Month: September 2021

Northern California Core Maintenance

Update 9/30/21 1:20AM: This work is now complete

 

Tonight, 9/29/21, starting at 11:59 PM, we will be performing non-intrusive maintenance on core routing equipment in our northern California network.

We do not expect this work to cause any customer impact. The maintenance window is open until 4am.

-Network Engineering

IMAP/POP3 Authentication issues for a small group of users

We are currently in the process of upgrading and improving our mail delivery infrastructure. During this process a configuration error was found that resulted in a small percentage of  users experiencing intermittent authentication errors when logging in to check mail. We are currently investigating.

Fusion Fiber Non-Intrusive Maintenance – San Francisco

Update(12:17) Maintenance complete

Tonight (9/29/21) at 11:59PM we will be performing non-intrusive system maintenance to reboot a piece of redundant gear serving a subset of Fusion Fiber customers in the San Francisco area. The expected time to complete is 20mins. The maintenance window is 2 hours.

~Network Engineering

Daly City – Fusion DSL and Flexlink Ethernet Emergency Maintenance

Update 9/28/21 12:34AM : Tonight’s work is successfully completed.

 

Tonight (9/27/21) at 11:59PM we will be performing emergency maintenance on hardware serving a subset of Fusion DSL and Flexlink Ethernet customers in the Daly City area.  The expected down time is about 15-30 minutes. The maintenance window will be 4 hours.

-Network Engineering

Telephone Reachability Issues

Update (10:10am 09/28): Unfortunately, issues seem to have returned this morning.  We are continuing our escalation with Engineering, and are actively working with the affected upstream carriers as quickly as we can.  We will be working on making route changes to mitigate problems wherever possible.

 

Update (4:40pm): This issue appears to be tentatively resolved.  Test calls in and out of our network are working as expected at this time.  Please reach out to our support team if any inbound or outbound calling issues persist.

 

Update (12:11pm): Our Engineering team has made a route change to help mitigate the issue for outbound calls.  We are still actively working on fixing the issue as a whole, and will continue to provide updates as we receive them.

 

We are actively investigating voice issues across our network, intermittently affecting some inbound and outbound calls for both residential and enterprise customers. Symptoms include Post Dial Delay (PDD), DTMF tones not being properly sent or received, and some dropped calls. This appears to be a widespread issue with multiple voice carriers, and we have escalated the issue with our engineering team, and have opened tickets with all affected upstream carriers.

We will update this post as we get more information about the developing situation.

– Network Operations

Small fiber outage in Berkeley/Albany area

Update(8:25pm): We believe this series of outages has been resolved as of this moment. If you are still seeing issues with your connection please restart your ont and router. We were able to gather relevant diagnostic data from our equipment to bring to our vendor and work towards a permanent fix.

We are experiencing an outage in the Albany/Berkeley area after a recent brownout. We’re working on getting service back up and expect to have everyone back online within 45 to 60 minutes. Around 5 to 5:15pm.

Northern California Core Maintenance

Update 9/23/21 1:08AM: This work is now complete

Tonight, 9/22/21, starting at 11:59 PM, we will be performing non-intrusive maintenance on core routing equipment in our northern California network.

We do not expect this work to cause any customer impact. The maintenance window is open until 4am.

 

-Network Engineering

Northern California Core Maintenance

Update 12:21AM: Tonight’s maintenance has been successfully completed.

 

Tonight, 9/14/21, starting at 11:59 PM, we will be performing non-intrusive maintenance on core routing equipment in our northern California network. We do not expect this work to cause any customer impact. The maintenance window is open until 4am.

-Network Engineering

Fusion Fiber service disruption in Sunset area

Update 10:12am: We have repaired the issue and service should be restored. If you are not able to get online please try power cycling your equipment by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

 

We are currently experiencing a service disruption on our Fusion Fiber service in the Sunset area. We do not have an ETR at the moment.

Fusion Fiber service disruption in Albany

Update 4:45pm: We believe the issue is resolved now. If you are not able to get online please try power cycling your ONT by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

 

Update 4:28pm: Most users are back up but we’re still seeing some issues with intermittent service. We’re working towards getting them repaired and ETR is by 5pm.

 

UPDATE: We believe the issue has been resolved. If you are not able to get online please try power cycling your ONT by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

 

We experienced an interruption with our Fusion Fiber services in Albany starting around 12:20pm. We are working to get regular service restored as quickly as possible but don’t have an ETR at this time.