San Francisco Area Fiber Outage 2/24/20

Update: At 5pm, core equipment serving impacted areas was brought down for emergency maintenance. Impacted areas now appear to be back online. If you continue to have issues, please powercycle your ONT or Gateway. If problems persist, call support at your earliest convenience.

At 1:30pm, an area in San Francisco experienced a brief power outage which resulted in loss of service. After power was restored, some fiber circuits became non-responsive. Network Engineers are assessing the situation, and we will provide more information here as it becomes available.

-Dan & Support

Sebastopol – Core Router Maintenance

Update 12:30AM: Maintenance has been successfully completed.

Tuesday, February 25, starting at 11:59pm, we will be performing maintenance on core equipment serving the Sebastopol area. No customer impact is expected. This maintenance window is 4 hours.

-Network Engineering

San Francisco – Fusion and Flexlink Intrusive Maintenance

Update 12:11AM: Maintenance has been successfully completed.

Tonight 02/20/2020 at 11:59pm we will be rebooting a device serving a small subset of Fusion and Flexlink customers in the San Francisco area.  The expected downtime is 10 minutes with a maintenance window of 4 hours.

– Network Engineering

Phone Switch Maintenance

Update 12:30AM: Maintenance has been successfully completed.

-Update – Maintenance has been postponed to 2/20/2020 at 11:59pm.

Tonight 2/19/2020 at 11:59 PM we will be performing maintenance on our phone switch. No service interruptions is expected as a result of this maintenance.  The window for this maintenance is 2 hours.

~Network Engineering

Los Angeles – Sonic Core Router Maintenance

Update 2:30AM: Maintenance has been successfully completed.

Tuesday, February 18th, starting at 11:59pm, we will be performing maintenance on core equipment in the Los Angeles Sonic network. No customer impact is expected. This maintenance window is 4 hours.

-Network Engineering

Brentwood Service Outage: Update

Update: At 9:30, data connectivity has been restored. If you are still experiencing loss of connectivity, please disconnect power from your ONT and Residential Gateway for at least 10 seconds, and plug it back in. If this doesn’t restore service, please contact support during normal business hours. Support is available 8am – 10pm, seven days a week.

Update: At 9:04pm, we have identified an issue with a  core piece of equipment serving the Brentwood area. Our Network engineers are working to address the failure. We have received reports of connectivity being restored, but are not yet 100% stable. More information will be provided as it becomes available.

At 1:18pm, our network engineering team became aware of voice issues impacting fiber customers in the Brentwood area. As of 4:58pm, data service became impacted as well. We are currently working to resolve these issues and will provide updates as more information becomes available.

-Sonic Support

Brentwood Service Outage

At 1:18pm, our network engineering team became aware of voice issues impacting fiber customers in the Brentwood area. As of 4:58pm, data service became impacted as well. We are currently working to resolve these issues and will provide updates as more information becomes available.

-Sonic Support

Service Outage in the Sacramento Area

2/14/2020 5:40PM – Sonic customers on our Legacy, Fusion, and Flexlink services in the Sacramento area are currently part of a known outage. Engineers are working to restore service, currently there is no ETA for resolution.

Legacy DSL Outage in the Sacramento Area

02/13/2020 2:35PM – The outage has been cleared and service restored. Please reach out to Sonic Support if you continue to have service issues.

02/13/2020 1:25PM – We are currently experiencing a Legacy DSL Outage in the Sacramento area. At this time there is no ETA on when the outage will be resolved but we are actively working toward resolution. We will provide updates here as the situation progresses.

UPDATE: Sonic Voice Mail Access Number Impairment

Update 2020-02-18 @ 1:39pm

Resolved: As if this morning, the access number for voicemail services on Fusion Voicemail (707-583-7700) is now routing to our equipment and access via this telephone number has been tested and marked resolved.

-Network Engineering

Earlier today, 707-583-7700, the direct dial extension for the Fusion Voicemail service stopped routing to our equipment.  This number is used to dial into the voicemail service used only for Fusion customers.  This does not affect the voicemail services for IPBB, Fiber, or most enterprise voice service customers.  In addition, this has no impact on the Fusion Voicemail’s system functionality to record new messages.

There are several other methods to check your Fusion voicemail.  The easiest being to call your own telephone number and press * while the greeting plays to access the login prompt.  If you call the number from itself, it will bypass the greeting and go directly to the prompt. If you need to access voicemail for a different Fusion telephone number, you may temporarily use 707-521-0107 in place of 707-583-7700.  And, of course, you can always access it directly in your email client using your sonic.net IMAP account in the Voicemail folder.

Update: Edited to clarify impacted services and provide suitable workarounds.