Tomorrow (12/23/20) night at 11 PM we will be testing network redundancy for some services served out of part of our Northern California network. There should be no customer facing effect, but if there is it may exhibit as short-term problems connecting to the incoming mail cluster and webmail. All testing should be completed within an hour of starting.
System Maintenance
Update: Maintenance is complete.
Tonight beginning at 11pm we will be applying updates to multiple systems including our customer shell server and VPN servers. Any service interruptions to affected systems should be brief, and we expect to complete the maintenance within 2 hours.
Sonic VPN Maintenance
Update: This work was completed successfully before 11:15pm.
Starting at 11pm this evening the Sonic VPN server will be taken offline for updates. We expect this outage to last no more than fifteen minutes. An update will be posted here once maintenance is complete.
Holiday Hours for 12/24 -12/25
Hello my Super Sonic Friends!
Sonic Support will be closing early for Christmas Eve and Christmas Day. On 12/24 our operating hours for Technical Support Team will be from 8am-5pm. On 12/25 we will be closed. We will resume regular operations on 12/26 at 8am.
We all here at Sonic wish you a happy holiday!
Emergency Card Reboot
Hello,
Emergency maintenance is required on 12/17 between 5pm and 6pm to fix a one way audio issue. We estimate that service will be impacted for up to 15 minutes. Customers impacted have been contact via email and text message. Thank you very much for your patience.
Regards,
Sonic Support
San Francisco Mission District – Emergency Fusion Fiber Maintenance
Update 10:50PM – Maintenance successfully completed.
12/16/2020 10:15PM – We are performing immediate emergency maintenance on hardware serving a subset of Fusion fiber customers in the San Francisco Mission district. Impacted customers should experience 15-20 minutes of downtime. An update will be provided on conclusion of the work.
-Network Engineering
Fort Bragg – Emergency Fusion Copper Maintenance
Tonight (12/14/20) at 11:59PM we will be performing emergency maintenance on hardware serving our Fusion copper customers in the Fort Bragg area. Expected downtime is 20 minutes. The maintenance window is 4 hours.
-Network Engineering
Phone Switch Maintenance
Update: 4:00 AM Maintenance is complete.
December 15th, 2020 at 3:00 AM we will be performing maintenance on our Enterprise IM and SMS service. No service interruptions are expected as a result of this maintenance. The window for this maintenance is 2 hours.
~Network Engineering
San Francisco Area – Fusion Fiber Outage
UPDATE (12/13/20 – 8:45pm) Repairs to our fiber infrastructure have been completed and service is now restored.
UPDATE (12/13/20 – 5:14pm) Our technicians are still working as fast as possible to resolve the fiber outage.
UPDATE (12/13/20 – 2:04pm) Our technicians have arrived on site and are working to repair damage to our fiber infrastructure.
UPDATE (12/13/20 – 9:40am) Our technician has identified the possible location of the issue and we are working with our engineering team to get this resolved quickly.
UPDATE (12/13/20 – 7:43am): A Technician is en route. ETA 8:15am.
UPDATE (12/12/20 – 10:08pm): We are still working to get service restored and will be sending out a dispatch tomorrow morning.
We are aware of a Fusion Fiber outage affecting some of our San Francisco Bay Area customers. We are working to restore service as soon as possible but do not currently have an ETR. More updates to come shortly.
IPv6 Rapid Deployment (6rd) Connectivity Issues
Update: 2020-12-14 10:46 AM – We believe this to be fixed as of Saturday after a weekend of monitoring. Please report problems to technical support if issues persist.
Network Engineering is currently investigating issues with 6rd routing. We have restored some customers but are investigating clearing up remaining connectivity issues for the rest.