Update 2:40AM: This maintenance is now complete.
Friday morning (10/8/21) at 2 AM we will be performing intrusive system maintenance on a small subset of Fusion Fiber customers in the Albany area. The expected down time is about 15-30 minutes while the equipment reboots. The maintenance window is 2 hours.
~Network Engineering
Update(3:02) Maintenance now complete
Thursday morning (10/7/21) at 2 AM we will be performing intrusive system maintenance to replace a piece of redundant gear serving a subset of Fusion Fiber customers in the Richmond District of San Francisco. Data and voice services could potentially be interrupted off and on for up to 30 minutes. The maintenance window is 2 hours.
~Network Engineering
Update 2:35AM: This maintenance is now complete.
Thursday morning (10/7/21) at 2 AM we will be performing intrusive system maintenance on a small subset of Fusion Fiber customers in the San Francisco area. The expected down time is about 15-30 minutes while the equipment reboots. The maintenance window is 2 hours.
~Network Engineering
A configuration error is resulting in a small number of users encountering login errors when attempting to check mail. We are currently fixing the issue for any users experiencing the error.
-SOC
Update 9/30/21 1:20AM: This work is now complete
Tonight, 9/29/21, 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
We are currently in the process of upgrading and improving our mail delivery infrastructure. During this process a configuration error was found that resulted in a small percentage of users experiencing intermittent authentication errors when logging in to check mail. We are currently investigating.
Update(12:17) Maintenance complete
Tonight (9/29/21) at 11:59PM we will be performing non-intrusive system maintenance to reboot a piece of redundant gear serving a subset of Fusion Fiber customers in the San Francisco area. The expected time to complete is 20mins. The maintenance window is 2 hours.
~Network Engineering
Update 9/28/21 12:34AM : Tonight’s work is successfully completed.
Tonight (9/27/21) at 11:59PM we will be performing emergency maintenance on hardware serving a subset of Fusion DSL and Flexlink Ethernet customers in the Daly City area. The expected down time is about 15-30 minutes. The maintenance window will be 4 hours.
-Network Engineering
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.