February 7, 2015 in Server Status by admin | Comments Off on Service Disruption — DDoS Attack
We experienced a major DDoS attack yesterday on our DNS Infrastructure which led to a number of issues for Smile Subscribers — including:
1. Slow webpage load times
2. Slow/intermittent email issues
3. The following sites were also unavailable during this time: smileglobal.com, status.smileglobal.com. and billing.smileglobal.com
This issue has been addressed, and the vulnerable DNS servers have been replaced. We apologize for the inconvenience and frustration many of you likely experienced.
Thank you for your patience and understanding.
July 23, 2014 in Server Status by admin | Comments Off on Payment processing system issues resolved
We are no longer experiencing problems with our payment processing system. If we have your card on-file and recent attempts to pay your invoice have failed, we will manually process these transactions to bring your account current.
For the customers that do not have up-to-date card info stored for your account, please log into our billing system and update your payment preferences accordingly.
Payments can still be made in the same manner as before, with an additional option of using PayPal Express Checkout.
Thank you for your patience, and we offer our most sincere apologies for any inconvenience this may have caused you. As always, we appreciate your business and are looking for new ways to enhance your Smile experience.
Smile Support Team
July 15, 2014 in Server Status by admin | Comments Off on Temporarily unable to process payments
We are currently experiencing an issue with our payment processing portion of our billing system, and as such are temporarily unable to accept or process payments.
Our support engineers are working directly with the vendor to reach a solution. We apologize for any inconvenience this may cause our customers, and thank you for your continued patience and understanding.
Due to the nature of automation in our billing system, you will still receive email notifications informing you that your credit card was declined, an invoice is due, an invoice is past due, or reminding you of an upcoming payment — for the time being, please disregard these emails, as we will be overriding any adverse functions that could affect your service.
As soon as we’ve addressed the problem and carried out the necessary steps to fix it, we will make an announcement and take care of any pending payments. If you have your credit card information saved in our system, the payments should be automatically processed when the system is brought back online.
If you have any questions or concerns regarding this matter, please submit a trouble ticket.
KEEP IN MIND, if you feel the need to leave messages via phone, email, and multiple trouble tickets, we understand your need for urgency but it will take us away from helping other customers that have been patiently waiting for the support they need — so we ask for your cooperation and extra patience over the course of the next few days.
Smile Support Team
October 31, 2013 in Server Status by admin | Comments Off on Brief web server outage
10:45am – we were alerted by our monitoring system that our primary web hosting server (v2.smileglobal.com) was unresponsive and unreachable.
11:00am – we were connected to the internal network and remote management interface of the server. We follow our standard procedure to identify the cause of the outage and were able to discover the the nature of the problem.
11:10am – The immediate solution called for a quick power-cycle of the machine, followed by a modification to a scheduled maintenance script.
11:20am – The server was back online and fully operational.
We apologize for the inconvenience and appreciate your understanding during the brief outage earlier this hour.