Systems Maintenance

Update: Maintenance complete.

Tonight beginning at 10PM PST we will be performing some maintenance on our shared web hosting cluster.  We do not anticipate any disruption to hosting services during this operation, and we expect to complete the work within 2 hours.

Fusion Fiber Maintenance – San Francisco, Berkeley Areas

Update: This work concluded at 3:30 A.M with all post-checks completing successfully.

Update: This work has been postponed to 7/29/21 @ 2 A.M.

Tomorrow morning (7/28/21) at 2 A.M we will be performing routine system maintenance on a small subset of Fusion Fiber customers in the San Francisco and Berkeley areas. Data and voice services will be interrupted briefly. The maintenance window is 3 hours.

~Network Engineering

Systems Maintenance

Update: maintenance complete.

Tonight beginning at 10pm we will be applying upgrades across multiple systems including our shell server cluster.  Any downtime to effected systems should be very brief, and we expect to complete the maintenance within 2 hours.

Northern California Core Maintenance

Update 12:15am: This maintenance is now complete.

Monday, 7/19/21, starting at 11:59 PM, we will be performing maintenance on core routing equipment in the Ukiah area. We do not expect this work to cause any customer impact. The maintenance window is open until 4am.

-Network Engineering

Moraga, Hercules, San Ramon, San Rafael, Tiburon – Intrusive Maintenance for Fusion and FlexLink Copper Services

Update – Maintenance postponed

Update – Maintenance postponed to Thursday 7/22/21, starting at 2:00am

Wednesday, 7/21/21, starting at 2:00 AM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Moraga, Hercules, San Ramon, San Rafael and Tiburon. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 2 hours.

-Network Engineering

Sonic Fiber Outage in Albany

Update – 11:00pm 7/14  Sonic repair crews were able to fix the issue and all customers appear to be back up.

 

We are currently experiencing a Fiber service outage in Albany. We’ve dispatched a team into the field to investigate the issue and work toward resolution. We will post updates here as we get them.

– Sonic Support team

 

Ukiah, Mendocino, Fort Bragg – Service Outage

Update – 5:40pm 7/8/21 All repairs have been finished and full service has now been restored.

Update – 4:55pm 7/8/21 Repair crews are continuing to repair and test at this time. Still no ETR for complete repair.

Update – 7:50am 7/8/21 Repair crews have isolated the issue, and work is partially completed. Repair work to continue this morning.

Update – 6:04pm 7/7/21 Repair crews are still working to repair service. Additional help has been engaged to assist with the restoration effort.

Update – 8:55am This is a confirmed fiber cut through our cabling vendor. They are working to repair the damage right now, will update when more information is available. Partial connectivity was restored last night through an emergency link with limited bandwidth. No ETR as of yet.

Today at 5:40pm 7/6/2021, we began experiencing network connectivity issues to Ukiah, Mendocino, and Fort Bragg. We are working to restore connectivity as quickly as possible and will update as more details become available.

– Sonic NOC

Independence Day

Hello Sonic Customers!

Whether you’re celebrating with with friends and family or taking this time to reflect on our country, we here at Sonic would like to wish you a Happy Independence Day. We will have modified hours of operation for customer care, and will be open from 8am-5pm 7/4/21 and will resume normal business hours on 7/5/21. Our 24×7 network operations team will remain on call for our Enterprise, dedicated circuit and collocated customers.

 

-Jerriel & Sonic Support

Telephone Reachability Issues

Update: 6/24/21 3:15 PM – Multiple inbound carriers have made re-routes to work around the reachability issues we have been experiencing. Due to the nature of telephone network routing we do not have control over how calls make it to our network. We will continue to collect examples, escalate, and test with the other telephone companies involved  If anybody continues to experience dialing delays when calling Sonic customers please open a trouble case with your phone company. We are actively engaged with Verizon, Comcast, and Bandwidth to discover which telephone carrier in the call path is causing these troubles.

Update: 9:37 AM – We have made progress with inbound carriers and our testing has yielded an improved call completion rate. We are continuing to test and work with other inbound routes to isolate and resolve any lingering dialing issues.

We are currently investigating inbound call issues to Sonic customers. The problem does not seem to be systemic at this time, but with some calling parties to Sonic telephone numbers. Symptoms include Post Dial Delay (PDD) after dialing into a Sonic telephone number, and occasional error messages played back to the calling party. We have escalated the issue with the call paths that lead to us and are working to resolve.

~Network Engineering

Systems Maintenance

Update: Maintenance complete.

Tonight beginning at 10 PM PST we will be applying upgrades to multiple systems including our VPN cluster.  We estimate any downtime to impacted services to be very brief, and we expect to complete the maintenance within 2 hours.