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Internet outage in the Sunset

Posted: Thu Apr 04, 2019 10:30 pm
by MAS
Internet seems to be down here in the mid-Sunset district. Tried rebooting the router. Support is closed for the night.

Anyone else having this problem?

Re: Internet outage in the Sunset

Posted: Fri Apr 05, 2019 10:45 am
by dane
I don't have your username to check if you are part of this issue - but it seems likely based upon the timing and your location description.

A small number of customers in the Sunset were offline overnight due to a failing device at the edge of the network. Team has isolated and removed from service that device, and the affected customers should be back online now. About 20 members were affected on that street.

Re: Internet outage in the Sunset

Posted: Mon Jun 10, 2019 6:42 pm
by jimstinnett
June 10 since 400PM or so Parkside District in San Francisco seems to be down. 27th at Vicente area affected.

Any news?

Re: Internet outage in the Sunset

Posted: Mon Jun 10, 2019 7:25 pm
by sandeep.shanya
26th and Quintara area too. Of all the days... Warriors trying to hang in there and we have to watch it on our tiny mobile device screens on cellular.

Re: Internet outage in the Sunset

Posted: Mon Jun 10, 2019 7:46 pm
by dane

Re: Internet outage in the Sunset

Posted: Tue Jun 11, 2019 7:35 am
by jimstinnett
Still Down since 2:39 PM JUne 10th. It's 7:30 AM JUne 11th now and no Internet or Phone service

Any chance it's just me? I have tried all the usual procedures but no joy. :(

username = jimstinnett

Re: Internet outage in the Sunset

Posted: Tue Jun 11, 2019 9:29 am
by jimstinnett
Now Experiencing Internet Uppage as of 09:28
Thanks, Dane and staff, for all you do.

Re: Internet outage in the Sunset

Posted: Tue Jun 11, 2019 2:15 pm
by dct
jimstinnett wrote:
Now Experiencing Internet Uppage as of 09:28
Thanks, Dane and staff, for all you do.

Thank you for your patience during the outage, and I'm glad we were able to restore service for you! :)

Re: Internet outage in the Sunset

Posted: Tue Jun 11, 2019 2:17 pm
by dane
jimstinnett wrote:
Now Experiencing Internet Uppage as of 09:28


I like that. Maybe it should be "inage", to go with "outage".

:lol:

Re: Internet outage in the Sunset

Posted: Wed Jun 12, 2019 1:57 pm
by webdog
Still having issues the past 3 days with my Netgear Nighthawk R8000P router on Sonic fiber in the central Sunset. Router disconnects from the Internet every 10 mins for 3-4 seconds like clockwork.

From the router log:

[Internet connected] IP address: 198.27.140.52, Tuesday, Jun 11,2019 21:26:21
[Time synchronized with NTP server] Tuesday, Jun 11,2019 21:26:18
[Internet disconnected] Tuesday, Jun 11,2019 21:26:17
[Internet connected] IP address: 198.27.140.52, Tuesday, Jun 11,2019 21:16:22
[Time synchronized with NTP server] Tuesday, Jun 11,2019 21:16:19
[Internet disconnected] Tuesday, Jun 11,2019 21:16:18
[Internet connected] IP address: 198.27.140.52, Tuesday, Jun 11,2019 21:06:22
[Time synchronized with NTP server] Tuesday, Jun 11,2019 21:06:20
[Internet disconnected] Tuesday, Jun 11,2019 21:06:19
[Internet connected] IP address: 198.27.140.52, Tuesday, Jun 11,2019 20:56:24
[Time synchronized with NTP server] Tuesday, Jun 11,2019 20:56:21
[Internet disconnected] Tuesday, Jun 11,2019 20:56:20
[Internet connected] IP address: 198.27.140.52, Tuesday, Jun 11,2019 20:46:25
[Time synchronized with NTP server] Tuesday, Jun 11,2019 20:46:22
[Internet disconnected] Tuesday, Jun 11,2019 20:46:21

I've been using this exact same router with Sonic for 18 months with no problems until now. Factory reset the router, and problem persists. Router firmware is up to date.

Connect the Netgear router to a different non-Sonic ISP and the 10-minute disconnection problem vanishes. Which suggests the Netgear router is functioning properly

Connect an ASUS router to Sonic fiber, and the 10-minute disconnection problem vanishes.

So it seems to be only the Netgear router and Sonic combo that results in 10 minute disconnects, and only the past 3 days or so.

I'd hate to have to replace my fairly new router, but that's what support is telling me. Any suggestions appreciated.