Outage in San Francisco area

Update: 4:49pm We are now seeing users come up once again. Please reboot your ONT and then your router if you are still having issues.

 

Update: 4:15 pm. We are still seeing some customers service not be restored yet. We are working on a fix currently and will update you once the fix has been made.

 

Update: 3:21 pm Service should be restored. Please perform a reboot on your router if you are still having issues. Thank you.

 

 

Update 2:55pm : We are aware that customers are now getting DHCP but are still unable to surf. We are working on getting this resolved. We will update once we have a timeframe.

 

Update: DHCP has been restored and users should have service restored. If you are still having issues please reboot your router and see if this resolves the issue.

 

Hello Sonic Customer,

We are currently are aware of an outage in San Francisco that is affecting a large amount of customers in the area. From early reports it seems that we are having a light-no-surf issue. This has caused all users affected to lose DHCP. We are currently rolling out a fix to correct this issue. Service is estimated to be up by 2:45pm. We will keep you updated as we get more information. Thank you for your time.

 

-Sonic Support

 

 

 

29 comments for “Outage in San Francisco area

  1. I’m very sorry. The problem has appeared to be resolved, but we are aware that there’s still problems with connectivity. We’ve located the problem as of 3:06pm and are working to fix it shortly. We appreciate your patience on this.

  2. Looks like its back, but this page and the twitter handle didn’t update with any outage information for (roughly) an hour and a half after it started… I waited on the phone que for >1 hour with no one picking up, so your customers were left in the dark as to what the issue was (or even if there was a system wide issue). In the future can you update status pages quicker and maybe even have a status for the folks on-hold on your support number. Everyone wfh today got hosed with no explanation for at least 2 hours.

  3. I’m glad to hear you’re back online. I apologize for the inconvenience this caused.

  4. I’m also having issues connecting even after the reboot. The internet light seems to be on and says connected but I’m getting no signal to my computer

  5. Hi Carl,

    I’m glad to hear that your connection is working again. I’m sorry that there was a delay posting information regarding the Outage. This is a pain-point that we’re aware of and are actively working to improve our overall communication system(s) internally and externally to customers.

    We’ll work to be better and again, I apologize for the inconvenience this caused.

  6. Hello,

    I have tried restarting the network via the eero App and doing a power cycle on the Eero itself and it does not appear to be connecting again. I am still getting the red light. Anything else I can try.
    Tyler in San Francisco.

  7. I’m very sorry you’re still experiencing connectivity issues. It seems the fix restored many customers, but there are still some experiencing issues. We’ve been relaying these reports to our Network Engineers to continue investigating and resolving the problem. We will post updates as we receive them.

    I’m deeply sorry for the inconvenience.

  8. I’m very sorry you’re still experiencing connectivity issues. It seems the fix restored many customers, but there are still some experiencing issues. We’ve been relaying these reports to our Network Engineers to continue investigating and resolving the problem. We will post updates as we receive them.

    I’m deeply sorry for the inconvenience.

  9. I’m very sorry you’re still experiencing connectivity issues. It seems the fix restored many customers, but there are still some experiencing issues. We’ve been relaying these reports to our Network Engineers to continue investigating and resolving the problem. We will post updates as we receive them.

    I’m deeply sorry for the inconvenience.

  10. I’m very sorry you’re still experiencing connectivity issues. It seems the fix restored many customers, but there are still some experiencing issues. We’ve been relaying these reports to our Network Engineers to continue investigating and resolving the problem. We will post updates as we receive them.

    I’m deeply sorry for the inconvenience.

  11. I’m very sorry you’re still experiencing connectivity issues. It seems the fix restored many customers, but there are still some experiencing issues. We’ve been relaying these reports to our Network Engineers to continue investigating and resolving the problem. We will post updates as we receive them.

    I’m deeply sorry for the inconvenience.

  12. I’m very sorry you’re still experiencing connectivity issues. It seems the fix restored many customers, but there are still some experiencing issues. We’ve been relaying these reports to our Network Engineers to continue investigating and resolving the problem. We will post updates as we receive them.

    I’m deeply sorry for the inconvenience.

  13. Wifi still not connected even after the reboot, the internet light is on and solid but still no connectivity to my devices. Located in Noe Valley, SF

  14. If you are using an Eero, try connecting the ethernet into the other port. For some reason the original port is still failing to connect (it is not damaged), but the other port is working fine now.

  15. Still no service – still on hold with customer support and on hold system still says service restored as of 245 pm.

    I rebooted router and ont multiple times latest was at 430 pm.

    Can you please do better at providing accurate updates ?

  16. Have rebooted my personal router 6/7 times, lights are on, wifi is not available or working. Wall unit from Sonic shows lights on and all green. No connectivity yet.

  17. Hello Charles, apologies for the lack of accuracy. At the time we had believed that all customers were coming back up online but a handful of customers were still being affected by the outage. This should be resolved now. If not please let us know as soon as possible.

  18. Hello David, apologies for the delay. Glad to hear service is back online now.

  19. Hello K,
    This outage has been resolved so your connection should be restored. If you are still experiencing problems, please contact our technical support team.

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