San Francisco Fusion Fiber Emergency Maintenance

Update 4/20/19 12:38am: This maintenance is now complete.

Tonight, 4/19, starting at 11:59pm, we will be performing emergency maintenance to mitigate an issue causing intermittent latency and packet loss towards a subset of Fusion Fiber customers. Customer down time is expected to be less than 10 minutes.

-Network Engineering

Systems Maintenance

Update: Maintenance is complete.

Tonight, beginning at 11pm, we will be applying updates to several systems including our main sonic.com page and the speedtest server. Any interruptions to services should be brief and we expect to complete the maintenance within 2 hours.

Comcast DNSSEC issues

We’re investigating DNSSEC failures for the comcast.net and comcast.com domains which are causing delays and errors for inbound and outbound mail due to inability to resolve Comcast domain names. We have mitigation in place now to prevent issues.

Any messages that may have failed to deliver should be re-sent and will now succeed.

– System Operations

Phone Switch Maintenance

Update: 1:10 AM Maintenance is complete.

Tonight 4/11/2019 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

Voice Mail Update

To save our customers time we are updating our voice mail system on Fusion Fiber, Fusion IPBB and Enterprise voice services. We will be removing the auto generated message “At the tone please record your message when you have finished the recording simply hang up or press pound for further options.” The auto generated message is played after your personalized greeting. This update will only remove the auto generated message and leave your personalized message as is. The process of updating everyone with the new settings will take a few weeks to complete.

~Network Engineering

System Maintenance

Update: Maintenance is complete.

Tonight beginning at 11pm we will be performing maintenance to various systems including Webmail, Members Tools, and our VPN server. We expect to complete the maintenance within 2 hours, and any downtime for effected services should be brief.

San Francisco – Copper Outage

Update (11:30am): This outage has been resolved. If you continue to experience issues, please give our support team a call at your earliest convenience. We can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.

Update(8:39am): Replacement equipment is en route with an ETR of 3 hours.

As of 6:50 AM on 04/09, a small subset of copper customers in San Francisco are down. Our engineering team is working to restore connectivity as quickly as possible and we will update as more details become available. We apologize for any inconvenience.

Phone Switch Maintenance

Update: 12:32 AM Maintenance is complete.

Tonight 4/4/2019 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

San Francisco – Non-intrusive Fiber Maintenance

Update: 1:45 AM Maintenance is complete.

Tonight (4/04/19) at 11:59PM, we will be performing upgrades on equipment serving Fusion Fiber and FlexLink Fiber customers in Albany, Brentwood and Mission districts of San Francisco. We do not expect any customer impact during this time. Our maintenance window will commence until 4:00AM, but we expect no customer downtime.


-Network Engineering