November 26th – Problem with internet calls from the web app

3:10 AM UTC. We are investigating an issue with our new web app due to which calls between 2 or more users made over the internet and answered from the web app are not working. The engineering team is investigating the issue.

There are no issues with incoming calls made to Sonetel numbers or outbound calls made to mobile or landline numbers.

We sincerely apologize for the inconvenience.


November 21st – Wrong voice messages played

November 21th  8:00 AM – November 21st 07:00 PM UTC. An upgrade resulted in wrong voice messages played on calls to phone numbers.

This affected numbers connected to voice apps that had customized voice messages  uploaded. Instead of the customized message, the default message, provided by Sonetel, was played.

We are working on improving our quality assurance processes to ensure that this does not happen again.

We apologize for the inconvenience.


November 20th – Problem with new web app

November 20th  2:30 PM – November 21st 3:10 AM UTC. We had an issue with one of our API servers due to which there would have been intermittent issues in using our service. The issue has been resolved and all services are back online.

We are investigating what led to this issue and the steps needed to ensure it does not happen again. We apologize for the inconvenience.


October 28th – Problem with address and ID system

October 26th  21:07 PM – October 28th 06:43 AM UTC.We had an issue with our address and ID management system over the weekend due to which it was not possible to provide your address or identity information from our new web app.

The issue has now been resolved. We apologize for the inconvenience.

Although, we have all critical systems running on multiple servers, in this case only one of them was functioning as the other one server was offline for maintenance. The other server is being made live as well so that we have a backup in case there is a problem with one of the servers.


October 24th – Issue with connecting your Facebook page

1:18 PM UTC. Connecting your Facebook page to Sonetel may not work at the moment due to a issue with the app’s permissions. We are in touch with Facebook to get the issue resolved. Although our app was reviewed and approved by Facebook in 2018, their new security guidelines require us to get our app approved once again.

We apologize for the inconvenience caused due to this.

November 4th 11:10 AM UTC. Our Facebook app has been approved once again. Connecting your Facebook page to your Sonetel account should work without any issues now.


September 26th – Outage of Web App

2:00 PM UTC. We are experiencing an outage of chat services on our web-app.

The engineering team is working on addressing this.

Mobile apps continue to work normally. Account management functions on the Web app also work normally.

We recommend customers to use our mobile apps for chat until the problem is identified and resolved.

We apologize for the inconvenience.

5:00 PM UTC. The problem with the chat service has been resolved.

One of the servers in the cluster providing the chat service was creating problems. This has been removed from the cluster.

Our engineers are working to identify the root cause.


September 6th – Outage of chat services

4:50 PM UTC. We are experiencing an outage on our chat services.

The problem has been identified due to a failure of one of our components used for archiving chat messages

The engineering team is working on addressing this.

We apologize for the inconvenience. We will post an update as soon as this issue is resolved.

5:40 PM UTC. Chat service is back up.

The problem occurred during a backup of a chat component done by the operations team to improve recovery options in case of any failures in the future. The procedure followed for the backup was not optimal and caused the component to go offline.

We have taken actions to change the backup procedure to prevent this from happening again.

We apologize for the inconvenience.


September 4th – Problem with calls connected using Voice apps

3:00 PM UTCWe are investigating reports that some incoming calls connected via our voice apps are failing. The engineering team is investigating this issue.

We will share more information about this as soon as we have any updates.

4:00 PM UTCThe issue has been resolved and incoming calls handled via voice response apps are now working.

We apologise for the inconvenience.


August 31st – Outage of chat services

1:00 PM UTC. We are experiencing an outage on our chat services.

The problem has been identified due to a failure of one of our components used for archiving chat messages

The engineering team is working on addressing this.

We apologize for the inconvenience. We will post an update as soon as this issue is resolved.

6:30 PM UTC. All services are back up now

One of the components that is used in chat archival failed. Although this component has automatic fail-over and high availability built-in, the fail-over did not work reliably in this instance for the chat service.

The engineering team will be investigate this further to identify and address the root cause.

We apologize for the inconvenience.


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.