Global Roaming Services Resolved

The recent service disruption impacting global roamers has been fully resolved. All key performance indicators are in line with normal expectations.

As we previously shared, the root cause stemmed from misconfiguration errors at a peering partner outside of our network. It was not the result of a cyber attack.

As a result of this root cause, the global network became flooded with error messages causing a near infinite loop called a “signaling storm.” This necessitated a blocking of a very limited number of peering partners who were producing excessive error loops and an upgrade of network capacity. We have now ensured safe performance and brought all peering partners back onto the network with full service restored.

Roamers are now able to make calls, send text messages, and use mobile applications without issue. We understand the significant inconvenience caused by this service disruption and sincerely apologize to those impacted. We will work closely with our partners to prevent future disruptions. Whether traveling on vacation, studying abroad, working remotely, or otherwise, people deserve uninterrupted connectivity while roaming. Syniverse is committed to delivering a seamless experience for anyone traveling across regions and networks through our partners and customers in the industry.

Our teams, along with our partners, demonstrated exceptional collaboration and commitment to resolving this critical and complex issue. This incident necessitated and involved a global team of participants and experts, across companies and countries, to come together and work together without concern for individual goals but rather overall ecosystem restoration and roamer experience, regardless of location or provider. This recovery effort was truly unprecedented and has not only restored service but will serve to strengthen the overall ecosystem within our industry for years to come. We’d like to thank everyone who dropped everything and lent their full participation and engagement to this effort.

Moving forward, we are taking concrete steps to prevent such incidents from recurring. We are conducting a thorough review of our systems and processes, working in conjunction with our partners, and we are implementing enhanced measures to ensure the highest level of reliability and service continuity.

We will continue to share information to update the industry and public on what occurred, as well as how Syniverse and the telecom industry will prevent further disruptions.

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