Author: Daniel Thompson

Northern California Legacy DSL Outage

Update 9:49 3/11/2021 We currently have an ETR of 3/16. This ETR is subject to change and we will keep you updated as we get more information

 

We aware of an outage impacting a subset of legacy services across Northern California.

We’re investigating the underlying issue and working to restore connectivity as soon as possible. We apologize for any inconvenience and will provide more information as it becomes available.

-Sonic Support

Sonic Customer Care: Modified hours of operation 1/11/2021

On 1/11/2021 Customer Care will be migrating to a new voice connectivity platform. To ensure a smooth transition, Customer Care will be opening at 9am rather than 8am, to address any issues that might present themselves during the migration.

The following departments will be reachable at 9am 1/11/2021, and return to normal hours of operation the following day, 1/12/2021, at 8am.

    • Technical Support
    • Residential & Enterprise Billing
    • ILEC & Consumer Provisioning
    • Escalations & Customer Experience

We’re excited to face whatever this new year brings, not just with a new voice platform, but with the level of care and support for our customers that we’re known for. We can’t thank you enough for being part of Sonic.

-Sonic Customer Care

Sonic Support Closing Early

Sonic Support will be closing early tomorrow, 12/31/2020, at 5pm for New Year’s Eve. Support will return to normal hours Friday, 1/1/2021, at 8am.

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

-Sonic Support

Sebastopol – Fusion Fiber Maintenance

Update: 12/4/2020 3:57am – This work is complete.
On Friday 12/4/2020 at 2am we will be performing maintenance on the Fusion Fiber network in Sebastopol. Downtime is anticipated up to 15 minutes, and the maintenance window will conclude by 6am.
-Sonic Support

East Bay – Fusion Fiber Maintenance

Update(6:26am): Service was restored for the the majority of subscribers inside the affected maintenance window. A subset of subscribers had service restored by 5:20am, as they required manual intervention to restore service.

On 11/20/2020 at 2am we will be performing maintenance on hardware serving Fusion Fiber customers in the East Bay. This is intrusive maintenance which will not impact voice services, but will cause data connectivity to be intermittent between 2am – 4am. The maintenance window is three hours and should conclude by 5am.

-Sonic Support

East Bay – Fusion Fiber Maintenance

Update: 11/13/2020 – 3:40 AM : Intrusive maintenance completed at 2:40 AM, continued monitoring post-maintenance has concluded.

On 11/13/2020 we will be performing intrusive maintenance on a subset of Fusion Fiber customers in the East Bay. This maintenance will begin at 2:00am, and should conclude by 4:00am. Voice services will not be impacted, but data connectivity may be intermittent during this period. Anticipated downtime up to 30 minutes. We will be communicating to impacted customers directly via e-mail and SMS.

-Sonic Support

Berkeley Fiber Outage

Update:11:01 Services appear to be coming back online. Please power cycle your router and ONT and retest your connection.

Update: 11:00 We are still working with our vendor to get services restored.

 

Update: 10:30. Our network operation team is currently working on resolving the issue. We have escalated this issue to our vendors and are working with them to resolve this outage as quickly as possible. Thank you for the continued patience while we resolve this outage.

 

Update: 9:44 am. Hello fellow Sonic Customers. Jerriel here. Ill be updating this page with updates once i get them or every 1/2 hour on the hour. (starting at 10:30am) I will try to keep everyone updated as much as possible. Currently our Network operations team is working on what cause the issue and how to fix it. At this time there is no ETA on when services should be coming back up. Thank you all for your continued patience in this matter.

 

There is an outage impacting a subset of Fusion Fiber customers in Berkeley. We are currently investigating the situation, and apologize for any inconvenience. There is currently no estimated time of repair, but we will provide further updates as we are able. Thank you for your patience.

-Sonic Support

Fusion Fiber Outage in Albany

Update – 12:12pm: Connectivity has been restored and the outage has been cleared. If you continue to experience issues, please call our support team at your earliest convenience. We can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.

There is an outage impacting a subset of customers in Albany. Our network engineers are investigating the root cause, but there is currently no estimated time of repair. We apologize for any inconvenience and hope to restore connectivity as soon as possible. Further updates will be provided as information becomes available.

Support Closing Early 8/14/2020

Rolling blackouts have significantly impacted our customer care team and their ability to work remotely or receive inbound calls.

Sonic Support is currently unavailable, and will remain unavailable for the rest of the night, but we hope to return to normal operation tomorrow, 8/15/2020, at 8am.

We apologize for any inconvenience.

-Sonic Support

Albany Fusion Fiber Outage

Update –  1:08am: Service has been restored.

Update – 11:38pm: Restoring connectivity is taking longer than originally anticipated, and the new estimated time of repair is 2:00am. We apologize for any inconvenience.

Update – 10:33pm: The current estimated time of repair is two hours. We will continue to monitor the situation and provide updates as they become available.

We are currently experiencing an outage impacting a subset of Fusion Fiber customers in Albany. Our network engineers are currently investigating the underlying cause, and are working to restore service as soon as possible. More updates will be provided as they become available.