Update: As of approximately 10:15am all services, both data and voice were restored. RFO to follow.
Update: 8:40am – For the remaining customers that are still without service, we are currently working with our hardware vendor’s engineering team to resolve this as quickly as possible.
Update 7:29am – A large portion of the remaining subscribers have had their services restored, however we are still pushing to bring back the remaining circuits. At this time the root cause of the problem is unknown, but we have a procedure to bring subscribers up incrementally that we will continue to exercise.
Update 6:29am – The service migration has failed to restore service for a number of customers. We are working to restore service as quickly as possible and will provide updates hourly.
Update 4:46am – We have isolated the cause of the issue and are working to resolve by migrating services to restore connectivity.
Update: Some customers in the Albany area are experiencing intermittent connectivity. We are investigating the root cause and will post updates as they become available. The remaining customers in other regions are back online.
Tuesday, 04/27/21, starting at 2:00 AM, we will be performing intrusive maintenance affecting residential and small business Fusion Fiber service in the east bay and Burlingame regions. Expected telephone and internet access downtime within the maintenance window is approximately 30 min as we perform system upgrades on the affected central office hardware. The maintenance window is 2 hours.
Sonic perfect until now. Why no email heads up of shutdown? This is my prime work time.
Also down in North Berkeley. This is a much longer outage, with no advance notification, than I’ve come to expect from Sonic.
Still no internet on my fiber line (although phone service is working) 45 minutes past the end of the maintenance window. Also, this address is in Berkeley NOT in Albany
Albany fix will fix Kensington as well?
My internet has been down since 2:10 AM in Berkeley.
Still down 7:35 am. I’ve been waiting for it to be restored since I got up 5:30 am.
Hi David,
Currently our network team is still working to resolve this outage. Your address is served by the effected equipment. There are a number of addresses that are still yet to be restored but are actively being worked on at this moment. It should not be much longer. We are very sorry for the inconvenience.
Hi Brian,
Currently our network team is still working to resolve this outage. Your address is served by the effected equipment. There are a number of addresses that are still yet to be restored but are actively being worked on at this moment. It should not be much longer. We are very sorry for the inconvenience.
Hi Tony,
Currently our network team is still working to resolve this outage. There were unforeseen complications that caused this outage to last much longer than intended. Your address is served by the effected equipment. There are a number of addresses that are still yet to be restored but are actively being worked on at this moment. It should not be much longer. We are very sorry for the inconvenience.
Hi Bruce,
Currently our network team is still working to resolve this outage. There were unforeseen complications that caused this outage to last much longer than intended. Your address is served by the effected equipment. There are a number of addresses that are still yet to be restored but are actively being worked on at this moment. It should not be much longer. We are very sorry for the inconvenience.
Hi Lewis,
Currently our network team is still working to resolve this outage. There were unforeseen complications that caused this outage to last much longer than intended. Your address is served by the effected equipment. There are a number of addresses that are still yet to be restored but are actively being worked on at this moment. It should not be much longer. We are very sorry for the inconvenience.
Hi Bruce,
This outage getting cleared will bring you back up. It shouldn’t be much longer at all.
We earlier had service back up in Albany but it just went down again.
Hi David,
There is something still a bit wrong with the equipment serving your address but we are actively working on getting it fixed. There are a number of other users on the same equipment that have yet to be restored so there might be some drop outs while they are working to fix the issue which caused the outage.
This is a bit disturbing – our internet here in Kensington has been going in and out, and the phone line is done. I assume we’re on the same circuit? More notice/updates would certainly be helpful, we were expecting some important calls and didn’t realize the phone line was out…
Hi Mark,
Our engineering team is actively working on a solution to the current issues but for the time being stability is effected. We are very sorry for the inconvenience. This is unfortunately an unforeseen consequence of maintenance that was not expected to turn into the issues we are having currently. We will continue posting updates to sonicstatus.com but currently there is not an ETA for when this will be full resolved.
Sonic service outage currently in SF Richmond District. About an hour so far.
Hi Ed,
This outage should be cleared at this time. If you are still having issues with your connection, please call us at (707)547-3400 and we’ll be able to get you sorted.