LA Area Outage (affecting Enterprise Customers)

UPDATE: 11/25 9:27a – We have reports that the problem has been found on our vendor’s network and repairs are underway. We will continue to post updates here as they come in.

 

11/25 8:55a – We are getting reports of an outage that is affecting several Sonic Enterprise customers in the Los Angeles area. We are actively working to resolve this issue and more information will be posted here as it becomes available.

 

 

Berkeley Area – Fusion Fiber Maintenance

Update 11/24/20 4:23AM: This work is now complete

Tomorrow (11/24/20), starting at 02:00 AM, we will be performing maintenance affecting Fusion Fiber customers in the Berkeley area. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.

-Network Engineering

System Maintenance

Update: Maintenance complete.

Tonight beginning at 11pm PST we will be applying upgrades to multiple systems including customer database servers, shell server, webmail, and our VPN servers. We expect to complete the maintenance within 2 hours.

Parts of Sonic inaccessible due to large DOS attack

Update: This has been resolved.

Currently we are experiencing a large denial of service attack aimed at several sonic services. We are working on mitigating this attack and restoring service as quickly as possible.

Webmail, parts of of our web cluster, and sonic.com are some known services unreachable at this time. If you are having trouble reaching them please be patient. We are working as quickly as possible to resolve this issue.

 

East Bay – Fusion Fiber Maintenance

Update(6:26am): Service was restored for the the majority of subscribers inside the affected maintenance window. A subset of subscribers had service restored by 5:20am, as they required manual intervention to restore service.

On 11/20/2020 at 2am we will be performing maintenance on hardware serving Fusion Fiber customers in the East Bay. This is intrusive maintenance which will not impact voice services, but will cause data connectivity to be intermittent between 2am – 4am. The maintenance window is three hours and should conclude by 5am.

-Sonic Support

Petaluma – Fusion Fiber Maintenance

Update 11/20/2020 1:07 PM: Maintenance successfully completed.

On 11/19/2020 at 11:59PM, we will be performing maintenance on hardware serving Fusion Fiber customers in Petaluma. We expect this work to be non-intrusive to customer traffic. The maintenance window is 4 hours.

-Network Engineering

Sonic Support holiday hours for 11/26/2020

Hello Sonic Customers!

 

We at Sonic hope you have a safe and relaxing holiday! Sonic Support will have modified hours for 11/26/2020. We will have our phone, sms(text messaging) and email support will be open between the hours of 8am-5pm.

 

Happy Gobble Gobble Day!

 

-Sonic Management.

Burlingame – Fusion Fiber Maintenance

Update 11/17/2020 10:40 PM: This maintenance has been canceled.

On 11/17/2020 at 11:59PM, we will be performing maintenance on hardware serving Fusion Fiber customers in Burlingame. We expect this work to be non-intrusive to customer traffic.  The maintenance window is 4 hours.

-Network Engineering

System Maintenance

Update: This maintenance is complete.

Tonight beginning at 11pm PST we will be applying upgrades to multiple systems including customer database servers, shell server, members tools, webmail, and our VPN servers.  We expect to complete the maintenance within 2 hours.