Over the pass 24 hours we experienced 2 brief intervals of errors towards a piece of equipment serving a small subset of customers in the San Francisco area. We have identified the faulty equipment and it has been removed from production and we will dispatch for immediate replacement. The replacement of the equipment will cause no downtime.
-Network Engineering
Our SMS/Text service for support is currently down. We expect it to be restored shortly.
UPDATE (09:47): SMS support has been restored. We have identified the source of the issue and have taken steps to avoid future failures. Apologies for any inconvenience this brief outage may have caused.
Tomorrow night(2/14/18), starting at 11:59PM, a small subset of customers in the San Francisco area will experience a brief service interruption while we perform some maintenance. Expected down time is about 15 minutes while the equipment reboots. The maintenance window will be 2 hours.
– Network Engineering
Update(1:27am) Maintenance is now complete
We will be performing maintenance to upgrade our phone switch tonight, starting at 12 am and ending at 5 am. Phone service will be down for up to 15 minutes as we migrate traffic off the old equipment to the new equipment. Â Also, Commportal will be inaccessible for about 45 minutes during the maintenance window.
~Network Engineering
Update:4:00 am Maintenance is Completed.
We have identified a physical network issue in the Inner Richmond, and are planning to enact repairs Wednesday, 2/7/18, at 12:00am PST.
Downtime is anticipated for a small number of customers, ranging from 30 minutes to an hour. If you have any questions, or if your service is not restored after this maintenance window, please give us a call at 1-888-766-4233 at your earliest convenience.
Tonight beginning at midnight, a small subset of our Business Park Fiber customers may experience a brief interruption in service. The maintenance window is from 12:00am to 1:00am, with a max interruption of 5 minutes.
~Network Operations
UPDATE:Complete
Tonight at 11:59 pm we will be applying security updates to servers running the following services:
Along with our main website. Potential downtime will be brief.
-SOC
We will be performing updates and maintenance to the Sonic Member Tools at https://members.sonic.net tonight at 11 PM.
Maintenance is expected to last 30 minutes to 1 hour during which time access to the various member services such as bill payment, Graymail, and voice tools accessed through members.sonic.net will be unavailable.
– System Operations
We had a brief phone switch outage today at 3:05. this was caused by a human configuration error. We are reviewing our processes so this does not happen again.
~Network Engineering
Update:
Correction it was 2:05 pm not 3:05pm
This week, we will be performing maintenance on equipment serving small subsets of Fusion DSL customers in multiple locations. The maintenance window will be from midnight to 4am, with expected downtime of around 10 minutes.
Maintenance schedule:
Monday
– San Francisco
– Mill Valley
Tuesday
– Berkeley
– Albany
– Sacramento
– Santa Rosa
Wednesday
– Palo Alto
– Santa Cruz
– San Jose
– Aptos
Thursday
– Fort Bragg
– Ukiah
– Oakland
-Network Operations