Our customer care team will be closing at 5pm Saturday, 7/4/2020, at 5pm.
The 24×7 network operations team will remain on call for our Enterprise, dedicated circuit and colocated customers.
Support will return Sunday, 7/5 to our normal working hours, 8am to 10pm.
-Dan & Support
Update – 6:05pm: Maintenance is complete, and impacted services should now be restored. If issues persist, please powercycle your ONT, and if that does not restore connectivity, call customer support at your earliest convenience. They can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.
There is currently an outage impacting a subset of Fusion Fiber customers in San Francisco.
Engineers are currently diagnosing the underlying issue, but anticipate that emergency maintenance will be required to restore connectivity. Maintenance is scheduled for today, 6/28/20, at 3:30pm in an effort to bring customers back online as soon as possible. We appreciate your patience, and hope to have all impacted customers up shortly.
-Sonic Support
Update – 12:55pm: Our engineering team is still working to isolate the cause of the interruption, but believe connectivity should be restored. If you continue to experience any issues, please call customer support for further assistance.
Update – 12:25pm: Customers appear to be back online, but our engineering team is still investigating the cause of the issue. We apologize for the brief interruption and any inconvenience this may have caused.
We are currently experiencing loss of connectivity to equipment based out of Oakland. Engineers are investigating the underlying cause and aim to restore connectivity as soon as possible. More information will be provided as information becomes available.
Update – 9:01am: Service has been restored, and the outage has been cleared. If you experience any issues, please call our support team at your earliest convenience.
At 8:35am, we became aware of an outage impacting DSL subscribers in Santa Rosa. We are currently investigating the cause, and have technicians en route to perform repairs as quickly as we’re able. Further updates will be provided as they become available and we appreciate your patience while we work to restore connectivity.
Update – 1:36pm: Repairs have been made, and all services should now be restored. If you continue to experience any issues, please give our customer support team a call at your earliest convenience. They can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.
Update – 1:30pm: Technicians are on site and performing repairs. All customers served from this equipment will be offline while repairs are made and the equipment is rebooted.
Update – 12pm: Current estimated time of repair is 1:30pm.
Earlier this morning, we became aware of an outage impacting a subset of customers in San Francisco. Technicians are currently en route to address and perform repairs and we hope to restore service soon. More updates will be provided as information becomes available.
Update – 9am: The majority of the damage has been repaired, and the outage has been cleared. If you are still experiencing issues, please give our customer support team a call at your earliest convenience.
Update – 1:38pm: Earlier today, we became aware of an outage impacting a subset of fiber customers in San Francisco.
This appears to be due to a fire which has damaged the fiber infrastructure serving these customers. Our engineering and splicing teams are assessing damage, and will be working to restore service as quickly as we are able. Due to the scope of damages, we anticipate a prolonged period of downtime (12-16 hours) necessary for additional crews to arrive on site and for repairs to be enacted.
We will continue to monitor progress and provide updates as soon as we’re able.
There is an outage impacting a subset of Fiber customers in San Francisco. Engineers are currently investigating, and hope to restore service as soon as possible. We will provide further updates as we are able, and apologize for any inconvenience.
Update – 1pm: We have confirmed with our vendor that our inbound calling issues are related to a larger outage. Calls can currently be made into our call center, but we have had reports of intermittent issues regarding call quality. We apologize for any inconvenience and hope to have this resolved soon.
At 9:45am, we became aware of an issue impacting all inbound calls to our customer support team. We are investigating the issue and hope to restore functionality as soon as possible.
While we work toward resolving the persistent phone issues, we’re available to assist you via the following channels:
SMS
Social Media
Early this morning we became aware of an issue with certain mail clients and operating systems that were unable to communicate with our mailserver.
The issue predominantly impacted older operating systems using non-modern security protocols. We have restored the functionality of these protocols, and your email should now be functional. We apologize for any inconvenience this may have caused.
Please restart your mail client if you continue to have issues. If problems persist, update to the newest version of your operating system for numerous functional enhancements and upgraded security.
-Sonic Support
Update – 6:25pm: This issue has been resolved and service restored. If you need to reach support feel free to give us a call.
Update – 1:30pm: We are still experiencing issues inbound to our call center. While we work toward resolving the persistent phone issues, we’re available to assist you via the following channels:
SMS
Social Media
Update – 11:55am: Calls inbound to the call center are currently operational. We are still working with our provider to address the root issues. We sincerely apologize for the inconvenience and will provide more updates as we are able.
Update – 10am: If you require assistance, reach out to us via Facebook or Twitter and we’ll do our best to coordinate a call with one of our support representatives. Please provide your username and contact information, as well as a brief description of the issue you’re experiencing, and we’ll follow up as soon as we’re able.
Update – 8:15am: We are still experiencing issues with inbound calls. We have continued to work with our provider to restore service but do not yet have an estimated time of repair, and ask that if you require assistance at this time to reach us via email (support@sonic.net) and SMS (707-800-4624). Thank you for your continued patience.
Update – 6:50pm, we have confirmed the inbound call issue is with our provider and are currently working with them and upstream carriers toward resolution. This issue has the highest priority but we do not, at this time, have an estimated time of resolution. In the meantime the Sonic Support team is still available via email, SMS and social media platforms.
At 1:40pm, we became aware of an issue impacting all inbound calls to our customer support team. We are investigating the issue and hope to restore functionality as soon as possible.
We apologize for the inconvenience and will provide subsequent updates as soon as we are able.
-Sonic Support
5:27pm: Network functionality has been restored. If you continue to experience any issues with service, please call our technical support team at your earliest convenience.
3:50pm: Network Technicians are on site determining the nature of the issue and are working to restore connectivity.
At 11:45am we became aware of an outage impacting Fusion DSL customers in Sunnyvale. We are actively investigating, and hope to restore service as soon as possible. We appreciate your patience and will provide further updates as we are able.
-Sonic Support