Announcements

Announcements

AT&T Modem Issue – Starting October 1st 2021

Attention SardisTEL customers,

Some customers with older v2, v3 and v4 modems will have issues connecting to the Internet starting October 1st 2021. This is caused by changed AT&T is making to it’s core network and tower equipment, as they phase out the AT&T 3G network. This was expected to happen in February 2022, as you can see in this information listed on AT&T’s website. However, without any advanced notice AT&T chose to start this process early, and without pushing firmware to all affected devices to ensure they would connect properly to LTE only sites.

https://www.att.com/support/article/wireless/KM1324171

As a result of their failure to properly update all devices, approximately 1,886 SardisTEL customers have found themselves without internet. If you are affected by this, and did not get the emergency notification we sent out, please see the following page for more information, and to get your equipment repaired, so you can get back online

If your modem is 100% offline, and a reboot does not resolve the issue, please go to: https://www.sardistel.com/3g

We are sorry for the inconvenience, and we were blind-sighted by AT&T’s failure to follow their own timeline and procedures.

Returning to normal

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.

Network Upgrades, May 2021

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.

Upgrades are coming

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.)

 

Known Issue – Frequent Modem Reboots

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.

Please keep your Sardis Telecom equipment clean

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.

Inclement Weather – February 14th – 17th 2021

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.

Thank You

We are almost caught up

Good Afternoon,

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.

Sincerely,

Sardis Telecom