Category: Voice

Richmond District – Fiber Maintenance

Update (1:00AM): Maintenance successfully completed.  Customer impact should have been limited to approximately 30 minutes.

Tomorrow (9/17/19) at 11:59PM, we will be performing upgrades on equipment serving residential and enterprise fiber customers in the Richmond district of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of less than 60 minutes. An update will be provided on the completion of our work.

Sunset District – Fiber Maintenance

Update: 2:00AM – Our work was successful and customer downtime was less than the expected 60 minute window.

Tomorrow (8/7/19) at 11:59PM, we will be performing upgrades on equipment serving residential fiber customers in the Sunset district of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of less than 60 minutes. An update will be provided on the completion of our work.

-Network Engineering

Phone Switch Maintenance

Tonight 3/21/2019 at 11:59 PM we will be performing maintenance on our
phone switch. No service interruptions is expected as a result of this maintenance. The window for this maintenance is 1 hour.

~Network Engineering

Update: 3:44 AM Maintenance is complete.

Phone Switch Maintenance

Tonight 3/18/2019 at 11:59 PM we will be performing maintenance on our
phone switch. No service interruptions is expected as a result of this maintenance. The window for this maintenance is 1 hour.

~Network Engineering

Update: 12:22 AM Maintenance is completed.

Mission District San Francisco – Fusion Fiber Maintenance

Tomorrow at 11:59PM we will be performing maintenance on core equipment serving Fusion Fiber customers located in San Francisco’s Mission District. The maintenance window will remain in place until 3am. Expected customer downtime is around 30 minutes. An update will be provided when maintenance is concluded.

-Network Engineering

Update 1:45AM – Maintenance has successfully completed.

Fusion Fiber Maintenance – Sunset District San Francisco

Thursday (11/29/18) at 11:59PM we will performing intrusive maintenance on a subset of Fusion Fiber customers located in San Francisco’s Sunset District. Approximate expected customer downtime is 60 minutes or less. An update to this MOTD will be provided when all customer connectivity has been restored.

-Network Engineering

 

Update — Maintenance was completed at 6am.

Fusion Fiber Voice Issues – San Francisco Mission District

The bulk of voice service was restored at 5:15 PM when an emergency repair was engineered by our team.  It was determined additional manual intervention was necessary to restore voice for a small subset of customers, which we expect to be complete by 7:00PM.

 

At approximately 3:15 today, our support began getting reports of Fusion Fiber customers in the Mission reporting voice services down.  We are working to restore connectivity as quickly as possible and will update as more details become available.

-Network Engineering

Northern California Sonic Telecom Core Maintenance

Wednesday, starting at 11:59pm, we will be performing non-intrusive maintenance on core equipment throughout the Northern California Sonic Telecom core network. Maintenance window is 4 hours.

Update (2:10am): Maintenance is now complete, with no customer impact.

– Network Engineering

Fusion Voicemail Message Delays

Voicemail messages on our fusion voices platform experienced a delay in delivery today between 9am and 2pm. This was due to a problem that arose during a hardware and software upgrade on the servers which host the service. We have rolled back our upgrades for the time being while we diagnose the problem further. All delayed messages have been delivered and the service is currently functioning normally.

Update: Further voicemail service interruptions have been narrowed down to issues with a text to speech module in the voicemail platform. Service should be stable.

Update: Unfortunately, a second issue with the new platform caused some voicemails to be queued and not delivered again over the weekend.  All of the queued messages have been delivered now.  While we investigate and resolve the underlying issue we’re also adding additional monitoring to ensure that should it happen again it doesn’t go unnoticed.  We’re sorry for any trouble this may have caused, prompt delivery of voicemail message is obviously very important.

-SOC