We have been notified that customers are experiencing issues with Multi-Network SIM cards.
Our engineers are investigating the issue.
SIM cards appear to be authorised on the mobile network but have some or no layer3 connectivity.
Further information will be updated in due course.
update 21:03#####
Engineers have confirmed a billing server issue has caused sessions connected to the telehouse north datacentre to drop.
SIM cards affected are automatically being routed to back up billing nodes and datacentres once a session is re-established.
If you are still experiencing issues please reboot your device to re authenticate on to the network.
We apologies for the issue.
Kind regards
IoTie Support
Reason for Outage — 5 March 2026
Incident Date: 5 March 2026
Service Impact: Interruption of mobile data sessions for customers connected via the Telehouse North datacentre
Duration: Approximately 1hr 20 minutes
Status: Resolved
Root Cause: Billing server failure in Telehouse North
Summary
On 5 March 2026, mobile customers served through our Telehouse North datacentre experienced disruption to ongoing mobile data sessions. The issue was caused by a failure within one of the core billing servers responsible for real‑time session validation and charging. As a result, active mobile sessions were unable to receive the necessary periodic authorisation updates, causing them to drop and subsequently requiring customers to re-establish data connections.
Detailed Description of Events
At approximately 8:15pm GMT, automated monitoring systems reported elevated error rates and failed Diameter transactions on the billing platform located in Telehouse North. This platform handles Online Charging System & interactions, ensuring that mobile data sessions are continuously validated and authorised.
A fault on a billing server node caused it to stop responding to session update requests. This led to:
Failure of ongoing session re-authorisation
Session timeouts for subscribers connected to this datacentre
Forced teardown of affected PDP/context or PDN sessions
Requirement for user devices to establish a new session to regain data connectivity
Other datacentres were unaffected, and voice/SMS services remained fully operational.
Technical teams were immediately engaged, and investigation confirmed that the billing server node had entered a degraded state due to a software bug resulting in a high CPU. A controlled restart of the affected node was performed, after which normal processing resumed.
Root Cause
A billing server failure within the Telehouse North OCS environment resulted in incomplete or failed re-authorisation requests for mobile data sessions. Because these periodic updates are mandatory under the mobile core’s charging architecture, the failure triggered the mobile core to terminate existing sessions, forcing devices to reconnect.
Service Impact
Customers with active data sessions routed via the billing server node in Telehouse North experienced dropped connections.
Reconnection was automatic in most cases but resulted in temporary loss of data connectivity.
No long-term data loss, security risk, or billing errors were identified.
Resolution Actions
The faulty billing server node was restarted and returned to full operational status.
Session authorisation traffic normalised and mobile sessions re-established automatically.
Post-incident analysis confirmed no residual instability.
Preventative Actions
We will be carrying out the following to ensure mitigation against this happening in the future.
Implementing additional health checks to detect early degradation in billing nodes.
Reviewing redundancy and failover behaviour to minimise future session-impacting failures.
Applying vendor-recommended updates to prevent recurrence of the identified fault condition.
Enhancing automated rerouting to ensure alternative billing nodes are used if one becomes unresponsive.
