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Update by user Dec 03, 2016

Update... Finally an answer...

We have to pay 13 euro to port our number to a new provider... Who is going to pay us for the days we were not reachable and the time and money wasting on reconfiguring our systems???

THINK TWICE before doing "business" which these guys...

Original review posted by user Dec 03, 2016

After getting a low balance (NOT negative) our number got blocked.. After receiving this message we tried to update our balance...

But... due to the fact that our account is blocked, we could´t update the balance!!! Waiting hours for a reply they unblocked our number. Due to this we had to reset our password...

SO we did, but we forgot one phone to update with the password, so blocked again!!! Still waiting for an answer and not able to use our phone or worser.. not able to receive calls!!! Asked for the possibility to take the number with us to another provider..

NOT possible!!

Don´t mention the bad connections we lately had with their services.. Please be warned for them!!

Product or Service Mentioned: Sonetel Phone Service.

Reason of review: Bad quality.

Monetary Loss: $10.

Preferred solution: Let the company propose a solution.

I didn't like: Late responses and not answering our questions, Taking pre-payment money and then blocking the account.

Company wrote 0 private and 1 public responses to the review from Dec 03, 2016.
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Sonetel
Stockholm, Stockholm, Sweden #1249793
Sonetel Verified Representative

Hi Richard,

It seems as if most of your problems came from having one of your phones log in repeatedly with the wrong password, which blocks the user (and not the account nor the number). This blocking is done to prevent brute force attempts to *** your account.

You can always reset the password yourself and sign in right away if this happens.

We send out a link by email whenever users get blocked due to too many password attempts - with a link to the "reset password" function.

Let me know if you didn't receive the email or if it was unclear in any way.

I understand that you at one instance received an error message (about system not being able to send email) when requesting a password reset. While this is unusual, I have asked the COO to follow up whether this particular function doesn't have the backup mechanism for email sending as other functions in the customer Portal . If it lacks it, we will make sure to add it, to avoid the risk of any error message in the future.

Regarding the "bad connections", most of our customers are very happy with the call quality.

Those experiencing quality issues are almost always using some 3rd party VoIP device and connecting to us via their local Internet connection. While we advice against this (http://sonetel.com/en/help/help-topics/sip/what-sip-phones-can-i-connect-to-sonetel/ ) we will naturally try to help out in case you have issues - but we cannot fix local network problems for our customers. As I understand, we requested more info about the quality problems you experienced, but never received any response. This unfortunately makes it difficult for us to help.

Finally, we never reject any request to port out numbers. In a few countries, where we are charged for port-outs, we forward that fee to the customer, but in most countries it is free. Customer service reports that "They contacted us to port number out, we offered assistance and guided them how to port out the number with a service fee". Given this I am not able to I understand your statement "NOT possible".

Could you please clarify? In any case, I do understand that it was a frustrating experience for you - having one of your phones block your user account by repeatedly entering the wrong password. We have plans to change the behavior of the system to make the whole thing a bit smoother in cases when customers make such mistakes - so we are on it.

Let me know if you have any further suggestions for how we should improve our service - or if there is anything of the above that you disagree with. Best Regards, Henrik Thome CEO & Founder

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