Category: Uncategorized

Update 3:20 pm: Everything should be back to normal. We have reverted the earlier changes, restored hardware and configurations, and testing seems to show that phones are working as expected. Thank you again for your patience with us during the extended support outage. We are taking steps to greatly reduce the duration of such an outage in case of a future hardware failure.

Update 1:09 pm: Hardware just arrived but we have mitigated the problem to some extent and currently have limited phone capacity on our primary numbers 707-522-1000 sales and 707-547-3400 support. The Network Operations hotline is also functional at this time. If your issue does not require phone support we still advise using email and SMS for the time being.

Reminder: Despite the outage, you can still reach Sonic support via text (707) 800-4624 and email at support@sonic.net. We apologize for the inconvenience and continue to work as quickly as possible to resolve the issue.

-Sonic Support

–Update 9:03 am: ETA to full recovery is approximately 4 hours

–Update: We believe this was caused by a hardware failure and have dispatched a technician to retrieve a replacement.

We are currently experiencing an outage of our local phone system and we cannot be reached by telephone. We are working with our vendor to get this resolved as quickly as possible but in the meantime if you are in need of support please email support@sonic.net or send us an SMS text message at 707-800-4624 We have all hands watching those queues. Thank you for your patience.

Sonic IT Department

On Monday, August 21st at midnight, Sonic will be upgrading it’s Webmail platform. The upgrade is expected to take no more than 1 hour, during which time Webmail will be unavailable. Our beta platform will be available as a backup and other mail services will not be affected.

The upgrade includes numerous improvements, including improved performance opening folders and reading messages. If you are a frequent Webmail user, there are some impacting changes to be aware of.

Please see our forum post at https://forums.sonic.net/viewtopic.php?f=5&t=4791 for detailed information regarding the update if you use Webmail. You can also post questions, comments, or suggestions there or by emailing support@sonic.net.

The default layout has changed to be more functional on larger screens, including widescreen layouts. If you prefer to keep the current 2-column layout, refer to the forum post above for instructions on changing the settings.

In order to bring new features, support for Internet Explorer 9 and below will be dropped! If you use Webmail with IE 9 or below, it will no longer function properly. This change only affect users on Windows XP or Windows Vista. You can continue to use Webmail on XP or Vista by downloading Mozilla Firefox or an older version of Google Chrome. However, if you still use Internet Explorer 9 or below, consider upgrading as these versions are no longer safe to use and makes your computer more vulnerable to viruses and other threats.

We would encourage you to try the new version at https://webmail-beta.sonic.net prior to the upgrade to familiarize yourself with the changes and let us know if you encounter any problems using the new platform, have questions, or would like to provide feedback or suggestions.

– Sonic System Operations

Starting at approximately 10pm last night access to certain websites including wsj.com, dowjones.com and marketwatch.com became unstable due to a bad routing advertisement apparently originating from a transit partner. Network Engineering has removed this route and is conducting an investigation into the root cause of the issue to prevent the problem from occurring again.

Tonight at midnight, we will be performing maintenance on equipment serving fiber customers in the greater Los Angeles area. Expected downtime is less than 10 minutes.

Update: Maintenance complete

-Network Operations

Update (12:00pm): The issue looks to now be resolved.

Update (8:15pm): The current issue still exists. We are continuing to investigate and will be updating as new information is gathered.

Update (12:33pm): We have been able to resolve the issue for calls to Sonic hosted toll free numbers. This includes calls into our support lines. Because the current toll free calling issue is spread across multiple providers we have not been able to route around the issue for all numbers. We are still investigating and will continue to update this post.

We have received multiple reports of Sonic customers unable to call some toll free numbers. We are currently investigating which carrier is having the issue as this appears to have effected multiple providers. We will continue to post updates as we investigate.

Sonic will close early to celebrate our 23rd anniversary, Tuesday July 18th.
Support will close at 6pm, and will return to normal hours the following day at 8am.

Our 24×7 network operations team will still be on call for our Enterprise, dedicated circuit and colocation customers.

– Dan and Support

At midnight tonight we will be updating software on our enterprise faxing service. Expected down time is one hour.

~Network Engineering

12:56 am:  Update is complete.

UPDATE: Maintenance complete

Tonight at 11:59 pm we will be running a maintenance window to apply software updates to multiple customer facing systems. The following services may experience brief interruptions:

• VPN connections
• FTP
• Customer tools (Webmail, Membertools)
• Hosted SQL Databases.

The maintenance window is expected to last 1 hour.

-SOC

Update: Maintenance complete.

Tonight at 11:59pm we will be performing application maintenance to certain customer-facing systems. The following services may experience brief interruptions:

• VPN
• Signup

The maintenance window is expected to last half an hour.

-SOC