This Friday, Jan 14th at 12:01 AM we will be performing non-intrusive power maintenance on our equipment in the downtown Santa Rosa CO. We do not anticipate any customer impact during this work.
-Nathan and Tim
Update: This maintenance has been pushed to Friday, Jan 14th at 12:01 AM
At 8:03PM this evening one of the DSL aggregation routers that serves legacy DSL customers in LATA 1 rebooted unexpectedly. Service for affected customers was restored by 8:05PM. We are investigating the cause of this reboot and will monitor closely for any further issues.
-Tim and Jared
Starting at about 9:57 AM today, a distributed denial of service attack was launched at one of our DSL subscribers in Los Angeles. This resulted in reachability issues for many of our customers served out of LA. We blocked the DDoS attack at our edge within 10 minutes, thus restoring service to the affected customers.
-Nathan
Sonic.net Support and Sales will close at 9:30pm Friday December 17th for our employee movie night. Support and Sales will open at the regular time Saturday morning. Programs are required to carry their data disks at all times.
-John F. and the Sonic.net staff
This morning at approximately 7:15AM one of our legacy DSL aggregation routers failed. We have re-routed all customers served by that router to one of our hot spares, and are investigating the cause of the initial router failure. All customers affected by this outage should now be back online.
-Jared
Update: During the migration, some of the affected customers were not built out properly on the new redback. This has been fixed and those customers should be up and running at this time.
From approximately noon yesterday to 11:00AM this morning some specific kinds of messages with attachments over 512k may have been partially corrupted by some changes introduced into ours spam filtering systems enabling customers’ blacklists to be applied to all inbound email. While these changes passed our testing and behaved as expected in our lab some clients appear to format messages in a way that causes a single carriage return in the message source to be lost. This typically results in an email client not displaying the message body correctly while it still displays the attachments. We are about to start an automated repair process but it is expected to take several hours to complete scanning and repairing any affected email in all customer’s email spools. We’re sorry for any inconvenience this has caused. –Kelsey and William
Update – As of 14:45, all corrupted messages have been repaired.
Tonight, November 4th at 12:01 AM, we will be performing maintenance on our primary voice cluster. This maintenance will result in a brief loss of voice service for our Fusion voice service. This maintenance will be improving the future growth and expandability of our voice infrastructure.
-Jared, Nathan and Matt
Update: Corrected time of maintenance.
Update: The maintenance has been completed, and interruption to voice services should have only been momentary.
At 4:09 PM today the phone service at Sonic.net Headquarters in Santa Rosa abruptly cut out. We are currently working with our vendors to resolve this issue to restore phone service. This impacts our ability to make and receive calls; no Internet services should be affected, and no Fusion voice lines should be affected. Thank you for your patience.
Update 5:47 PM: Phone service at Sonic.net Headquarters has been restored.
This Tuesday, September 28 at 12:01 AM, we will be performing a maintenance reload on our ATM customer aggregation routers. This will result in 5-10 minutes of downtime for Business-T and FRATM customers.
-Jared
Today we have been having challenges keeping hold times to reasonable levels. We are suffering with hold times of 15-20 minutes today. I am very sorry for the long wait if you need assistance!
Recently we merged sales and technical support into a single group, so callers reaching out for sales receive the same customer service experience as support. That’s great because sales inquiries reach knowledgeable technical personnel, but when hold times are long it can be frustrating.
The primary call volume has been related to our Fusion product. If you are interested in Fusion, please review the sales material on the website, and keep in mind that signing up online will be the quickest way to have your order processed. It’s not necessary to call us. If you have any questions about the product, you can also write to sales@sonic.net with any questions.
For support issues that do not require an interactive dialog, feel free to email us at support@sonic.net and we will reply as soon as possible.
We have five new call center staff starting next week. Thank you for your patience as we grow!
-Dane