Update: Maintenance complete.
Tonight beginning at 11pm PST we will be applying upgrades to multiple systems including customer database servers, shell server, webmail, and our VPN servers. We expect to complete the maintenance within 2 hours.
Parts of Sonic inaccessible due to large DOS attack
Update: This has been resolved.
Currently we are experiencing a large denial of service attack aimed at several sonic services. We are working on mitigating this attack and restoring service as quickly as possible.
Webmail, parts of of our web cluster, and sonic.com are some known services unreachable at this time. If you are having trouble reaching them please be patient. We are working as quickly as possible to resolve this issue.
East Bay – Fusion Fiber Maintenance
Update(6:26am): Service was restored for the the majority of subscribers inside the affected maintenance window. A subset of subscribers had service restored by 5:20am, as they required manual intervention to restore service.
On 11/20/2020 at 2am we will be performing maintenance on hardware serving Fusion Fiber customers in the East Bay. This is intrusive maintenance which will not impact voice services, but will cause data connectivity to be intermittent between 2am – 4am. The maintenance window is three hours and should conclude by 5am.
-Sonic Support
Petaluma – Fusion Fiber Maintenance
Update 11/20/2020 1:07 PM: Maintenance successfully completed.
On 11/19/2020 at 11:59PM, we will be performing maintenance on hardware serving Fusion Fiber customers in Petaluma. We expect this work to be non-intrusive to customer traffic. The maintenance window is 4 hours.
-Network Engineering
Sonic Support holiday hours for 11/26/2020
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.
Burlingame – Fusion Fiber Maintenance
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
System Maintenance
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.
T-Mobile Filtering SMS Messages from Support
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
Fusion DSL Outage – Oakland Area
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.
East Bay – Fusion Fiber Maintenance
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