Update(1:10am) All maintenance successfully completed.
Tonight, (10/14/19) at 11:59PM, we will be performing upgrades on equipment serving our residential and enterprise fiber customers in the city of Brentwood. Connectivity will be impacted for all customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of around 30 minutes. An update will be provided on the completion of our maintenance.
-Network Operations
Sonic is closely monitoring internal systems and prioritizing response plans in the event that the planned PG&E service outage continues beyond the scope of any back-up power systems that may be affected. To ensure up-time we have mobilized all internal resources to respond to events when applicable.
~Network Engineering
Update – For further discussion, please go to https://forums.sonic.net/viewtopic.php?f=10&t=13716
UPDATE: This maintenance has been canceled due to unforeseen circumstances.
Starting at 11:59pm on 10/8/19, we will be performing upgrades on the aggregation equipment serving all enterprise SSE circuits not based out of southern California. Connectivity for IP access and private transport will be impacted during the course of this work. Expected customer downtime is under 60 minutes, but the maintenance window will commence until 4:00AM in event of unexpected circumstances. An update MOTD will be provided on the completion of our work.
-Network Engineering
Update(1:00am) Maintenance successfully completed.
Tonight (10/2/19) at 11:59PM, we will be performing upgrades on equipment serving residential and enterprise fiber customers in and around the Outer Mission and Excelsior neighborhoods of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Customer downtime of approximately one and a half hours is expected, though the official maintenance window lasts until 4AM. An update will be provided on the completion of our work.
-Network Engineering
Update(1:00am) Maintenance successfully completed.
Tonight (10/2/19) at 11:59PM, we will be performing upgrades on equipment serving residential and enterprise fiber customers in and around the Mission District of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Customer downtime of approximately one and a half hours is expected, though the official maintenance window lasts until 4AM. An update will be provided on the completion of our work.
-Network Engineering
Update(1:15am) Maintenance successfully completed.
Sunday’s power outage in the Albany/Kensington area has necessitated emergency maintenance on aggregation equipment serving a subset of residential and enterprise fiber customers there. Tonight (9/30/19) at 11:59PM we will be performing service impacting work on said equipment. Customer downtime of approximately one and a half hours is expected, though the official maintenance window lasts until 4AM. An update will be provided on the completion of our work.
-Network Engineering
Network Engineering is currently investigating an outage affecting customers in Albany/Kensington. An update to this post will occur when more details or a significant change emerges.
UPDATE: Upon further investigation, there appears to be a large scale power outage in the area. We are awaiting resolution of this, before determining if any further steps need to be taken.
Update (1:00AM): Maintenance successfully completed. Customer impact should have been limited to approximately 30 minutes.
Tomorrow (9/17/19) at 11:59PM, we will be performing upgrades on equipment serving residential and enterprise fiber customers in the Richmond district of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of less than 60 minutes. An update will be provided on the completion of our work.
This week, our Central Office Technicians and Network Engineering teams will be continuing a series of maintenance window operations in our Central Offices that will affect our copper-based services such as Fusion and FlexLink.
For the majority of our customers, this late-night work will largely not affect them. But for some of you that are awake late, like me, or have services running that require internet access during our maintenance window, this work will be impactful. These hardware upgrades are quick procedures lasting only 5-10 minutes of total downtime and are routine and simple operations for us. Your modem will not lose sync, but traffic between the modem and the internet will cease to flow. You may notice this as webpage timeouts, pauses in streaming media such as music, some video streaming platforms, and of course gaming.
We have monitoring systems in place to ensure traffic returns to normal and your internet is back to functioning as you expect it to. If you believe you are still impacted by this, please contact our support department.
Areas affected Tonight:
Areas affected tomorrow night
Sonic Support
– You can request a call – Click the button at sonic.com/support
– Request a text (SMS) – Click the button at sonic.com/support
– call 855-394-0100
– email our ticket queue at support@sonic.com
Thank you for your patience!
-Michael Tardif, Network Engineers, and Central Office Technicians
Update: 2:00AM – Our work was successful and customer downtime was less than the expected 60 minute window.
Tomorrow (8/7/19) at 11:59PM, we will be performing upgrades on equipment serving residential fiber customers in the Sunset district of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of less than 60 minutes. An update will be provided on the completion of our work.
-Network Engineering