Hello Sonic Customers!
We at Sonic hope you have a safe and relaxing holiday! Sonic Support will have modified hours for 11/26/2020. We will have our phone, sms(text messaging) and email support will be open between the hours of 8am-5pm.
Happy Gobble Gobble Day!
-Sonic Management.
Update 11/17/2020 10:40 PM: This maintenance has been canceled.
On 11/17/2020 at 11:59PM, we will be performing maintenance on hardware serving Fusion Fiber customers in Burlingame. We expect this work to be non-intrusive to customer traffic. The maintenance window is 4 hours.
-Network Engineering
Update: This maintenance is complete.
Tonight beginning at 11pm PST we will be applying upgrades to multiple systems including customer database servers, shell server, members tools, webmail, and our VPN servers. We expect to complete the maintenance within 2 hours.
It’s come to our attention that T-Mobile is filtering our SMS messages used to chat with support, send notifications, OTP and password recovery. We’re working with our upstream SMS provider and hope to have this resolved soon.
Update: We’ve migrated OTP and password recovery to a different number to work around the block for these services.
-Sonic Operations
Update: 11/13/2020 – 2:32 AM : Issue cleared.
Update: 11/13/2020 – 2:17 AM : Technician on site and device fully recovered.
Update: 11/13/2020 – 1:24 AM : Router temporarily recovered.
Update: 11/13/2020 – 12:23 AM : Technician is en route. ETA 1:45 AM.
On 11/12/2020 at 11:48 PM a router went unreachable for a subset of Fusion DSL customers served in Oakland, CA. Network Engineering is currently investigating. Symptoms are modem still in sync, but no surf or phone service. Updates to follow.
Update: 11/13/2020 – 3:40 AM : Intrusive maintenance completed at 2:40 AM, continued monitoring post-maintenance has concluded.
On 11/13/2020 we will be performing intrusive maintenance on a subset of Fusion Fiber customers in the East Bay. This maintenance will begin at 2:00am, and should conclude by 4:00am. Voice services will not be impacted, but data connectivity may be intermittent during this period. Anticipated downtime up to 30 minutes. We will be communicating to impacted customers directly via e-mail and SMS.
-Sonic Support
8:57 PM – Update: Device rebooted and service has been restored. Logs have been collected for investigation.
8:50 PM – UPDATE: Technician arrived on site at 8:38 PM and is troubleshooting the issue.
Today (11/11/2020) at 8:09 PM a gateway router serving Cloverdale went unreachable. We are investigating the issue and have a technician en route.
ETA for technician arriving on site is ~ 1 hour. Updates to follow.
Update – The Maintenance has been canceled.
Update – The Maintenance window is 1 hour, not 4 hours. Sorry for the confusion.
Update – This has been moved to Friday Nov 13th at 5:00 AM
Tomorrow, November 12, starting at 11:59 PM, we will be performing maintenance affecting Fusion Fiber customers in Richmond. Expected down time is approximately 15 minutes. The maintenance window is 4 hours.
-Network Engineering
Update 11/06/20 12:17AM: This maintenance is now complete
Tonight, November 5, starting at 11:59 PM, we will be performing emergency maintenance affecting a small subset of Fusion Fiber customers in Richmond. Expected down time is approximately 10 minutes. The maintenance window is 4 hours.
-Network Engineering
Update 12:58AM: This maintenance is now complete.
On Nov 5th, starting at 11:59pm, we will be performing maintenance on equipment serving the edge of the Sonic network. Customers may experience moments of routing instability, however, no connectivity interruption is expected. This maintenance window is 4 hours.