January 9th – Issue with Facebook messages

4:30 PM UTC. We are currently experiencing an issue with our Facebook app due to which messages sent to your Facebook page will not be delivered to you via Sonetel. The engineering team is working on resolving the issue.

January 10th 6:40 AM UTC. The root cause of the issue has been identified. The issue is limited to a few customer accounts only. We are in the process of resolving the issue.

We apologize for the inconvenience caused.


January 7th – Increased response times for email support

2:00 PM UTC. We are currently experiencing increased response times on email support due to sudden influx of emails. If you require urgent assistance please call us instead.

We sincerely apologize for the inconvenience caused.


January 1st – Issue with Text-to-speech

4:00 PM UTC. We are currently experiencing an issue with the Text-to-speech service. The engineering team is working finding the root cause.

We apologise for the inconvenience caused.


December 23rd – Display issue with data

12:00 PM UTC. We are investigating an issue with one of our systems due to which some information in customer accounts may not be currently visible at the moment. The data is safely stored in our system but isn’t being displayed.

We sincerely apologize for the inconvenience and hope to resolve this as soon as possible.

December 24th 5:30 AM UTC. The issue has now been resolved.


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.

29th November 5:08 PM UTC. The issue has now been resolved.

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.