Is Sonic AT&T Fiber down for you in San Francisco?

[mgoldburg]

The issue is not yet resolved in Redwood City. Performance seems better than yesterday, but I'm still seeing stalled/failed connections to some sites. Others report the same on Nextdoor.

I've had ATT Fiber through Sonic since January. It's been rock-solid until this weekend (ignoring fires in Edgewood Park, PGE outages, etc.). Previously, I was on a Comcast 400/10 plan. TBH, outages on that were rare, too. Still glad that I switched to Sonic's ATT product: higher upload rates are important for my use case and I was tired of Comcast's yearly rate increase dance.

[kevinpostlewaite]

This issue is not resolved for me, nor have I received an update from Sonic for the ticket I've filed.

On the positive side, I don't recall any previous issues in the 1 1/2 years I've had Sonic over AT&T fiber.

[mgoldburg]

This issue is not resolved for me, nor have I received an update from Sonic for the ticket I've filed.

I didn't receive a response to my ticket either and called Sonic yesterday. Their suggestion was a factory reset of the ATT gateway under the theory of a botched software or config update from the network (believable since multiple folks have been impacted, although the issue could easily be upstream in ATT's network too). Performance was slightly better afterwards, can't say whether that was the result of the reset or something else and it's still not 100%. With the reset, Sonic said they had enough info to escalate the case to ATT.

The ATT BGW320 router at my house does not have the ability save+restore config. That has to be done manually following the reset.

[rpaquay]

I did the router/gateway reset last night before going to bed, and things are worse this morning...

Also, the ATT "outage" page says there is no outage for my zip code (94062).

Whatever is happening on the ATT network, having 48h of outage like this implies there are major (and I mean MAJOR) flaws in their process and/or infrastructure... What I mean is

* Having a status page saying there is no outage while there has been issues for 48h is a FAIL
* Having an outage lasting more than a few hours is a FAIL

I honestly thought they had somehow botched my installation (10 days ago) and that I was the only one in this situation, until I has the insight to come check this forum.

Sorry for the rant... There is the worse internet outage I have had in 25+ years. I very rarely complain about services, because I can understand s**t happens sometimes, but 48h is INSANE in this day and age... We have news headlines when google or facebook is down for like 5 mins...

[kevinpostlewaite]

I just got off the phone with a Sonic tech regarding my ticket. They are also unable to access the AT&T outage page. The tech filed a support ticket with AT&T for this issue and will be updating me. I referenced this thread with Sonic and I hope that they will post updates here. I am told that I should hear the results of the ticket with AT&T shortly and will post that info here in case it's not already posted.

[mgoldburg]

@rpaquay, Agreed on all of your points.

Good news is that someone managed to get hold of ATT Executive Support (see Alex Stamos's last post here). That's usually very effective.

[rconti]

@rpaquay,

Agreed, it's a total dumpster fire right now, and the fact that nobody at AT&T will own up to it is infuriating. I opened my Sonic support ticket over the weekend and haven't yet heard back, but it's early in the day. This is by far the worst issue I've had in 3.5 years.

I've had Sonic-resold ATT since 2019 and it's been pretty solid.

This is the 2nd network problem I've had -- the first being the "bad RAM breaking SSL" issue back in 2020 that was found by the community and eventually AT&T had to respond and fix it:

https://news.ycombinator.com/item?id=25335936

That one was not NEARLY as bad as this one, though. It only affected occasional sessions.

Outside of this issue and the 2020 issue, I think I've had 1 or 2 service calls to my house. On one occasion, my internet went down as soon as a Comcast tech stopped working on my pole. They clearly disrupted my connection, and AT&T had to re-run the fiber and also mounted a demarc box outside the house. For some reason the first installation just ran the fiber straight into the garage which made it harder to work on.

The main drawback seems to be that it takes AT&T 2 days to bother to respond to on-prem issues. I'm not sure if it would be better with direct ATT though.

[kevinpostlewaite]

Someone in the Next Door thread posted that she contacted Sonic support about an hour after I did and that support tech didn't know about this issue: so not only is Sonic support not communicating with their customers, they aren't even communicating amongst themselves. I've always been impressed by Sonic support in the past but I'm pretty disappointed this time.

@dane used to monitor these groups in the past, maybe he'll come across this thread.

[animats]

Sonic support knew about "the Redwood City problem" when I called. They are trying to get AT&T to do something.

This is very strange. It's intermittent. It seems to affect mostly new connections. It affects both Windows and Linux systems. It does not seem to be a DNS problem; I've tried switching DNS providers. It might be an IPv6 conversion problem, but it's affecting a game which is pure IPv4.

[mgoldburg]

I'll have to play with my work computer and see if my full tunnel VPN somehow keeps this from being an issue, otherwise I'm going into the office for the next.. indefinite amount of time.

VPN seems like a good workaround ... so long as you can reach the VPN server Currently using the free Cloudflare WARP client.