Legacy DSL Outage – Lata 1

We currently are experiencing an outage affecting Legacy DSL and Biz-T customers in Lata 1.  We are currently working on the issue as fast as we can and will update as the situation progresses.

thanks, Brandon

Update:  The issue is now resolved.

Update(11:51am): I will be performing an emergency maintenance reload of the affected equipment tonight at 11:59pm. Expected downtime for affected Business-T and Legacy DSL customers is less than 15 minutes. — Tomoc

Update(9/10-12:20am): Maintenance complete.

-Brandon

Issues Resolving Netflix CDN

One of Netflix’s domains was incorrectly flagged by one of our DNS DoS protection tools which resulted in many customers not being able display images while using their Netflix apps.  I’ve disabled the tool pending further review to see if it can be reinstated without risking additional false positives like this.  If you’re still having trouble with images in Netflix, restarting your system (TV, Roku, etc.) or flushing your DNS cache should fix it.  We’re very sorry for any inconvenience this may have caused. – Kelsey

System Maintenance

Update: All updates were complete as of 1:00am this morning.

System Operations will be performing updates tonight starting at 11:59pm. The following services may be temporarily unreachable for a few minutes as servers are rebooted:

  • Member Tools
  • Webmail
  • Mail (IMAP/POP3)
  • Secure Hosting

— Joe and the SOC

Fusion/FlexLink Outage

Today, September 3, starting at 9:45am, fiber facilities serving Fusion/FlexLink subscribers in Fort Bragg, Mendocino and Ukiah experienced a failure. At this time we believe this outage is being caused by a fiber cut affecting multiple carriers. Updates will be provided as they become available.

Update(10:50am): Fiber cut confirmed. No ETR yet.

-Tomoc

Update(1:53pm): Crews are working on restoral of fiber cut. No ETR. See below link to Press Democrat article outlining the severity.

http://www.pressdemocrat.com/news/4429875-181/internet-phone-and-wireless-service

-Mike Tardif

Update(6:25am): All traffic appears to be restored at this point. No official word from construction that the trouble is permanently cleared yet.

San Francisco Fusion/FlexLink Outage

Today, September 2, starting at 10:00am, equipment serving a subset of subscribers in the San Francisco area dropped off line. The outage lasted less than five minutes, and all subscribers should be back online.

 

-Tomoc

FTTN Non-Intrusive Voice Maintenance

Beginning tonight at 11pm I will be upgrading the firmware of all ATA’s for FTTN customers.  This will cause the ATA to be temporarily unavailable as it upgrades for about 5-10 minutes.  The upgrade process will no initiate if you are on a call at that time, so do not worry about call drops.  ATA’s check their config every hour so most of you should not notice the upgrade till midnight.

Thank you

-Brandon

Update: Maintenance is now complete.

Thank you

Fusion/FlexLink Intrusive Maintenance – San Francisco

Update (2:45AM): This maintenance is now complete.

Beginning tonight at midnight I will be performing maintenance on equipment serving Fusion and FlexLink customers homed off the snfcca13 central office in San Francisco. Downtime could be as long as 2 hours for this operation.

– Robbie

Call Center Virtual Hold Issue Resolved

When Sonic customer service hold times exceed a few minutes, we offer “virtual hold”, allowing customers to receive a call back when their turn comes up. But over the last couple months, Sonic’s callback assist system reached an internal capacity limit and was sometimes silently failing to make the scheduled return calls. This occurred intermittently for some weeks.

For any who experienced a failure to receive a return call, please accept our apologies! We have increased capacity to remedy the issue, and will watch closely for this in future.

If you need to reach support by phone, you can request a call in queue without waiting on hold by clicking on “Request a Call” on the Support page at https://www.sonic.com/support/. You can also access our Member account tools to make updates to your account, payment info and services, via the Member Tools link at the top right of our home page.

-Dane, Eli & Jasper