Update – 1:40pm:
The outage has been cleared, and connectivity should be restored. If you continue to experience any issues, please give our support team a call at your earliest convenience.
We are experiencing service issues that are impacting our East Bay fiber users. We’re looking into the problem and are working to resolve it as soon as possible. We will update this post as we get more information and an ETR.
We experienced a short outage where calls to technical support did not get through. We believe the issue is resolved as of 8:23am. If you tried to reach support but did not get through please try again. If you experience any issues contacting technical support over the phone please let us know via email, social media post, sms, or commenting here.
Update 3:57AM: All work has been completed for the night and any impacted customers restored.
Tonight at 11:59 we will be performing emergency maintenance impacting a subset of Berkley and SF Sunset Fusion Fiber customers. Expected customer downtime is 30-60 minutes and the maintenance window is 4 hours. An update will be provided when all work has been completed.
-Network Engineering
Update 9:49 3/11/2021 We currently have an ETR of 3/16. This ETR is subject to change and we will keep you updated as we get more information
We aware of an outage impacting a subset of legacy services across Northern California.
We’re investigating the underlying issue and working to restore connectivity as soon as possible. We apologize for any inconvenience and will provide more information as it becomes available.
-Sonic Support
Update: 3:05am. This maintenance is complete.
Thursday, 3/11/2021, starting at 2:00 AM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Cloverdale, Ukiah, Windsor, and Healdsburg. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 2 hours.
-Network Engineering
Update: As of 2:25 AM all circuits have recovered from the interruption of service. All post-maintenance monitoring has shown circuits as stable. This maintenance is complete.
03/10/2021 starting at 2:00 AM PST, Fusion Fiber customers in the Petaluma and Brentwood areas will experience a brief service interruption while we perform some maintenance. The expected down time is approximately 30 minutes for internet access only. Telephone services will not be affected unless using 3rd party VoIP on the affected data connection. The maintenance window will be 3 hours.
Update: All users recovered at approximately 2:15am. All post-upgrade checks have concluded. This maintenance is now complete.
Tomorrow morning (3/4/2021), starting at 2:00 AM, a subset of customers in the Healdsburg area will experience a brief service interruption while we perform system upgrades. The expected down time is about 15-30 minutes while the equipment reboots. The maintenance window will be 2 hours.
– Network Engineering
Update: 10:03pm. Residential services are NOT affected. This is affecting a small subset of Enterprise users which have been contacted directly.
As of approximately 9:20 pm this evening (2/26/21) the serving equipment in the central office for our Healdsburg Fusion DSL customers (data and voice) went unreachable. We have a technician with a replacement assigned to the job and we will post updates for status shortly.
Update 12:20AM: Due to unforeseen circumstances, tonight’s maintenance has been canceled.
On 3/1/2021 at 11:59PM, we will be performing maintenance on hardware serving Fusion Fiber customers in Berkeley. We expect this work to be non-intrusive to customer traffic. The maintenance window is 4 hours.
-Network Engineering
Update: 2:28 AM Maintenance is completed.
Thursday Morning, 2/25/2021, starting at 2:00 AM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Sebastopol. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 2 hours.
-Network Engineering