Hello my Super Sonic Friends!
Hello,
Emergency maintenance is required on 12/17 between 5pm and 6pm to fix a one way audio issue. We estimate that service will be impacted for up to 15 minutes. Customers impacted have been contact via email and text message. Thank you very much for your patience.
Regards,
Sonic Support
UPDATE (12/13/20 – 8:45pm) Repairs to our fiber infrastructure have been completed and service is now restored.
UPDATE (12/13/20 – 5:14pm) Our technicians are still working as fast as possible to resolve the fiber outage.
UPDATE (12/13/20 – 2:04pm) Our technicians have arrived on site and are working to repair damage to our fiber infrastructure.
UPDATE (12/13/20 – 9:40am) Our technician has identified the possible location of the issue and we are working with our engineering team to get this resolved quickly.
UPDATE (12/13/20 – 7:43am): A Technician is en route. ETA 8:15am.
UPDATE (12/12/20 – 10:08pm): We are still working to get service restored and will be sending out a dispatch tomorrow morning.
We are aware of a Fusion Fiber outage affecting some of our San Francisco Bay Area customers. We are working to restore service as soon as possible but do not currently have an ETR. More updates to come shortly.
Update (12/10/20) 3:57AM This work is now complete.
Tomorrow, (12/10/20), 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
Update (12/3/20) 3:45AM: This work is now complete.
Tomorrow, (12/03/20), 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
Update (12/02/20) 4:02AM: This work is now complete.
On Wednesday (12/02/20), 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
Update: 3:25 AM Maintenance is completed
On Tuesday (12/01/20), starting at 03:00 AM, we will be performing maintenance affecting Fusion Copper customers in the Mill Valley area. Expected down time is approximately 15 minutes. The maintenance window is 3 hours.
-Network Engineering
Update (Nov 30 15:00:34 PST 2020): At this point in time the fiber optic cabling that was damaged has been repaired and customer services are restored.
Update (Nov 30 14:00:15 PST 2020): Significant progress has been made with repairs of the damaged fiber optic cabling. This post will get updated when service has been fully restored.
Update (Nov 30 11:56:22 PST 2020): The issue appears to be with fiber optic wiring serving the equipment in Novato. We have technicians working to repair the affected cabling and will post more updates as the repairs proceed.
Our team is currently investigating an outage in Novato that will affect all Fiber customers. We currenlty do not have an ETR for service restoration, but more updates will come.
UPDATE: 11/25: 12:13P – We are seeing affected users come back online. We are still in the process of verifying that all are back up and we will continue to post any new updates we get here until all of the affected users are confirmed online.
UPDATE: 11/25 9:27a – We have reports that the problem has been found on our vendor’s network and repairs are underway. We will continue to post updates here as they come in.
11/25 8:55a – We are getting reports of an outage that is affecting several Sonic Enterprise customers in the Los Angeles area. We are actively working to resolve this issue and more information will be posted here as it becomes available.