Month: October 2020

Update:11:01 Services appear to be coming back online. Please power cycle your router and ONT and retest your connection.

Update: 11:00 We are still working with our vendor to get services restored.

Update: 10:30. Our network operation team is currently working on resolving the issue. We have escalated this issue to our vendors and are working with them to resolve this outage as quickly as possible. Thank you for the continued patience while we resolve this outage.

Update: 9:44 am. Hello fellow Sonic Customers. Jerriel here. Ill be updating this page with updates once i get them or every 1/2 hour on the hour. (starting at 10:30am) I will try to keep everyone updated as much as possible. Currently our Network operations team is working on what cause the issue and how to fix it. At this time there is no ETA on when services should be coming back up. Thank you all for your continued patience in this matter.

There is an outage impacting a subset of Fusion Fiber customers in Berkeley. We are currently investigating the situation, and apologize for any inconvenience. There is currently no estimated time of repair, but we will provide further updates as we are able. Thank you for your patience.

-Sonic Support

Update 10/30/20 1:30AM: This maintenance is now complete

Tomorrow  (10/29/20), starting at 11:59 PM, we will be performing intrusive voice maintenance on equipment serving customers in the San Francisco area.
Some customers will experience a brief service interruption while we perform this work.
The expected down time is about 30 minutes while the equipment reboots. The maintenance window will be 4 hours.

-Network Engineering

Update: 3:25am Maintenance is complete.

Oct 29th 2020 at 11:00 PM we will be performing maintenance on our virtual machine network. We do not expect any service impact with this maintenance.  The window for this maintenance is 4 hours.

~Network Engineering

Update(5:30AM): Connectivity has been restored to our upstream provider. Fiber DIA SSE services have be restored at this time.

At approximately 10:22 PM a portion of our Fiber DIA SSE customers are without service and hard down. We are investigating and escalating with our upstream provider to restore service.

-Network Engineering

Update (10/29/2020 – 2:22am) Maintenance completed successfully. The service interruption was extended for a subset of customers due to an issue with the dhcp server. Voice services were unaffected by this work. If your data (web browsing, email, streaming, etc.) is not working, try a reboot of your router. If that fails, contact customer support at 1-855-394-0100 or email support@sonic.com or request a text via https://www.sonic.com/support_sms_request

Tomorrow (10/28/2020) at 11:59pm we will be performing intrusive maintenance in our Berkeley and Brentwood Fusion Fiber networks. There will be an expected period of up to 45 minutes of total connectivity interruptions as subscriber devices reconnect to the network during this operation.  The maintenance window is 4 hours.

Update 10/28/20 1:48AM: This maintenance is now complete

Tonight (10/27/20), starting at 11:59 PM, we will be performing intrusive voice maintenance on equipment serving customers in the San Francisco area. Some customers will experience a brief service interruption while we perform this work.
The expected down time is about 30 minutes while the equipment reboots. The maintenance window will be 4 hours.

-Network Engineering

Update (4:10 AM): Connectivity has been restored to our upstream provider. Fiber DIA SSE services have be restored at this time.

At approximately 10:23 PM a portion of our Fiber DIA SSE customers are without service and hard down. We are investigating and escalating with our upstream provider to restore service. Updates to follow.

-Network Engineering