Outage following sched maintenance Berkeley

[lnardinelli]

We received notification of 3 hour scheduled maintenance window this morning 6/28 from 2:00 a.m. to 5:00 a.m. but we are still down as of 9:00 a.m. That and sonic support is not answering any calls (waiting for 38 minutes so far). We are in West Berkeley. Anyone else?
How do I reach someone at sonic?

[motet]

I'm having the same problem.

I'm not sure why Sonic doesn't post these issues on their support or MOTD pages. Bad for marketing?

[jwbaker]

Big same. North Berkeley. I don't know why sonicstatus is not updated. DownDetector.com is clear.

[ngufra]

sonic sent me this at 9:01 today

Hello, this is Sonic, your internet provider. We're aware you may be experiencing service interruptions. Our teams are currently investigating potential issues that could be impacting your service and will be in touch with more updates soon.

[ngufra]

At the moment it seems stable.
Hopefully it will last.

[ngufra]

spoke too fast. Google speed test was working well.
Tried ookla and it failed.
Then tried Measurmenet labs directly and it's also hanging.

[ngufra]

Update from Sonic at 9:22

Hello, this is Sonic with an update. Our Network Engineers have confirmed there is an outage affecting our backend equipment in the Berkeley/Albany area. We are working hard to assess this appropriately so that a solution can be implemented to restore long-standing stability as soon as possible. We do not have an estimated time of repair yet, but we will continue to keep you updated as this progresses. We sincerely apologize for the inconvenience and thank you for your continued patience.

[tyrodom3]

As of 9:34am, there's no mention of this outage at https://sonicstatus.com . Sonic should post a message there.

[ngufra]

9:54:

Hello, this is Sonic with some good news! The outage affecting our equipment in the Albany area has been resolved successfully. Our Network Engineers were able to repair the piece of affected equipment and implement a fix to restore stability. While we are confident in the resolution, we will continue to monitor for any abnormal behavior to ensure long-standing stability on our network. If you are still actively experiencing issues with your connection, please reach out to Support for further troubleshooting. We once more thank you for your continued patience and understanding.


9:57
Hello, this is Sonic, your internet service provider. We're reaching out to inform you that the emergency maintenance that was being performed on our Fiber network earlier this morning was completed successfully and without issue. Everything is now looking good from our end. Please reach out to Support if you have further issues.

[lnardinelli]

Sure would be nice if you would inform us earlier via text and email about widespread outages following maintenance windows instead of letting us all waste time troubleshooting and waiting on hold for a long time for your support people.