Service Status

Service Status

Fri 27th December 2024

GM Data SIM Connectivity Issue

Description:

Some customers using GMData SIMS are currently unable to connect to their cameras from their APP. Cameras with a GMData SIM previously installed will work to whatever settings had been applied, however customer APPs will not be able to log in to view or control cameras.

Customers trying to pair new cameras to their APP using a GMData SIM are unable to. All other SIM cards are not affected.

Advice:

As a temporary measure, other non-GMData SIMs can be used such as a SIM bought at a supermarket. Switch off camera, remove GMData SIM, insert alternative SIM card, switch on camera and all should work. 

Customers who have received a GM Data SIM with their camera can also have their SIM replaced with a 1P Mobile (EE) SIM as a temp measure free of charge by contacting info@guardmy.co.uk

UPDATE:

27/1/2024

The issue is ongoing and pointing towards APR coding within the software. This is being addressed for resolution as quickly as possible. No further updates will be provided until resolved.

25/1/2024

Customers are reporting the issue has re-occurred. This is being re-investigated by engineers.

Customers who have received a GM Data SIM with their camera can have their SIM replaced with a 1P Mobile (EE) SIM as a temp measure free of charge by contacting info@guardmy.co.uk

24/1/2024

The issue has now been resolved which appeared to be a network related issue. Devices should come back online, however if not, customers are advised to switch off devices for a moment or two and then switch on again. If the issue still persists, advice is to notify info@guardmyfarm.co.uk requesting a SIM network reset. Failing that, as a temporary measure any UK SIM may be used as an alternative (providing there is a 4G network signal in the location).

23/12/2024

Engineers continue to investigate to find a resolution.

22/12/2024

Investigation is ongoing. Testing will resume on 23/12.

21/12/2024 09:25

A number of tests continue to be carried out throughout Saturday. Ongoing.

20/12/2024 14:40

Engineers continue to investigate and test. Ongoing.

20/12/2024 11:00

Testing ongoing.

20/12/2024 09:00

Testing of a fix due to be carried out this morning with view to speedy resolution.

19/12/2024 17:15

Engineers are currently carrying out controlled tests to identify the issue.

19/12/2024 07:15

Engineers are working on this technical fault as high priority.