Update 11/01/2019 10:51 – Our engineers have determined the source of the outage is some damaged Fiber infrastructure. We have a team in the field now to survey the damage and begin repairs.
10/31/2019 13:38 – A small subset of Fiber customers in Albany are without service due to an outage. Network engineers are actively troubleshooting the issue and working toward resolution. We will provide updates here as the situation progresses.
What is the estimated time service will come back on? It’s been all day!
No update. 24 hours
Hi Jeremy,
I’m sorry for the downtime and we’re working diligently to get it back up and running ASAP. Unfortunately, I do not have an ETA for repairs. I’m in contact with our network team and as soon as I have some concrete information I’ll pass it along to you.
Best regards
Are you saying after almost 24 hours you don’t have a root cause? Last night I was at least told it was a card that had failed. Are you unable to get a replacement? No info from NetOps this long is ridiculous. Chose you guys bc your smaller and local but can’t stay or recommend if this continues.
Will the crew be working through the weekend or can we expect to not have internet until Monday at the soonest now?
Hi Brent, We’re sorry about the delays in getting this service back up and running but we were working as quickly as possible to restore the active connection. You should be connected now and if you’re experiencing issues please contact our support team at 855-394-0100. They’re available 7 days a week from 8am to 10pm.
Hi Jesse,
This should have been cleared as of 3pm on the first. If you’re still experiencing issues please reach out to our support team at 855-394-0100. We’re available 7 days a week from 8am to 10pm.
We’re part of this outage (in NW Berkeley ) and no wifi as of when we left for work at 8am today. Are you saying we’re up & running now ? Thanks so much and know all your efforts are not in vain; just switched to SONIC and loving it so far but at the same time, haven’t experienced a service drop like this since … ever ? the 90s ? Really really huge inconvenience since many of us telecommute. Many thanks.
11/4, home from work, no internet still., no fresh update on this page. Hello ?
Can you hear me Major Tom ?
Can you hear me Major Tom ?
Sonic, please do better. We really want you to make it.
Sorry Laurie! The repairs are complete and your service should be restored!