December 3rd – Problem with incoming calls

12:15 PM – 1:15 PM UTCIncoming calls to many of our phone numbers stopped working for some time earlier today. The issue was caused due to a problem with our account with one of our partners that handles our incoming calls.

We usually receive notifications from our partners when something like this happens – but it seems that there was no notification from them in this case.

The issue has been fixed and calls should be working without any issues now.

We’re sorry for any inconvenience this is likely to have caused.


November 16th – Delay in email responses from Support

5:30 AM UTCResponses to the emails sent to Support are delayed as we are currently experiencing intermittent issues with our email provider.

If you need any urgent help, please call us instead.

7:00 AM UTCWe are still working with our email provider’s technical team to find a resolution to the issue.

12:05 PM UTCThe issue with our email provider has been resolved. We’ve started responding to all customer emails but due to the backlog it will take some time for us to respond to all the emails.

The issue seems to have been caused due to an update done to Office 365 by Microsoft.

If you need any urgent help with your Sonetel account, please call us on the numbers given at our website.


November 9th – Delay in activation of services

4:30 AM UTC. One of our servers, that is responsible for activation of services in customer accounts, experienced a problem some time back. Although the issue has been resolved, this has had a cascading effect.

There is currently a delay in the activation of services after you sign up for a new account or make a payment when your prepaid balance becomes negative. This means your phone calls, SMS, FAX and other such services will not work immediately.

Additionally, if you’ve just signed up and sign out of your Sonetel account after some time, you might get the error message “Your account has not been activated.” when trying to sign in again.

We sincerely apologize for any inconvenience this issue is likely to have caused.

We’re working on resolving this as quickly as possible.


October 5th – Issue with calls

Between 12:45 PM – 2:30 PMUTC today we experienced an issue with one of our SIP servers that handles phone calls. The issue caused some calls to fail for a few minutes.

The problem was traced to a memory issue with one of the open source modules we use and it has now been resolved.

We apologize for any inconvenience this is likely to have caused.


September 27th – Issue with SMS-to-email

Some time back we detected an issue with our SMS-to-email service due to which incoming SMS were not delivered from 26th September 2:34 PM to 27th September 6:10 PM UTC.

The issue has been resolved and the SMS-to-email service is working as expected now.

Please note that all pending SMS have now been delivered to customers.

We sincerely apologize for the inconvenience this has caused.


September 9th – Problem with processing payments

2:11 AM UTC. We have identified an issue with the Oracle database that resulted in payments not being processed properly. The money was being deducted from the credit card or PayPal accounts but was not added to the Sonetel prepaid credit and an error was displayed instead.

We are currently identifying all the payments that could not be completed and will soon be adding them to the respective Sonetel accounts. We will also reach out to all our customers that are affected by this issue.

The issue started around Friday night and is resolved now and all new payments are being processed properly.

This was caused due to an extremely rare issue with our Oracle database which has never happened before. To ensure this does not happen again, we are putting new automated functions in place to alert us if payments are not processed correctly.

We sincerely apologize for the problems this is likely to have caused.

 

3:05 AM UTC. We have also identified an issue with the transactions for the services used. Whenever you make a call or purchase a phone number individual charges are created for each such event. These charges should be visible in your monthly statement.

At the moment these charges will not be visible for the services used when the payments were failing. We are working on resolving this issue as well.

 

1:25 PM UTC. We have now processed all the pending payments and are in the process of contacting all the affected customers. If you feel your payment has not been processed please feel free to get in touch with us – though our response times will be higher due to low staffing during weekends.


September 4th – Issue with Signup

1:30 PM UTC. We are investigating an issue with our API due to which it is currently not possible to sign-up for an account. This is being investigated by the engineering team.

1:59 PM UTC. The issue has been resolved and sign-up is working again.

We apologize for the inconvenience.

 


September 3rd – Problem with Italian Call Thru access number

4:23 AM UTC. Due to a manual error while performing routine maintenance last week, some of our Call Thru access numbers were accidentally disabled.
Although all the numbers are now working, we are still experiencing issues with the Italian access number (+390699367705). We are working with our local partners to get this number up and running as soon as possible.

September 4th 6:00 AM UTC. We are still working on fixing the issue with our Italian Call thru access number. We are also trying to replace it with a new access number – but that requires changes to our systems and will take some more time.

 

Update: Unfortunately, due to changes in the local regulations we can no longer offer our Call thru service from Italy.

We sincerely apologize for the inconvenience caused.


August 27th – Intermittent ssues with signup and pricelist

4:25 AM UTC. We are currently experiencing a problem with our API due to which there may be intermittent issues while trying to sign-up for an account. This also affects our price-list and in some cases may cause the web-portal to appear slow after signing in.

The engineering team is investigating this issue with high priority.

5:15 AM UTC. The issue has been fixed and there should no longer be any issues with signing up or the price-list.

We apologize for any inconvenience caused by this.


August 7th – Issue with signup and pricelist

6:20 AM UTC. We are experiencing a problem with our API due to which it is currently not possible to sign-up for a new account or look at our price-list. The engineering team is investigating this.

7:30 AM UTC.The issue has been resolved.

We apologize for the inconvenience.