All my Internet is offline in South San Francisco

[kathyfeudale]

Started around 10pm on October 24th 2024. Since I haven't had the service that long I am not sure where to check for outages.

Nothing is currently working.

[novastar55]

Mine as well. And I’ll be honest I’m not impressed with the lack of ACTUAL server status and geolocation look up

Oh and why did the internet go down in SSF at 10:05 when conveniently phone support stopped at 10am

Seriously not a good look. The is what makes people switch providers…

[kwong016]

They really need to have 24/7 phone support. Some people actually need to work at this time. Internet has been down for an hour now and zero updates or support. This is terrible.

[kathyfeudale]

Well it is good to know if isn't just me at least. To be fair this is the first major issue I have had with the service (been on Sonic 3 or 4 months now). But yeah, having no real outage map or support contact isn't great.

[kurtis4444]

How is this still not fixed? It has been hours. Is it only a small area affected?

[jerrielm]

Hello Everyone!

We had informed all of our customer affected by this planned maintenance at around 1:30pm on 10/24. I am sorry if this email was lost or sent to spam. Here is the information we sent out.

Hello,

This is Sonic, your internet service provider.

We're reaching out to inform you that we will be performing extensive maintenance on our Fiber lines in your area on Thursday, 10/24, beginning at 10:00 PM PST. The maintenance window will be between ~4-8 hours in length. Downtime is expected during the entirety of this window until the work has been completed.

The maintenance being performed is to comply with Rule 20 in your area in regards to our Fiber lines.

If you have any questions or concerns, please feel free to reply to this email or contact our support team at 877-706-5662 or [email protected].

Thank you for your cooperation, and we appreciate your continued trust in our services.

[neuropsychology]

Wow people who reply on here about outages really sharpen their pitchforks and grab their torches pretty impulsively eh?

[kgc]

Just to clarify, all affected customers were sent email and/or sms messages on 10/16 to warn about the planned maintenance being done last night on 10/24.

[joeyyung911]

Wow people who reply on here about outages really sharpen their pitchforks and grab their torches pretty impulsively eh?

That's nothing new from Sonic customers.