Tonight, November 4th at 12:01 AM, we will be performing maintenance on our primary voice cluster. This maintenance will result in a brief loss of voice service for our Fusion voice service. This maintenance will be improving the future growth and expandability of our voice infrastructure.
-Jared, Nathan and Matt
Update: Corrected time of maintenance.
Update: The maintenance has been completed, and interruption to voice services should have only been momentary.
We have cleaned up and improved the functionality of our domain email tool.
New features:
In order to use this feature simply specify your destination emails separated by a comma. ex. foo@sonic.net, foo1@sonic.net
In order to use this feature enter * for your alias and set your destination to be %1@yourotherdomain.com
This will setup a catchall for your domain and deliver everything to yourotherdomain.com. If the email address doesn’t exists at yourotherdomain.com the mail will bounce. This is useful if you have several domains and you want to setup the same emails at all of them instead of manually updating each one.
-William and the SOC
We have a number of ADSL customers experiencing a ‘sync no surf’ condition in the 831 area code. AT&T did some repairs overnight, but the outage persists and we have not been given at ETR.
We will continue to work with AT&T and update the MOTD over the course of the day. Note that
Sonic.net Fusion, and Flexlink customers are not affected by this outage.
Eli, Support.
Update: As of 10:30am, the problem has been resolved.
At 4:09 PM today the phone service at Sonic.net Headquarters in Santa Rosa abruptly cut out. We are currently working with our vendors to resolve this issue to restore phone service. This impacts our ability to make and receive calls; no Internet services should be affected, and no Fusion voice lines should be affected. Thank you for your patience.
Update 5:47 PM: Phone service at Sonic.net Headquarters has been restored.
This Tuesday, September 28 at 12:01 AM, we will be performing a maintenance reload on our ATM customer aggregation routers. This will result in 5-10 minutes of downtime for Business-T and FRATM customers.
-Jared
Today we have been having challenges keeping hold times to reasonable levels. We are suffering with hold times of 15-20 minutes today. I am very sorry for the long wait if you need assistance!
Recently we merged sales and technical support into a single group, so callers reaching out for sales receive the same customer service experience as support. That’s great because sales inquiries reach knowledgeable technical personnel, but when hold times are long it can be frustrating.
The primary call volume has been related to our Fusion product. If you are interested in Fusion, please review the sales material on the website, and keep in mind that signing up online will be the quickest way to have your order processed. It’s not necessary to call us. If you have any questions about the product, you can also write to sales@sonic.net with any questions.
For support issues that do not require an interactive dialog, feel free to email us at support@sonic.net and we will reply as soon as possible.
We have five new call center staff starting next week. Thank you for your patience as we grow!
-Dane
On September 28th and 29th one of the UPSes that serves our Santa Rosa datacenter and colo facility will have all of it’s batteries replaced. (Over 4,000 pounds of them!) We will also be taking the opportunity to install a battery monitoring system in this, our oldest, UPS. Once installed, the battery monitoring system will allow us to individually monitor each battery in the UPS allow us to predict pending failure as well as reliably detect other faults. Service will not be interrupted, this is a fully scripted event coordinated with our vendors.
This evening, at 12:01AM, we will be performing intrusive maintenance work on equipment serving Fusion and FlexLink Ethernet customers in Healdsburg. Affected customers will experience up to 10 minutes of downtime while this work is performed.
-Tim
We lost connectivity to one of our Customer MySQL servers at approximately 0130 this morning, service was restored at 0213, and we are investigating the cause of the loss of service. We apologize for any inconvenience this may have caused.
Today the security certificate used by our VPN concentrator expired, and we have replaced that certificate with a new one. The certificate is used by the Cisco VPN Client to properly secure VPN connections, so clients with the old certificate will no longer be able to connect. You can get the new certificate by installing the latest version of our VPN Client at this URL:
http://sonic.net/support/hotspotportal/
-Jared and Kelsey