday and all messages are now being delivered as expected.
Customers will not be charged for these messages. We will be in touch with individual customers to send a list of affected messages so action can be taken to re-send where necessary.
We're sorry if you were impacted by this fault, we recognise that the reliable delivery of your email and SMS messages is extremely important. We'll be reviewing this incident and taking steps where we can to make our systems more robust.
Posted Sep 25, 2019 - 13:20 BST
This incident affected: Email & SMS (Outbound SMS).