Month: July 2008

Customer mySQL maintenance tonight

Tonight, at 1:00AM PDT I will be performing maintenance on custsql as well as documenting some performance statistics. A few customers may receive a “too many connections” message when their client attempts to connect to the system during this short period.

Update: All maintenance performed with no customer service interruption.

–Don

Sonic.net’s 14th Birthday!

Technical Support will be closed between 11am and 6pm today as Sonic.net celebrates its fourteenth birthday. The NOC Hotline will still be available for our co-located and high capacity customers. Any voice-mail messages left while we’re out will be returned promptly when we return. We apologize for the short notice.

Dynamic DSL Subscriber Rebalancing

Tonight at midnight, we will be moving some of our dynamic IP DSL subscribers from a heavily loaded SMS to a less-loaded one. This will only affect a small subset of customers in LATA1, which may see 5-10 minutes of downtime as their circuits are migrated and DHCP leases renewed. If you find that you are affected by this move, you may want to reboot your computer and/or router when you lose connectivity. The reboot will clear your DHCP lease, and may allow you to pick up a new lease more quickly.

-Jared

Update: The subscriber move has been completed as planned. There were no problems with the migration, and all affected customers should be back online, only having experienced a few minutes of downtime at most.

ATM Hardware Maintenance

This Friday at 12:01 AM we will be inserting an interface card into one of our ATM switches at our San Francisco POP. This new card will allow us to continue to expand our ATM infrastructure to support DSL growth. Card insertion is not expected to cause any interruption of service to customers served by this ATM switch.

Update: This maintenance has been completed with zero customer impact.

-Jared and Nathan

Router Software Maintenance

Tonight at midnight, we will be reloading one of the routers that serve Business-T and FRATM in Northern California onto new software. We expect this new software to resolve the performance problems that have cropped up periodically on this router.

All customers served by this router will suffer less than 10 minutes of downtime during this reload.

-Jared, Dusty and Tim

Update: The software upgrade has been successfully completed. All affected customers were offline for less than 5 minutes.

Phishing Warning

Starting around 3:00 AM this morning, emails have been going out to our customers instructing them to provide their password for email maintenance. The email is a phishing scam. Phishing is a type of malicious email designed to acquire personal information and aid in Identify Theft. Sonic.net will never ask for account details via email.

We have blocked the source of the phishing scam, and we are in the process of contacting every customer who has replied to fraudulent e-mail. Please call Sonic.net Support if you need your password reset.
– Adam and Josh

Phone system outage

Our phone system is not taking incoming calls this morning. We are working with the phone system and phone line providers to get the issue resolved as soon as possible. Please feel free to use our LiveHelp system linked to from the navigation pane of the website, or email support@sonic.net for non-urgent requests. Thank you for your patience.

Update — We have isolated the issue to our phone line provider and they are continuing to work on resolving the issue as soon as possible. We will continue to work with them until this has been resolved. The network operations hotline is still in service for co-location, and hi-cap customers. Thank you again for your patience.

Update 10:21a.m. — Phone lines are back up at this time.