Past Incidents

Beginning: 17.07.2023 – 11.00 PM

Ending: 18.07.2023 – 04.00 AM

Internal ref: DTCAB-4138

Impact: 5 minutes of disturbance

Dear customer, dear partner,

Please note that our technical team will perform an upgrade of BW server (Hosted Telephony). A maximum of 5 minutes of disturbance can be expected in the worst case.  

No intervention is needed from your side.

Best regards;

SEWAN Technical Team

Beginning: 07.07.2023 – 02.00 PM Ending : 07.07.2023 - 7.00 PM

Impact: it is no longer possible to order a new access link or new IP addresses

Dear customer, dear partner,

Since this afternoon, it's not longer possible to order a new access link or new IP addresses (error IPv4 subnet could not be created. The requested prefix is too large). The problem is identified and will be fixed soon.

Sorry for the inconvenience.

...............................

Best regards;

SEWAN technical team

Beginning: 06.07.2023 – 04.00 AM Ending : 06.07.2023 – 10.00 AM

Impact:

• customers unable to setup or receive calls
• customers having problems to setup mobile data connections
• also impact to send or receive SMS receive

Dear customer, dear partner,

  There’s a nationwide mobile network problem at the moment.

Problems detected and investigated since 04:00 on connectivity between mobile antenna and backbone mobile voice and internet servers. Impact on mobile voice, internet and SMS services for all customers (Proximus and MVNO) Technical investigation with different teams is ongoing.

sorry for the inconvenience.

...............................

Best regards;

SEWAN technical team

Beginning: 05.07.2023 – 08.30AM Endding 05.07.2023 - 10.00 AM

Impact : cut of active calls on some TRUNKFS platforms and Hosted Telephony

Dear customer, dear partner,

We're facing issues on our RTP servers since 8:30 this morning. Teams are working to identify root cause (2 servers impacted for now).

sorry for the inconvenience.

Best regards;

SEWAN technical team

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