Update: 12:57AM – This maintenance is now complete.
Tonight (5/4/20), starting at 11:59 PM, a subset of Fusion DSL customers in the Moss Beach and Scotts Valley areas will experience a minor service interruption while we perform critical maintenance. The expected downtime is approximately 30 minutes. The maintenance window will be 2 hours.
– Network Engineering
Update: 12:30 AM Maintenance is complete.
Tomorrow night 5/5/2020 at 11:59 PM for a small subset of customers in Berkley and Sebastopol we will be updating the firmware for Sonic Fiber Small Business optical network terminals. During a 5 hour maintenance window there will be a 2 to 5 minute service interruption while the ONT reboots.
~Network Engineering
Update 4:25pm: Repairs have been made, and the outage has been cleared. If you are still experiencing any issues with connectivity, please reboot your ONT. If issues persist, call support at your earliest convenience. Technical Support can be reached at 1-888-766-4233, seven days a week, from 8am to 10pm.
Update 1:24pm: The maintenance was unsuccessful, and technicians are en route to enact repairs. We will provide further updates as we are able.
There is a service outage impacting a small subset of customers in San Francisco. We have scheduled intrusive maintenance to take place at 1pm today, 5/3/2020, requiring 10-15 minutes of downtime to restore all connectivity. We apologize for the inconvenience, and hope to restore service shortly.
-Sonic Support
Update 12:10 Maintenance has been completed.
Tonight 5/1/2020 at 11:59 PM we will be performing emergency maintenance on equipment serving Fusion copper customers in Moraga. We expect a 20 minutes service interruption during the two hour maintenance window.
~Network Engineering
Update 5/1 1:29AM – This maintenance is now complete.
Tonight, April 30th, starting at 11:59pm, we will be performing maintenance on network edge equipment serving the Northern California Sonic network. No impact is expected. The maintenance window is 1 hour.
-Network Engineering
Update: Maintenance complete.
Tonight beginning at 11pm we will be applying upgrades to multiple systems including our VPN servers. We expect any service interruptions to be brief and to complete the maintenance within 2 hours.
Update 12:31AM: Maintenance has been successfully completed.
Tonight, April 20th, starting at 11:59pm, we will be performing maintenance on network edge equipment serving the Northern California Sonic network. No impact is expected. The maintenance window is 1 hour.
-Network Engineering
Due to complications during routine maintenance between 11:20pm and 11:40pm, some users may have experience difficulty connecting to our email service. As of 11:40 service has been fully restored.
-SOC
During the outage last night, a tremendous number of impacted customers scheduled callbacks through our phone system. After resolving the outage, we found that the overwhelming majority of these outstanding requests have been cleared of the outage, but due to the volume, are diminishing the ability for customers to reach support.
We have purged all pending callbacks from 4/8 from our system. If you are continuing to experience issues, please give our support team a call at your earliest convenience so we can get your service restored.