Update (6/24/20) 1:04AM This maintenance is now complete.
Tomorrow night (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 – 9am: The majority of the damage has been repaired, and the outage has been cleared. If you are still experiencing issues, please give our customer support team a call at your earliest convenience.
Update – 1:38pm: Earlier today, we became aware of an outage impacting a subset of fiber customers in San Francisco.
This appears to be due to a fire which has damaged the fiber infrastructure serving these customers. Our engineering and splicing teams are assessing damage, and will be working to restore service as quickly as we are able. Due to the scope of damages, we anticipate a prolonged period of downtime (12-16 hours) necessary for additional crews to arrive on site and for repairs to be enacted.
We will continue to monitor progress and provide updates as soon as we’re able.
There is an outage impacting a subset of Fiber customers in San Francisco. Engineers are currently investigating, and hope to restore service as soon as possible. We will provide further updates as we are able, and apologize for any inconvenience.
Update: 2:22 AM Maintenance is completed.
Thursday, June 25, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Napa, Davis, Tiburon, Orinda, Bishop Ranch, Cloverdale, San Ramon. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update: 2:12 AM Maintenance is completed.
Wednesday, June 24, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Occidental, Vallejo, San Rafael, Oakland. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update: 2:15 AM Maintenance is completed.
Tuesday, June 23, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Santa Rosa, Petaluma, Rohnert Park, Healdsburg, Fort Bragg, Ukiah. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
Update: Our engineering team restored the equipment that was having issues and service should be back up. If you’re having connectivity issues please power cycle your equipment and if it still doesn’t come back online contact support at 855-394-0100
We are currently experiencing a signal-no-surf outage in SF on parts of our fiber network. This outage started around 10:30pm on 06-14-2020. If you’re currently experiencing issues on your fiber connection and are not in SF please proceed with normal troubleshooting or reach out to our support team at 855-394-0100. Our engineers are working to determine the cause but we do not have an ETR. As soon as we have one this post will be updated.
Update (6/12/20) 12:20AM This maintenance is now complete.
Tonight (6/11/20), starting at 11:59 PM, a small subset of customers in the Burlingame area will experience a brief service interruption while we perform some maintenance. The expected down time is about 15 minutes while the equipment reboots. The maintenance window will be 2 hours.
– Network Engineering
Update: 2:13 AM Maintenance is completed.
Wednesday, June 10, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in San Fransico, Berkeley, and Albany. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update (6/10/20) 12:50AM: This maintenance is now complete.
Tomorrow night(6/9/20), starting at 11:59 PM, a small subset of customers in the Burlingame area will experience a brief service interruption while we perform some maintenance. The expected down time is about 15 minutes while the equipment reboots. The maintenance window will be 2 hours.
– Network Engineering
Update – 1pm: We have confirmed with our vendor that our inbound calling issues are related to a larger outage. Calls can currently be made into our call center, but we have had reports of intermittent issues regarding call quality. We apologize for any inconvenience and hope to have this resolved soon.
At 9:45am, we became aware of an issue impacting all inbound calls to our customer support team. We are investigating the issue and hope to restore functionality as soon as possible.
While we work toward resolving the persistent phone issues, we’re available to assist you via the following channels:
SMS
Social Media