Update 11/01/2019 10:51 – Our engineers have determined the source of the outage is some damaged Fiber infrastructure. We have a team in the field now to survey the damage and begin repairs.
10/31/2019 13:38 – A small subset of Fiber customers in Albany are without service due to an outage. Network engineers are actively troubleshooting the issue and working toward resolution. We will provide updates here as the situation progresses.
Update: 10/29/2019 – 12:00pm
Sonic customers with our Fusion IP Broadband service may be experiencing service interruption due to the PG&E PSPS (Public Safety Power Shutoff). Service should be restored as soon as the power is restored. If you need support the call center is open, though expect hold times as we are experiencing high call volume and are still operating with a skeleton crew. Stay safe out there.
Update: 10/28/2019 – 12:56pm
We are now taking calls as well as responding to tickets but are still operating with a skeleton crew. Please forgive any hold times you may experience. We will update when operations are back to normal or if the situation changes.
~Sonic
Sonic’s Technical Support team is currently operating on a skeleton crew due to our home down being under evacuation orders as a result of the spread of the Kincade fire. As a result our Technical Support department is unable to respond to incoming calls. We are handling customer issues via tickets as quickly and accurately as we can.
To create a Technical Support ticket please email support@sonic.com. We will be resuming regular operations as soon as possible.
Thank you for your patience and understanding.
~Sonic
Update(1:45am): Maintenance is complete
Tonight, October 24, starting at 11:59pm, we will be performing maintenance on our public peering interconnections. Customers may experience a brief period of routing instability towards destinations outside of the Sonic network.
-Network Engineering
See https://en.wikipedia.org/wiki/Peering#Public_peering for more information on public peering
Beginning tomorrow night, 10/24/19, at midnight, we will be performing maintenance on equipment serving legacy DSL customers in and around the Sacramento area. This maintenance is expected to cause around 1 hour of downtime. The maintenance is expected to be concluded by 5am.
Update(12:50am) Maintenance is complete
Tomorrow, (10/16/19) at 11:59PM, we will be performing upgrades on equipment serving a subset of residential and enterprise fiber customers in the San Francisco area. Connectivity will be impacted for all customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of fewer than 30 minutes. An update will be provided on the completion of our work.
-Network Engineering
Update(12:55am) All maintenance successfully completed.
Tomorrow (10/15/19) at 11:59PM, we will be performing upgrades on equipment serving residential and enterprise fiber customers in the Sunset District of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of less than 60 minutes. An update will be provided on the completion of our maintenance.
-Network Engineering
Update(1:10am) All maintenance successfully completed.
Tonight, (10/14/19) at 11:59PM, we will be performing upgrades on equipment serving our residential and enterprise fiber customers in the city of Brentwood. Connectivity will be impacted for all customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of around 30 minutes. An update will be provided on the completion of our maintenance.
-Network Operations
There is currently an outage affecting IPBB customers in the Santa Rosa area. We are working toward resolving the issue and will provide updates as the situation progresses.
UPDATE: As of 11:30 am the outage has been cleared. All services should be restored, if you are still experiencing connectivity issues please contact Sonic Support.
UPDATE: Issue is Resolved as of 10:10pm
A small subset of our San Francisco region Fusion Fiber customers are experiencing data issues that do not appear related to the PG&E outages.
-Network Engineering
Sonic is closely monitoring internal systems and prioritizing response plans in the event that the planned PG&E service outage continues beyond the scope of any back-up power systems that may be affected. To ensure up-time we have mobilized all internal resources to respond to events when applicable.
~Network Engineering
Update – For further discussion, please go to https://forums.sonic.net/viewtopic.php?f=10&t=13716