Month: August 2015

FTTN Non-Intrusive Voice Maintenance

Beginning tonight at 11pm I will be upgrading the firmware of all ATA’s for FTTN customers.  This will cause the ATA to be temporarily unavailable as it upgrades for about 5-10 minutes.  The upgrade process will no initiate if you are on a call at that time, so do not worry about call drops.  ATA’s check their config every hour so most of you should not notice the upgrade till midnight.

Thank you


Update: Maintenance is now complete.

Thank you

Fusion/FlexLink Intrusive Maintenance – San Francisco

Update (2:45AM): This maintenance is now complete.

Beginning tonight at midnight I will be performing maintenance on equipment serving Fusion and FlexLink customers homed off the snfcca13 central office in San Francisco. Downtime could be as long as 2 hours for this operation.

– Robbie

Call Center Virtual Hold Issue Resolved

When Sonic customer service hold times exceed a few minutes, we offer “virtual hold”, allowing customers to receive a call back when their turn comes up. But over the last couple months, Sonic’s callback assist system reached an internal capacity limit and was sometimes silently failing to make the scheduled return calls. This occurred intermittently for some weeks.

For any who experienced a failure to receive a return call, please accept our apologies! We have increased capacity to remedy the issue, and will watch closely for this in future.

If you need to reach support by phone, you can request a call in queue without waiting on hold by clicking on “Request a Call” on the Support page at You can also access our Member account tools to make updates to your account, payment info and services, via the Member Tools link at the top right of our home page.

-Dane, Eli & Jasper

Non-Intrusive Network Maintenance

Tonight, August 17, starting at 11:59pm, we will be performing maintenance on equipment serving our Santa Rosa data center. No customer impact is expected.

Update(12:33am): Maintenance complete


System Maintenance Tonight

UPDATE: Work complete.

Tonight at 11:59 pm we will be running updates for customer facing and backend systems. Expect brief interruptions to the following services:

  • SMTP
  • Membertools
  • Webmail
  • IPv6 tunnels

– Grant and SOC

Fusion/FlexLink Intrusive Maintenance – San Francisco

Update(4:30AM): This maintenance is now complete.

Update(8/10/2015): This maintenance will take place tonight at midnight.

Update( 11:40P): This maintenance has been delayed to a future date.

Beginning tonight at midnight I will be performing maintenance on equipment serving a small subset of customers in San Francisco. Expected downtime for this maintenance could be up to two hours.

– Robbie

Non-Intrusive Voice Network Maintenance

Tonight beginning at Midnight I will be preforming an upgrade to a piece of our phone service equipment in Santa Rosa.  This is non-service impacting and you should experience no issues with your phone service.  Expected time of completion is ~30 minutes. Thank you


Update: 12:17pm – Maintenance has been pushed till tomorrow night.

Update: 12:21am – Maintenance is now complete