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TK373 tracking disruption

Posted: Fri May 11, 2018 8:30 am
by ATSupport
Our SIM card provider for TK373 has informed us some intermittent network degradation this morning caused over their network migration last night.

"An unexpected traffic spike, due to the amount of device connections to our network resulted in restricting new connections. Existing connections already in place should not have been affected. Our team kept monitoring and the traffic has been back to normal since then. Additional resilience has been put in place in order to avoid similar situations in the future."

Some of our users have reported lost tracking this morning. Please let us know and follow this thread for updates.

We are working with our SIM provider for the a quick resolution thank you for your patience.

[UPDATE 10:03 EDT]
The issue has been identified as not related to the migration last night. This is a AT&T wireless network outage in some regions. Quoted from the SIM provider:
"We have just send out a mailer as we observed some intermittent issues on the AT&T network in the US. This is not related to the migration but an issue an AT&T side. We are looking for a fast resolution and will update you as soon as possible."

Based on our user reports, looks like the outage is mostly at east coast (FL, NY) and TX. No west coast users reported tracking problems yet (or simply because of the time zone difference west coast business hours not yet started).

[UPDATE 11:14 EDT]
From the SIM provider:
"...Devices appear unable to establish data sessions. Existing connections already in place should not have been affected...
The issue has been raised with the AT&T Network engineers who are working towards a solution. We apologize for any inconvenience caused. Updates will be provided as soon as they become available."


We also got users from CA reporting outage as well.

[UPDATE 11:47AM EDT]
Haven't got the official update from AT&T yet but devices are starting to come back online gradually. Will update once more update is available.

[UPDATE: 12:23PM EDT]
AT&T has confirmed the issue has been resolved. Trackers should come back online once the vehicle starts moving. If you still see tracking issues please contact us with your account info here:
https://secure.accutracking.com/contact.php

Thanks to everyone affected by this outage for the patience and understanding!

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 8:58 am
by Kidd
Tracking apparently lost this morning

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 9:00 am
by Kidd
Am Still without tracking. Anything I can do?

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 9:02 am
by JWaldman
we are without tracking this morning also

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 9:04 am
by Chuck
Also without tracking




Need it to work

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 9:11 am
by ATSupport
I sincerely apologize. Our SIM provider is working on mitigating the flush of the incoming traffic on their network. Meanwhile, if your device is offline, please let us know your account name by a ticket https://secure.accutracking.com/contact.php and we'll try to manually refresh your SIM card connection so your device can retry the connection.

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 9:30 am
by Avi
Without tracking here as well.

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 9:54 am
by ATSupport
Just got an update from the SIM network provider that the issues were narrowed down to the connection with AT&T wireless network and they are still working on it.
From our past experience this usually takes a few hours to fix. I'll update here and appreciate your patience.

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 10:00 am
by JoeKidd
Thanks for the prompt update...

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 10:03 am
by ATSupport
Another update: the issue has been identified as not related to the migration last night. This is an AT&T wireless network outage in some regions.

Based on our user reports, looks like the outage is mostly at east coast (FL, NY) and TX. No west coast users reported tracking problems yet (or simply because of the time zone difference west coast business hours not yet started).

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 10:25 am
by Mickey
Any Idea how much longer this will be?
Will there be any compensation for the users?

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 10:34 am
by Jonnb33
No service, my service is not working when will it be returned will my service be returned today and what time will it be returned

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 10:41 am
by ATSupport
We didn't get an ETA from the network provider but from our experience it usually takes a few hours once the issue is identified.
Here's last outage from 2017 that lasted for about 4~12 hours depending on the regions: viewtopic.php?f=2&t=2269

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 10:44 am
by bmwlaser
No tracking can I get a full refund.

Re: TK373 tracking Interruption

Posted: Fri May 11, 2018 10:53 am
by ATSupport
bmwlaser wrote:
Fri May 11, 2018 10:44 am
No tracking can I get a full refund.
I apologize again - please contact us https://secure.accutracking.com/contact.php
Lost service hours/days caused by network outage can be credited to the account as service.

We are working with the network provider to get the service back as our top priority and thank you for your patience and understanding.