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:
The maintenance window is expected to last 1 hour.
-SOC
1:55PM – Update – Our vendor was able to repair the affected circuit and get traffic flowing again at about 1:30PM.
12:17PM – Update – We have narrowed the down the location of the failure and have dispatch requests open with the vendors involved. We are currently pending the outcome of those dispatches.
We are currently investigating an outage affecting legacy dsl customers in the Chico area. We are working with our vendors to determine the exact cause of the outage and will update this post when we have more information.
Early this morning we pushed a firmware upgrade for the Sonic Pace 5268AC modem / router to a small subset of customers in the Bay Area. This firmware upgrade, in some instances, necessitates the Pace 5268AC be factory reset to restore full functionality of the device. EDIT: This firmware upgrade was for Fusion DSL and Fiber, customers on Sonic FTTN did not receive the upgrade.
If you are using a Pace 5268AC from Sonic and are experiencing connectivity issues, particularly over WiFi, we recommend you factory reset the device. To factory reset the Pace 5268 locate the reset button on the back of the device then press & hold the button for 15 seconds. The device will then reboot and your connectivity should be restored. NOTE: Factory resetting the 5268AC will result in the loss of any custom settings that will need to be reconfigured manually.
If after factory resetting the device you are still experiencing connectivity issues please reach out to our Support team.
Support is available every day 8am to 10pm and can be reached via phone at 888.766.4233, via SMS at 707.800.4624 and via email at support@sonic.net
Update: Maintenance was completed by 2 AM
Tonight at 11:59pm we will be running software updates on multiple customer facing systems. The following services may experience brief interruptions:
-SOC
Update: Maintenance complete.
Tonight at 11:59pm we will be running software updates on multiple customer facing systems. The following services may experience brief interruptions:
-SOC
Update(1:04am): Maintenance complete
Beginning tonight at midnight, we will be performing software upgrades on equipment serving a subset of Fusion Fiber customers in the San Francisco area. During this maintenance window. Downtime is expected to be less than 20 minutes.
Network Engineering
Update 3:52PM: We have been able to isolate the failure to a software bug affecting our fiber aggregation gear. We have confirmed the issue with our vendor who was able to provide a firmware fix. We will be performing system maintenance in the next few days to upgrade the system to prevent this issue from happening again.
Update 3:42PM: Our engineering team was able to restore connectivity for all of our fiber customers. We are currently investigating the root cause of the failure.
We are currently investigating an outage affecting our Santa Rosa Airport business park fiber customers and Petaluma business park fiber customers. We do not currently have details on the cause or scope of the outage but will update status as soon as more information is gathered.
At midnight we will be doing non-intrusive maintenance on our voice switch to replace a backup component.
We do not anticipate any downtime with this maintenance.
NOC Engineering
Update: 1:20am Maintenance is complete.
Update: Maintenance complete.
Tonight at 11:59pm we will be running software updates on multiple customer facing systems. The following services may experience brief interruptions:
-SOC
UPDATE: Complete
Tonight at 11:59pm we will be running software updates on multiple customer facing systems. The following services may experience brief outages:
-SOC