Update: This Maintenance has been postponed.
Tomorrow night 11/14/2019 at 11:59 PM we will be performing maintenance on our phone switch. No service interruptions is expected as a result of this maintenance. The window for this maintenance is 2 hours.
~Network Engineering
We are getting reports of a fiber outage issue affecting a number of our Sonic Business Fiber customers in Petaluma. We are actively investigating this issue and will update this space as more information becomes available.
Update: 1:52pm -Â A fiber field technician has been dispatched out to isolate the cause of the issue.
Update: 2:27pm – We have isolated the cause to a fiber cut in the area and are sending a crew to repair the fiber. No ETR
Update: 4:13pm – Our fiber crew is on-site and working to get access to the damaged portion of cable. They hope to have the damaged cable replaced by 12:00pm, 11/12. We will update accordingly if this changes.
Update: 5:13pm – We have new information from our fiber splicing team. The current ETR is 12:01am 11/12.
Update: 11:26pm – A portion of customers have been repaired. There is still a small remaining set being actively worked on.
Update: 12:20am 11/12 – A majority of customers are now repaired. There are a small set of customers that are pending further review.
Update: 7:33am 11/12 – A majority of customers should still be working. We have isolated the remaining repairs and are waiting for further assessment to get an ETR.
Update: 9:22am 11/12 – The issue has been found and isolated. The current ETR is 10:30am 11/12
Update: 10:35am 11/12 – Service has been restored for all Sonic Business Fiber customers in Petaluma affected by this outage.
Tonight beginning at 11pm Sonic System Operations will conduct physical maintenance at one of our remote datacenters. There is a possibility that this work will have a brief impact on multiple customer-facing systems including the Sonic VPN server. Any downtime encountered is expected to be brief. An update will be posted once maintenance is complete.
Update: This maintenance, previously scheduled for midnight, has been changed to begin at 11pm in order to adequately schedule needed resources. We apologize for any disruption this change may cause.
Conclusion: Maintenance is complete. No outages were observed.
Update: This Maintenance has been postpone.
Tomorrow night 11/7/2019 at 11:59 PM we will be performing maintenance on our phone switch. No service interruptions is expected as a result of this maintenance. The window for this maintenance is 2 hours.
~Network Engineering
We need to perform emergency repairs to backend fiber cable that was damaged by squirrels. A small subset of fiber customers may be impacted by the repairs. We have scheduled repairs for November 6th, 2019 (11-06-19) from 8am to 2pm. Thank you for your patience during these repairs.
Update(12:30AM): Maintenance has been successfully completed.
Tomorrow, (11/5/19) at 11:59PM, we will be performing upgrades on equipment serving enterprise fiber customers in the the Northpoint/Corporate Center business park. 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(2:11pm): The second replacement card has resolved the issue. All service restored.
Update(1:55pm): The replacement card has failed to boot, so another replacement was located and is being installed. New ETR of 3:00pm
Update(12:46pm): The issue has been tracked to a failed 100G card in our provider’s network. Dispatch for replacement has been made and we have an ETR of 1:30pm
Update(10:53am): Further investigation has narrowed the problem down to an equipment failure in our transport provider’s network. We are working with them to restore service as quickly as possible but don’t have an ETR as of yet. We would also like to take this opportunity to update the scope of the outage, which we have determined affected Fusion and FlexLink services in the Sacramento area, as well as Legacy DSL subscribers in the Sacramento and Stockton areas.
At 8:05AM this morning, a hardware serving a backbone link to Sacramento failed. We are currently assessing the situation, but presently believe connectivity is impacted to Sonic Fusion and legacy DSL customers in the Sacramento area. We will update with an ETR when it is available.
-Network Engineering