Update (7/1) 2:38AM This maintenance has been successfully completed.
Tomorrow night (6/30) starting at 11:59PM we will be performing maintenance on core routers serving our Los Angeles network. We do not expect this work to cause any customer impact. The maintenance window is 3 hours.
-Network Engineering
This maintenance has been postponed.
Wednesday, July 1, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Concord, Fairfield, Ignacio, Saint Helena, Larkspur, Guerneville, Cotati, Windsor. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update 4:07am – Service has been restored
Update 1:30am – During tonight’s maintenance a piece of equipment failed in Hercules, we are dispatching a tech to replace now
Tuesday, June 30, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Cordelia, Hercules, Livermore, Moraga, Moss Beach, Pleasanton, Scotts Valley. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update – 6:05pm: Maintenance is complete, and impacted services should now be restored. If issues persist, please powercycle your ONT, and if that does not restore connectivity, call customer support at your earliest convenience. They can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.
There is currently an outage impacting a subset of Fusion Fiber customers in San Francisco.
Engineers are currently diagnosing the underlying issue, but anticipate that emergency maintenance will be required to restore connectivity. Maintenance is scheduled for today, 6/28/20, at 3:30pm in an effort to bring customers back online as soon as possible. We appreciate your patience, and hope to have all impacted customers up shortly.
-Sonic Support
[Resolved] 2:30, Repairs are complete. All connections previously affected are now up. If you are still experiencing issues with your service, please do not hesitate to reach out to our Support team.
12:50, The issue was identified as an accidental hit by a 3rd party contractor. Our technicians have already begun repairing the line and we are seeing customer’s come back up one by one as repairs progress further. Current ETR is estimated under 6 hours but are working to expedite further. Thank you for your extended patience so far.
At 8:00am, we became aware of an outage impacting Business Fiber customers in Santa Rosa. This was caused by a fiber cable that was damaged. We have technicians en route to perform repairs as quickly as we’re able. Further updates will be provided as they become available and we appreciate your patience while we work to restore connectivity.
Update (6/29) 10:50PM – Due to unforeseen circumstances, this maintenance is being rescheduled,
Next Monday night (6/29) starting at 11:59PM we will be performing maintenance on core routers serving our Los Angeles network. We do not expect this work to cause any customer impact. The maintenance window is 3 hours.
-Network Engineering
Update – 12:55pm: Our engineering team is still working to isolate the cause of the interruption, but believe connectivity should be restored. If you continue to experience any issues, please call customer support for further assistance.
Update – 12:25pm: Customers appear to be back online, but our engineering team is still investigating the cause of the issue. We apologize for the brief interruption and any inconvenience this may have caused.
We are currently experiencing loss of connectivity to equipment based out of Oakland. Engineers are investigating the underlying cause and aim to restore connectivity as soon as possible. More information will be provided as information becomes available.
Update (6/25/20) 12:42AM This maintenance is now complete.
Tonight (6/23) starting at 11:59PM we will be performing maintenance on core routers serving our Los Angeles network. We do not expect this work to cause any customer impact. The maintenance window is 3 hours.
-Network Engineering
Update – 9:01am: Service has been restored, and the outage has been cleared. If you experience any issues, please call our support team at your earliest convenience.
At 8:35am, we became aware of an outage impacting DSL subscribers in Santa Rosa. We are currently investigating the cause, and have technicians en route to perform repairs as quickly as we’re able. Further updates will be provided as they become available and we appreciate your patience while we work to restore connectivity.
Update – 1:36pm: Repairs have been made, and all services should now be restored. If you continue to experience any issues, please give our customer support team a call at your earliest convenience. They can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.
Update – 1:30pm: Technicians are on site and performing repairs. All customers served from this equipment will be offline while repairs are made and the equipment is rebooted.
Update – 12pm: Current estimated time of repair is 1:30pm.
Earlier this morning, we became aware of an outage impacting a subset of customers in San Francisco. Technicians are currently en route to address and perform repairs and we hope to restore service soon. More updates will be provided as information becomes available.