Category: Uncategorized

Sonic support will close early at 5:00pm on 12/31/2022. We will return to normal operating hours on 1/1/2023 at 8:00am.

Have a happy New Year.

Sonic Support will be closing early on 12/24 at 5pm, and will be closed on 12/25. Support returns to normal operating hours on 12/26 at 8:00am.

Have a happy holiday!

Update(1:13) This maintenance is now complete.  If you are experiencing any issues please reach out to Support.

Wednesday (12/14/22), starting at 11:59 PM, a subset of residential and business customers in the Oakland area 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 4 hours.

– Network Engineering

Friday, 12/9/2022 at approximately 11:00am PST a power line fell onto a backbone fiber cable causing extensive burn damage to the entire cable serving a Local Convergence Point (LCP) for a neighborhood in the Berkeley area. Upon customer down-detection – in combination with calls to our support line – we dispatched repair crews to evaluate the extent of the damage. Unfortunately, the scope of the damage was extensive and required a full backbone cable re-splice to restore service. Crews worked for 27 hours to fully rebuild the cable to restore service to our customers. We believe all fibers to be fully restored. If you are continuing to experience a service issue, please contact support, methods here: https://www.sonic.com/support.

To modify your SMS number on file for directly messaged outage notifications, please visit https://members.sonic.net/ and navigate to ‘Account’, then to  ‘Member Information’.

On Monday December 12th beginning at 10am we will be performing maintenance on our customer shell server cluster (renumbering the primary IPv4 address for sh.sonic.net).  There may be a small period of instability while we complete this maintenance, and we estimate the work to completed within 1 hour.

Update 2:30AM: This maintenance is now complete.

Tuesday, 12/6/2022 at 11:59 PM we will be enabling native IPv6 support in Healdsburg and Petaluma for our fiber customers. This will be deployed in a dual-stack configuration that supports the IA-PD standard. Our SmartRG and Eero rental devices are fully compatible and will work in their standard configuration. No customer impact is expected. The maintenance window will be 4 hours.

– Network Engineering

Tonight beginning at 10pm we will be upgrading multiple systems, including our customer shell server cluster.  Any service interruptions should be very brief, and we expect to complete the maintenance within 2 hours.

Update 10:40pm: Maintenance complete.

UPDATE:Maintenance complete.

Tonight starting at 11pm we will be performing system maintenance. The following services may experience brief interruptions:

• IMAP/POP3
• IPv6 Tunnels

Maintenance should be complete within the hour.

– SOC

Sonic Support will be closing early at 5:00pm on Thanksgiving. Support will return to our normal operating hours of 8:00am to 10:00pm on 11/25.

Have a happy holiday!

– Sonic Support Team

Update 2:46AM: This maintenance is now complete.

Thursday (11/10/22) evening, starting at 11:59 PM, we will be performing intrusive maintenance affecting a subset of Sonic Business Fiber customers in Santa Rosa. The expected down time is approximately 30 minutes. The maintenance window is 4 hours.

– Network Engineering