Azure Communication Service SMS not deliverying to AT&T numbers

Question

Azure Communication Service SMS not deliverying to AT&T numbers

Joshua Webb 0

I manage an application that sends 2FA to users for logging in. None of my users who use AT&T are getting sms messages; Verizon and T-Mobile users are receiving messages.

All users are in the Detroit, Michigan area.

Perhaps Azure Communication Services is using a bad route. What is the protocol for updating carrier routes? Is this broadcast automatically like in the case of BGP?

Can the Azure support team work with AT&T on this?

Joshua Webb 0 Reputation points

2025-04-22T14:29:46.92+00:00

Update: this outage seems to be resolved.

Our users received all sms messages at the same time; this points to a routing issue.
Alekhya Vaddepally 930 Reputation points Microsoft External Staff Moderator

2025-04-24T10:27:32.0766667+00:00

Hi Joshua Webb,
We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
Alekhya Vaddepally 930 Reputation points Microsoft External Staff Moderator

2025-04-28T09:20:29.81+00:00

Hi Joshua Webb, We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.

1 answer

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Joshua Webb 0 Reputation points

2025-04-22T14:29:46.92+00:00

Update: this outage seems to be resolved.

Our users received all sms messages at the same time; this points to a routing issue.
Alekhya Vaddepally 930 Reputation points Microsoft External Staff Moderator

2025-04-24T10:27:32.0766667+00:00

Hi Joshua Webb,
We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.
Alekhya Vaddepally 930 Reputation points Microsoft External Staff Moderator

2025-04-28T09:20:29.81+00:00

Hi Joshua Webb, We haven’t heard from you on the last response and was just checking back to see if you have a resolution yet. In case if you have any resolution, please do share that same with the community as it can be helpful to others. Otherwise, will respond with more details and we will try to help.

Answer 1

Hi Joshua Webb

Since AT & T users received their messages together after the delay, it suggests that it can be a temporary routing issue. This type of problem can sometimes occur in telecommunications network, which affects message distribution to a specific carrier.

Regarding your question whether the azure can work on routing with AT&T, the azure communication services depend on carrier relationships, and the routing decisions are usually managed at the level of the infrastructure. If you face continuous issues, giving them details for Azure support through a support ticket may allow them to move or move forward.

It can also be useful for you to enable delivery reporting in your system to better track SMS delivery performance. You can set it using Azure Event Grid, which allows you to achieve insight in the event of messages sent.

If the answer is helpful, please click Accept Answer and kindly upvote it so that other people who faces similar issue may get benefitted from it.

Let me know if you have any further Queries.

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Azure Communication Service SMS not deliverying to AT&T numbers

1 answer

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