Month: January 2021

San Francisco – Emergency Fusion Fiber Maintenance

Update 3:35am – This maintenance has been successfully completed.

Tomorrow (1/21/21) morning starting at 2:00AM, we are performing emergency maintenance on hardware serving a subset of Fusion fiber customers in the San Francisco Mission and Sunset districts. Impacted customers should experience 15-20 minutes of downtime. An update will be provided on conclusion of the work.

-Network Engineering

San Francisco – Emergency Fusion Fiber Maintenance

Update 2:25am – This maintenance has been postponed.

Tomorrow morning starting at 2:00AM, we are performing emergency maintenance on hardware serving a subset of Fusion fiber customers in the San Francisco Mission and Sunset districts. Impacted customers should experience 15-20 minutes of downtime. An update will be provided on conclusion of the work.

-Network Engineering

Sonic.com currently down.

We are currently experiencing issues with our internal tools as well as on our website, Sonic.com. We are currently working to resolve this as quickly as possible. Updates will be provided as soon as they come in. Thank you for your patience.

Fusion DSL outage in Woodland 1/16/2021

Update 10:00am – Cable has been repaired and service has been restored.

Update 6:30pm: Problem is not equipment based but looks to be a issue with our cable vendor. Working with them on a repair. No ETR at this point.

Update 2:35pm: Replacement equipment has been picked up and is on its way for repair. ETR 3 hours.

 

We’re currently experiencing an outage impacting customers on our Fusion DSL service in the Woodland area. This outage started around 12:56pm. A technician has been dispatched to repair the issue. There is currently no ETA for the repair. Updates will be added as they come in. Thank you for your patience.

System Maintenance

Update: Maintenance is complete.

Tonight, beginning at 11pm, we will be restarting our VPN service as part of system maintenance.  If you are using this service your client will likely reconnect automatically and should require no manual interaction.  We expect to complete this maintenance within 2 hours.

Non-Intrusive Santa Rosa Business Fiber Power Maintenance

Update: This maintenance was completed on 1/12/21 at 12:25am.

 

 

On 1/11/2021 starting at 11:59pm we will be performing routine power maintenance for equipment serving a sub-set of our Enterprise Fiber (Sonic Business Fiber) customers in a Santa Rosa. This work is expected to be non-intrusive. The maintenance window is 4 hours with no expected interruptions.

Sonic Customer Care: Modified hours of operation 1/11/2021

On 1/11/2021 Customer Care will be migrating to a new voice connectivity platform. To ensure a smooth transition, Customer Care will be opening at 9am rather than 8am, to address any issues that might present themselves during the migration.

The following departments will be reachable at 9am 1/11/2021, and return to normal hours of operation the following day, 1/12/2021, at 8am.

    • Technical Support
    • Residential & Enterprise Billing
    • ILEC & Consumer Provisioning
    • Escalations & Customer Experience

We’re excited to face whatever this new year brings, not just with a new voice platform, but with the level of care and support for our customers that we’re known for. We can’t thank you enough for being part of Sonic.

-Sonic Customer Care

Core Network Maintenance

Update(12:25AM): Maintenance complete.

Monday, January 11th, starting at 11:59PM, we will be performing non-intrusive maintenance on equipment servicing the core of our network. This maintenance window is 4 hours.

-Network Engineering

San Francisco area – Fusion Fiber Maintenance

Update 1/8/2021 2:55AM: This maintenance is now complete.

On January 8th, starting at 02:00 AM, we will be performing maintenance affecting some Fusion Fiber customers in the San Francisco area. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.

 

-Network Engineering