Update: 2:13 AM Maintenance is completed.
Wednesday, June 10, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in San Fransico, Berkeley, and Albany. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update (6/10/20) 12:50AM: This maintenance is now complete.
Tomorrow night(6/9/20), starting at 11:59 PM, a small subset of customers in the Burlingame area will experience a brief service interruption while we perform some maintenance. The expected down time is about 15 minutes while the equipment reboots. The maintenance window will be 2 hours.
– Network Engineering
Update – 1pm: We have confirmed with our vendor that our inbound calling issues are related to a larger outage. Calls can currently be made into our call center, but we have had reports of intermittent issues regarding call quality. We apologize for any inconvenience and hope to have this resolved soon.
At 9:45am, we became aware of an issue impacting all inbound calls to our customer support team. We are investigating the issue and hope to restore functionality as soon as possible.
While we work toward resolving the persistent phone issues, we’re available to assist you via the following channels:
SMS
Social Media
Early this morning we became aware of an issue with certain mail clients and operating systems that were unable to communicate with our mailserver.
The issue predominantly impacted older operating systems using non-modern security protocols. We have restored the functionality of these protocols, and your email should now be functional. We apologize for any inconvenience this may have caused.
Please restart your mail client if you continue to have issues. If problems persist, update to the newest version of your operating system for numerous functional enhancements and upgraded security.
-Sonic Support
Update: Maintenance complete.
Tonight at 11pm we will be applying upgrades to our customer shell server which will require the host to be rebooted. The expected downtime should be brief and we expect to complete the maintenance within 1 hour.
Update: 1:20 AM Maintenance is completed.
Wednesday, June 3, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Costa Mesa, Fullerton, Garden Grove, Yorba Linda and Tustin. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update – 6:25pm: This issue has been resolved and service restored. If you need to reach support feel free to give us a call.
Update – 1:30pm: We are still experiencing issues inbound to our call center. While we work toward resolving the persistent phone issues, we’re available to assist you via the following channels:
SMS
Social Media
Update – 11:55am: Calls inbound to the call center are currently operational. We are still working with our provider to address the root issues. We sincerely apologize for the inconvenience and will provide more updates as we are able.
Update – 10am: If you require assistance, reach out to us via Facebook or Twitter and we’ll do our best to coordinate a call with one of our support representatives. Please provide your username and contact information, as well as a brief description of the issue you’re experiencing, and we’ll follow up as soon as we’re able.
Update – 8:15am: We are still experiencing issues with inbound calls. We have continued to work with our provider to restore service but do not yet have an estimated time of repair, and ask that if you require assistance at this time to reach us via email (support@sonic.net) and SMS (707-800-4624). Thank you for your continued patience.
Update – 6:50pm, we have confirmed the inbound call issue is with our provider and are currently working with them and upstream carriers toward resolution. This issue has the highest priority but we do not, at this time, have an estimated time of resolution. In the meantime the Sonic Support team is still available via email, SMS and social media platforms.
At 1:40pm, we became aware of an issue impacting all inbound calls to our customer support team. We are investigating the issue and hope to restore functionality as soon as possible.
We apologize for the inconvenience and will provide subsequent updates as soon as we are able.
-Sonic Support
Update: This is complete.
Update: This is now scheduled for 11pm PST 6/4.
Update: This has been postponed.
Tonight at 11:59pm we are upgrading our IMAP/POP3 proxy servers to a newer version. This upgrade will include several bug/security fixes, as well as allow us to update some of our SSL security settings to more modern standards. The upgrade itself will require all currently connected clients to reconnect, which most clients will do seamlessly. If there are any problems connecting to the IMAP/POP3 service after the update, please contact support.
-SOC
Update: 2:05 AM Maintenance is completed.
Monday, June 1, starting at 11:59 PM, we will be performing intrusive maintenance affecting Fusion and FlexLink copper customers in Balboa, Benicia, Buena Park, Brea, Corona Del Mar and Santa Ana. Expected down time within the maintenance window is approximately 30 min. The maintenance window is 3 hours.
-Network Engineering
Update: Maintenance is complete.
Tonight, beginning at 11pm, we will be applying updates to multiple systems including our customer shell server, database servers, and our VPN servers. Any service interruptions should be brief and we expect to complete the maintenance within 2 hours.