Tuesday night, starting at midnight, we will be performing maintenance on power facilities serving a subset of fiber subscribers in San Francisco. No customer impact is expected.
-Network Operations
Update(1:04pm) – This maintenance has been moved to tonight, 8/23/2017.
Thursday night, at midnight, we will be proactively replacing hardware serving a subset of Fusion and FlexLink customers in the San Francisco, Alameda, Healdsburg, and Occidental areas. Expected downtime is less than 30 minutes.
-Network Operations
Wednesday night, at midnight, we will be proactively replacing hardware serving a subset of Fusion and FlexLink customers in the Berkeley, Albany, and Santa Cruz areas. Expected downtime is less than 30 minutes.
-Network Operations
Update: This maintenance was completed
Update (1:13AM) The hardware has been replaced, and all services should now be restored.
Tonight at 10:00PM we experienced a hardware failure resulting in downtime for a subset of Fusion Fiber customers in Brentwood. We have dispatched a technician to replace the failed hardware, and the current ETR is 1:15AM. We apologize for the downtime and are actively working to restore service ASAP.
-Network Engineering
We will be performing maintenance on our enterprise faxing service tomorrow morning, August 11th at 7 am. We are expecting down time to be 30 to 60 minutes.
~ Network Engineering
Update: 8:35am Maintenance is complete service is up and running.
Update 3:20 pm: Everything should be back to normal. We have reverted the earlier changes, restored hardware and configurations, and testing seems to show that phones are working as expected. Thank you again for your patience with us during the extended support outage. We are taking steps to greatly reduce the duration of such an outage in case of a future hardware failure.
Update 1:09 pm: Hardware just arrived but we have mitigated the problem to some extent and currently have limited phone capacity on our primary numbers 707-522-1000 sales and 707-547-3400 support. The Network Operations hotline is also functional at this time. If your issue does not require phone support we still advise using email and SMS for the time being.
Reminder: Despite the outage, you can still reach Sonic support via text (707) 800-4624 and email at support@sonic.net. We apologize for the inconvenience and continue to work as quickly as possible to resolve the issue.
-Sonic Support
–Update 9:03 am: ETA to full recovery is approximately 4 hours
–Update: We believe this was caused by a hardware failure and have dispatched a technician to retrieve a replacement.
We are currently experiencing an outage of our local phone system and we cannot be reached by telephone. We are working with our vendor to get this resolved as quickly as possible but in the meantime if you are in need of support please email support@sonic.net or send us an SMS text message at 707-800-4624 We have all hands watching those queues. Thank you for your patience.
Sonic IT Department
Update (2:29AM) Maintenance complete
Beginning tonight at midnight, we will be performing upgrades on equipment serving Fusion and Flexlink customers in Concord and Fairfield. Expected downtime for this operation can be up to 2 hours, but is typically less than 15 minutes for most customers.
-Network Engineering
On Monday, August 21st at midnight, Sonic will be upgrading it’s Webmail platform. The upgrade is expected to take no more than 1 hour, during which time Webmail will be unavailable. Our beta platform will be available as a backup and other mail services will not be affected.
The upgrade includes numerous improvements, including improved performance opening folders and reading messages. If you are a frequent Webmail user, there are some impacting changes to be aware of.
Please see our forum post at https://forums.sonic.net/viewtopic.php?f=5&t=4791 for detailed information regarding the update if you use Webmail. You can also post questions, comments, or suggestions there or by emailing support@sonic.net.
The default layout has changed to be more functional on larger screens, including widescreen layouts. If you prefer to keep the current 2-column layout, refer to the forum post above for instructions on changing the settings.
In order to bring new features, support for Internet Explorer 9 and below will be dropped! If you use Webmail with IE 9 or below, it will no longer function properly. This change only affect users on Windows XP or Windows Vista. You can continue to use Webmail on XP or Vista by downloading Mozilla Firefox or an older version of Google Chrome. However, if you still use Internet Explorer 9 or below, consider upgrading as these versions are no longer safe to use and makes your computer more vulnerable to viruses and other threats.
We would encourage you to try the new version at https://webmail-beta.sonic.net prior to the upgrade to familiarize yourself with the changes and let us know if you encounter any problems using the new platform, have questions, or would like to provide feedback or suggestions.
– Sonic System Operations
Update (12:22AM): Maintenance complete
Beginning tonight at midnight, we will be performing upgrades on equipment serving Fusion and Flexlink customers in Saint Helena. Expected downtime for this operation can be up to 2 hours, but is typically less than 15 minutes for most customers.
-Network Engineering
Update (2:45AM): Maintenance complete.
Beginning tonight at midnight, we will be performing upgrades on equipment serving Fusion and Flexlink customers in Vallejo and Napa. Expected downtime for this operation can be up to 2 hours, but is typically less than 15 minutes for most customers.
-Network Engineering