Month: December 2022

Oakland Residential Fiber Intrusive Maintenance

Update(12:30) Maintenance is complete

Tuesday (12/27/22), starting at 11:59 PM, a subset of residential customers in the Oakland area will experience a brief service interruption while we perform some maintenance. The expected downtime is about 15 minutes while the equipment upgrades. The maintenance window will be 4 hours.

– Network Engineering

San Leandro Copper Emergency Maintenance

Update (8:32AM) We ran into a few issues that caused this work to take longer than expected.  Maintenance is now complete and connectivity should be restored for all impacted customers.

A piece of hardware serving all copper Fusion/Flexlink customers in San Leandro is critically failing and has necessitated emergency replacement.  A technician has been dispatched to it’s location and we hope to perform the work in the next hour (7-8AM).  Steps are being taken to minimize customer downtime but we expect a few minutes of impact for everyone served off this device. An update will be provided when work has been completed.

– Network Engineering

Oakland Fiber Intrusive Maintenance

Update(1:13) This maintenance is now complete.  If you are experiencing any issues please reach out to Support.

Wednesday (12/14/22), starting at 11:59 PM, a subset of residential and business customers in the Oakland area will experience a brief service interruption while we perform some maintenance. The expected downtime is about 30 minutes while the equipment upgrades. The maintenance window will be 4 hours.

– Network Engineering

Berkeley Backbone Fiber Damage

Friday, 12/9/2022 at approximately 11:00am PST a power line fell onto a backbone fiber cable causing extensive burn damage to the entire cable serving a Local Convergence Point (LCP) for a neighborhood in the Berkeley area. Upon customer down-detection – in combination with calls to our support line – we dispatched repair crews to evaluate the extent of the damage. Unfortunately, the scope of the damage was extensive and required a full backbone cable re-splice to restore service. Crews worked for 27 hours to fully rebuild the cable to restore service to our customers. We believe all fibers to be fully restored. If you are continuing to experience a service issue, please contact support, methods here: https://www.sonic.com/support.

To modify your SMS number on file for directly messaged outage notifications, please visit https://members.sonic.net/ and navigate to ‘Account’, then to  ‘Member Information’.

Shell server maintenance

On Monday December 12th beginning at 10am we will be performing maintenance on our customer shell server cluster (renumbering the primary IPv4 address for sh.sonic.net).  There may be a small period of instability while we complete this maintenance, and we estimate the work to completed within 1 hour.

Sebastopol Fiber Intrusive Maintenance

Update: Maintenance was completed 12:20am on 12/13/2020

Update: This maintenance has been postponed till Monday, 12/12/2022

Thursday (12/8/22), starting at 11:59 PM, a subset of residential and business customers in the Sebastopol area will experience a brief service interruption while we perform some maintenance. The expected downtime is about 30 minutes while the equipment upgrades. The maintenance window will be 4 hours.

– Network Engineering

Healdsburg/Petaluma Residential Fiber Intrusive Maintenance

Update 2:30AM: This maintenance is now complete.

Tuesday, 12/6/2022 at 11:59 PM we will be enabling native IPv6 support in Healdsburg and Petaluma for our fiber customers. This will be deployed in a dual-stack configuration that supports the IA-PD standard. Our SmartRG and Eero rental devices are fully compatible and will work in their standard configuration. No customer impact is expected. The maintenance window will be 4 hours.

– Network Engineering

Systems Maintenance

Tonight beginning at 10pm we will be upgrading multiple systems, including our customer shell server cluster.  Any service interruptions should be very brief, and we expect to complete the maintenance within 2 hours.

Update 10:40pm: Maintenance complete.