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

[kevinpostlewaite]

Haven't heard a thing from Sonic support all day but AT&T customers report in NextDoor thread that AT&T acknowledges widespread disruption.
* An AT&T technician informed one customer that there was damage Friday that is expected to be repaired today, it's not obvious that physical damage would be directly linked to sporadic problems like we're experiencing
* I've heard a rumor that AT&T had a failed gateway update that they have not yet been able to recover from, this seems more reasonable given the symptoms but this info is not reliably sourced

Maybe Sonic support will provide reliable and accurate information.

[mgoldburg]

Service appears to be back to normal as of 4:15 PM today.

@tlefkowicz, apologies if I hijacked the thread (not my intent) ... is SF still down?

[tlefkowicz]

No worries! I’m glad you’re getting your service back. My service is still down in SF, but Sonic has gotten AT&T to dispatch a technician to my house tomorrow morning. I think once you hit the week mark with no internet, even AT&T recognizes something just be done about it.

[mgoldburg]

Good luck today. Other than this recent issue and an installation hiccup, neither one Sonic's fault, the service has been reliable and performant since I had it installed in January.

You do have to work through Sonic in the event of problems. Based on the Nextdoor centi-thread, it doesn't appear that ATT's direct customers received any better service during the outage.

[rconti]

Yup, working for me again as of yesterday.

Gotta be super frustrating for you, @tlefkowicz. That's insane that ATT wouldn't roll a truck due to a preexisting issue a *week* ago -- and then this RWC intermittent issue looks like it was only ever SJ->RWC, and didn't go further north. I can't fathom why they didn't get someone out to you sooner. Total screwup.

Thankfully the only issue I've needed ATT's help with was when the Comcast techs disturbed my fiber

[animats]

My service in Redwood City 94062 now seems to be OK as of Monday evening.

None of this was mentioned on sonicstatus.com

[tlefkowicz]

The AT&T tech visited today. Our long national nightmare is over. The tech discovered that the ONT fiber connector was not originally installed properly inside the ONT. It failed around the same time as the fiber outage last Monday. He said it was coincidental and unrelated to the outage. He didn't think we ever lost the fiber internet, but the lost connection in the ONT made it appear as such. He replaced the connection and it's back to working as before. Sonic was very patient and cool throughout this painful process. I look forward to the day when Sonic is available direct and I can avoid AT&T.

[rpaquay]

Just wanted to mention my issue was also fixed sometimes Monday afternoon. No issue to report today (Tuesday).

I still stand my my assessment something is very wrong with process and procedures in place at ATT: No status, countless stories of people calling support being told there are not aware of any issue and a technician can come or a new router is needed, etc. etc. And of course, we will never know what happened...(I suspect the rumor of an internal screw up on their network config is the most likely explanation, given the symptoms of the problem... The fact it took 3 days also seems to indicate they is no serious monitoring in place: a good network operator knows before their customers that there is a large outage outage going on because they monitor their network...).