Outage affecting a subset of customer in SF

Update: This outage has been marked clear. If you are still having issues please give our Tech Support Team a call at 1-855-394-0100 8am-10pm 7 days a week.

 

Hello Everyone!

 

We are currently aware of an outage in SF that is affecting a subset of customers. If you have not already please power cycle the ONT and router and see if this resolve the issue. We are working towards resolving this issue as quickly as possible.

 

-Sonic Support

Sebastopol – Fiber Intrusive Maintenance

We are pleased to announce that on Thursday evening we will be enabling native IPv6 support in Sebastopol for our fiber customers. This will be deployed in a dual-stack configuration that supports both SLAAC and IA-PD protocols. The process will start on 8/18/22, at 11:59PM. Fiber customers in the Sebastopol area will experience a brief service interruption while we perform configuration changes necessary to bring up IPv6. The expected downtime is about 20 minutes. The maintenance window will be 4 hours.

IPv6 is an important deployment as it provides significantly expanded address space. As the number of devices that need access to the Internet continues to grow, so does the need for additional addressing. For more information about IPv6, check out this link:

https://help.sonic.com/hc/en-us/articles/8242850487575-IPv6

Over the coming weeks and months, we will be deploying IPv6 to all our fiber customers. Our SmartRG and eero rental devices are fully compatible and will work in their standard configuration.

We conducted thorough internal testing but are unable to test for every scenario. We don’t expect any issues, however, if you encounter anything out of the ordinary, don’t hesitate to reach out to our support team.

– Network Engineering

Voicemail Outage (Resolved)

Customers on our Fusion DSL platform were unable to leave voicemail messages or listen to them between approximately 10:00AM and 1:30PM PST today. This was due to a configuration error which was applied after routine maintenance. We have fixed the underlying configuration and will be adding monitoring to ensure that we catch this failure state in the future, should it re-occur.

— Joe M
Sonic System Operations

San Francisco – Fiber Intrusive Maintenance

Update 3:25AM: This maintenance is now complete.

Friday (8/18/22), starting at 2:00AM, a subset of customers in the San Francisco area will experience a brief service interruption while we perform some maintenance. The expected down time is about 30 minutes while the equipment upgrades. The maintenance window will be 2 hours.

Berkeley – Fiber Intrusive Maintenance

Update 8/12/22 3:00AM: Tonight’s maintenance is successfully completed.

Friday (8/12/22), starting at 2:00AM, a subset of customers in the Berkeley area will experience a brief service interruption while we perform some maintenance. The expected down time is about 30 minutes while the equipment upgrades. The maintenance window will be 2 hours.

– Network Engineering

San Francisco – Fiber Intrusive Maintenance

Update 8/5/22 2:50AM: Tonight’s maintenance is successfully completed.

Friday morning (8/5/22), starting at 2:00AM, a subset of fiber customers in the San Francisco area will experience a brief service interruption while we perform maintenance on hardware serving their connections. The expected down time is about 45 minutes. The maintenance window will be 4 hours.

– Network Engineering

Northern California Core Maintenance

Tomorrow night, 8/3/22, starting at 11:59 PM, we will be performing maintenance on core routing equipment in our northern California network.

This work is not expected to impact any customer connectivity. The maintenance window is open until 4am.

-Network Engineering

Sebastopol – Fiber Intrusive Maintenance

Update 8/03/22 1:55AM: This maintenance is now complete.

Tuesday night (8/02/22), starting at 11:59PM, fiber customers in the Sebastopol area will experience a brief service interruption while we perform maintenance on hardware serving their connections. The expected down time is about 45 minutes. The maintenance window will be 4 hours.

– Network Engineering

San Francisco – Fiber Intrusive Maintenance

Update: Tonight’s maintenance has been canceled due to unforeseen circumstances.

Friday morning (7/29/22), starting at 2:00AM, a subset of fiber customers in the San Francisco area will experience a brief service interruption while we perform maintenance on hardware serving their connections. The expected down time is about 45 minutes. The maintenance window will be 4 hours.

– Network Engineering

Novato – Sonic Business Fiber Intrusive Maintenance

Tuesday – 7/26/2022, beginning at 11:59pm, we will be performing intrusive maintenance affecting Sonic Business Fiber customers in Novato. Expected downtime within the maintenance window is approximately 20 minutes. The maintenance window is 4 hours.
-Network Engineering