Sardis Telecom’s phone based sales and support have begun returning to normal as of today, June 4th.
Going forward, our phone agents will be available Monday – Friday 10am to 4pm CST.
Please remember, technical support still requires a ticket opened in the customer portal with diagnostic information. Billing is only handled in the customer portal, our agents will not accept payment information over the phone for your security.
Sardis Telecom is in the process of upgrading some core network equipment. This may cause some small periods of connectivity loss for North Alabama customers. Upgrades will be performed 5/21/2021 – 5/29/2021
Customers may notice their public IP’s change a few times, as traffic is re-routed over new network paths. Customers with Static IP’s may see longer outages as connections and BGP is restored to new core routers.
Our upgrades are to improve capacity, reduce latency, improve uptime and will allow us to increase customer speeds in the near future. Please keep an eye out on our announcements page, and your email for further information on increased speeds, and new service options coming soon.
Our network now has direct connections with 14 transit providers, and 141 partner networks including Google, and Microsoft Azure networks. We have also installed network wide DDOS filtering. We have increased our core network from 10Gbps ports, to 40Gbps ports to allow for current and future growth.
We look forward to improving our services, for you, our customers.
Sardis Telecom is in the process of finalizing some impressive infrastructure upgrades. In addition to offering faster service to our existing customers, we will begin the public launch of our faster 5G based internet services very soon.
(Speedtest are from points inside our core network, however new customer speeds will be up to 1,200Mbps download, 100Mbps upload.)
We are aware of an issue affecting about 200 customers at this time, requiring frequent modem reboots. Please be sure to see the Network Status page in the customer portal for details on this issue, and resolution. Thank You.
Our staff would like to remind our customers to please, please, please keep your equipment clean. Please keep the area around our equipment clean. Recently we have had an increase in customers contacting us about slower than usual speeds, equipment that is turning off on it’s own, or no longer powering on. A large majority of the issues have been caused by modems that were not taken care of, causing a failure of the internal components.
We will not warranty replace or repair modems that are:
- Covered in animal pee or poo.
- Covered in maggots
- Covered in roach droppings, live roaches, full of dead burnt up roaches, etc
- Covered in tar, honey, etc
When you complain to us about equipment issues, and then we open the equipment up to find these things, we WILL charge you the full cost of a new replacement modem, and possibly an administrative or cleanup fee if you cause our office or desks to be contaminated with any of the above listed or similar problems.
It is NOT our fault, if your equipment fails or under performs due to you not keeping the modem or area around the modem clean.
See this example, brought in by a client this week because “it wouldn’t work” .. This is NOT covered by our warranty. When your modem shorts out because there are hundreds of baby roaches living in it, that is NOT our fault.
Sardis Telecom is prepared for the inclement weather approaching. All of our staff will be working from home until Thursday. We will not be available by phone during this time, however we will have extra technical support staff keeping an eye on the network conditions and customer portal to offer any assistance needed.
All issues that are not Technical Support emergencies will be held, and handled after the winter storms.
We ask all of our customers to be prepared for the weather that is coming, and we hope everyone is able to stay warm and safe.
I am pleased to announce that due to the hard work of our staff, we are officially almost caught up with the unprecedented demand caused by COVID-19. We have had an extended delivery time for new service for the past 11 months. As of today January 20th, 2021, we are officially back on on track. All orders placed up to todays date should ship by mid next week. Moving forward new orders should only take 3-5 days for delivery.
Due to staffing shortages related to COVID-19, we have modified our phone based sales, and customer service hours to the following until further notice.
We will be accepting phone calls Tuesday, Wednesday, Thursday, Friday and Saturday 1pm to 5:30pm.
Our billing department will be open every Friday from 1pm to 5:30pm.
We will still have 24/7 sales, customer service and technical support using the customer portal, and helpdesk. https://my.sardistel.com
Thank you for your understanding.
Sardis Telecom has updated it’s billing policy, effective 1/15/2021.
Important changes to be aware of, effective immediately:
- Invoice’s are generated 7 days before due date, and emailed to email address on file. Additionally, all current and past invoices are always available in the customer portal.
- Invoice’s are considered past due after 5pm CST on the due date.
- Account credits will now be automatically applied to any new invoices.
- Accounts will now be automatically suspended or limited when past due. Accounts that are suspended will be fully disconnected from the internet until payment or payment arrangement is made. Accounts that are limited will be limited to 1Mbps, and will remain limited until payment or payment arrangement is made. Limited accounts will be fully suspended after 72 hours.
- Invoices that are past due, and no payment arrangements have been made will be subject to an automated late fee of $10.
- Accounts that are limited or suspended, may take up to 24 hours to be re-connected after payment or arrangement is verified.
Our goal is not to be “hard asses” but instead to get customers to work with us to resolve any outstanding balances, and to make payment arrangements before accounts go into delinquent state. We are happy to provide extensions, and make special arrangements as needed. We just need to be contacted before it becomes a problem. Communication is key.
So please contact us if you need assistance, we are happy to work with you.
Great news. All services for our customers should now be restored, as of 11:05pm CST on 12/26/2020. If your modem still has a red light, please unplug it from power, leave off for 10 full minutes, and then plug back into power.
If this does not resolve your issue, please open a support ticket.
In our network monitoring, we show all monitored devices back online.
** Please note, that some traffic is being diverted to other transit facilities, as AT&T is still restoring all fiber connections to towers and other infrastructure. You may experience some slower than usual traffic until things calm down a bit**