Month: January 2014

7075473400 Unreachable

At 2:30pm today our primary technical support number in Santa Rosa, 1-707-547-3400, started returning busy signals. We are working with our vendors to get this resolved as soon as possible.  We have a tentative ETR of 4:00pm. Our toll-free contact number of 1-888-766-4233 continues to work normally.

Update (6:15PM): Initial troubleshooting on the 707-547-3400 circuit has led to investigation being forwarded to the LEC. We expect resolution sometime tonight, but have no ETR. Again, our Technical Support staff can still be reached via our toll-free 1-888-766-4233 alternate number. Thank you for your patience.

Update (11:25AM): Further troubleshooting continued late last night and through the morning. Our latest ETR is noon.

Update (11:57AM): Service to our primary technical support number was restored at approximately 11:40AM today.

Update 1/27/14 (12:45PM): At approximately 12:30PM our primary technical support number went offline. We are coordinating with our vendors to get this resolved as soon as possible. Again, our 1-888-766-4233 toll-free number is still available.

Update 1/27/14 (3:10PM): 707-547-3400 is responsive as of 2:50 today. Our vendor has replaced an outside cable span. We do not anticipate any further issues.

FlexLink Long Range Router Maintenance

Update (12:41AM): This maintenance is now complete.

 

Tonight, starting at 11:59 PM,  I will be performing further maintenance on a router that services FlexLink Long Range customers in the eastern Santa Rosa area. Downtime is expected to be less than 45 minutes.

– Robbie

Intrusive FRATM Maintenance

This Monday, January 20, starting at 11pm, we will be performing maintenance affecting FRATM customers in the Sacramento area. Expected downtime is 30 minutes.

Update January 20th 11:07pm – This maintenance is now complete. Actual downtime was under 1 minute.

-Nathan

Emergency Router Maintenance

Update (12:25AM) – This maintenance is now complete.

Tonight, starting at 11:59 PM,  I will be performing emergency maintenance on a router that services FlexLink Long Range customers in the eastern Santa Rosa area. Downtime is expected to be less than 15 minutes.

– Robbie

NTP Vulnerability Fix

We are working with our CPE vendor, Pace, to patch a vulnerability in the 4111N CPE that leaves the device vulnerable to NTP amplification attacks.
A patch will be pushed to all Pace 4111Ns on our network as each device checks in with the ACS over the next 24 hours. Rebooting the device will allow the patch to be applied immediately. Connectivity should not be interrupted as a result of this update.
– Adam E. and the Support Team.

Fusion/FlexLink Intrusive Maintenance

This evening, beginning at 12:00AM, we will be performing intrusive maintenance on equipment serving Fusion and FlexLink customers in the Sacramento area. This will also include customers in North Highlands, Woodland, Fair Oaks, and Orangevale. Expected downtime is less than 15 minutes for affected customers.

-Tim

Update: This maintenance window has been rescheduled for this evening at 12:00AM.

Network Maintenance

Tonight, January 13, starting at 11:59 pm, we will be performing maintenance on equipment serving FRATM and Business-T in northern California, as well as equipment serving a small subset of legacy DSL subscribers in the Bay Area and Los Angeles. Expected downtime is less than 10 minutes.

Update: Maintenance complete.

-Tomoc

System upgrades

UPDATE: Upgrades complete.

Tonight we will be performing upgrades to our mail servers starting at 11:59 pm. Downtime is expected to be brief.

 

–Grant and SOC.

Fusion billing error

For a subset of Sonic.net Fusion and business voice customers who were billed on January 5th 2014, Federal Universal Service and State 911 tax amounts were computed in error. Credits have been applied to all affected customer accounts.

-Dane