SMS known issues and resources

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:

Some customers report inconsistent delivery for some carriers in Japan.  We are continuing to troubleshoot.

 

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:

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

 

Resources

SMS Numbers Used by xMatters

xMatters SMS Reference Guide

Mobile Clients vs SMS - Why SMS STINKS

 

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