Update (10:10am 09/28): Unfortunately, issues seem to have returned this morning.  We are continuing our escalation with Engineering, and are actively working with the affected upstream carriers as quickly as we can.  We will be working on making route changes to mitigate problems wherever possible.

Update (4:40pm): This issue appears to be tentatively resolved.  Test calls in and out of our network are working as expected at this time.  Please reach out to our support team if any inbound or outbound calling issues persist.

Update (12:11pm): Our Engineering team has made a route change to help mitigate the issue for outbound calls.  We are still actively working on fixing the issue as a whole, and will continue to provide updates as we receive them.

We are actively investigating voice issues across our network, intermittently affecting some inbound and outbound calls for both residential and enterprise customers. Symptoms include Post Dial Delay (PDD), DTMF tones not being properly sent or received, and some dropped calls. This appears to be a widespread issue with multiple voice carriers, and we have escalated the issue with our engineering team, and have opened tickets with all affected upstream carriers.

We will update this post as we get more information about the developing situation.

– Network Operations

Update(8:25pm): We believe this series of outages has been resolved as of this moment. If you are still seeing issues with your connection please restart your ont and router. We were able to gather relevant diagnostic data from our equipment to bring to our vendor and work towards a permanent fix.

We are experiencing an outage in the Albany/Berkeley area after a recent brownout. We’re working on getting service back up and expect to have everyone back online within 45 to 60 minutes. Around 5 to 5:15pm.

Update 9/23/21 1:08AM: This work is now complete

Tonight, 9/22/21, starting at 11:59 PM, we will be performing non-intrusive maintenance on core routing equipment in our northern California network.

We do not expect this work to cause any customer impact. The maintenance window is open until 4am.

-Network Engineering

Update 10:12am: We have repaired the issue and service should be restored. If you are not able to get online please try power cycling your equipment by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

We are currently experiencing a service disruption on our Fusion Fiber service in the Sunset area. We do not have an ETR at the moment.

Update 4:45pm: We believe the issue is resolved now. If you are not able to get online please try power cycling your ONT by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

Update 4:28pm: Most users are back up but we’re still seeing some issues with intermittent service. We’re working towards getting them repaired and ETR is by 5pm.

UPDATE: We believe the issue has been resolved. If you are not able to get online please try power cycling your ONT by unplugging the power cable for 15 seconds and then plugging it back in. If you still cannot get online please let us know by replying to this post or by giving us a call at 855-394-0100

We experienced an interruption with our Fusion Fiber services in Albany starting around 12:20pm. We are working to get regular service restored as quickly as possible but don’t have an ETR at this time.

UPDATE: Maintenance complete

Tonight beginning at 10:30pm we will begin routine maintenance of multiple public-facing systems, including webmail and VPN. Downtime for each system should be a few minutes, and the maintenance window is one hour.

– SOC

Update: 11:37pm – The majority of all affected customers are now restored. We are manually restoring the ones that remain. The cause of this outage was a planned vendor maintenance event for power work that caused an equipment power redundancy failure on a core router despite being fully powered on backup feeds. The interruption in traffic while routes shifted caused certain customer routers to flood our DHCP servers beyond capacity. If your internet service is still down, reboot your router. If problems persist please reach out to customer support during business hours.

Update: 10:51pm – Services are restoring now across our platforms.

We are investigating service disruptions on our residential Fusion Fiber services. Issues include intermittent data and voice connectivity. We are working quickly to restore services. Updates to follow.

-Network Engineering

Update 3:12AM 9/10/21: This maintenance is now complete.

Tomorrow night, starting at 11:59 PM, a small 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 15-30 minutes while the equipment reboots. The maintenance window will be 4 hours.

– Network Engineering