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Mobile Data Connectivity Degradation Incident Report

Incident date: 21 July 2026

Summary

Mobile data connectivity has been restored for the current device state. The issue affected some BMA V3 and BMA TLC V3 devices that registered on the mobile network but could not establish a mobile data connection under certain network conditions.

Impact

  • Affected devices are shown as offline in Control Center.
  • Monitoring and configuration are unavailable for offline devices.

No Impact

  • Communication between BMA TLC and BMC continues to operate normally.
  • Events are cached locally and will be delivered once connectivity is restored.

Timeline

  • 21 July 2026: First customer report received.
  • 22 July 2026: Product Development began its investigation and contacted the SIM provider.
  • 23 July 2026: The issue was escalated. A phone conference with the SIM provider was held; we are collecting evidence and analyzing the issue with the highest priority.
  • 25 July 2026: The rollout of the latest OS update for BMA V3 and BMA TLC V3 devices was temporarily paused while a corrective update is prepared and validated.
  • 28 July 2026: We announced the preparation of maintenance update 2026.2 U2 to improve mobile connectivity recovery.
  • 5 August 2026: Maintenance update 2026.2 U2 was released, restoring mobile data connectivity for affected devices. The incident was resolved.

Cause

Together with our SIM provider, we identified a limitation in the current LTE-only configuration. When an LTE data connection cannot be established, restricting the available mobile technologies can make recovery more difficult.

Further investigation is ongoing to determine why LTE connection attempts are rejected under certain network conditions and why GSM/EDGE fallback is needed in those cases.

Resolution

Mobile data connectivity has been restored for the current device state. Monitoring and configuration are available again for affected devices once they reconnect.

Maintenance update 2026.2 U2 was released with support for LTE and GSM/EDGE. This allows devices to use suitable available mobile technologies depending on network conditions and improves mobile connectivity resilience.

Last updated: 5 August 2026