Author: Jacob Karinen

Service issues in East Bay 03-15-2021

Update – 1:40pm:

The outage has been cleared, and connectivity should be restored. If you continue to experience any issues, please give our support team a call at your earliest convenience.

 

We are experiencing service issues that are impacting our East Bay fiber users. We’re looking into the problem and are working to resolve it as soon as possible. We will update this post as we get more information and an ETR.

 

 

Sonic Support Outage 3/11/2021

We experienced a short outage where calls to technical support did not get through. We believe the issue is resolved as of 8:23am. If you tried to reach support but did not get through please try again. If you experience any issues contacting technical support over the phone please let us know via email, social media post, sms, or commenting here.

Sonic.com currently down.

We are currently experiencing issues with our internal tools as well as on our website, Sonic.com. We are currently working to resolve this as quickly as possible. Updates will be provided as soon as they come in. Thank you for your patience.

Fusion DSL outage in Woodland 1/16/2021

Update 10:00am – Cable has been repaired and service has been restored.

Update 6:30pm: Problem is not equipment based but looks to be a issue with our cable vendor. Working with them on a repair. No ETR at this point.

Update 2:35pm: Replacement equipment has been picked up and is on its way for repair. ETR 3 hours.

 

We’re currently experiencing an outage impacting customers on our Fusion DSL service in the Woodland area. This outage started around 12:56pm. A technician has been dispatched to repair the issue. There is currently no ETA for the repair. Updates will be added as they come in. Thank you for your patience.

Internal phone maintenance

We are performing internal phone maintenance on 12/29/2020 and we expect to be done by 6am. Our support line should be available during our normal office hours of 8am to 10pm. If you experience any issues contacting us over the phone please reach out to us by replying to this MOTD, emailing support@sonic.com, or by contacting us on social media (such as facebook or twitter).

Outage in SF on our Fusion Fiber 06/15/2020

Update: Our engineering team restored the equipment that was having issues and service should be back up. If you’re having connectivity issues please power cycle your equipment and if it still doesn’t come back online contact support at 855-394-0100

 

We are currently experiencing a signal-no-surf outage in SF on parts of our fiber network. This outage started around 10:30pm on 06-14-2020. If you’re currently experiencing issues on your fiber connection and are not in SF please proceed with normal troubleshooting or reach out to our support team at 855-394-0100. Our engineers are working to determine the cause but we do not have an ETR. As soon as we have one this post will be updated.

Brief outage in San Francisco 05-20-2020

Correction: This impacted a subset of DSL customers. If you continue to experience any issues, please powercycle your modem, and call our support team as necessary. We apologize for any confusion.

This morning, 05-20-2020, we experienced a brief outage on our fiber network starting at 8am that was repaired at 8:30am. If you are experiencing a loss of connection on your fiber line please try power cycling your ONT and if issues still persist please reach out to our support team at 855-394-0100.

Fiber outage in San Francisco

03/08/2019

 

A subset of our fiber customers in San Francisco is currently experiencing a signal-no-surf outage. Our engineering team is working to restore service as quickly as possible. An update will be made when service is restored.

 

Update: The repairs are done and service should be restored. If you’re still experiencing trouble please power cycle your ONT and if that doesn’t restore service please contact our support at 855-394-0100