Author: admin

Office Telephone system difficulties

Our primary 800# and 707-522-1000 are currently returning a fast busy signal .  We are working with our telephone system vendor to correct this as quickly as possible.

In the interim, Support is available at 707-547-3400, and we can transfer calls internally.  This queue is liable to be a bit busy until this situation is corrected, and we apologize for the inconvenience.

– Eli

Update:  Full service to our phone system has been restored, and calls to all Sonic.net phone numbers are being received.

Customer Hardware Router Maintenance

Tonight, June 9th at 11:00 pm, we will be replacing a card in one of our routers in Santa Rosa, which provides Flexlink Long Range in the Santa Rosa area. This maintenance will cause about 10 minutes of downtime for affected customers on this card, and may require a reload of the router to complete the maintenance.

-Clay and Tim

Update: The card replacement was completed with no problems.  Downtime for affected customers was less than 1 minute.

Unexpected DSL Aggregation Router Reload

At approximately 8:20 PM today, one of the DSL aggregation routers that serve DSL customers in the Bay Area unexpectedly reloaded. This caused about 5 minutes of downtime for the customers served by this router.

-Jared

Customer Router Hardware Maintenance

This evening, June 3rd, at 11:00PM we will be inserting a new interface card into one of our aggregation routers. This router provides FlexLink Long Range coverage for the Petaluma area. This work is not expected to cause an interruption of service, but a router reload may be required to complete this operation. If a reload is required, customers served by the affected router will experience 5-10 minutes of service interruption.

-Clay

Customer Router Hardware Maintenance

This evening, May 28 at 11:00 pm, we will be inserting 3 new interface cards into one of our aggregation routers. This router provides Flexlink coverage for the Sebastopol area. This work is not expected to cause an interruption of service, but a router reload may be required to complete this operation. If a reload is required, customers served by the affected router will experience 5-10 minutes of service interruption.

-Clay and Jared

Broadlink Wireless outage

Broadlink Wireless outage: About 80 customers on Broadlink’s wireless network are experiencing an outage currently. Sonic.net services are unaffected. Broadlink is aware of the situation, however, there is no estimated time of repair.
Affected customers are welcome to call Sonic.net Support if they need assistance setting up a dial-up connection in the interim.
– Eli, Support

Update: Faulty hardware on the affected tower has been replaced, and service has been restored.

CLEC DSLAM Maintenance

This Wednesday, May 27 at 12:01 AM, we will be replacing a card in our DSLAM at SNFCCA12, which serves Fusion to customers in northern San Francisco. This maintenance will cause about 10 minutes of downtime for affected customers while the card is replaced.

-Jared and Clay

Update: The card replacement was completed with no problems. Service should be fully restored. If your Fusion service is experiencing any problems, please reboot your DSL modem and any routers or PCs connected to it to reset any potentially lingering DHCP information.

Brief News Server Outage

One of the switches that supports our diablo news server cluster stoped forwarding traffic until it was reset.  This is the second time the switch has failed recently so it has been slated for replacement shortly.  While the switch was offline the loadbalanced news.sonic.net virtual server was unavailable but all NNTP traffic was still flowing inside the network.  -Kelsey and Augie

Unexpected Brief Web Resolution Interruption

Beginning at 11:51 AM we began experiencing problems with queries to www.sonic.net and some of our name based hosted customers. During this time, customers may have experienced intermittent connection errors. We have determined the problem to be a hardware problem with one of our load balancers. Because of the nature and obscurity of the problem, the period in which there was delay or question refusals is estimated at 20-24 minutes. We apologize for this unexpected downtime. Service has since been restored to full normal operation. –Don, Augie, and the SOC

Disk quota usage error

This morning a number of notifications regarding disk quota usage being exceeded went out to customers in error. The usage mentioned in the messages was twice the actual usage. You can check your real disk quota usage using our Current disk usage reporting tool.

Our apologies for any confusion these messages caused.