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: https://sonic.com/support/

For those outside the local area, you can get an overview of what our community is coping with at: http://www.pressdemocrat.com/

If you would like to assist, please volunteer or donate to the Red Cross, here: https://volunteerconnection.redcross.org/

If you can provide a room or a home for those affected, of if you need housing, AirBnB has activated their emergency housing exchange: https://www.airbnb.com/welcome/evacuees/northerncaliforniafireevacuees

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.

Customer Care – Residential and Business

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 – Enterprise Services

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.

Many Sonic staff, their families and our local members are being affected by fires in the Santa Rosa area. Large portions of Northern Santa Rosa and surrounding areas are under mandatory evacuation orders, and all Santa Rosa schools are closed today.

As a result, Sonic members throughout our service territories can expect long hold times for customer assistance, and we will miss a number of scheduled installation or repair visits today.

We will make efforts to notify members if we will not arrive, but this may not be possible in all cases. Apologies in advance for the inconvenience.

-Dane Jasper

Tonight at midnight, we will be performing maintenance serving a very small subset of customers in the LA area. Expected customer downtime is 30 minutes.

Update(12:55AM): Maintenance is now complete.

-Network Engineering

Update: We believe the original problem has been identified and resolved. All Sonic DNS servers are now back in operation and services appear to be functioning normally.

Update: The problem was isolated to a specific portion of the DNS infrastructure, which has been temporarily excluded from Sonic’s DNS system while we continue to investigate the problem. DNS services should be functioning correctly at this time.

Sonic Network Operations is currently investigating very high latency impacting access to Sonic DNS infrastructure. This issue is resulting in various problems with access to Internet resources.

Updates will be provided as new information becomes available.

Update: Maintenance complete

Tonight at 11:59 pm we will be applying security updates to servers running the following services:

• Member Tools
• Wiki
• Webmail

Along with our main website. Potential downtime will be brief.

-SOC

Update: Continued issues with the VPN. Service is fully restored as of this update.

Update: Majority of the maintenance was completed by 1pm, however problems arose during teh updates that caused extended downtime to the VPN service. As of 3am service has been restored.

Starting at 11:59pm this evening, SOC will be running updates on multiple customer facing systems. The following services may experience brief outages during the maintenance window:

• VPN
• Email
• Customer Websites
• Webmail
• Faxline
• Member Tools
• Forums
• Sonic.com
• Wiki
• Fusionbroadband.com

This post will be updated when the maintenance is complete.

-SOC

Starting at 11:59pm this evening, SOC will be running updates on multiple customer facing systems. The following services may experience brief outages during the maintenance window:

• VPN
• FTP
• Customer SQL databases
• Webmail
• Faxline
• Member Tools
• Forums
• Sonic.com
• Wiki
• Fusionbroadband.com

This post will be updated when the maintenance is complete.

-SOC