This event has been merged with: https://sonicstatus.com/2020/05/06/petaluma-and-rohnert-park-enterprise-fiber-outage/
11:06pm: At this time, it appears as though this outage is only impacting a small subset of customers. Our network engineers are still determining the root cause and will restore service as soon as they are able. Thank you for your patience.
We are currently experiencing a Fusion Fiber outage in Petaluma.
Engineers are working to identify and resolve the issue as soon as possible, and we will be providing further updates as we are able. We apologize for the disruption, and hope to restore connectivity soon.
-Sonic Support
Update 4:25pm: Repairs have been made, and the outage has been cleared. If you are still experiencing any issues with connectivity, please reboot your ONT. If issues persist, call support at your earliest convenience. Technical Support can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.
Update 1:24pm: The maintenance was unsuccessful, and technicians are en route to enact repairs. We will provide further updates as we are able.
There is a service outage impacting a small subset of customers in San Francisco. We have scheduled intrusive maintenance to take place at 1pm today, 5/3/2020, requiring 10-15 minutes of downtime to restore all connectivity. We apologize for the inconvenience, and hope to restore service shortly.
-Sonic Support
Due to changing geographic area code overlays, we will be updating our Fusion Voice Service. On 4/22/2020 at 2pm, our voice service platform will be updated to require 10-digit dialing in the following area codes:
213 – Los Angeles
279 – Sacramento
916 – Sacramento
341 – East Bay
510 – Oakland
661 – Kern County, Tulare County, Santa Barbara County
If you have any stored numbers (speed dial, etc..) please remember to update these to include the intended area code at your earliest convenience.
Note: Three digit and emergency service numbers, such as 911, do not require an area code.
-Sonic Support
During the outage last night, a tremendous number of impacted customers scheduled callbacks through our phone system. After resolving the outage, we found that the overwhelming majority of these outstanding requests have been cleared of the outage, but due to the volume, are diminishing the ability for customers to reach support.
We have purged all pending callbacks from 4/8 from our system. If you are continuing to experience issues, please give our support team a call at your earliest convenience so we can get your service restored.
Due to ongoing health concerns regarding the coronavirus our lobby will remain closed until further notice.
We apologize for any inconvenience this may cause, but sincerely appreciate your patience while we do what is best for our team members and community. During this period of time customers will be unable to drop off equipment for return. Shipped equipment can still be returned and will be processed as usual by our logistics team.
If you have any questions or concerns, please call our customer care team at 1-888-766-4233 at your earliest convenience.
-Sonic Support
Update: Phone Maintenance is now complete, and support will remain open until 10pm.
Update: Maintenance has taken longer than anticipated, and we expect to conclude the maintenance at 9pm, rather than 8pm.
Beginning at 6pm, our call center will be unreachable due to emergency maintenance on our internal voice network. We anticipate downtime from 6pm – 8pm.
This will impact customer support, and sales. Our NOC Hotline will remain operational. If you require support during this time, please email us at support@sonic.net, or contact us via text at 707-800-4624.
We apologize for the inconvenience and hope to restore voice service as soon as possible.
-Sonic Support
Update: At 5pm, core equipment serving impacted areas was brought down for emergency maintenance. Impacted areas now appear to be back online. If you continue to have issues, please powercycle your ONT or Gateway. If problems persist, call support at your earliest convenience.
At 1:30pm, an area in San Francisco experienced a brief power outage which resulted in loss of service. After power was restored, some fiber circuits became non-responsive. Network Engineers are assessing the situation, and we will provide more information here as it becomes available.
-Dan & Support
Update: At 9:30, data connectivity has been restored. If you are still experiencing loss of connectivity, please disconnect power from your ONT and Residential Gateway for at least 10 seconds, and plug it back in. If this doesn’t restore service, please contact support during normal business hours. Support is available 8am – 10pm, seven days a week.
Update: At 9:04pm, we have identified an issue with a core piece of equipment serving the Brentwood area. Our Network engineers are working to address the failure. We have received reports of connectivity being restored, but are not yet 100% stable. More information will be provided as it becomes available.
At 1:18pm, our network engineering team became aware of voice issues impacting fiber customers in the Brentwood area. As of 4:58pm, data service became impacted as well. We are currently working to resolve these issues and will provide updates as more information becomes available.
-Sonic Support
At 1:18pm, our network engineering team became aware of voice issues impacting fiber customers in the Brentwood area. As of 4:58pm, data service became impacted as well. We are currently working to resolve these issues and will provide updates as more information becomes available.
-Sonic Support