January 6th – Premium & Business package free credit not added

8.52 PM UTC. We have identified an issue due to which the free credit added as part of the Premium plan and Business package is not applied to accounts when the plans are subscribed or renewed.

As a result, charges for calls and other usage are deducted from the prepaid balance instead of the free credit balance. If your Sonetel account does not have enough prepaid balance, your calls may not connect.

The issue is being investigated with high priority

January 9th 12.07 PM UTC. The root cause of the issue has been identified and we are taking steps to resolve the issue. Meanwhile, if you need any assistance please contact us.

November 18th – Intermittent issue with outgoing calls to USA

3:00 PM UTC. We’re currently experiencing an issue with outgoing calls to USA. We see an increase in failed calls.

We’ve identified the issue to be with our local partners that handle outgoing calls to USA. As a result, we have switched to a backup provider while we work with our partners to resolve the issue.

November 16th – Text-to-Speech unavailable

12.45 PM UTC. We are currently investigating an issue with our text-to-speech service that is used to create custom voice messages for our voice apps.

We apologize for the inconvenience caused.

November 4th – VAT IDs removed incorrectly

An unexpected change in the European Commission’s service we use to regularly verify European VAT IDs, caused many valid IDs to be marked as invalid. As a result, valid VAT IDs were removed from the affected customer accounts.

The root cause of the issue has been found and it is resolved.

We have also added the VAT IDs that were removed back to the affected accounts.

October 21st – Partial service outage

4.52 AM UTC. We’re currently experiencing a partial service outage due to issues with our API.  As a result, it is currently not possible to sign up for new accounts or sign-in to existing accounts. The phone number and outbound call pricelist on our website will also not work in addition to our free business messenger.

However, this does not affect our telephony services – incoming and outgoing calls should continue to work as expected.

The issue is being investigated with high priority. We sincerely apologize for the inconvenience.

5.31 AM UTC. The service has been partially restored. However, we still see issues with some of our APIs due to which sign-up for new account and sign-in to existing accounts may still not work. The root cause of the issue has been identified and we are taking actions to resolve it.

6.30 AM UTC.  All our services are now back online.

The root cause of the issue was found to be an attack on our service to create several junk accounts. Our investigation has found that the attack used a botnet in an attempt to overwhelm our existing security functions. The attack was limited to creating new accounts. We have taken additional steps to mitigate the attack.

October 1st – Delay in delivering SMS and Fax for some numbers

October 1 – October 18th 6:58 am UTC. Due to an unexpected change in how backend scripts connect to our email service provider, no SMS and Fax messages were delivered to customers that have phone numbers from our old service provider.

This issue only affected SMS and Fax delivery on phone numbers purchased from us before December 2018.

The root cause of the issue has been identified and it is resolved. All the pending SMS and Fax messages have now been successfully delivered. We sincerely apologize for the inconvenience caused.

September 14th – Issue with credit card auto-refill

6:10 PM UTC. We’re investigating reports of some customers facing issues with our auto-refill function that automatically refills the Sonetel prepaid balance if it falls below a level you define. The issue is being investigated with priority.

September 15th 2.19 PM. The issue appears to be caused by our credit card payment provider stopping support for the TLS cipher suite used by our server that handles auto-refill payments. We are working with them to resolve this issue.

September 16th 4:09 AM UTC. We have identified a few potential solutions for the issue. Each option is being tested to ensure we use a solution that is not only quick to develop but also the most secure.

September 17th 1:24 PM UTC. The fix for the issue is ready and is currently being tested.

September 19th 5.30 AM UTC. We are in the final stages of testing the fix for this issue.

September 20th 6:53 AM UTC. The fix for the issue with credit card auto-refill has been applied and appears to be working – we are able to see successful auto-refill payments. We are still monitoring our systems closely.


There are no issues in using PayPal for auto-refill. If you have a PayPal account, you can use it to auto-refill your Sonetel account. Alternatively, you can just make a payment manually using your credit card to ensure your account has enough prepaid credit for phone calls as well as any upcoming renewals (phone numbers, paid plans and so on).

September 13th – Issue with incoming SMS-to-email

We detected an issue with incoming SMS not being delivered to some customers between September 12th 12:00 PM UTC and September 13th 11:00 AM UTC.

The issue has been resolved and the SMS-to-email service is working as expected now.

We apologize for the inconvenience this may have caused.

August 28th – Problems with service

4.15 AM UTC. We are currently investigating reports of problems with our telephony service. Incoming & outgoing calls are likely to fail due to this.

We are working on getting things back online as soon as possible.

5:00 AM UTC. Our telephony services are back online – incoming & outgoing calls should work  now. However, we have noticed intermittent issues with the team and website chat service.  We are currently working on resolving this

The problem with the telephony service started at 5:00 PM UTC on 28th August and was resolved on 4:59 AM UTC 29th August. We sincerely apologize for the inconvenience.

The root cause of the issue is being investigated. We will take steps to ensure this does not happen again.

6:00 AM UTC. We are still working on identifying the root cause of the issue. Initial investigation suggests that the issue is with connecting to the Oracle DB. We are working with database consultants to resolve this.

8:07 AM UTC. We continue to investigate the root cause of the issue with our chat service. We have taken several steps to restore the service – unfortunately the issue persists. We apologize for the inconvenience this may cause.

9:44 AM UTC. All our services are now back online. We continue to closely monitor the system.

August 24th – Delayed SMS-to-email delivery

9th August 12:10 PM UTC – 24th August 6:26 PM UTC. An issue with the SMS-to-email function resulted in messages not being delivered on time to some of our customers.

The issue only affected phone numbers purchased from our old phone number provider (before December 2018). All the delayed messages have now been delivered.