January 30th – Problem with signup

10:00 AM UTC. We have identified an issue with one of our systems due to which it is currently not possible to select a free test number while signing up.

The engineering team is working on resolving this issue. We apologize for the inconvenience.

We request that you try to sign-up after some time.

10:50 AM UTC. The issue has been resolved. If you signed up for an account some time back and were not assigned a phone number, please try and sign up again. If you need any assistance, please feel free to get in touch with us.


January 22nd – Scheduled system maintenance

03:30 AM UTCWe have a system maintenance scheduled on 22nd January 2019.

During this time, for a few minutes signing up for a new account and signing in to our web portal will not be possible. Existing users will not be able to add money to their accounts or change any settings.

All other services such as phone calls, SMS, FAX, voicemails and so on will continue to work.

We will keep the system status updated during the maintenance.

05:45 AM UTC. The system maintenance is currently underway. Things look OK, but it has take a little longer than anticipated to complete the maintenance. The technical team is working on finalizing everything quickly.

05:55 AM UTC. We have identified an issue with our system due to which phone numbers selected during sign-up are not added to your account once the sign-up is complete. This is being investigated. We apologize for the inconvenience.

06:15 AM UTC. The issue has been resolved and sign-up should work without any issues. The system maintenance is nearing completion and all our systems should be working without any issues.

06:50 AM UTC. The system maintenance is now complete. We’re doing some last-minute clean-up. If you notice any issues, please let us know.


December 27th – Partial system outage

01:45 AM UTCWe are currently experiencing an issue with our API (system interface) which is causing new connections to fail.

This will result in issues during signing up for new accounts, signing into existing accounts, viewing the pricelist on our website and using our mobile apps. You may also face intermittent issues in registering SIP phones.

The issue seems to be caused by the Oracle database being unable to accept new connections. Our technical teams are working with the database consultants to find the root cause of the problem.

We apologize for the inconvenience.

03:40 AM UTCThe issue has now been resolved and all our services are back online.


December 24th – Issue with signing in from iPhone app

02:20 PM UTCWe have identified an issue with our one of our systems that affects signing up for new accounts and signing in to existing accounts for customers  that install the iPhone app for the first time.

Customers using the iPhone app for the first time, can sign in to our web portal to access their account.

The engineering team is working on fixing the issue.

We apologize for the inconvenience.

 


December 18th – Scheduled system maintenance

03:30 AM – 04:30 AM UTCWe have a system maintenance scheduled on 18th December.

During this time, for 10 minutes signing up for a new account and signing in to our web portal will not be possible. This means you will not be able to add money to your account or change any settings.

All other services such as phone calls, SMS, FAX, voicemails and so on will continue to work without any interruption.

We will keep the system status updated during the maintenance.

04:05 AM UTC. The maintenance is underway and things seem to be going as planned. We hope to have the web-portal and sign-up available soon.

04:11 AM UTC. The web portal is now available. The maintenance is almost complete – our APIs are currently being restarted, they may take another 15 – 20 minutes to be available again. This will affect signing up for a new account and looking at our pricelist.

04:52 AM UTC. The maintenance is now complete. We are running some last minute tests to ensure there are no unexpected issues. 


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.