August 16th – Free trial numbers not assigned after sign-up

2:29 PM UTC. We have identified a problem with one of our API servers due to which free test numbers were not assigned to some of our new customers after they completed sign-up.

Based on initial investigation, the issue seems to have started on August 15th around 8:00 PM UTC.

The engineering team has restarted the server which was causing the issue and it should be resolved. We are continuing to monitor the situation.

We apologize for the inconvenience. If you have signed up but have not been assigned your free test number, please contact us and we can help you sign up for a new account.


July 1st – Problem with voice support

4:00 AM UTCOur voice support is currently unavailable due to a problem with the system we use for handling our support calls. We are still available over email.
We are working on fixing this as soon as possible.

This does not impact any of our other services.

6:00 AM UTCThe issue has been resolved and our customer support will soon be available over the phone.

We apologize for any inconvenience caused.

10:10 AM UTCUnfortunately, we are still facing intermittent issues with the system used to handle incoming calls to our customer support numbers. The issue seems to be caused by the local service provider being used to handle our calls.

We have temporarily paused our voice support till we are able to resolve these issues.

We would like to emphasize that this does not affect any of our core services such as incoming & outgoing calls, voicemails and others.

July 3rd 5:00 AM UTCWe have worked with our service provider and the issue has now been fixed.


June 10th – Issues with customer portal

6:03 AM – 7:30 AM UTCOver the weekend our systems detected a brute force attack on our customer portal. Although none of our systems were compromised, the sudden increase in invalid login requests caused issues for some of our customers.

To ensure this doesn’t happen again, today morning we added an additional layer of security – a web application firewall – to our customer portal.

This firewall was added in addition to the firewall and security functions we already have in place to protect our servers against similar attacks.

However, the new firewall caused unexpected problems when signing in to customer accounts. We have disabled the additional firewall added today and the issues have now been resolved.

We sincerely apologize for the inconvenience this may have caused.

If you have any questions, please feel free to get in touch with us.


June 8th – DDoS attack on our service

June 8th 10:45 PM UTC – June 9th 5:08 AM UTCSome time back our systems detected an attack on our customer portal where hundreds of failed attempts were being made to sign in every minute.

We have no reason to believe that there has been any breach of our data.

The failed sign-in attempts are using invalid email address and password combinations. Unfortunately, since our systems received an overwhelming amount of invalid authentication requests every minute this caused intermittent issues with signing in to the customer portal as well as placing Call back or Call Thru calls using our mobile apps.

Our technical team has deployed security measures to mitigate this attack.

Signing in to the customer portal and the apps should now be possible. If you still face any issues, please get in touch with us.


June 6th – Unavailability of voice support

3:00 AM UTCOur voice support is currently unavailable due to a problem with our ISP. Although we have a backup internet provider, in this rare situation both the ISPs seem to be experiencing issues with their network.

We’re working on getting the support back online as soon as possible.

7:00 AM UTCWe are in touch with our ISP’s support teams. There has been some damage done to their underground cables as a result of some construction activity by a 3rd party. They’re working on restoring the connectivity as soon as possible.

If you need any help, please send an email to support@sonetel.com and we will get back to you as soon as possible.

7:45 AM UTCOur ISP has confirmed that the connectivity have been resolved. We are testing the connectivity and will soon be available on calls.


April 30th – Problem with call recordings

21st Feb 2019 5:52 PM – 30th April 2019 6:30 AM UTCWe have identified an issue with one of our Call Recording servers due to which all calls that were recorded on it between 21st February 2019 – 30th April 2019 could not be saved.

We sincerely apologize for the problem caused by this. The root cause of the issue has been found and it is now resolved.

This happened due to a rare combination of a manual error while making changes to the Call Recording servers and failure of system alarms.

Initial investigation shows that the manual error was caused because the team member making the changes did not follow established procedures for making such changes.

The management views this as a very serious lapse and has initiated an internal investigation into this incident.

Some time back we changed the tool used to handle the automatic alarms from our systems. The management has also initiated an investigation to check whether all possible precautions were taken during the migration – at which time the alarms for the Call Recording servers stopped working.

There are no issues with calls that were recorded on the other Call Recording server.


April 17th – Issue with SMS-to-email

We have identified an issue due to which incoming SMS sent to some of our phone numbers were not delivered to customers.

The issue was noticed for SMS sent between April 10th – April 17th. We apologize for the inconvenience caused due to this.

The issue has been resolved and incoming SMS received from now are successfully delivered to customers.


April 12th – Delay in email responses

8:15 PM UTC. We are currently experiencing problems with Desk.com – the service we use to handle all our email tickets. We are working with them to get this fixed as soon as possible. Our email responses will be delayed as a result of this.

We apologize for the inconvenience. Please call us if you have any urgent issues.

11:26 PM UTC. Desk.com has resolved the issue and we have started responding to emails. We will try and get back to you as soon as we can.


April 1st – Issue with Sign-up

8:00 AM UTC. We are investigating an issue with our systems due to which it is currently not possible to sign-up for an account. This is being investigated by the engineering team.

9:04 AM UTC. The issue has now been resolved. If you faced problems while signing up for an account, you can try again from here. If you need any assistance, please feel free to contact us.


March 20th – DDoS attack on Customer Portal

12:20 AM UTC. Our customer portal is currently under a large-scale attack where hundreds of failed attempts are being made to sign in to the portal every minute. Our technical teams are working on mitigating this attack.

At the moment we have no reason to believe that there has been any breach of our data. The failed sign-in attempts are using random email address and password combinations.

Unfortunately, since our systems are receiving an overwhelming amount of failed authentication requests every minute this is causing intermittent issues with signing in to the customer portal and placing Call back or Call Thru calls using our mobile apps.

We will share further updates as soon as we gather more information.

8:08 AM UTC. We have made changes to our systems to ensure that Call back and Call thru calls start working.

It is still not possible to sign in to the web portal. However, the engineering team is working on getting things back to normal as soon as possible.