Month: August 2017

Phone Switch Maintenance

Update: 12:25 am  Maintenance is completed


At 12:00 am tonight we will be doing maintenance on our phone switch. Access to voice mail, Sonic Communicator and Commportal will be unavailable during the maintenance window. Expect time to complete the maintenance is 30 minutes.


~Network Engineering



Northern California Legacy DSL Outage

A subset of customers in the northern California area may be experiencing issues with their DSL connection.  We are working with our vendor to get the issue resolved.  No ETR at this time.


update(2:08am) Service is no restored.

System Maintenance

Update: Maintenance complete

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

  • Webmail interfaces
  • Membertools
  • Forums

This post will be updated when the maintenance is complete.


San Francisco Fiber Maintenance

Tuesday night, starting at midnight, we will be performing maintenance on power facilities serving a subset of fiber subscribers in San Francisco. No customer impact is expected.

-Network Operations

Update(1:04pm) – This maintenance has been moved to tonight, 8/23/2017.

Berkeley, Albany, Santa Cruz Telecom Maintenance

Wednesday night, at midnight, we will be proactively replacing hardware serving a subset of Fusion and FlexLink customers in the Berkeley, Albany, and Santa Cruz areas. Expected downtime is less than 30 minutes.

-Network Operations

Update: This maintenance was completed

Brentwood – Fusion Fiber Outage

Update (1:13AM) The hardware has been replaced, and all services should now be restored.

Tonight at 10:00PM we experienced a hardware failure resulting in downtime for a subset of Fusion Fiber customers in Brentwood. We have dispatched a technician to replace the failed hardware, and the current ETR is 1:15AM. We apologize for the downtime and are actively working to restore service ASAP.

-Network Engineering

Enterprise Faxing Service Maintenance

We will be performing maintenance on our enterprise faxing service tomorrow morning, August 11th at 7 am. We are expecting down time to be 30 to 60 minutes.


~ Network Engineering


Update: 8:35am Maintenance is complete service is up and running.




Phone System Outage

Update 3:20 pm: Everything should be back to normal. We have reverted the earlier changes, restored hardware and configurations, and testing seems to show that phones are working as expected. Thank you again for your patience with us during the extended support outage. We are taking steps to greatly reduce the duration of such an outage in case of a future hardware failure.

Update 1:09 pm: Hardware just arrived but we have mitigated the problem to some extent and currently have limited phone capacity on our primary numbers 707-522-1000 sales and 707-547-3400 support. The Network Operations hotline is also functional at this time. If your issue does not require phone support we still advise using email and SMS for the time being.

Reminder: Despite the outage, you can still reach Sonic support via text (707) 800-4624 and email at We apologize for the inconvenience and continue to work as quickly as possible to resolve the issue.

-Sonic Support


–Update 9:03 am: ETA to full recovery is approximately 4 hours

–Update: We believe this was caused by a hardware failure and have dispatched a technician to retrieve a replacement.

We are currently experiencing an outage of our local phone system and we cannot be reached by telephone. We are working with our vendor to get this resolved as quickly as possible but in the meantime if you are in need of support please email or send us an SMS text message at 707-800-4624 We have all hands watching those queues. Thank you for your patience.


Sonic IT Department