March 1st – Problems with API and website

11:53 AM UTC.  We’re currently experiencing problems 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.

2:09 PM UTC.  The engineering team is working on providing a fix for the issue.

2:19 PM UTC.  The engineering team has provided a fix for the ongoing issue.
However, we still notice intermittent issues with the API – this is still being investigated.

March 3rd 7:55 AM UTC.  The issue has now been resolved and all our services are back online.


February 19th – Connection issue with the new apps

11:15 AM UTCWe have noticed intermittent connectivity issues with our mobile and web apps. At the moment, the issue appears to only impact some of our customers who see a yellow warning message stating that the connection has been lost.

In case you do face the issue, on app.sonetel.com refreshing the page should provide a temporary solution.

We apologize for the inconvenience caused.

The engineering team is investigating this issue.

February 25, 7:26 AM UTCThe engineering team is still working on finding the root cause of the issue.

March 1, 11:43 AM UTCWe have identified a few potential reasons for the connectivity issues. The engineering team is working on providing fixes for these issues.
One of the potential reasons identified was an API upgrade deployed on February 18th. This upgrade is now being rolled back as well.


December 21st – Problem with PDF receipts

8:45 AM UTC. Due to an update that was applied recently to improve the security of our API, some customers may face issues when downloading their PDF receipts. The downloaded receipts fail to open with an error “Failed to load PDF document.

The root cause of the issue has been identified and it is expected to be resolved by the first week of January 2021.

We sincerely apologize for the inconvenience caused.

January 4th 12:22 PM UTC. The issue has now been resolved and it is now possible to download PDF receipts once again.


November 23rd – Problem with calls

7:54 AM UTC – 13:17 PM UTC. Due to an unexpected issue with one of our servers, there were intermittent issues with calls today.

The issue has been resolved by the engineering team and all calls should now be working. We are working on finding the root cause of the issue so that it does not occur again.

We sincerely apologize for any inconvenience this may have caused.


October 8th – Issue accessing the old web Portal

20:00 PM UTCOur engineering team is investigating unusual increased traffic to our old web Portal causing it to become unavailable.

We apologize for the inconvenience. We will keep you updated as we resolve this.

October 13th 23:10 PM UTCThe issue has been resolved and the old web portal is accessible once again.


September 2nd – Problem with delivering website chat transcript via emails

12:44 PM UTCOur engineering team is currently investigating an issue causing failure in delivery of website chat transcripts via email.

September 3rd 3:55 PM UTC. The issue has now been resolved. We sincerely apologize for the inconvenience this may have caused.


August 19th – Issue with conference service

6:30 AM UTC. We are investigating an issue with our conference service due to which customers may face problems while joining conference calls.

This is being investigated at high priority by our engineering team.

We sincerely apologize for the inconvenience.

12:40 PM UTC. The engineering team has applied a temporary fix to ensure conference calls work without any issues. We are working on identifying the root cause of the issue and applying a permanent fix.


July 9th – Minor service disruption

9:03 AM – 9:30 AM UTC. Due to an issue with one of our core services, signing-up for new accounts and signing in to existing accounts would not have been possible for a few minutes.

The issue has been resolved by the engineering team. We apologize for the inconvenience.


June 20th – Service disruption

3:45 PM UTC. Due to an unforeseen issue, our API will be unavailable for some time while we investigate it. The engineering team is investigating the issue with high priority.

This will cause our Free Website Chat service as well as Web app & mobile apps to be unavailable. Signing in to your existing account or signing up for a new account will also not be possible.

4:30 PM UTC. The engineering team is still working on resolving the issue. All hands are on deck – the senior engineering team members are investigating this issue.

4:44 PM UTC. All our services are back online. We will share further details as soon as the root cause of the issue has been identified.

We sincerely apologize for the inconvenience.


April 30th – Problem with website

8:53 AM – 10:33 AM UTC. An issue with our public website caused it to become unresponsive intermittently. The issue has now been fixed and the site is back online.

We sincerely apologize for the inconvenience.

Please note that this did not affect any of our core services such as phone numbers and chat as they are hosted on a different platform.