Update – The Maintenance has been canceled.
Update – The Maintenance window is 1 hour, not 4 hours. Sorry for the confusion.
Update – This has been moved to Friday Nov 13th at 5:00 AM
Tomorrow, November 12, starting at 11:59 PM, we will be performing maintenance affecting Fusion Fiber customers in Richmond. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.
-Network Engineering
Update 11/06/20 12:17AM: This maintenance is now complete
Tonight, November 5, starting at 11:59 PM, we will be performing emergency maintenance affecting a small subset of Fusion Fiber customers in Richmond. Expected down time is approximately 10 minutes. The maintenance window is 4 hours.
-Network Engineering
Update 12:58AM: This maintenance is now complete.
On Nov 5th, starting at 11:59pm, we will be performing maintenance on equipment serving the edge of the Sonic network. Customers may experience moments of routing instability, however, no connectivity interruption is expected. This maintenance window is 4 hours.
Update (11/06/20) 4:56AM: This maintenance is now complete
Update (11/04/20) 5:17PM: This maintenance is being rescheduled for 11/06/20 starting at 2:00AM
Tomorrow (11/05/20), starting at 11:59 PM, we will be performing intrusive voice maintenance on equipment serving customers in the San Francisco area.
Some customers will experience a brief service interruption while we perform this work.
The expected down time is about 20 minutes while the equipment reboots. The maintenance window will be 4 hours.
-Network Engineering
The Sonic call center phone system appears to be experiencing some issues. We are currently investigating the issue and working toward resolution. You may have some difficulty in reaching us via phone until this is resolved. Support is still available via text, email, and social media platforms.
Update:11:01 Services appear to be coming back online. Please power cycle your router and ONT and retest your connection.
Update: 11:00 We are still working with our vendor to get services restored.
Update: 10:30. Our network operation team is currently working on resolving the issue. We have escalated this issue to our vendors and are working with them to resolve this outage as quickly as possible. Thank you for the continued patience while we resolve this outage.
Update: 9:44 am. Hello fellow Sonic Customers. Jerriel here. Ill be updating this page with updates once i get them or every 1/2 hour on the hour. (starting at 10:30am) I will try to keep everyone updated as much as possible. Currently our Network operations team is working on what cause the issue and how to fix it. At this time there is no ETA on when services should be coming back up. Thank you all for your continued patience in this matter.
There is an outage impacting a subset of Fusion Fiber customers in Berkeley. We are currently investigating the situation, and apologize for any inconvenience. There is currently no estimated time of repair, but we will provide further updates as we are able. Thank you for your patience.
-Sonic Support
Update 10/30/20 1:30AM: This maintenance is now complete
Tomorrow (10/29/20), starting at 11:59 PM, we will be performing intrusive voice maintenance on equipment serving customers in the San Francisco area.
Some customers will experience a brief service interruption while we perform this work.
The expected down time is about 30 minutes while the equipment reboots. The maintenance window will be 4 hours.
-Network Engineering
Update: 3:25am Maintenance is complete.
Oct 29th 2020 at 11:00 PM we will be performing maintenance on our virtual machine network. We do not expect any service impact with this maintenance. The window for this maintenance is 4 hours.
~Network Engineering
Update(5:30AM): Connectivity has been restored to our upstream provider. Fiber DIA SSE services have be restored at this time.
At approximately 10:22 PM a portion of our Fiber DIA SSE customers are without service and hard down. We are investigating and escalating with our upstream provider to restore service.
-Network Engineering
Update (10/29/2020 – 2:22am) Maintenance completed successfully. The service interruption was extended for a subset of customers due to an issue with the dhcp server. Voice services were unaffected by this work. If your data (web browsing, email, streaming, etc.) is not working, try a reboot of your router. If that fails, contact customer support at 1-855-394-0100 or email support@sonic.com or request a text via https://www.sonic.com/support_sms_request
Tomorrow (10/28/2020) at 11:59pm we will be performing intrusive maintenance in our Berkeley and Brentwood Fusion Fiber networks. There will be an expected period of up to 45 minutes of total connectivity interruptions as subscriber devices reconnect to the network during this operation. The maintenance window is 4 hours.