Fiber (broadband + phone) service down.

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
6 posts Page 1 of 1
by tk.lakshman » Wed Feb 10, 2021 3:19 pm
Our sonic fiber service has been down since around 11am today. Its now 3.15pm. So over 4 hours now.
I did call and was told someone is looking at the issue which is a broader outage. Any ETA on a fix?

FWIW, we live in San Carlos
by syntaxsid1 » Wed Feb 10, 2021 4:04 pm
Hello,

We apologize for the inconvenience. Our Engineering team is still evaluating the scope of the work that needs to be done. As of 3:20pm there is still no update just yet. We will post an update when the issue is resolved and you can check this by going to sonicstatus.com. If we state that repair is completed and you are still down after that, please call our support team so we can take a look. Remember to reboot your ONT (small white box/Fiber modem) after we clear the issue if your service does not come back up automatically afterwards. We hope to have you up soon.


Kind Regards,

Jeff M.
Jeff M. with Community Escalations @ Sonic
by tk.lakshman » Wed Feb 10, 2021 5:40 pm
hi Jeff,

Thanks for your message : i checked sonicstatus.com and nowhere does it mention the outage we're experiencing so i don't know where/how there would be a status update? Its now past 5.30 pm and still we don't have internet or phone service for the entire day now.. Appreciate an update on sonicstatus.net acknowledging the issue and providing periodic updates on fix. Thanks much

TK
by tk.lakshman » Wed Feb 10, 2021 8:19 pm
10 hours later, service in peninsula is still down. No update on sonicstatus.com nor any response here.

Wonder what's going on with Sonic Service?
by tk.lakshman » Thu Feb 11, 2021 7:39 am
Service still down : almost 24 hours laterl Any news?
by briancw » Thu Feb 11, 2021 8:35 am
Hi tk.lakshman,

We apologize for the inconvenience, our technicians will be on site in a matter of minutes to begin addressing the issue. We are very close to a solution. Our team has been working through the night and we are very close to a solution. We appreciate your patience. The search for the break in the line took some time but it has been identified and is being worked on at this moment.
Brian W
Community & Escalations Specialist
Sonic
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