Author: Andrew Mayfield

A subset of Fiber customers in San Francisco are offline due to an outage. We are working with our vendor to resolve the issue.

We are experiencing some instability on our network transport to the Sacramento area. Sonic network engineers are investigating and working toward a resolution. We will post updates here as the situation progresses.

Update:
Network equipment serving the Sacramento area experienced a card failure. After a short delay, the equipment failed over to it’s redundant card, restoring service. Downtime was less than 5 minutes.

-Andrew & Support

We are currently experiencing an issue affecting fiber customers located within the Jasper building in San Francisco. We have dispatched a technician to investigate on-site. We will update this message when we have more information.

Update (15:00): This issue has been resolved and service to customers has been restored. There was a power outage at the Jasper building. As soon as that outage was cleared Sonic services were restored.

– Andrew & Support

Customer Care will be closed from 2:00pm to 3:00pm on Friday, November 10th to hold our annual benefits meeting.

Our 24×7 network operations team will be on call for our enterprise, dedicated circuit, and co-location customers.

– Andrew & Support

Early this morning we pushed a firmware upgrade for the Sonic Pace 5268AC modem / router to a small subset of customers in the Bay Area. This firmware upgrade, in some instances, necessitates the Pace 5268AC be factory reset to restore full functionality of the device. EDIT: This firmware upgrade was for Fusion DSL and Fiber, customers on Sonic FTTN did not receive the upgrade.

If you are using a Pace 5268AC from Sonic and are experiencing connectivity issues, particularly over WiFi, we recommend you factory reset the device. To factory reset the Pace 5268 locate the reset button on the back of the device then press & hold the button for 15 seconds. The device will then reboot and your connectivity should be restored. NOTE: Factory resetting the 5268AC will result in the loss of any custom settings that will need to be reconfigured manually.

If after factory resetting the device you are still experiencing connectivity issues please reach out to our Support team.
Support is available every day 8am to 10pm and can be reached via phone at 888.766.4233, via SMS at 707.800.4624 and via email at support@sonic.net