System Maintenance

September 3, 2015 – 6:32 pm by joemuller

Update: All updates were complete as of 1:00am this morning.

System Operations will be performing updates tonight starting at 11:59pm. The following services may be temporarily unreachable for a few minutes as servers are rebooted:

  • Member Tools
  • Webmail
  • Mail (IMAP/POP3)
  • Secure Hosting

— Joe and the SOC

Fusion/FlexLink Intrusive Maintenance – Forestville

September 3, 2015 – 11:31 am by Robbie Brown

Update (12:05AM): This maintenance is now complete.

Beginning tonight at midnight I will be performing maintenance on equipment serving Fusion and FlexLink customers in the Forestville area. Expected downtime is around 15 minutes.

– Robbie

Fusion/FlexLink Outage

September 3, 2015 – 9:55 am by tomoc

Today, September 3, starting at 9:45am, fiber facilities serving Fusion/FlexLink subscribers in Fort Bragg, Mendocino and Ukiah experienced a failure. At this time we believe this outage is being caused by a fiber cut affecting multiple carriers. Updates will be provided as they become available.

Update(10:50am): Fiber cut confirmed. No ETR yet.

-Tomoc

Update(1:53pm): Crews are working on restoral of fiber cut. No ETR. See below link to Press Democrat article outlining the severity.

http://www.pressdemocrat.com/news/4429875-181/internet-phone-and-wireless-service

-Mike Tardif

Update(6:25am): All traffic appears to be restored at this point. No official word from construction that the trouble is permanently cleared yet.

San Francisco Fusion/FlexLink Outage

September 2, 2015 – 10:35 am by tomoc

Today, September 2, starting at 10:00am, equipment serving a subset of subscribers in the San Francisco area dropped off line. The outage lasted less than five minutes, and all subscribers should be back online.

 

-Tomoc

FTTN Non-Intrusive Voice Maintenance

August 31, 2015 – 1:15 pm by Brandon Gile

Beginning tonight at 11pm I will be upgrading the firmware of all ATA’s for FTTN customers.  This will cause the ATA to be temporarily unavailable as it upgrades for about 5-10 minutes.  The upgrade process will no initiate if you are on a call at that time, so do not worry about call drops.  ATA’s check their config every hour so most of you should not notice the upgrade till midnight.

Thank you

-Brandon

Update: Maintenance is now complete.

Thank you

Fusion/FlexLink Intrusive Maintenance – San Francisco

August 27, 2015 – 10:23 am by Robbie Brown

Update (2:45AM): This maintenance is now complete.

Beginning tonight at midnight I will be performing maintenance on equipment serving Fusion and FlexLink customers homed off the snfcca13 central office in San Francisco. Downtime could be as long as 2 hours for this operation.

– Robbie

Call Center Virtual Hold Issue Resolved

August 20, 2015 – 12:41 pm by dane

When Sonic customer service hold times exceed a few minutes, we offer “virtual hold”, allowing customers to receive a call back when their turn comes up. But over the last couple months, Sonic’s callback assist system reached an internal capacity limit and was sometimes silently failing to make the scheduled return calls. This occurred intermittently for some weeks.

For any who experienced a failure to receive a return call, please accept our apologies! We have increased capacity to remedy the issue, and will watch closely for this in future.

If you need to reach support by phone, you can request a call in queue without waiting on hold by clicking on “Request a Call” on the Support page at https://www.sonic.com/support/. You can also access our Member account tools to make updates to your account, payment info and services, via the Member Tools link at the top right of our home page.

-Dane, Eli & Jasper

MySQL Security Update applied

August 17, 2015 – 3:29 pm by williamt

For security reasons we just applied a MySQL update to our custsql servers. It was necessary to apply this during the day and not during a maintenance window.

-William

Non-Intrusive Network Maintenance

August 17, 2015 – 12:18 pm by tomoc

Tonight, August 17, starting at 11:59pm, we will be performing maintenance on equipment serving our Santa Rosa data center. No customer impact is expected.

Update(12:33am): Maintenance complete

-Tomoc

FlexLink Ethernet Maintenance Tonight – San Francisco

August 15, 2015 – 8:14 pm by mtardif

A very small sub-set of FlexLink customers in San Francisco will experience a brief outage tonight midnight. Expected downtime is 10-20 minutes.

-Michael Tardif
-NOC