Author: Michael Tardif

Sonic Fiber Network Maintenance

Update: As of approximately 10:15am all services, both data and voice were restored. RFO to follow.

Update: 8:40am – For the remaining customers that are still without service, we are currently working with our hardware vendor’s engineering team to resolve this as quickly as possible.

Update 7:29am – A large portion of the remaining subscribers have had their services restored, however we are still pushing to bring back the remaining circuits. At this time the root cause of the problem is unknown, but we have a procedure to bring subscribers up incrementally that we will continue to exercise.

Update 6:29am – The service migration has failed to restore service for a number of customers. We are working to restore service as quickly as possible and will provide updates hourly.

Update 4:46am – We have isolated the cause of the issue and are working to resolve by migrating services to restore connectivity.

Update: Some customers in the Albany area are experiencing intermittent connectivity. We are investigating the root cause and will post updates as they become available. The remaining customers in other regions are back online.

Tuesday, 04/27/21, starting at 2:00 AM, we will be performing intrusive maintenance affecting residential and small business Fusion Fiber service in the east bay and Burlingame regions. Expected telephone and internet access downtime within the maintenance window is approximately 30 min as we perform system upgrades on the affected central office hardware. The maintenance window is 2 hours.

San Carlos & San Bruno – Intrusive Maintenance for Fusion Fiber Services

Update 4/26/21 3:49AM: This maintenance is now complete.

Monday, 04/26/21, starting at 2:00 AM, we will be performing intrusive maintenance affecting residential and small business Fusion Fiber service. Expected telephone and internet access downtime within the maintenance window is approximately 30 min as we perform system upgrades on the affected central office hardware. The maintenance window is 2 hours.

-Network Engineering

San Carlos – Intrusive Maintenance for Fusion Fiber Services

Update: This op is being postponed.

 

Wednesday, 04/14/21, starting at 2:00 AM, we will be performing intrusive maintenance affecting residential and small business Fusion Fiber service. Expected telephone and internet access downtime within the maintenance window is approximately 30 min. The maintenance window is 2 hours.

-Network Engineering

Brentwood & Petaluma Area Fusion Fiber Intrusive Maintenance

Update: As of 2:25 AM all circuits have recovered from the interruption of service. All post-maintenance monitoring has shown circuits as stable. This maintenance is complete.

03/10/2021 starting at 2:00 AM PST, Fusion Fiber customers in the Petaluma and Brentwood areas will experience a brief service interruption while we perform some maintenance. The expected down time is approximately 30 minutes for internet access only. Telephone services will not be affected unless using 3rd party VoIP on the affected data connection. The maintenance window will be 3 hours.

Healdsburg – Fusion DSL Intrusive Maintenance

Update: All users recovered at approximately 2:15am. All post-upgrade checks have concluded. This maintenance is now complete.

Tomorrow morning (3/4/2021), starting at 2:00 AM, a subset of customers in the Healdsburg area will experience a brief service interruption while we perform system upgrades. The expected down time is about 15-30 minutes while the equipment reboots. The maintenance window will be 2 hours.

– Network Engineering

Healdsburg Services Down

Update: 10:03pm. Residential services are NOT affected. This is affecting a small subset of Enterprise users which have been contacted directly.

As of approximately 9:20 pm this evening (2/26/21) the serving equipment in the central office for our Healdsburg Fusion DSL customers (data and voice) went unreachable. We have a technician with a replacement assigned to the job and we will post updates for status shortly.

Sebastopol – Fusion Fiber Intrusive Maintenance

Update: 3:00 A.M. This work completed successfully. All customers are back up and operational. If issues are experienced please reach out to support (sonic.com/support)

On 2/3/21 starting at 2 A.M. we will be performing routine maintenance on equipment serving Fusion Fiber customers in Sebastopol. The maintenance window is 3 hours. Approximately 30 minutes of downtime is expected within this time period.

~ Network Engineering

Non-Intrusive Santa Rosa Business Fiber Power Maintenance

Update: This maintenance was completed on 1/12/21 at 12:25am.

 

 

On 1/11/2021 starting at 11:59pm we will be performing routine power maintenance for equipment serving a sub-set of our Enterprise Fiber (Sonic Business Fiber) customers in a Santa Rosa. This work is expected to be non-intrusive. The maintenance window is 4 hours with no expected interruptions.

IPv6 Rapid Deployment (6rd) Connectivity Issues

Update: 2020-12-14 10:46 AM – We believe this to be fixed as of Saturday after a weekend of monitoring. Please report problems to technical support if issues persist.

Network Engineering is currently investigating issues with 6rd routing. We have restored some customers but are investigating clearing up remaining connectivity issues for the rest.

Fusion DSL Outage – Oakland Area

Update: 11/13/2020 – 2:32 AM : Issue cleared.

Update: 11/13/2020 – 2:17 AM : Technician on site and device fully recovered.

Update: 11/13/2020 – 1:24 AM : Router temporarily recovered.

Update: 11/13/2020 – 12:23 AM : Technician is en route. ETA 1:45 AM.

On 11/12/2020 at 11:48 PM a router went unreachable for a subset of Fusion DSL customers served in Oakland, CA. Network Engineering is currently investigating. Symptoms are modem still in sync, but no surf or phone service. Updates to follow.