Increased E-Signature - SMS Failure(s)

Incident Report for NexusVC

Postmortem

Our upstream partners and carries experienced a standard regulatory compliance issue related to their SMS sending services. With changes from the FCC and FTC this is a standard compliance registration process which during this time has impacted their ability to send SMS messages.

We have successfully migrated their SMS messaging services to our account while they complete the necessary requirements which may take one to two weeks.

At this time all services are fully functional and restored.

Posted Aug 04, 2023 - 11:18 EDT

Resolved

This incident has been resolved.

Posted Aug 04, 2023 - 11:13 EDT

Monitoring

A fix has been implemented for the SMS E-signature. Please be sure to always attempt e-signature, then if the customer is not receiving the message - you may direct them to signmyplan.com and provide the one-time passcode that will be shown at the top left of the order view.

Posted Aug 04, 2023 - 11:08 EDT

Update

We are continuing to work on the e-signature request.

Posted Aug 04, 2023 - 10:33 EDT

Identified

The issue has been identified: With products related to ICD, their upstream service provides are currently having an issue with SMS carrier blocks. They have been working to get this resolved and we will keep you updated as we learn more.

Posted Aug 03, 2023 - 20:09 EDT

This incident affected: Twilio (Twilio SMS).