Tonight starting at midnight we will be performing maintenance on a small subset of Fusion and Flexlink customers served out of the San Francisco, Oakland, Mountain View areas. The maintenance window for this operation is 5 hours with expected customer downtime of 15-20 minutes while the equipment is being swapped out and rebooted.
– Network Engineering
Update – Maintenance was completed around 4am.
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
Tonight starting at midnight we will be performing maintenance on Fusion and Flexlink customers served out of the Fort Bragg and Mendocino areas. The maintenance window for this operation is 4 hours with expected customer downtime of 15-20 minutes while the equipment is being swapped out and rebooted.
– Network Engineering
Update – Maintenance was completed around 3:30am
Starting at midnight tonight, Sonic customers in the Sebastopol area may experience 10-15 minutes of downtime while we replace a piece of impacted network hardware.
-Sonic NOC
Update – This maintenance was completed at 3:30am
Tonight starting at midnight, we will be performing maintenance on a subset of Fusion and Flexlink customers in the Rohnert Park area. Due to redundant Sonic infrastructure, the maintenance should be non-impactful, however it is possible that customers could experience minor packet loss for a very brief moment. The expected maintenance window will be 2 hours.
-Network Engineering
update(12:53am) Maintenance is now complete.
Our support team is closing early tonight due to the fires in Sonoma County. We will continue to monitor the situation as it develops, and will return at 8am tomorrow morning should conditions remain stable.
Thank you for your support & understanding.
-Sonic Support
Due to the ongoing fires in Sonoma County we are closing at 6pm PST.
We are paying close attention to the situation as it develops, and will re-open tomorrow, October 12th, at 8am should conditions remain stable or improve.
Thank you so much for your patience, understanding, and support.
-Sonic Support
Update: 12:50am Maintenance is completed.
Tonight at 12 am we will be doing maintenance on our phone switch. We do not expect any impact to service during this maintenance.
~Network Engineering
Sonic is based in Santa Rosa, where our local community has been badly impacted by the wildfires of the last two days. A number of our team members have lost their homes, and we are still working to verify that everyone is safe and accounted for. Our office is serving as a shelter for a number of displaced staff, families and pets.
During this time, our ability to provide customer service and installation and repair is limited by staff availability. Many staff and their families have been directly affected by the fires, and we are working to support them.
Our call center hours and availability will be variable in the next few days. Text and email support may be an option if we are unable to take your call. You can obtain support status and alternate contact methods via our support page, at:Â https://sonic.com/support/
For those outside the local area, you can get an overview of what our community is coping with at:Â http://www.pressdemocrat.com/
If you would like to assist, please volunteer or donate to the Red Cross, here:Â https://volunteerconnection.
If you can provide a room or a home for those affected, of if you need housing, AirBnB has activated their emergency housing exchange:Â https://www.airbnb.com/
Sonic’s network is largely unaffected, and service to the vast majority of Sonic members is online and working normally. This includes internet access, voice telephone and 911 service. Seeing the reliability of our network, I am very proud of our engineering, design and construction teams, they have built a resilient carrier-grade platform for our members, a platform that is continuing to provide critical communication services during this natural disaster.
I’d also like to commend the 423 team members here, who I am so proud to see supporting each other as we cope with this fire. They are hosting co-workers and their families as they deal with evacuations and lost homes, and they are volunteering in nearby shelter locations. The character and energy of this team is amazing to see.
Due to the effects of the ongoing fires in Santa Rosa and the surrounding areas, we have been doing our best to continue to help our customers both in the area and out with a smaller than normal staff. In order to ensure their safety on the roads, and their ability to secure their homes and families, we have decided to close the call center at 7:00 PM tonight. We will be open again tomorrow, Tuesday, Oct. 10th at 8:00 AM. Thank you for your understanding.
-Sonic Support
NOC is available 24/7 on call. Be aware that we have minimal on-call staffing due to the wildfire. Leave a message if we do not answer and we will call you back as soon as possible.
-Sonic NOC
UPDATE: 2017-10-10
As the fire situation continues to develop, we have decided to keep the call center closed for the day. Thank you for your understanding.