Customer Care Closing Early 11/23

Customer Support will be closing at 5:00pm Thursday, November 23rd due to the Thanksgiving Holiday, and will re-open Friday, November 24th at 8:00am.

Our 24×7 network operations team will be on call for our enterprise, dedicated circuit, and co-location customers.

San Francisco – Fusion Fiber Intrusive Maintenance

UPDATE: Maintenance complete

 

Tonight 11/20/2017 at 11:45 PM, a small subset of customers in the San Francisco area will experience brief service interruption as Fiber crews perform maintenance on a damaged fiber splice.  Expected down time for maintenance is expected to be 1 to 2 hours.

-Sonic Network Operations.

System Maintenance

UPDATE: Maintenance complete

 

Starting at 11:59pm this evening, SOC will be running updates on multiple customer facing systems. The following services may experience brief outages during the maintenance window:

  • Webmail
  • Customer Databases
  • Faxline
  • Member Tools
  • Forums
  • Sonic.com
  • Wiki
  • Fusionbroadband.com
  • IPv6 Tunnel service
  • POP3/SMTP/IMAP

This post will be updated when the maintenance is complete.

-SOC

San Francisco – Fusion Fiber Intrusive Maintenance

Tonight on 11/15/2017 at 11:59PM, we will be upgrading equipment serving a subset of customers in the San Francisco area.  Expected customer downtime is 15 minutes while the equipment reboots.  The maintenance window will be 5 hours.

-Network Engineering

 

Update(3:47am) Maintenance is now complete

Northern California Legacy DSL Partial Outage

We are currently investigating a legacy DSL outage that affects a sub-set of users in Northern California. We are actively working to resolve this outage and restore services as soon as possible.

  • Network Engineering

Update: This issue has been resolved. If you’re still experiencing connectivity issue’s, then please reboot your modem/router prior to contacting Support.

Update(6:16pm): An separate hardware issue causing some customers to experience significant packet loss has been isolated and resolved. At this point, we believe all connectivity issues relating to this maintenance have been resolved.

San Francisco – Fusion Fiber Maintenance

Tonight on 11/14/2017 at 11:59PM, we will be upgrading equipment serving a subset of customers in the San Francisco area.  Expected customer downtime is 15 minutes while the equipment reboots.  The maintenance window will be 5 hours.

-Network Engineering

Update(3:51am) Maintenance is now complete

Sebastopol – Fusion Fiber Intrusive Maintenance

Tonight, 11/14 at midnight we will be upgrading equipment serving Fusion Fiber customers in the Sebastopol area.  Expected customer downtime is around 30 minutes while the equipment upgrades and reboots.  The maintenance window will be 2.

-Network Engineering

 

Update(12:30am) Maintenance is now complete

Extended Customer Care Meeting 11/10

Customer Care will be closed from 2:00pm to 3:00pm on Friday, November 10th to hold our annual benefits meeting.

Our 24×7 network operations team will be on call for our enterprise, dedicated circuit, and co-location customers.

– Andrew & Support

San Francisco – Fusion Fiber Outage

During emergency maintenance yesterday evening (11/8/17) a portion of Fusion Fiber customers in San Francisco experienced loss of service. We are currently working to restore service to the affected customers.

Update: Support has restored service to all customers that could be repaired remotely. Support is compiling a list of customers still affected by the outage and reaching out to them to get service restored.

Update (1:15 pm): All services affected by the outage are now restored.  If you are having any problems with your Fiber service please contact Support.

Brentwood – Fusion Fiber Intrusive Maintenance

Next week,  11/13/2017 through 11/16/2017 starting at 11:59pm, Sonic will be upgrading equipment serving Fusion Fiber customers throughout the Brentwood area.  Expected customer downtime is 15 minutes while the equipment reboots.  The maintenance window will be 5 hours for each night.

-Network Engineering

Update(11/15 3:49am) – upgrades to all locations in the Brentwood area are now complete.