Author: Kavan McCormick

PBX Upgrade

Tonight we are implementing an upgrade to our local Phone system (PBX). We do not anticipate any customer impact. This upgrade will allow us to provide better call back assistance and statistics for our incoming customer phone requests. Support should resume at the regular time of 8 am Wednesday morning. Thank you for choosing Sonic.

–Sonic IT team

SMS/Text service is currently Unavailable

Our SMS/Text service for support is currently down. We expect it to be restored shortly.

UPDATE (09:47): SMS support has been restored. We have identified the source of the issue and have taken steps to avoid future failures. Apologies for any inconvenience this brief outage may have caused.

Phone System Outage

Update 3:20 pm: Everything should be back to normal. We have reverted the earlier changes, restored hardware and configurations, and testing seems to show that phones are working as expected. Thank you again for your patience with us during the extended support outage. We are taking steps to greatly reduce the duration of such an outage in case of a future hardware failure.

Update 1:09 pm: Hardware just arrived but we have mitigated the problem to some extent and currently have limited phone capacity on our primary numbers 707-522-1000 sales and 707-547-3400 support. The Network Operations hotline is also functional at this time. If your issue does not require phone support we still advise using email and SMS for the time being.

Reminder: Despite the outage, you can still reach Sonic support via text (707) 800-4624 and email at support@sonic.net. We apologize for the inconvenience and continue to work as quickly as possible to resolve the issue.

-Sonic Support

 

–Update 9:03 am: ETA to full recovery is approximately 4 hours

–Update: We believe this was caused by a hardware failure and have dispatched a technician to retrieve a replacement.

We are currently experiencing an outage of our local phone system and we cannot be reached by telephone. We are working with our vendor to get this resolved as quickly as possible but in the meantime if you are in need of support please email support@sonic.net or send us an SMS text message at 707-800-4624 We have all hands watching those queues. Thank you for your patience.

 

Sonic IT Department