Update (11/25/20) 3:04AM: This work is now complete.
Tomorrow (11/25/20), starting at 02:00 AM, we will be performing maintenance affecting Fusion Fiber customers around Burlingame, Petaluma, San Bruno, San Carlos. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.
-Network Engineering
Update 11/24/20 4:23AM: This work is now complete
Tomorrow (11/24/20), starting at 02:00 AM, we will be performing maintenance affecting Fusion Fiber customers in the Berkeley area. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.
-Network Engineering
Update: Maintenance complete.
Tonight beginning at 11pm PST we will be applying upgrades to multiple systems including customer database servers, shell server, webmail, and our VPN servers. We expect to complete the maintenance within 2 hours.
Update: This has been resolved.
Currently we are experiencing a large denial of service attack aimed at several sonic services. We are working on mitigating this attack and restoring service as quickly as possible.
Webmail, parts of of our web cluster, and sonic.com are some known services unreachable at this time. If you are having trouble reaching them please be patient. We are working as quickly as possible to resolve this issue.
Update(6:26am): Service was restored for the the majority of subscribers inside the affected maintenance window. A subset of subscribers had service restored by 5:20am, as they required manual intervention to restore service.
On 11/20/2020 at 2am we will be performing maintenance on hardware serving Fusion Fiber customers in the East Bay. This is intrusive maintenance which will not impact voice services, but will cause data connectivity to be intermittent between 2am – 4am. The maintenance window is three hours and should conclude by 5am.
-Sonic Support
Hello Sonic Customers!
We at Sonic hope you have a safe and relaxing holiday! Sonic Support will have modified hours for 11/26/2020. We will have our phone, sms(text messaging) and email support will be open between the hours of 8am-5pm.
Happy Gobble Gobble Day!
-Sonic Management.
Update: This maintenance is complete.
Tonight beginning at 11pm PST we will be applying upgrades to multiple systems including customer database servers, shell server, members tools, webmail, and our VPN servers. We expect to complete the maintenance within 2 hours.
It’s come to our attention that T-Mobile is filtering our SMS messages used to chat with support, send notifications, OTP and password recovery. We’re working with our upstream SMS provider and hope to have this resolved soon.
Update: We’ve migrated OTP and password recovery to a different number to work around the block for these services.
-Sonic Operations
Update: 11/13/2020 – 3:40 AM : Intrusive maintenance completed at 2:40 AM, continued monitoring post-maintenance has concluded.
On 11/13/2020 we will be performing intrusive maintenance on a subset of Fusion Fiber customers in the East Bay. This maintenance will begin at 2:00am, and should conclude by 4:00am. Voice services will not be impacted, but data connectivity may be intermittent during this period. Anticipated downtime up to 30 minutes. We will be communicating to impacted customers directly via e-mail and SMS.
-Sonic Support
8:57 PM – Update: Device rebooted and service has been restored. Logs have been collected for investigation.
8:50 PM – UPDATE: Technician arrived on site at 8:38 PM and is troubleshooting the issue.
Today (11/11/2020) at 8:09 PM a gateway router serving Cloverdale went unreachable. We are investigating the issue and have a technician en route.
ETA for technician arriving on site is ~ 1 hour. Updates to follow.