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.


May 18th – Issue with TTS service

12.30 PM UTC. Our text-to-speech service is currently unavailable due to an ongoing issue. This service is used to create custom voice messages for our voice apps.

We apologize for the inconvenience caused.

May 26th 10:50 PM. The issue is still being investigated by the engineering team.


April 29th – Issue with incoming SMS

07:10 AM UTC. Due to unannounced change in the way our local provider delivers incoming SMS to us, incoming SMS are not being delivered. We are following up with them to ensure the issue is resolved as soon as possible.

We sincerely apologize for the inconvenience caused due to this.

May 2nd 6:26 PM UTC. Our provider has rolled back the changes done on 29th April that caused the issue. Incoming SMS are now working again. We are working with our provider to update our systems for a permanent fix.


April 22nd – Intermittent issue with apps

11:12 AM UTC. We are investigating reports of intermittent issues with our apps.

12:02 PM UTC. The issue with our apps is still being investigated by the engineering team.

12:40 PM UTC. The issue has now been resolved and all services are now online.


April 12th – Service outage

10:32 AM UTC. We are investigating reports of intermittent issues with our apps.

We apologize for the inconvenience caused.

11:51 AM UTC. Initial investigation points to high CPU utilization in one of the database machines as the root cause. We are restarting the servers to resolve the issue.

12:02 PM UTC. The fix that was attempted has not resolved the issue. The root cause of the issue is still being investigated. The issue affects both our web app and mobile apps.

2:41 PM UTC. The cause of the outage appears to be MongoDB Atlas – a managed database service that we use. We are working with their technical support teams to find the root cause of the issue and resolve this.

9.19 PM UTC. Most of the services have been restored and the apps are back online. However, the following functions are still unavailable:

  • Website chat widget
  • User avatars & file attachments in conversations
  • Offline and Push notification

April 13th 6:50 AM UTC. All services except the website chat widget are now back online. We are still working on resolving the issue.

1.47 PM UTC. We are applying a temporary fix for the issue. The situation is still being closely monitored.

2.13 PM UTC. The fix that was applied has resolved the issue for now. We are still closely monitoring the situation and are investigating a more permanent fix for this issue.