Month: November 2023

Sonic Holiday Hours for 11/23/2023

Sonic Support will be closing early on Thanksgiving, 11/23/2023, at 5:00pm and will return Friday, 11/24/2023, at 8:00am. Sonic Sales will be closed on Thanksgiving and will also return Friday at 8:00am. Sonic Billing will be closed on Thanksgiving and Friday, they will return Monday, 11/27/2023, at 8:00am.

Have a happy holiday!

– Sonic

Oakland – Intrusive Fiber Maintenance

Update(12:07AM) Maintenance is now complete

Monday 11/20/2023 at 11:59 PM we will be conducting maintenance affecting a subset of Fiber customers in the Oakland area. Estimated downtime is 5 minutes while we upgrade link capacity. The maintenance window is 1 hour.

– Network Engineering

Fiber ONT Upgrades

Update: 3:55 AM Maintenance is complete.

Monday morning Nov. 20th at 2:00 AM, we will be pushing updates to a small subset of Sonic fiber customers in Oakland. Expected service interruption will be 5-10 minutes as the ONTs reboot to load their new firmware. The maintenance window is until 4:00 AM. An update to this MOTD will be provided when the work is completed.

-Network Engineering

SSE Network Outage – Resolved

An issue affecting the connectivity of a subsection of the SSE Network has been resolved. This issue was first reported on Friday November 3rd.

Repairs within our upstream provider network are now complete and circuits are functioning at full capacity.

Work began this evening around 4:30pm to migrate customers off of our backup network and back to the primary connection.

The migration and testing work have now been completed.

Please contact Network Operations if you are still experiencing trouble.

Sorry for any inconvenience and thank you for choosing Sonic!

SSE Network Outage – Update

We are still waiting on the completion of repairs within our upstream provider’s network and we currently have no ETR.

The emergency migration/backup implemented on Friday appears to be working with a few reports of packet loss that our engineering team is currently looking into.

We apologize for any inconvenience caused by the outage and appreciate your understanding and patience. Thank you for choosing Sonic!

San Francisco, Sunset – Intrusive Fiber Maintenance

Update(1:43AM) Maintenance is now complete and IPv6 is now available in the Sunset area of SF

Tuesday 11/7/2023 at 11:59 PM we will be conducting maintenance affecting Fiber customers in the Sunset area of San Francisco. Estimated downtime is 30 minutes while we move to an upgraded piece of equipment. The maintenance window is 4 hours.

– Network Engineering

SSE Network Outage

Early this morning there was an outage on the SSE network due to hardware failures on upstream provider infrastructure. This outage affected a subset of the SSE network. Sonic has been working closely with our partner organizations to get timely repairs coordinated in order to address the root cause of this outage.

In the meantime, Sonic engineers delivered another solution to restore connectivity. Sonic has deployed new hardware that accepts customer traffic in order to restore customer services and has verified this to be a successful solution while we await the completion of repairs within the upstream provider network.

We apologize for any inconvenience caused by the previous outage and we appreciate your patience and understanding. We are committed to providing you with the best possible internet experience and we thank you for choosing us as your provider.

Phone Switch Maintenance

Update: 4:00 AM Maintenance is complete.

Nov 6, 2023, at 12:01 AM we will be performing maintenance on our phone switch. No voice service interruptions are expected as a result of this maintenance.  Access to will be impacted during the maintenance window. The window for this maintenance is 5 hours.

~Network Engineering

Instability in San Francisco Area

Earlier today (2023-11-01) around 2:50PM Sonic observed a brief period of instability as customers in and around the Sunset District of San Francisco lost internet connectivity. Over the last hour we’ve ensured services are restored and we’re actively monitoring the situation to ensure services remain stable. If you’re still experiencing trouble, please contact us at our support options listed here: