Update: 3:25 AM Maintenance is completed
On Tuesday (12/01/20), starting at 03:00 AM, we will be performing maintenance affecting Fusion Copper customers in the Mill Valley area. Expected down time is approximately 15 minutes. The maintenance window is 3 hours.
-Network Engineering
Update (Nov 30 15:00:34 PST 2020): At this point in time the fiber optic cabling that was damaged has been repaired and customer services are restored.
Update (Nov 30 14:00:15 PST 2020): Significant progress has been made with repairs of the damaged fiber optic cabling. This post will get updated when service has been fully restored.
Update (Nov 30 11:56:22 PST 2020): The issue appears to be with fiber optic wiring serving the equipment in Novato. We have technicians working to repair the affected cabling and will post more updates as the repairs proceed.
Our team is currently investigating an outage in Novato that will affect all Fiber customers. We currenlty do not have an ETR for service restoration, but more updates will come.
UPDATE: 11/25: 12:13P – We are seeing affected users come back online. We are still in the process of verifying that all are back up and we will continue to post any new updates we get here until all of the affected users are confirmed online.
UPDATE: 11/25 9:27a – We have reports that the problem has been found on our vendor’s network and repairs are underway. We will continue to post updates here as they come in.
11/25 8:55a – We are getting reports of an outage that is affecting several Sonic Enterprise customers in the Los Angeles area. We are actively working to resolve this issue and more information will be posted here as it becomes available.
Update (11/25/20) 3:04AM: This work is now complete.
Tomorrow (11/25/20), starting at 02:00 AM, we will be performing maintenance affecting Fusion Fiber customers around Burlingame, Petaluma, San Bruno, San Carlos. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.
-Network Engineering
Update 11/24/20 4:23AM: This work is now complete
Tomorrow (11/24/20), starting at 02:00 AM, we will be performing maintenance affecting Fusion Fiber customers in the Berkeley area. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.
-Network Engineering
Update: Maintenance complete.
Tonight beginning at 11pm PST we will be applying upgrades to multiple systems including customer database servers, shell server, webmail, and our VPN servers. We expect to complete the maintenance within 2 hours.
Update: This has been resolved.
Currently we are experiencing a large denial of service attack aimed at several sonic services. We are working on mitigating this attack and restoring service as quickly as possible.
Webmail, parts of of our web cluster, and sonic.com are some known services unreachable at this time. If you are having trouble reaching them please be patient. We are working as quickly as possible to resolve this issue.
Update(6:26am): Service was restored for the the majority of subscribers inside the affected maintenance window. A subset of subscribers had service restored by 5:20am, as they required manual intervention to restore service.
On 11/20/2020 at 2am we will be performing maintenance on hardware serving Fusion Fiber customers in the East Bay. This is intrusive maintenance which will not impact voice services, but will cause data connectivity to be intermittent between 2am – 4am. The maintenance window is three hours and should conclude by 5am.
-Sonic Support
Update 11/20/2020 1:07 PM: Maintenance successfully completed.
On 11/19/2020 at 11:59PM, we will be performing maintenance on hardware serving Fusion Fiber customers in Petaluma. We expect this work to be non-intrusive to customer traffic. The maintenance window is 4 hours.
-Network Engineering
Hello Sonic Customers!
We at Sonic hope you have a safe and relaxing holiday! Sonic Support will have modified hours for 11/26/2020. We will have our phone, sms(text messaging) and email support will be open between the hours of 8am-5pm.
Happy Gobble Gobble Day!
-Sonic Management.