When we detect a service outage, we automatically send out email and SMS communications to all affected customers. This can include a brief description of the outage, estimated time for repairs, and ongoing updates about the outage.
How do I know if I am part of a service outage?
If you are affected by a known outage, we will send out communications via your contact number and email on file. These notifications are sent via SMS short code that is a different number than normal SMS support number. If you have texted this 'STOP' in the past, you won't receive these notifications and will have to text the number 'START' to resume them. If you are experiencing a service interruption and have not received a notification from us, then we recommend following some of the troubleshooting articles linked at the bottom of this page and calling our support team at 1-855-394-0100 so we can help you get back up and running.
Ensure you receive outage notifications.
Since we will notify everyone that is affected by an outage, it is important to make sure that the contact info we have for you is up to date, otherwise you may miss out on these updates.
Navigate to https://members.sonic.net/ >Account > Contact information. Once there, make sure both your contact number and email is update to date.
What to do when I am not a part of a widespread outage but still don't have service?
Check out some of our help articles linked below that have tips for troubleshooting your connection. If you have any questions or want to speak with someone about a potential service outage in your area, please feel free to reach out to our support team. Support is available between 6am-10pm PT every day and can be reached via phone at 1-855-394-0100 or via a callback request submitted here: https://www.sonic.com/support_cba_request. You can also reach out by email at support@sonic.com or via SMS at (833) 836-0300.
Troubleshooting articles related to each of our connectivity services.
Experiencing issues with a non-internet related service or tool?
Any known issues that are affecting our other tools and non-internet related services (webmail, membertools, etc.) will be posted on our status page here https://sonicstatus.com/.
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