Month: July 2017

Toll Free Number Calling Issue

Update (12:00pm): The issue looks to now be resolved.

 

Update (8:15pm): The current issue still exists. We are continuing to investigate and will be updating as new information is gathered.

 

Update (12:33pm): We have been able to resolve the issue for calls to Sonic hosted toll free numbers. This includes calls into our support lines. Because the current toll free calling issue is spread across multiple providers we have not been able to route around the issue for all numbers. We are still investigating and will continue to update this post.

We have received multiple reports of Sonic customers unable to call some toll free numbers. We are currently investigating which carrier is having the issue as this appears to have effected multiple providers. We will continue to post updates as we investigate.

San Francisco – Fusion/FlexLink Intrusive Maintenance

Update: Last night at about 12:21am, we uncovered a pre-existing routing issue that began affecting (as a result of this maintenance) a much larger customer pool than was originally anticipated. We were able to resolve the issue within about 30 minutes, but some customers may have experienced slow speeds and packet loss during this time. We do not anticipate this issue reoccurring.

Update (2:50AM): Maintenance complete

Update: This maintenance has been postponed until tomorrow night (7-20-2017) at midnight.

Beginning tonight at midnight, we will be performing upgrades on equipment serving a small subset of Fusion and Flexlink customers in San Francisco. This maintenance will not affect any Gigabit Fiber customers. Expected downtime for this operation can be up to 2 hours, but is typically less than 30 minutes for most customers.

-Network Engineering

Offices closing early 7/18

Sonic will close early to celebrate our 23rd anniversary, Tuesday July 18th.
Support will close at 6pm, and will return to normal hours the following day at 8am.

Our 24×7 network operations team will still be on call for our Enterprise, dedicated circuit and colocation customers.

– Dan and Support

Larkspur – Fusion/FlexLink Intrusive Maintenance

Update (2:25AM): Maintenance complete

Beginning tonight at midnight, we will be performing upgrades on equipment serving Fusion and Flexlink customers in Larkspur. Expected downtime for this operation can be up to 2 hours, but is typically less than 30 minutes for most customers.

-Network Engineering

System Maintenance

Update: Maintenance Complete

 

Tonight at 11:59 pm we will be running a maintenance window to apply software updates to multiple customer facing systems. The following services may experience brief interruptions:

  • SMTP/IMAP/POP3
  • Customer tools (Webmail, Membertools)
  • Hosted MySQL Databases.
  • IPv6 Tunnels

The maintenance window is expected to last 1 hour.

-SOC

Oakland – Fusion/FlexLink Intrusive Maintenance

Update (2:35AM): Maintenance complete

Beginning tonight at midnight, we will be performing upgrades on equipment serving a subset of Fusion and Flexlink customers in Oakland. Expected downtime for this operation can be up to 2 hours, but is typically less than 30 minutes for most customers.

-Network Engineering

San Rafael – Fusion/FlexLink Intrusive Maintenance

Update (1:26AM): Maintenance complete

Beginning tonight at midnight, we will be performing upgrades on equipment serving a subset of Fusion and Flexlink customers in San Rafael. Expected downtime for this operation can be up to 2 hours, but is typically less than 30 minutes for most customers.

-Network Engineering

San Rafael – Fusion/FlexLink Intrusive Maintenance

Update (2:35AM): Maintenance complete

Beginning tonight at midnight, we will be performing upgrades on equipment serving a subset of Fusion and Flexlink customers in San Rafael. Expected downtime for this operation can be up to 2 hours, but is typically less than 30 minutes for most customers.

-Network Engineering

Sonic Telecom Core Router Maintenance

Update (1:52AM): Maintenance complete

Beginning tonight at midnight, we will be performing software upgrades on core network equipment in Northern California. Because traffic is expected to route around the affected equipment, no customer downtime is expected.

-Network Engineering