Author: Andrew Mayfield

Sonic Support Closing Early 7/4

Our customer care team will be closing at 5pm on Monday, 7/4/2022.

The 24×7 network operations team will remain on call for our Enterprise, dedicated circuit and colocated customers.

The customer care team will return Tuesday, 7/5 to our regular operating hours, 8am to 10pm.

-Sonic Support

Free Calling to Ukraine

For the month of March Sonic offered our customers free long distance calling to Ukraine, and retroactively reimbursed all calls to Ukraine made in February. We are extending this offer of free long distance calling to Ukraine through the month of April.

Call Center Inbound Call Issue

Update 1:55pm – This issue has been resolved. Thank you for your patience, we apologize for any inconvenience this may have caused.

We are experiencing an intermittent issue receiving calls to our Call Center. We are working with our vendor to resolve the issue as soon as possible. Customer Care can still be reached via email and SMS.

– Sonic Support

Sonic Fiber Outage in Albany

Update – 11:00pm 7/14  Sonic repair crews were able to fix the issue and all customers appear to be back up.

 

We are currently experiencing a Fiber service outage in Albany. We’ve dispatched a team into the field to investigate the issue and work toward resolution. We will post updates here as we get them.

– Sonic Support team

 

Call Center Phone Issues

The Sonic call center phone system appears to be experiencing some issues. We are currently investigating the issue and working toward resolution. You may have some difficulty in reaching us via phone until this is resolved. Support is still available via text, email, and social media platforms.

Northern California – Legacy DSL Outage

UPDATE: 4:00pm – This issue has been resolved and the outage cleared. If you are still having service issues please reach out to our Support team for assistance.

A small subset of Legacy DSL customers in Northern California are currently without service following scheduled maintenance last night. Our engineers are currently investigating the issue and working toward resolution. We will provide updates here as we receive them.

System Maintenance in Albany

Tonight at 11:59pm we will be performing intrusive system maintenance on equipment providing Fusion Fiber service to a subset of folks in the Albany area. The maintenance window is 2 hours however we expect downtime to be less than 30 minutes.

Legacy DSL outage in the Bay Area

UPDATE 04/03/2020 11:04 am – The outage is now cleared and service restored.

A small subset of Legacy DSL customers are currently affected by a service outage due to hardware failure. Our engineers are working toward resolution though we have no estimated time of repair. We will update this post with further developments. Apologies to those of you impacted by this outage.

Service Outage in the Sacramento Area

2/14/2020 5:40PM – Sonic customers on our Legacy, Fusion, and Flexlink services in the Sacramento area are currently part of a known outage. Engineers are working to restore service, currently there is no ETA for resolution.

Legacy DSL Outage in the Sacramento Area

02/13/2020 2:35PM – The outage has been cleared and service restored. Please reach out to Sonic Support if you continue to have service issues.

02/13/2020 1:25PM – We are currently experiencing a Legacy DSL Outage in the Sacramento area. At this time there is no ETA on when the outage will be resolved but we are actively working toward resolution. We will provide updates here as the situation progresses.