7/29/24 Phone Number Provisioning Delays Industry Wide

As of last Wednesday, July 24th, we were alerted that newly purchased phone numbers were taking longer than expected to provision. We immediately began to investigate the delays internally as well as with our telephony providers.

Through conversations with our telephony providers, we learned that the provisioning delays are occurring industry wide, not limited to Prompt.io. The current delays exist specifically with T-Mobile, causing delays upwards of 24 hours of more. 

When a number is provisioned, it is associated with an account’s campaign in the Campaign Registry through each individual carrier. Our platform must wait until all carriers approve and provision the number to allow texting on the number. This means that a delay with one carrier delays the entire provisioning process. 

Despite the delays, phone number connectivity is still possible. Please expect 2 to 3 days for this process to be completed. We highly recommend purchasing any phone numbers as soon as possible, especially if they are needed for a specific texting initiative with a dedicated timeline, to navigate these delays as best as possible.

There is no current known timeline for resolution. We are constantly monitoring this situation with our telephony providers, serving as an advocate for our customers in this space. We recognize the impact of these delays on your work. We will continue to monitor this situation and update you as we learn more information.

For more information on the status of the ongoing delays, our telephony providers have status pages listed for your reference:

Twillio: https://status.twilio.com/ 

SignalWire: https://status.signalwire.com/

Bandwidth: https://status.bandwidth.com/