Update: This maintenance has been postponed until Wednesday night.
Beginning tonight at midnight, we will be performing software upgrades on core network equipment in Northern California. Because traffic is expected to route around the affected equipment, no customer downtime is expected.
-Network Engineering
1:55PM – Update – Our vendor was able to repair the affected circuit and get traffic flowing again at about 1:30PM.
12:17PM – Update – We have narrowed the down the location of the failure and have dispatch requests open with the vendors involved. We are currently pending the outcome of those dispatches.
We are currently investigating an outage affecting legacy dsl customers in the Chico area. We are working with our vendors to determine the exact cause of the outage and will update this post when we have more information.
Early this morning we pushed a firmware upgrade for the Sonic Pace 5268AC modem / router to a small subset of customers in the Bay Area. This firmware upgrade, in some instances, necessitates the Pace 5268AC be factory reset to restore full functionality of the device. EDIT: This firmware upgrade was for Fusion DSL and Fiber, customers on Sonic FTTN did not receive the upgrade.
If you are using a Pace 5268AC from Sonic and are experiencing connectivity issues, particularly over WiFi, we recommend you factory reset the device. To factory reset the Pace 5268 locate the reset button on the back of the device then press & hold the button for 15 seconds. The device will then reboot and your connectivity should be restored. NOTE: Factory resetting the 5268AC will result in the loss of any custom settings that will need to be reconfigured manually.
If after factory resetting the device you are still experiencing connectivity issues please reach out to our Support team.
Support is available every day 8am to 10pm and can be reached via phone at 888.766.4233, via SMS at 707.800.4624 and via email at support@sonic.net
Update (1:57AM): Maintenance complete
Beginning tonight at midnight, we will be performing upgrades on equipment serving Fusion and Flexlink customers in Rohnert Park. Expected downtime for this operation can be up to 2 hours, but is typically less than 30 minutes for most customers.
-Network Engineering
Update: Maintenance complete at 12:15am.
Beginning tonight at midnight, we will be performing minor, non-service impacting configuration changes to hardware serving Fusion Fiber customers across our Northern California telecom network. There is no expected downtime for this work.
-Network Engineering
Update: Maintenance was completed by 2 AM
Tonight at 11:59pm we will be running software updates on multiple customer facing systems. The following services may experience brief interruptions:
-SOC
Update: Maintenance complete.
Tonight at 11:59pm we will be running software updates on multiple customer facing systems. The following services may experience brief interruptions:
-SOC
Update(1:04am): Maintenance complete
Beginning tonight at midnight, we will be performing software upgrades on equipment serving a subset of Fusion Fiber customers in the San Francisco area. During this maintenance window. Downtime is expected to be less than 20 minutes.
Network Engineering
Update(3:28): Maintenance is now complete
Beginning tonight at midnight, we will be performing software upgrades on equipment serving a subset of Fusion Fiber customers in the San Francisco and Brentwood areas. During this maintenance window. Downtime is expected to be less than 20 minutes.
Network Engineering
We are currently repairing damage to fiber cables that serve business park customers in the northern Santa Rosa/Airport area. The cables were partially damaged by squirrels and require some extensive repairs. A small portion of the customers in the area that are not already affected by the outage my notice an interruption of service during the repair process as we replace and re-splice groups of damaged cables. We expect the repairs to be finished by early tomorrow morning
-Noc
Update: As of 2:29am 5/17/2017 service has been fully restored.