Category: Support

Fusion Voice Service Update: Los Angeles, Sacramento, East Bay, Oakland, Kern County, Tulare County, and Santa Barbara County

Due to changing geographic area code overlays, we will be updating our Fusion Voice Service. On 4/22/2020 at 2pm, our voice service platform will be updated to require 10-digit dialing in the following area codes:

213 – Los Angeles

279 – Sacramento

916 – Sacramento

341 – East Bay

510 – Oakland

661 – Kern County, Tulare County, Santa Barbara County

If you have any stored numbers (speed dial, etc..) please remember to update these to include the intended area code at your earliest convenience.

Note: Three digit and emergency service numbers, such as 911, do not require an area code.

-Sonic Support

Technical Support Department Update

Update: 10/29/2019 – 12:00pm

Sonic customers with our Fusion IP Broadband service may be experiencing service interruption due to the PG&E PSPS (Public Safety Power Shutoff). Service should be restored as soon as the power is restored. If you need support the call center is open, though expect hold times as we are experiencing high call volume and are still operating with a skeleton crew. Stay safe out there.

Update: 10/28/2019 – 12:56pm

We are now taking calls as well as responding to tickets but are still operating with a skeleton crew. Please forgive any hold times you may experience. We will update when operations are back to normal or if the situation changes.



Sonic’s Technical Support team is currently operating on a skeleton crew due to our home down being under evacuation orders as a result of the spread of the Kincade fire. As a result our Technical Support department is unable to respond to incoming calls. We are handling customer issues via tickets as quickly and accurately as we can.

To create a Technical Support ticket please email We will be resuming regular operations as soon as possible.

Thank you for your patience and understanding.


Sonic Tech Support Phone Outage

10/7/18 1:30PM – We are presently experiencing issues with our office PBX preventing our tech support from taking customer calls.  The problem is being investigated and we will update with more info ASAP. Thank you for your patience.

-Sonic NOC


Update 2:50pm – Issue has been resolved, phone service has been restored.

Thank you for your patience.

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.

Customer Care Closing Early 11/3

Customer Care will be closing at 9:30pm on Friday, November 3rd for our Movie Night, and will re-open Saturday, November 4th at 8:00am.

Our 24×7 network operations team will be on call for our enterprise, dedicated circuit, and co-location customers.

– Dan & Support

Legacy DSL Partial Outage

This morning an access link between our network and our provider began experiencing issues and caused a subset of our legacy DSL customers become affected by an outage.
We are actively working to resolve this outage and restore services as soon as possible.


Update: 10:16am
All customers affected are confirmed operational.

Any further interruptions or outages should be reported via the normal means to our Support Hotline


Happy Birthday to us!

On 8/1/16 at 5:30pm Sonic will be closing to celebrate our 22nd birthday. Our 24×7 network operations team will still be on call for our Enterprise, dedicated circuit and colocation customers.

Tuesday we will return to our normal working hours.

-Michael and Support.


Call Center Virtual Hold Issue Resolved

When Sonic customer service hold times exceed a few minutes, we offer “virtual hold”, allowing customers to receive a call back when their turn comes up. But over the last couple months, Sonic’s callback assist system reached an internal capacity limit and was sometimes silently failing to make the scheduled return calls. This occurred intermittently for some weeks.

For any who experienced a failure to receive a return call, please accept our apologies! We have increased capacity to remedy the issue, and will watch closely for this in future.

If you need to reach support by phone, you can request a call in queue without waiting on hold by clicking on “Request a Call” on the Support page at You can also access our Member account tools to make updates to your account, payment info and services, via the Member Tools link at the top right of our home page.

-Dane, Eli & Jasper