San Francisco – Fiber Intrusive Maintenance

Update 7/13/22 5:13AM: Customer downtime for data services went as expected, but prior to the completion of work, we discovered an issue preventing voice service from functioning properly.  Voice has now been restored for all impacted customers, but if you believe you are having any issues, please contact support.

Wednesday morning (7/13/22), starting at 2:00AM, a subset of fiber customers in the San Francisco area will experience a brief service interruption while we perform maintenance on hardware serving their connections. The expected down time is about 30 minutes. The maintenance window will be 4 hours.

– Network Engineering

Berkeley – Fiber Intrusive Maintenance

Update 7/12/22 3:16AM: This maintenance is now complete.

Tuesday (7/12/22), starting at 2:00AM, a subset of customers in the Berkeley area will experience a brief service interruption while we perform some maintenance. The expected down time is about 30 minutes while the equipment upgrades. The maintenance window will be 2 hours.

– Network Engineering

Oakland Fruitvale – Non-Intrusive Fusion Fiber Maintenance

Tonight (7/6/22) starting at 2:00AM, we will be performing maintenance on equipment serving Fusion Fiber customers in Oakland / Fruitvale. This should work should be non-intrusive, except for a small subset of customers who have been directly notified. The maintenance window will be 4 hours. Update will be provided upon its completion.

-Network Engineering

Oakland – Fiber Intrusive Maintenance

Update 7/7/22 3:41AM: This maintenance is now complete.

Thursday (7/7/22), starting at 2:00AM, a subset of customers in the Oakland area will experience a brief service interruption while we perform some maintenance. The expected down time is about 30 minutes while the equipment upgrades. The maintenance window will be 2 hours.

– Network Engineering

Sonic Support Closing Early 7/4

Our customer care team will be closing at 5pm on Monday, 7/4/2022.

The 24×7 network operations team will remain on call for our Enterprise, dedicated circuit and colocated customers.

The customer care team will return Tuesday, 7/5 to our regular operating hours, 8am to 10pm.

-Sonic Support

Systems Maintenance

Update: 11:09PM PST Maintenance complete.

Tonight beginning at 10PM PST we will be applying updates to multiple systems including our customer shell server.  Any downtime to effected services should be very brief, and we expect to complete the maintenance within 2 hours.

Redwood City, San Bruno, San Carlos – Fiber Intrusive Maintenance

Update 6/30/22 4:03AM: This maintenance is now complete.

Thursday (6/30/22), starting at 2:00AM, a subset of customers in the Redwood City, San Bruno and San Carlos areas will experience a brief service interruption while we perform some maintenance. The expected down time is about 30 minutes while the equipment upgrades. The maintenance window will be 2 hours.

– Network Engineering

Emergency Maintenance Today in San Francisco

UPDATE 1:05pm: Our Engineers have resolved the issue and the affected circuits are coming back up now. If you are still down after this, please reboot your ONT (Fiber modem) to restore your service. Call Sonic if you are still down after this.

 

UPDATE 12pm: The maintenance did not resolve the issue. We are dispatching engineers to determine the scope of the issue now. Estimated time to arrive is one hour. We will keep you informed as this progresses. We apologize for the downtime.

 

We need to perform emergency maintenance on equipment serving a subset of Sonic Fiber customers in San Francisco. The maintenance is being performed at 11am and downtime should be around 10 mins, no more than 30 mins. We apologize for any inconvenience this may cause.

San Francisco – Fiber Intrusive Maintenance

Update 6/23/22 4:33A: This maintenance is now complete.

Thursday (6/23/22), starting at 2:00AM, a subset of customers in the San Francisco area will experience a brief service interruption while we perform some maintenance. The expected down time is about 30 minutes while the equipment upgrades. The maintenance window will be 2 hours.

– Network Engineering

Instability with Phone Services

Update: 2:23pm – After working with our vendor, the Engineering team has been able to make progress on resolving the issue. At this point in time services appear stable and we’ll be monitoring the situation closely.

Update: 1:11pm – Cause of the symptoms has been identified and we are working steadily to resolve. Scope of the service impact has been confirmed to intermittently affect call completion (sending, receiving calls) as well.

Update: 11:18am – Reported symptoms include call transfers and call parks not functioning correctly, and line monitoring status. We have seen no reported issues thusfar with residential or small business phone services. This seems to be isolated to Enterprise/Sonic Business Phone. We are working with our vendors to resolve this. Updates to follow upon meaningful change in state or more information available.

 

Our Network Engineering team is currently investigating instability with phone services on the Sonic network. We’re working closely with our vendors to restore full functionality of our voice services. At present the full list of features impacted is unknown, more updates to come.