Category: Uncategorized

On 1/11/2021 Customer Care will be migrating to a new voice connectivity platform. To ensure a smooth transition, Customer Care will be opening at 9am rather than 8am, to address any issues that might present themselves during the migration.

The following departments will be reachable at 9am 1/11/2021, and return to normal hours of operation the following day, 1/12/2021, at 8am.

• • Technical Support
  • Residential & Enterprise Billing
  • ILEC & Consumer Provisioning
  • Escalations & Customer Experience

We’re excited to face whatever this new year brings, not just with a new voice platform, but with the level of care and support for our customers that we’re known for. We can’t thank you enough for being part of Sonic.

-Sonic Customer Care

Update 1/8/2021 2:55AM: This maintenance is now complete.

On January 8th, starting at 02:00 AM, we will be performing maintenance affecting some Fusion Fiber customers in the San Francisco area. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.

-Network Engineering

Tomorrow night, starting at 11:59 PM, we will be performing intrusive maintenance affecting Flexlink Long-Range customers in Berkeley. The expected down time is approximately 30 minutes. The maintenance window is 2 hours.

– Network Engineering

Sonic Support will be closing early tomorrow, 12/31/2020, at 5pm for New Year’s Eve. Support will return to normal hours Friday, 1/1/2021, at 8am.

Our 24×7 network operations team will remain on call for our Enterprise, dedicated circuit and colocated customers.

-Sonic Support

Update: 1:29am: Services have been restored.

Today at 12/29/20 00:58am, we began experiencing network connectivity issues to Santa Rosa Enterprise Fiber services. We are working to restore connectivity as quickly as possible and will update as more details become available.

– Sonic NOC

We are performing internal phone maintenance on 12/29/2020 and we expect to be done by 6am. Our support line should be available during our normal office hours of 8am to 10pm. If you experience any issues contacting us over the phone please reach out to us by replying to this MOTD, emailing support@sonic.com, or by contacting us on social media (such as facebook or twitter).

Tomorrow (12/23/20) night at 11 PM we will be testing network redundancy for some services served out of part of our Northern California network.  There should be no customer facing effect, but if there is it may exhibit as short-term problems connecting to the incoming mail cluster and webmail.  All testing should be completed within an hour of starting.

Update: Maintenance is complete.

Tonight beginning at 11pm we will be applying updates to multiple systems including our customer shell server and VPN servers.  Any service interruptions to affected systems should be brief, and we expect to complete the maintenance within 2 hours.

Update: This work was completed successfully before 11:15pm.

Starting at 11pm this evening the Sonic VPN server will be taken offline for updates. We expect this outage to last no more than fifteen minutes. An update will be posted here once maintenance is complete.