Update: This maintenance has been rescheduled for 10pm tonight (September 5th). We apologize for any inconvenience.

Tonight (September 4th) at 11:30pm PST, we will be performing maintenance on various services including the Sonic VPN cluster. Downtime for each service is expected to be brief, and maintenance should be completed within one hour.

Update 4:32pm: Repairs have been completed and all faxing services should now be restored.

Update 1:18pm: A technician is in route. Should be on site to begin repairs by 3:00pm

We are currently experiencing an outage with our fax processing transcoder.  This service outage affects customer inbound fax to email processing (virtual fax service), inbound and outbound enterprise faxback service (customers with Audiocodes Faxback ATA devices), and dial-up access. We have been able to isolate the issue to a faulty cable in the Central Office connected between our voice switch and this transcoding device.

A technician has picked up this repair and an ETA will be provided shortly.

Maintenance is complete.

Tonight (August 29th) at 10pm PST, we will be performing maintenance on the following services:

Webmail
VPN

This process should take no more than one hour and may cause any open connections or sessions to disconnect as systems are rebooted. Thank you for your patience.

— Joe M @ Sonic System Operations

UPDATE: Membertools is back up and running, we are currently reviewing the incident.

Membertool.sonic.net is currently experiencing an outage that started around 6:25pm. Our Operations team is working on getting the service up and running.

-SOC

Today, August 7th 2024, starting at 5:30pm, a router in one of our transit provider networks began dropping traffic destined for Sonic customers. These traffic drops manifested in connectivity issues from many internet destinations, as well as voice issues for our Southern California customers. We took steps to mitigate the affected upstream routing problem and restore voice as quickly as possible. Our transit provider resolved their issue no later than 7pm and all traffic has been restored.

Update: Due to unforeseen circumstances, this work has been delayed until tonight, 8/6/24. Apologies for any inconvenience.

Tonight, beginning at 10PM PST, we will be applying updates to multiple systems. Any downtime to affected public services should be brief, and we expect to complete the maintenance within 2 hours.

Our Operations Team has found and corrected a problem which caused inbound emails to sonic.net (and other domains for which Sonic handles email) to take longer than expected to be delivered to their corresponding mailboxes.

Per our logging, inbound email delivery would have experienced delays between approximately 3:10pm and 6:20pm PST today. (July 25, 2024) Outbound email processing was not impacted. We are not aware of any lost messages due to these delays. We will investigate the root cause of this incident and will be adding monitoring to ensure we can swiftly respond in the future.

— Joe M
Sonic System Operations

Tonight, beginning at 10PM PST, we will be applying updates to multiple systems. Any downtime to affected public services should be brief, and we expect to complete the maintenance within 2 hours.

An update will be posted after work is complete.

Sonic Support will be closing early at 5pm tomorrow 7/04. The Network Operations team will be open in a reduced capacity and focusing on urgent and critical issues. Billing and Inside Sales will be closed the entire day. All Sonic departments return at 8am on 7/05.

Have a happy holiday!

Update (Tue Jun 25 04:30:00 PM PDT 2024): Emergency maintenance on the affected equipment in the Oakland area has been completed successfully. Stability looks to have returned to nominal levels. While we are confident in the resolution, we will continue to monitor for any abnormal behavior to ensure long-standing stability on our network. If you are actively experiencing issues with your connection, we advise you to call into our technical support team so that we may investigate further. Thank you.

Update (Tue Jun 25 02:10:00 PM PDT 2024): We’re doing emergency maintenance on the affected equipment within the Oakland area in order to resolve the ongoing outage at 3:00PM. This will result in roughly 15 to 30 minutes of downtime for our services once the maintenance begins. The maintenance window is 2 hours.

Update (Tue Jun 25 11:00:00 AM PDT 2024): Our Network Engineers are continuing to work with our vendor in order to solve the issue at hand. While no fix has been implemented yet, efforts are ongoing. More updates to follow.

Update (Tue Jun 25 08:30:00 AM PDT 2024): We are now working in tandem with our equipment vendors to further diagnose this issue. Once successful, a final fix will then be implemented to restore stability indefinitely. There is still no estimated time of restoral, but updates will continue to be provided.

Update (Mon Jun 24 08:50:00 PM PDT 2024): Unfortunately, the fix we implemented to our affected equipment earlier this afternoon did not solve the issue in its entirety. Intermittent instability with services is still being observed. We are aware of the issue and are actively assessing this further in an attempt to mitigate the problem in its entirety. Due to the complexity and extent of the issue, we do not have an estimated time of restoral. We will continue to provide updates as more information becomes available.

Update (Mon Jun 24 01:05:00 PM PDT 2024): The issue affecting our equipment in the Oakland area is resolved. If you still have problems with your connection, we recommend calling into our technical support team.

Update (Mon Jun 24 12:23:03 PM PDT 2024): We are still investigating the issue in the Oakland area. Changes made to the equipment on site appear to have restored service for most of our customers. More actions are being taken to ensure stability.

Update (Mon Jun 24 11:01:33 AM PDT 2024): We’ve observed issues on the affected equipment in the Oakland area after the initial restoral of connectivity. We are continuing to make changes to the equipment in order to stabilize the situation.

Update (Mon Jun 24 10:29:01 AM PDT 2024): Services are being restored on the affected equipment. The services are still being closely monitored to ensure stability.

Update (Mon Jun 24 10:03:37 AM PDT 2024): We are continuing to investigate the issue. We have dispatched a technician to the Oakland data center in order to perform troubleshooting on site.

We’re currently investigating an issue with our network in the Oakland area that has resulted in customers being unable to reach the internet. We will update this post with more information as the investigation continues.