Update 9/30/21 1:20AM: This work is now complete
Tonight, 9/29/21, starting at 11:59 PM, we will be performing non-intrusive maintenance on core routing equipment in our northern California network.
We do not expect this work to cause any customer impact. The maintenance window is open until 4am.
-Network Engineering
Update 9/28/21 12:34AM : Tonight’s work is successfully completed.
Tonight (9/27/21) at 11:59PM we will be performing emergency maintenance on hardware serving a subset of Fusion DSL and Flexlink Ethernet customers in the Daly City area. The expected down time is about 15-30 minutes. The maintenance window will be 4 hours.
-Network Engineering
Update 12:21AM: Tonight’s maintenance has been successfully completed.
Tonight, 9/14/21, starting at 11:59 PM, we will be performing non-intrusive maintenance on core routing equipment in our northern California network. We do not expect this work to cause any customer impact. The maintenance window is open until 4am.
-Network Engineering
Update: 11:37pm – The majority of all affected customers are now restored. We are manually restoring the ones that remain. The cause of this outage was a planned vendor maintenance event for power work that caused an equipment power redundancy failure on a core router despite being fully powered on backup feeds. The interruption in traffic while routes shifted caused certain customer routers to flood our DHCP servers beyond capacity. If your internet service is still down, reboot your router. If problems persist please reach out to customer support during business hours.
Update: 10:51pm – Services are restoring now across our platforms.
We are investigating service disruptions on our residential Fusion Fiber services. Issues include intermittent data and voice connectivity. We are working quickly to restore services. Updates to follow.
-Network Engineering
Update(4:17) Maintenance is now complete.
Tomorrow morning, 9/3/21 at 2:00am PDT, we will be performing intrusive maintenance on a small subset of customers in San Francisco. Data and voice services will be intermittent for the duration of the maintenance window while work is performed. Full restoral is expected for all users at the end of the window.
-Network Engineering
Update: This work concluded at 3:30 A.M with all post-checks completing successfully.
Update: This work has been postponed to 7/29/21 @ 2 A.M.
Tomorrow morning (7/28/21) at 2 A.M we will be performing routine system maintenance on a small subset of Fusion Fiber customers in the San Francisco and Berkeley areas. Data and voice services will be interrupted briefly. The maintenance window is 3 hours.
~Network Engineering
Update: 6/24/21 3:15 PM – Multiple inbound carriers have made re-routes to work around the reachability issues we have been experiencing. Due to the nature of telephone network routing we do not have control over how calls make it to our network. We will continue to collect examples, escalate, and test with the other telephone companies involved If anybody continues to experience dialing delays when calling Sonic customers please open a trouble case with your phone company. We are actively engaged with Verizon, Comcast, and Bandwidth to discover which telephone carrier in the call path is causing these troubles.
Update: 9:37 AM – We have made progress with inbound carriers and our testing has yielded an improved call completion rate. We are continuing to test and work with other inbound routes to isolate and resolve any lingering dialing issues.
We are currently investigating inbound call issues to Sonic customers. The problem does not seem to be systemic at this time, but with some calling parties to Sonic telephone numbers. Symptoms include Post Dial Delay (PDD) after dialing into a Sonic telephone number, and occasional error messages played back to the calling party. We have escalated the issue with the call paths that lead to us and are working to resolve.
~Network Engineering
Update 6/4 12:35AM: Maintenance successfully completed for tonight.
Tonight at 11:59, we will be performing maintenance on network hardware that up-links servers for a variety of Sonic services including email and web hosting. All involved equipment is redundant and we do not expect any impact to Sonic customers. The maintenance window is open until 4am.
-Network Engineering and Systems
Update 5/26 12:33AM: Maintenance successfully completed for tonight.
Tonight (5/25) at 11:59PM, we will be performing maintenance on core routing equipment that is part of our bay area ring. We do not expect this work to cause any customer impact. The maintenance window is open until 4am.
-Network Engineering
Update 5/19 12:40AM: Maintenance successfully completed for tonight.
Tonight (5/18) at 11:59PM, we will be performing maintenance on core routing equipment that is part of our bay area ring. We do not expect this work to cause any customer impact. The maintenance window is open until 4am.
-Network Engineering