Resolved -
This incident has been resolved.
Dec 8, 11:33 GMT
Monitoring -
Devices continue to be recovered without the need for a replacement device in most cases. We are in active conversations with all affected parties about recovering the remaining devices, with plans to restore most devices in the short-medium term.
Given this, we will now be closing down this incident and working directly with all affected remaining users for the final remaining devices.
Dec 8, 11:12 GMT
Update -
At this time, we do not have any further updates regarding the recovery of affected devices. We are continuing to replace impacted units as quickly as possible and appreciate your patience as we work together to resolve the remaining issues.
We apologise once again for any inconvenience this has caused.
We will now be moving to a weekly update on this incident as the number of affected devices begins to reduce and new devices are installed, unless there is any relevant news to share between updates.
Nov 9, 22:36 GMT
Update -
At this time, we do not have any further updates regarding the recovery of affected devices. We are continuing to replace impacted units as quickly as possible and appreciate your patience as we work together to resolve the remaining issues.
We apologise once again for any inconvenience this has caused.
Nov 6, 15:18 GMT
Update -
We are continuing to replace affected devices that are not self recovering as quickly as possible, and work with customers to minimize disruption during this busy period. We ask for your patience whilst we work with you to resolve these remaining issues, and apologise again for the inconvenience caused.
Nov 5, 14:03 GMT
Update -
We are continuing to reach out to affected customers to arrange replacement devices as quickly as possible, and for some affected devices we also hope to have a wireless software solution which won't require a new device to be installed, but will require an engineer to attend from early next week, trailer and engineer availability allowing.
Nov 4, 12:48 GMT
Update -
We are continuing the deployment of software updates to prevent future issues from occurring, and are seeing some devices come back online following the weekend. For devices that aren't self-recovering, we are working directly with affected customers to arrange device replacements as quickly as possible. We apologise for any continued inconvenience caused.
Nov 3, 13:15 GMT
Identified -
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Oct 31, 13:23 GMT
Update -
We are continuing to contact affected customers and arrange tracker replacements on units that have not recovered themselves. We will continue to monitor devices over the weekend and ensure all are updated as required automatically to prevent future issues.
Oct 31, 13:23 GMT
Update -
We have now had confirmation that network is fully back online and a number of devices have not correctly recovered. We are now updating unaffected devices to correctly handle future network changes. We believe some affected devices will self-recover in the next few days, but for those that aren't, we will be contacting affected customers this week to arrange urgent device replacements as required. We apologise for any inconvenience caused.
Oct 30, 11:11 GMT
Update -
We have now received confirmation that the o2 network has been restored over the weekend, but we are continuing to see device registration issues. We are working with our provider to resolve this as quickly as possible.
Oct 27, 09:31 GMT
Update -
We have been provided a further update by our network provider that the removal of the o2 2g network has caused further issues, and they are currently restoring the temporarily to resolve these problems. We are awaiting further feedback from them, and will share updates as soon as we have them available. We again apologise for any inconvenience caused.
Oct 25, 09:31 BST
Update -
We believe the issue is caused by devices not switching away correctly from o2 following the ongoing 2g network shutdown. We are currently updating network configurations on some devices, and are awaiting confirmation this correctly resolves the issue before deploying to all devices facing this issue.
We again apologise for any inconvenience caused.
Oct 23, 18:20 BST
Investigating -
We are currently investigating an issue with a small number of older telematics devices not tracking correctly. We are in communication with our network provider and aim to have an update shortly. We apologise for any inconvenience caused.
Oct 23, 14:02 BST
