Update (2:45AM): Maintenance complete.
Tonight, March 23rd, beginning at 11:59 PM we will be performing maintenance on core routing equipment in the LA area. Users may notice some routing instability during this procedure. The maintenance window is 4 hours.
Tomorrow night at 11:59 pm 3/23/2023 we will be turning on IPv6 to a small subset of residential fiber customers in the San Carlos and San Mateo areas. There is no expected downtime during this operation. The maintenance window will be 4 hours.
-Network Engineering
Sonic’s legacy webmail system has been upgraded to the latest version of SquirrelMail: 1.5.2. This has led to some minor UI changes which some people have noticed. Additionally, the spell-checker has been deprecated as that function is duplicated in your browser.
While we believe the system is now stable and functioning correctly, if you do find anything broken please do not hesitate to let us know.
Update – 3/24/23 12:42AM – Tonight’s maintenance has been successfully completed.
Tomorrow night at 11:59 pm 3/23/2023 we will be turning on IPv6 to a small subset of residential fiber customers in the Richmond District and Burlingame area. There is no expected downtime during this operation. The maintenance window will be 4 hours.
-Network Engineering
Update 3/23/2023 1:33AM: Maintenance is now complete. All devices should now be restored. If you are experiencing any issues please reboot the ONT and router. If issues persist please contact our support team for assistance.
Wednesday, March 22nd, starting at 11:59PM, fiber customers in Oakland will experience a brief service interruption while we perform some maintenance. The expected downtime is about 30 minutes while the equipment upgrades. The maintenance window will be 2 hours.
-Network Engineering
This morning, it was brought to our attention that a large subset of customers are experiencing connectivity issues in Brentwood. We are currently investigating but do not have an ETR at this time.
Update 10:15am: We have discovered a power issue and are working to restore connectivity. Estimated time of repair is expected between 12:00pm and 1:00pm
Update 1:30pm: Power has been restored and services appear to be operating as intended. If you are still experiencing issues, please contact support.
Update – 3/17/23 12:10AM – Tonight’s maintenance has been successfully completed.
Update – This maintenance has been postponed to 3/16/2023 at 11:59pm
Tomorrow night at 11:59 pm 3/15/2023 we will be turning on IPv6 to a small subset of residential fiber customers in the Redwood City area. There is no expected downtime during this operation. The maintenance window will be 4 hours.
-Network Engineering
Update 6:30pm: We have successfully completed all repairs. Please reboot your equipment and if you are still affected, text our support team at (833) 836-0300 or you can call us at (855) 394-0100.
Update 3:39pm: We have restored connectivity for over 56% of affected circuits. We anticipate full restoration by 6:30pm.
Update 10:22am: A vehicle accident caused the damaged to the pole. All carriers on this pole have been affected. Our estimated time of repair is 6pm. Again, thank you for your patience.
We are aware of a fiber outage in San Francisco that is affecting customers in the area. There was damage done to our fiber as a result of a downed pole. Our splicers are on site assessing the damage. We will provide an ETR as soon as we are able and keep you updated as we get more information. Thank you for your patience.
Update(12:07am) Maintenance Complete
Tonight at 11:59 pm 3/9/2023 we will be turning on IPv6 to a small subset of residential fiber customers in the San Francisco area. There is no expected downtime during this operation. The maintenance window will be 4 hours.
-Network Engineering
Update: 4:49pm We are now seeing users come up once again. Please reboot your ONT and then your router if you are still having issues.
Update: 4:15 pm. We are still seeing some customers service not be restored yet. We are working on a fix currently and will update you once the fix has been made.
Update: 3:21 pm Service should be restored. Please perform a reboot on your router if you are still having issues. Thank you.
Update 2:55pm : We are aware that customers are now getting DHCP but are still unable to surf. We are working on getting this resolved. We will update once we have a timeframe.
Update: DHCP has been restored and users should have service restored. If you are still having issues please reboot your router and see if this resolves the issue.
Hello Sonic Customer,
We are currently are aware of an outage in San Francisco that is affecting a large amount of customers in the area. From early reports it seems that we are having a light-no-surf issue. This has caused all users affected to lose DHCP. We are currently rolling out a fix to correct this issue. Service is estimated to be up by 2:45pm. We will keep you updated as we get more information. Thank you for your time.
-Sonic Support