SMS known issues and resources – xMatters Support

Worldwide commercial SMS has been undergoing transformations and regulation changes in several regions.

Problem

This article covers known and confirmed message delivery or response problems reported to xMatters Customer Support.

We suggest caution when using SMS as a sole primary contact method for critical notifications. Please consider pairing SMS with other contact methods such as the xMatters Mobile App, telephone, or email.

Environment

All versions of xMatters
SMS Notifications

Update

Country	Number	Notes and Updates
Japan	85296657358	Update -> 2-Way Service best practices - click here Some customers report inconsistent delivery for some carriers in Japan. We are continuing to troubleshoot. We are aware of the following carrier-specific limitations. KDDI is limited to 140 characters (latin) or 70 characters (unicode) Softbank is limited to 664 characters (latin) or 332 characters (unicode) NTT Docomo/Rakuten is limited to 660 characters (both latin and unicode) For more information on unicode click here. Testing: We have provisioned the following numbers and have begun testing: Softbank: 241289 NTTdocomo/Rakuten: 08014093051 KDDI：0009310026 Delivery Failures Regulatory changes have impacted SMS message delivery to Japan. xMatters is working with Service Providers to address delivery challenges.
France	33755531236	Testing: We are in the process of testing a new number. Delivery Failures Regulatory changes have impacted SMS message delivery to France. xMatters is working with Service Providers to address delivery challenges.
Mexico	+529993190005	1-Way Service Regulatory changes have impacted SMS message delivery to Mexico. SMS messages are being delivered, however, responses may not be reaching xMatters. We are working with Service Providers on a resolution.
Philippines	639221100125	Update: For best results, we suggest following the best practices listed in this document, specific to the use of characters outside of SMS default character set. Update: Users on this Globe Telecom may not be able to respond directly to SMS notifications. The suggested workaround is to respond to +639221100125. xMatters Support is actively working with providers to address this issue. 1-Way Service Some carriers do not accept special characters, this is causing delivery failures. We are working with Service Providers on a resolution.
Vietnam	84563292587	1-Way Service Intermittent: We're investigating reports of problems replying to SMS messages
Brazil	29562	1-Way Service Intermittent: We're working with our service provider to resolve problems with message responses