Saturday 1st July 2023

Mobile service [SEWAN] Unexpected disturbances - 01/07/2023

UPDATE 05.07.2023


On 1st of July 2023, we received notifications regarding issues with mobile lines locked regarding DATA usage.

We sent our fist ticket to Proximus at 1.30 PM on Saturday 1st of July 2023. (Ticket CS10876073)

On the same day, at 6.00 PM, Proximus acknowledge the issue and brought the ticket to Priority 1.

 

On 2nd of July 2023 (Sunday), Proximus confirmed that issue was located at their provisioning platform, and raised a ticket to their supplier (Parateum)

 

On 3rd of July 2023 at 6.30 PM, Proximus confirmed the fix. At 7.38 PM we overrule their statement, asking for keeping the ticket open.

 

On 4th of July 2023 at 8.03 AM, Proximus wrote :

We know there was an issue with the files on July 1st. We are still analysing root cause.

I hope to come back with an answer as soon as possible.

We (Proximus and Pareteum) can’t find back the files of July 1st in our TOW tables. In order to proceed, can you still access them on your side and re-process them?

For confirmation: today, file processing is working as should.

 

On 4th of July 2023 at 12.00 AM, Proximus wrote :

Root cause has been found and corrective configurations have been done at Pareteum.

I’m relaunching your files from 01/07 again, to be sure they are correctly executed.

From what I can see, order are correctly passing through.

Close monitoring in progress.

I will send RCA once clean-ups are completed and after care is stabilized.

 

On the same day, multiple exchanges were needed to confirm that all remaining lines were unlocked; We estimate the last one to have been unlocked at 3.30PM

Since the first complaints on 1st of July, all lines notified as faulty toward tickets were unlocked manually.


Beginning: 01.07.2023 00.00 AM

Ending: 04.07.2023 3.30 PM

Impact: Sophia not updated, limit not reset

 

Dear customer, dear partner,

  Since the 1st of the month, we're having a problem synchronizing Sophia on the Mobile part.

  • New orders will be delayed
  • Orders in progress are not updated
  • Customers who have reached their DATA and/or SMS limit in June will not be unlocked.

We apologize for the inconvenience.

 

Best regards;

SEWAN technical team