Sonic Technical Support will close early at 5 PM on Friday, July 4th. We will return to our regular 8 AM to 10 PM operating hours on Saturday, July 5th.
Our Network Operations team will remain available with reduced staffing for our enterprise, dedicated circuit and colocated customers.
The Billing and Consumer Sales teams will be closed on Friday, July 4th for the holiday and will return to normal operating hours on Saturday, July 5th.
We’ve been working on several improvements to our recursive DNS cluster configs to improve performance across the board and better support network growth in new regions beyond our existing service foot print in Northern and Southern California and have rolled out several config changes to the DNS proxies that handle ns1 and ns2.sonic.net over the past week. What we believed was to be the last of those changes was pushed out this afternoon to the entire fleet after having cooked properly on a few systems at 3:15PM. After that change was pushed, a significant portion of IPv6 DNS requests appeared to be black holed by some of the servers. The issues continued until about 3:46PM. We are still unclear on the root cause of this but all services are currently stabilized and running as expected at this time. We will continue to investigate in the hope that we can identify the cause, it seems possible it could be a bug in the dns specific load balancing software itself.
It is worth noting that our expectation was that most clients would have both v6 and v4 servers configured but it is evident that is not the case and it is likely that the majority of v6 enabled clients on our network with no fail over to v4 requests. If you have static configured name servers, we’d suggest you list both the v6 and v4 address listed below.
2001:5a8::11
2001:5a8::33
50.0.1.1
50.0.2.2
-Kelsey, William and the rest of Systems.
UPDATE: Login and Email issues should now be fixed. If you are still experiencing issues accessing services on your Sonic account, please reach our to our Customer Support group:
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A small subset of customers may be experiencing issues with accessing Email, Member Tools, and other services which require logins. The Operations team is investigating the issue and working quickly to restore regular service. This should not impact connectivity services.
Update: This maintenance is complete.
This maintenance has been rescheduled for Thursday, June 6th at 10PM PST.
On Thursday May 29th, beginning at 10pm PST we will be upgrading components of our customer VPN infrastructure. In order to facilitate these upgrades there will be a small window of downtime for the service. It is estimated that the window for this operation should span no longer that 30 minutes, and during that time the service availability may fluctuate. Thank you for your understanding and support – Sonic System Operations
This morning, starting just before 6:00AM PST, one of our IMAP mail servers started causing errors for a small number of mailboxes assigned to it. Symptoms included failure to retrieve emails, failed logins, and general slowness. Our operations team was notified by Customer Support of the resulting email outage as of 9:00AM and restarted the impacted server to return it to normal service by 9:15AM. At this time, email service should be stable. Our Operations team will be working to better isolate future failures in the future, ensuring a quick return to stable, reliable service.
Update: Maintenance complete. Some unexpected instability was encountered with the mail cluster which caused the maintenance window to run long.
Beginning at 11pm tonight (4/2/2025), System Operations will be performing updates to the following systems:
Maintenance work for each system is expected to be very brief, and the overall maintenance period is scheduled for one hour. An update will be sent upon completion.
Updates Complete as of 11:35PM PST.
Tonight (March 27th) at 10pm PST, we will be performing maintenance on the following services:
Email (IMAP/POP)
Webmail
VPN
This process should take no more than one hour and may cause any open connections or sessions to disconnect as systems are rebooted. Thank you for your patience.
— Joe M @ Sonic System Operations
Update: 3:54 AM Maintenance is completed
March 12th, at 2:00 AM we will be performing maintenance on our phone switch. No voice service interruptions are expected as a result of this maintenance, but commportal.sonic.net will be unavailable for 5 minutes during this maintenance window. The maintenance window for this is 3 hours.
~Network Engineering
Update: 4:00 AM Maintenance is completed.
March 11th, at 2:00 AM we will be performing maintenance on our phone switch. No voice service interruptions are expected as a result of this maintenance, but commportal.sonic.net will be unavailable for 5 minutes during this maintenance window. The maintenance window for this is 3 hours.
~Network Engineering
Update: March 4th, 2:50 AM Maintenance is complete.
March 4th, at 2:00 AM we will be performing maintenance on our phone switch. No voice service interruptions are expected as a result of this maintenance, but commportal.sonic.net will be unavailable for 5 minutes during this maintenance window. The maintenance window for this is 3 hours.
~Network Engineering