July 28th – Incorrect billing for text-to-speech

7.30 PM UTC. We have identified an issue due to which customers may be incorrectly charged for previewing a text-to-speech voice message. Charges are only applicable for saving a new message. If you’ve been charged incorrectly, please contact us and we can reverse the invalid charges.


June 25th – Incoming SMS-to-email failed

10.52 AM – 5:42 PM UTC. The SMS-to-email function, that delivers incoming SMS to your email address, failed due to an improper upgrade. The upgrade was rolled back, and issue has now been resolved.

The SMS that failed cannot be sent again as we do not store any messages in our systems. We sincerely apologize for the inconvenience.


July 21st – Problems with API and website

12:22 PM UTC. We’re currently experiencing issues with our phone number API.

The impact is limited to the display of phone numbers & price lists on our website as well as the purchase of new phone numbers from app.sonetel.com. You may also not be able to see the phone numbers you have purchased. However, they are available in your account and should work without any issues. This issue does not impact phone calls.

We apologize for the inconvenience. The issue is being investigated by the engineering team.

12:40 PM UTC. The issue has been resolved. Although we have multiple servers that handle API requests, all the instances became unresponsive during this outage. We are investigating the root cause of the issue.

 


July 8th – Problem with Signup

6:00 AM UTC. It is currently not possible to sign up for a new account.

11:00 AM UTC. We have identified the root cause of the issue and it should be resolved soon.

11:05 AM UTC. The root cause of the issue was found to be a problem with the database. The issue has now been resolved. We are taking steps to make sure this does not happen again.

We apologize for the inconvenience this is likely to have caused. If you had issues signing up for an account, please try again.


June 20th – Partial system outage

7:43 PM  UTC. We’re currently experiencing an issue with some of our APIs. Due to this it may not be possible to sign in to your account or sign up for a new account. However, this does not impact phone calls.

June 21st 3:31 AM UTC. The engineering team is still working on resolving the issue.

4:12 AM UTC. The root cause of the issue has been identified and it is resolved.

We apologize for the inconvenience caused due to this.


June 19th – Sonetel web app unavailable

1:00 PM – 4:00 PM UTC. Due to an issue with one of our internal systems, it was neither possible to sign in to existing accounts nor sign up for new accounts using our apps.

The issue has been found and resolved. We are working on addressing the root cause of the issue.


June 14th – Callback Calls failing

6:30 AM UTC. We are investigating reports of callback calls from our apps failing. This is being investigated.

June 15th, 6:00 AM UTC. This issue has been resolved now.


May 26th – Connection Error in old iPhone app

8:47 PM UTC. We are investigating reports of intermittent connection issues when using our old iPhone app. This is being investigated.

May 27th 4:17 PM UTC. Our internal tests show that the issue is now resolved. In case you still face issues, please email us at support@sonetel.com.


May 25th – Email notifications of website chat

8:27 PM UTC. Website chat notifications are currently not being delivered via email. This is being investigated by the engineering team.

June 1st 3.00 PM UTC. This is still being investigated. We apologize for the inconvenience caused by this.


May 23rd – Issue with personalizing voice messages

4:29 PM UTC. We are currently investigating an issue with our service due to which the default voice messages are played to the caller instead of the personalized messages. The issue is being investigated by the engineering team.

We apologize for the inconvenience caused.

May 26th 10:40 PM UTC. The issue is still being investigated by the engineering team.

June 2nd 9.56 AM UTC. The issue has been resolved now.