Category: Uncategorized

We are currently investigating a legacy DSL outage that affects a sub-set of users in Northern California. We are actively working to resolve this outage and restore services as soon as possible.

• Network Engineering

Update: This issue has been resolved. If you’re still experiencing connectivity issue’s, then please reboot your modem/router prior to contacting Support.

Update(6:16pm): An separate hardware issue causing some customers to experience significant packet loss has been isolated and resolved. At this point, we believe all connectivity issues relating to this maintenance have been resolved.

Customer Care will be closed from 2:00pm to 3:00pm on Friday, November 10th to hold our annual benefits meeting.

Our 24×7 network operations team will be on call for our enterprise, dedicated circuit, and co-location customers.

– Andrew & Support

During emergency maintenance yesterday evening (11/8/17) a portion of Fusion Fiber customers in San Francisco experienced loss of service. We are currently working to restore service to the affected customers.

Update: Support has restored service to all customers that could be repaired remotely. Support is compiling a list of customers still affected by the outage and reaching out to them to get service restored.

Update (1:15 pm): All services affected by the outage are now restored.  If you are having any problems with your Fiber service please contact Support.

Next week,  11/13/2017 through 11/16/2017 starting at 11:59pm, Sonic will be upgrading equipment serving Fusion Fiber customers throughout the Brentwood area.  Expected customer downtime is 15 minutes while the equipment reboots.  The maintenance window will be 5 hours for each night.

-Network Engineering

Update(11/15 3:49am) – upgrades to all locations in the Brentwood area are now complete.

Tonight (Wednesday, November 8th) at 11:59 PM, Webmail (https://webmail.sonic.net) will be unavailable for a brief time while we install a minor version upgrade.

Maintenance is expected to last 15 to 30 minutes.  No other mail services are affected, and you can use our Webmail Beta application to check your mail during the maintenance.

UPDATE: 12:14 AM.  Maintenance complete.

Tonight at midnight we will be performing maintenance on equipment in the Sonic network core. Customers may experience a very short period of instability when reaching Sonic infrastructure such as mail and DNS.

-Network Engineering

Update (12:13am) – Maintenance is now complete

UPDATE: Maintenance complete.

Starting at 11:59pm this evening, SOC will be running updates on multiple customer facing systems. The following services may experience brief outages during the maintenance window:

• VPN
• Webmail
• FTP
• Customer Databases
• Faxline
• Member Tools
• Forums
• Sonic.com
• Wiki
• Fusionbroadband.com

This post will be updated when the maintenance is complete.

Tonight at midnight, we will be performing maintenance on equipment serving a small subset of customers in the San Francisco area. We do not expect any impact to service during this maintenance.

Update – Maintenance was completed around 12:30am

– Network Engineering

Early this week a WiFi vulnerably was reported called KRACK (Key Reinstall Attack). This attack affects many wireless client devices and WiFi repeater devices including cell phones, laptops, and wireless extenders.

Sonic supplied WiFi equipment from both Pace and SmartRG operate as wired access points, and as a result are not vulnerable to KRACK. No update or patch is required. But if security updates are necessary in a future situation, note that Sonic remotely manages all Sonic-branded equipment, so we can proactively push configuration changes or new firmware when required.

That said, your client devices may still be vulnerable. In order to protect your devices, we recommend that members keep them updated with the most recent patches provided by the manufacturer. Check your devices for updates, or contact the manufacturer of the devices for information and support.

Sonic