Customer Support Inbound Call Issues

Update – 6:25pm: This issue has been resolved and service restored. If you need to reach support feel free to give us a call.

Update – 1:30pm: We are still experiencing issues inbound to our call center. While we work toward resolving the persistent phone issues, we’re available to assist you via the following channels:

Email

  • Technical Support: support@sonic.net
  • Billing: billing@sonic.net

 

SMS

  • 707-800-4624

 

Social Media

 

Update – 11:55am: Calls inbound to the call center are currently operational. We are still working with our provider to address the root issues. We sincerely apologize for the inconvenience and will provide more updates as we are able.

Update – 10am: If you require assistance, reach out to us via Facebook or Twitter and we’ll do our best to coordinate a call with one of our support representatives. Please provide your username and contact information, as well as a brief description of the issue you’re experiencing, and we’ll follow up as soon as we’re able.

Update – 8:15am: We are still experiencing issues with inbound calls. We have continued to work with our provider to restore service but do not yet have an estimated time of repair, and ask that if you require assistance at this time to reach us via email (support@sonic.net) and SMS (707-800-4624). Thank you for your continued patience.

Update – 6:50pm, we have confirmed the inbound call issue is with our provider and are currently working with them and upstream carriers toward resolution. This issue has the highest priority but we do not, at this time, have an estimated time of resolution. In the meantime the Sonic Support team is still available via email, SMS and social media platforms.

At 1:40pm, we became aware of an issue impacting all inbound calls to our customer support team. We are investigating the issue and hope to restore functionality as soon as possible.

We apologize for the inconvenience and will provide subsequent updates as soon as we are able.

-Sonic Support

IMAP/POP3 Server Upgrade

Update: This has been postponed.:

 

Tonight at 11:59pm we are upgrading our IMAP/POP3 proxy servers to a newer version. This upgrade will include several bug/security fixes, as well as allow us to update some of our SSL security settings to more modern standards. The upgrade itself will require all currently connected clients to reconnect, which most clients will do seamlessly. If there are any problems connecting to the IMAP/POP3 service after the update, please contact support.

-SOC

Balboa, Benicia, Buena Park, Brea, Corona Del Mar, Santa Ana – Intrusive Maintenance for Fusion and FlexLink Copper Services

Update: 2:05 AM Maintenance is completed.

Monday, June 1, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Balboa, Benicia, Buena Park, Brea, Corona Del Mar and Santa Ana. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.

-Network Engineering

System Maintenance

Update: Maintenance is complete.

Tonight, beginning at 11pm, we will be applying updates to multiple systems including our customer shell server, database servers, and our VPN servers.  Any service interruptions should be brief and we expect to complete the maintenance within 2 hours.

Phone Switch Maintenance

Update: 2:28 AM Maintenance is complete.

May 26th 2020 at 11:59 PM we will be performing maintenance on our phone switch. No service interruptions are expected as a result of this maintenance.  The window for this maintenance is 4 hours.

~Network Engineering

Sunnyvale Fusion DSL Outage

5:27pm: Network functionality has been restored. If you continue to experience any issues with service, please call our technical support team at your earliest convenience.

3:50pm: Network Technicians are on site determining the nature of the issue and are working to restore connectivity.

At 11:45am we became aware of an outage impacting Fusion DSL customers in Sunnyvale. We are actively investigating, and hope to restore service as soon as possible. We appreciate your patience and will provide further updates as we are able.

-Sonic Support

System Maintenance

Update: We are rescheduling this maintenance.

Tonight, beginning at 11pm, we will be applying updates to various systems including our customer shell server, database servers, and our VPN servers.  Any service interruptions should be brief and we expect to complete the maintenance within 2 hours.

Sebastopol – Emergency Maintenance for Fusion Fiber Services

Update(12:30AM): Maintenance is now complete

 

Thursday, May 20, starting at 11:59 PM, we will be performing emergency maintenance affecting a small subset of Fusion Fiber customers in Sebastopol. Expected down time is approximately 10 minutes. The maintenance window is 30 minutes.

-Network Engineering