Modem support and assistance

In the near future we will be integrating customer premise modems into a centralized configuration platform, or ACS, using TR-069. This will allow support staff to view and update some modem settings, to view connection statistics, and for some equipment, to push firmware updates.

If you have ZTE, Motorola or Pace/2Wire equipment on your Sonic.net connection, it may be included in our remote configuration and assistance platform.

To learn more about the TR-069 standard, see Wikipedia: http://en.wikipedia.org/wiki/TR-069

DSL Aggregation Router Reload

This Friday, June 22 at 12:01 AM we will be performing maintenance reloads of two Redbacks that terminate traditional DSL service. This will affect some of our Bay Area and LA DSL subscribers. Expected downtime is 5 minutes.
Update: Reloads complete. Estimated down time was under 5 minutes.

-Tomoc

Emergency Router Reload

At 7:33am, a protocol issue between two redundant routers caused network instability which required an emergency reboot. This caused intermittent connectivity issues to our DNS servers as well as a subset of customer connections. Service has been restored as of 8:14am, and we will be working with our vendors to ensure this does not happen again.

-Sonic.net NOC

Sonic.net Company Picnic

Support will be closed from 11am-6pm on 6/9/2012.  Sonic.net will be celebrating its 18th Birthday on Saturday, June 9th.  In order to allow all employees to attend the celebratory company picnic support will be closed from 11am until 6pm.  We apologize for any inconvenience this may cause.

Emergency Legacy DSL Maintenance

Tonight, at 12:01AM, we will be performing invasive maintenance on an ATM switching device that serves a subset of legacy DSL customers in the Bay Area as well as Chico. Downtime for affected customers should be less than 10 minutes.

-Tim, Nathan, and the NOC

Update: The ATM switch in question suffered a redundancy fail-over before the maintenance work could be performed this evening. Affected customers should have experienced about 5 minutes of downtime while the fail-over occurred. We are currently investigating the cause of the issue in order to prevent further recurrences.

Fusion/Flexlink Outage

We are currently investigating an outage affecting Fusion and Flexlink customers in Santa Rosa area. More updates to follow!

Update: The outage was narrowed down to a software failure on a router. The router itself was restored to service around 7:30 PM. Fusion DHCP customers experienced slower service restoration while the sudden load from the router coming back online was worked through. We are closely monitoring the router for any further trouble and will be working with our vendor to prevent any further occurrences.

New “labs” project: DNSSEC enabled recursive name servers are available.

The DNSSEC servers provided by Sonic.net are not in any way supported by our Technical Support team, they are available as a “labs” project for advanced customers only.

We have deployed a new set of DNS servers for our customers to use if they want the added protection of DNSSEC while they surf the Internet, these new servers are made available as an advanced option, and are in no way meant to replace our existing DNS servers — in other words: proceed with caution, and do not proceed unless you feel confident in doing so.

Sonic.net believes this service will help keep our customers more secure as they surf the Internet, and that by offering this service we are helping support wide-spread adoption of DNSSEC across the Internet.

For more information, please visit our Wiki page :

https://wiki.sonic.net/wiki/DNSSEC .

Please submit comments, questions, or concerns to the “Labs” section of our Forums, a thread on this topic has already been started here:

https://forums.sonic.net/viewtopic.php?f=13&t=587 .

Legacy DSL Outage

We are currently experiencing an outage affecting Legacy DSL customers in the Salinas area. We are investigating the cause of this outage and will provide further updates as soon as possible.

-Tim

Update: Service has been restored as of 1:52AM. The outage was caused by a failure on a backhaul circuit. We are working with the telco to determine the cause of the outage.