Author: Jerriel Mcdonald

Outage affecting a subset of customer in SF

Update: This outage has been marked clear. If you are still having issues please give our Tech Support Team a call at 1-855-394-0100 8am-10pm 7 days a week.

 

Hello Everyone!

 

We are currently aware of an outage in SF that is affecting a subset of customers. If you have not already please power cycle the ONT and router and see if this resolve the issue. We are working towards resolving this issue as quickly as possible.

 

-Sonic Support

Emergency Maintenance in the San Francisco area

Update 11:44am : This was posted in error and was orginally intended for direct to customer messaging for a limited scope of a small subsection of some customers in the San Francisco area. That maintenance is complete. There are no further disruptions.

Hello,

We need to perform emergency maintenance on the equipment serving you. We have sent out an email to those affected. This maintenance is planned to start at 11AM today which will take down the network. We will be up shortly after that. We apologize for any inconvenience this may cause.

Regards,

Sonic Support

Sonic Support Holiday Hours for 11/25/2021

Hello Sonic Customers!

We at Sonic hope you have a safe and relaxing holiday! Sonic Support will have modified hours for 11/25/2021. We will have our phone, sms(text messaging) and email support will be open between the hours of 8am-5pm.

Happy Gobble Gobble Day!

-Sonic Management.

Sonic Fiber 2am Maintenance

Update (10/25 12:45pm): This 2am maintenance has been canceled.  We were able to complete a mid-day fix of the small subset of customers that were affected in one region of San Francisco, and all affected customers are back up now.

 

Hello and Good morning Sonic Customers,

 

We will be doing a 2am Port reconfiguration on 10/26/2021 for our Fiber services in San Francisco. This will bring services down for a small subset of Sonic Fiber users in SF for about 30 mins. Sonic Support will not be in but can take your call at 8am Tuesday morning. Feel free to reach out if you have any questions. All customers affected by this will be sent an email and text message.

 

-Sonic Support

Independence Day

Hello Sonic Customers!

Whether you’re celebrating with with friends and family or taking this time to reflect on our country, we here at Sonic would like to wish you a Happy Independence Day. We will have modified hours of operation for customer care, and will be open from 8am-5pm 7/4/21 and will resume normal business hours on 7/5/21. Our 24×7 network operations team will remain on call for our Enterprise, dedicated circuit and collocated customers.

 

-Jerriel & Sonic Support

Planned Fiber Maintance for Albany

Hello Sonic Customers and Friends!

 

We will be performing a planned Fiber Maintenance on Thursday evening 4/15 at 10 pm and should have customers back up by 6 am on Friday morning 4/16.  We will be replacing a Fiber cable in the area that supports the backbone of our services. During this time both Internet and Phone service will be down. An email will be sent out to those customers affected. If you still have issues after the service window is complete please try power cycling your ONT. If this fails as well we will have Staff on standby at 8am PST. Expect higher then regular hold times .

 

-Sonic

 

Holiday Hours for 12/24 -12/25

Hello my Super Sonic Friends!

 

Sonic Support will be closing early for Christmas Eve and Christmas Day. On 12/24 our operating hours for Technical Support Team will be from 8am-5pm. On 12/25 we will be closed. We will resume regular operations on 12/26 at 8am.
We all here at Sonic wish you a happy holiday!

 

 

Emergency Card Reboot

Hello,

Emergency maintenance is required  on 12/17 between 5pm and 6pm to fix a one way audio issue. We estimate that service will be impacted for up to 15 minutes. Customers impacted have been contact via email and text message. Thank you very much for your patience.

Regards,

Sonic Support

Sonic Support holiday hours for 11/26/2020

Hello Sonic Customers!

 

We at Sonic hope you have a safe and relaxing holiday! Sonic Support will have modified hours for 11/26/2020. We will have our phone, sms(text messaging) and email support will be open between the hours of 8am-5pm.

 

Happy Gobble Gobble Day!

 

-Sonic Management.

Web Call Back Assistant Temporarily Unavailable

We’re currently experiencing issues with our web based call back assistant. We have temporarily turned off this functionality while we work to restore it to proper working order, and apologize for any inconvenience this may cause. Support is still reachable at 1-855-394-0100. Thank you for your patience while we work to resolve this matter