SMS known issues and resources

This article will be updated as issues with SMS are identified, where possible updates will be published.

Problem

Turkey - Unable to deliver SMS

Jordan - Unable to deliver SMS (resolved)

Sprint - Multipart messages delivered out of order (resolved)

India - Messages are being delivered from 57575701 instead of "XMTTRS" (pending)

India - Some messages are not delivered to users in India, errors logged 810, 633 and 631 (resolved)

Environment

  • All versions of xMatters
  • SMS Notifications

Update

Turkey - Regulatory changes within Turkey have limited SMS delivery from international numbers.  xMatters is investigating potential solutions.  No ETA.

Jordan - Regulatory changes within Jordan have imposed a requirement that all numbers be registered with an alpha code. xMatters has requested an alpha code and is waiting for a response.

Update: April 20, 2020: One way SMS to Jordan is now enabled and functioning.

Sprint - Carrier is in the process of implementing support for encoding that allows for the reassembly of multipart messages. Work in progress.

Update: May 11, 2020: Multipart messages on Sprint network are now working as expected.

India - All messages are being delivered India as expected. xMatters is working with our provider to review SMS identification numbers in India. 

Update: May 14, 2020: Our SMS provider has confirmed a change mobile regulations in India. Carriers are no longer required to maintain the XMTTRS alpha originator.  XMTTRS may be replaced with a random number starting with "5". We are working with our provider to find a solution.

Update: May 25, 2020: In combination with our service provider and telecom regulators in India. xMatters has been granted an exception which will preserve the "XMTTRS" alpha originator.

India - The errors are originating from local mobile carriers in India. xMatters is working with our service providers to resolve.

Update: June 3, 2020: The issue has been resolved, the resolution removed the ability to maintain the "XMTTRS" alpha code, we're reviewing with our provider.

Resources

SMS Numbers Used by xMatters

xMatters SMS Reference Guide

Mobile Clients vs SMS - Why SMS STINKS

 

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