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.
Update: 11/6/2020 3:18 AM:
Maintenance completed successfully.
On 11/6/2020 between 2:00 AM PDT and 5:00 AM PDT we will be performing intrusive data connectivity maintenance on a small subset of Fusion Fiber customers aggregated out of Albany, CA. Voice services will not be affected by this maintenance. Expected ÂÂdowntime for customers is estimated at 5 minutes, though lasting up to 10 in some instances. This service interruption will occur once near the start of the operation, and once towards the conclusion of the procedure. We will be directly messaging affected customers via SMS/E-mail ahead of the work to be performed and after the conclusion of the maintenance.
~Network Engineering
Update (11/06/20) 4:56AM: This maintenance is now complete
Update (11/04/20) 5:17PM: This maintenance is being rescheduled for 11/06/20 starting at 2:00AM
Tomorrow (11/05/20), starting at 11:59 PM, we will be performing intrusive voice maintenance on equipment serving customers in the San Francisco area.
Some customers will experience a brief service interruption while we perform this work.
The expected down time is about 20 minutes while the equipment reboots. The maintenance window will be 4 hours.
-Network Engineering
Update: 1:25AM Maintenance successfully completed.
Tonight (11/4) at 11:59PM, we will be performing maintenance on core routing equipment that is part of our north bay ring. We do not expect this work to cause any customer impact. The maintenance window is open until 4am.
-Network Engineering
The Sonic call center phone system appears to be experiencing some issues. We are currently investigating the issue and working toward resolution. You may have some difficulty in reaching us via phone until this is resolved. Support is still available via text, email, and social media platforms.
Update:11:01 Services appear to be coming back online. Please power cycle your router and ONT and retest your connection.
Update: 11:00 We are still working with our vendor to get services restored.
Update: 10:30. Our network operation team is currently working on resolving the issue. We have escalated this issue to our vendors and are working with them to resolve this outage as quickly as possible. Thank you for the continued patience while we resolve this outage.
Update: 9:44 am. Hello fellow Sonic Customers. Jerriel here. Ill be updating this page with updates once i get them or every 1/2 hour on the hour. (starting at 10:30am) I will try to keep everyone updated as much as possible. Currently our Network operations team is working on what cause the issue and how to fix it. At this time there is no ETA on when services should be coming back up. Thank you all for your continued patience in this matter.
There is an outage impacting a subset of Fusion Fiber customers in Berkeley. We are currently investigating the situation, and apologize for any inconvenience. There is currently no estimated time of repair, but we will provide further updates as we are able. Thank you for your patience.
-Sonic Support
Update: 1:05AM Maintenance successfully completed.
Tonight (10/28) at 11:59PM, we will be performing maintenance on core routing equipment that is part of our north bay ring. We do not expect this work to cause any customer impact. The maintenance window is open until 4am.
-Network Engineering