Author: Jacob Karinen

Small fiber outage in Berkeley/Albany area

Update(8:25pm): We believe this series of outages has been resolved as of this moment. If you are still seeing issues with your connection please restart your ont and router. We were able to gather relevant diagnostic data from our equipment to bring to our vendor and work towards a permanent fix.

We are experiencing an outage in the Albany/Berkeley area after a recent brownout. We’re working on getting service back up and expect to have everyone back online within 45 to 60 minutes. Around 5 to 5:15pm.

Fusion Fiber service disruption in Sunset area

Update 10:12am: We have repaired the issue and service should be restored. If you are not able to get online please try power cycling your equipment by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

 

We are currently experiencing a service disruption on our Fusion Fiber service in the Sunset area. We do not have an ETR at the moment.

Fusion Fiber service disruption in Albany

Update 4:45pm: We believe the issue is resolved now. If you are not able to get online please try power cycling your ONT by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

 

Update 4:28pm: Most users are back up but we’re still seeing some issues with intermittent service. We’re working towards getting them repaired and ETR is by 5pm.

 

UPDATE: We believe the issue has been resolved. If you are not able to get online please try power cycling your ONT by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

 

We experienced an interruption with our Fusion Fiber services in Albany starting around 12:20pm. We are working to get regular service restored as quickly as possible but don’t have an ETR at this time.

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.