Technical Support Department Update

Update: 10/29/2019 – 12:00pm

Sonic customers with our Fusion IP Broadband service may be experiencing service interruption due to the PG&E PSPS (Public Safety Power Shutoff). Service should be restored as soon as the power is restored. If you need support the call center is open, though expect hold times as we are experiencing high call volume and are still operating with a skeleton crew. Stay safe out there.

Update: 10/28/2019 – 12:56pm

We are now taking calls as well as responding to tickets but are still operating with a skeleton crew. Please forgive any hold times you may experience. We will update when operations are back to normal or if the situation changes.

~Sonic

 

Sonic’s Technical Support team is currently operating on a skeleton crew due to our home down being under evacuation orders as a result of the spread of the Kincade fire. As a result our Technical Support department is unable to respond to incoming calls. We are handling customer issues via tickets as quickly and accurately as we can.

To create a Technical Support ticket please email support@sonic.com. We will be resuming regular operations as soon as possible.

Thank you for your patience and understanding.

~Sonic

Northern California Network Edge Maintenance

Update(1:45am): Maintenance is complete

Tonight, October 24, starting at 11:59pm, we will be performing maintenance on our public peering interconnections. Customers may experience a brief period of routing instability towards destinations outside of the Sonic network.

-Network Engineering

See https://en.wikipedia.org/wiki/Peering#Public_peering for more information on public peering

Northern California – Legacy DSL Maintenance

Beginning tomorrow night, 10/24/19, at midnight, we will be performing maintenance on equipment serving legacy DSL customers in and around the Sacramento area. This maintenance is expected to cause around 1 hour of downtime. The maintenance is expected to be concluded by 5am.

San Francisco – Fusion Fiber Maintenance

Update(12:50am) Maintenance is complete

Tomorrow, (10/16/19) at 11:59PM, we will be performing upgrades on equipment serving a subset of residential and enterprise fiber customers in the San Francisco area. Connectivity will be impacted for all customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of fewer than 30 minutes. An update will be provided on the completion of our work.

-Network Engineering

Sunset District – Fiber Maintenance

Update(12:55am) All maintenance successfully completed.

Tomorrow (10/15/19) at 11:59PM, we will be performing upgrades on equipment serving residential and enterprise fiber customers in the Sunset District of San Francisco. Connectivity will be impacted for a subset of customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of less than 60 minutes. An update will be provided on the completion of our maintenance.

-Network Engineering

Brentwood – Fusion Fiber Maintenance

Update(1:10am) All maintenance successfully completed.

Tonight, (10/14/19) at 11:59PM, we will be performing upgrades on equipment serving our residential and enterprise fiber customers in the city of Brentwood. Connectivity will be impacted for all customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of around 30 minutes. An update will be provided on the completion of our maintenance.

-Network Operations

Santa Rosa Service Outage

There is currently an outage affecting IPBB customers in the Santa Rosa area. We are working toward resolving the issue and will provide updates as the situation progresses.

UPDATE: As of 11:30 am the outage has been cleared. All services should be restored, if you are still experiencing connectivity issues please contact Sonic Support.

Planned PG&E Service Disruption

Sonic is closely monitoring internal systems and prioritizing response plans in the event that the planned PG&E service outage continues beyond the scope of any back-up power systems that may be affected. To ensure up-time we have mobilized all internal resources to respond to events when applicable.

~Network Engineering

 

Update – For further discussion, please go to https://forums.sonic.net/viewtopic.php?f=10&t=13716

San Francisco – Fusion Fiber Maintenance

Update(1:36am) Maintenance complete.

Update(12:45) We were able to restore the subset of customers in the Sunset District remotely, service should be restored.

Update(12:39) A small subset of customers in the Sunset District will be down longer than expected.  We are working to restore service. Estimated repair time around 2hrs.

Tomorrow, (10/9/19) at 11:59PM, we will be performing upgrades on equipment serving a subset of residential and enterprise fiber customers in the San Francisco area. Connectivity will be impacted for all customers during the course of this work. Our maintenance window will commence until 4:00AM, but we expect actual customer downtime of fewer than 30 minutes. An update will be provided on the completion of our work.

-Network Engineering