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.


March 1st – Restrictions in CLI displayed in outgoing calls

From 1st March 2019, it will no longer be possible to show Sonetel numbers purchased from some countries before 18-December-2018 as the caller ID in outgoing calls.

This change is due to restrictions imposed by the service provider from whom we purchased phone numbers prior to 18-December-2018.

We have been in talks with them to allow us to continue showing numbers purchased from them as caller ID in outgoing calls, but they have refused to allow this unless the outgoing calls are connected using their service.

We already use multiple carriers to handle our outgoing calls. Using this provider for outgoing calls would not only require significant development effort but would also prevent us from offering lower call rates using the other partners.

If you would like to show your Sonetel number as caller ID after 1-March, please contact us and we can offer you a replacement number from our new carrier. All phone numbers from our new carrier can be displayed as caller ID.

Due to this restriction, from 1st March when you place a Callback call our system will always call your mobile number from +12028698283.


February 21st – Problems with Signup

1:00 PM UTC. New signups to our service are failing due to a problem with an upgrade done on our website. Our engineers are investigating this.

We apologize for the inconvenience caused.

9:00 PM UTC. The problem with signup has been fixed now. If you have failed to signup earlier successfully, please contact support@sonetel.com and our team will help you complete your signup attempt.


February 20th – Scheduled maintenance by our payment processor

3:00 PM – 5:00 PM UTC. Our payment service provider, that handles all our credit card payments, has scheduled a maintenance of their systems on 20th February.

Although there is no impact expected, it is possible that there may be intermittent issues with credit card payments during the 2 hours maintenance window.


February 14th – Issue with personalizing voice messages

12:50 PM UTC.We are currently investigating an issue with our Voice apps due to which it is currently not possible to add a personalized voice message. The issue is being investigated by the engineering team.

We apologize for the inconvenience caused.

February 18 07:40 AM UTCThe issue is still being investigated by the engineering team. If you wish to add a personal voice message, please write to support@sonetel.com and we will notify you as soon as the issue is resolved.

February 25th 06:36 AM UTCThe issue has now been resolved and the messages that had not been uploaded should be added to the voice messages. If you are still facing problems, please feel free to get in touch with us.

February 28th 12:00 PM UTCWe have noticed that recording personalized voice messages by dialing *22 or *11 from our mobile apps or a SIP phone does not work at the moment. This is being investigated by the engineering team.
Until this is resolved, you can record the message as a WAV file and upload it through our Customer Portal.

March 18th 8:12 AM UTCWe have found the root cause of the issue and it is now resolved.
We apologize for the inconvenience caused due to this.


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.