Sonic crashed in El Cerrito moments after customer service closed for the night.

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
7 posts Page 1 of 1
by cecelia.matelski » Wed Jul 21, 2021 10:42 pm
Solution? Can’t find one as no one is at the Sonic office. Looks like we’ll be without internet, again. Tired of this. Really unhappy with Sonic.
by joeyyung911 » Wed Jul 21, 2021 10:47 pm
How 'bout you explain the situation? Being vague is gonna help you?
Excelsior, Sonic Fiber
by dane » Wed Jul 21, 2021 11:35 pm
What do you mean by crashed? What do the lights on the Sonic optical terminal (the small box, about the size of a deck of cards) indicate? And which router type do you have? If it’s the Eero, check the app for status, and if you’ve got the SmartRG check the lights on the front.

Short term fix might be to reboot those two devices in hopes that resolves for now, then message support in the AM.
Dane Jasper
Sonic
by cecelia.matelski » Thu Jul 22, 2021 7:05 am
Crashed = Multiple houses have no internet signal/connectivity with Sonic. The entire street is down, but there is no obvious contributing factor such as an auto accident, a fire, a pole down, a tree on a pole, high winds last night, etc. nothing is obvious on why service stopped for multiple residences. The lights on the base are lit but not flickering or active. At this point, it doesn’t matter what the lights are doing or not doing on the device when the service doesn’t make it to the residence. The reason we’re sick of it is service stops transmitting to the residence often in our area.

To Joey re vagueness: I’m not a technician and given your answer, neither are you so don’t be an internet troll. Recognize when someone is frustrated with the lack of after hours Sonic availability and support.
by briancw » Thu Jul 22, 2021 11:25 am
Howdy Cecilia,

We're very sorry you've been having issues with the service. In most cases when an issue happens with a connection it is more likely the issue is with your connection itself rather than some sort of outage. In light of that we usually will go through the normal troubleshooting of connections to try and narrow down where the problem is. With internet connectivity we have found that symptoms (intermittent drop outs, outright loss of connectivity, etc) tend to have multiple possible causes. So we tend to try and troubleshoot each line individually unless or until an outage is identified. I imagine it could be pretty frustrating to be met with a barrage of questions in the attempt to get help but please know it is from a sincere attempt to help.

That being said, I see our tech Andrew was able to assist getting your service back up. Which, naturally, is fantastic. The steps that Andrew did with you over the phone, unplugging the router from power and plugging it back in after 15 seconds, disconnecting and reseating any cables connected to the router are all standard and necessary first steps.

Subsequently if those do not work the next step would have been to power cycle the ONT which is a white box on the wall Sonic would have installed and the router is connected to. That device you'd have wanted to power cycle by unplugging the power cable and plugging it back in after 15 seconds. After a few minutes the device will either connect back causing the Fiber light to go solid green.

We're here if anything further begins to happen. If you see issues going forward calling our support line at 707-547-3400 between 8am and 10pm and our team will be able to troubleshoot further.

Best wishes,
Brian W
Community & Escalations Specialist
Sonic
by joeyyung911 » Thu Jul 22, 2021 7:57 pm
cecelia.matelski wrote:
Crashed = Multiple houses have no internet signal/connectivity with Sonic. The entire street is down, but there is no obvious contributing factor such as an auto accident, a fire, a pole down, a tree on a pole, high winds last night, etc. nothing is obvious on why service stopped for multiple residences. The lights on the base are lit but not flickering or active. At this point, it doesn’t matter what the lights are doing or not doing on the device when the service doesn’t make it to the residence. The reason we’re sick of it is service stops transmitting to the residence often in our area.

To Joey re vagueness: I’m not a technician and given your answer, neither are you so don’t be an internet troll. Recognize when someone is frustrated with the lack of after hours Sonic availability and support.


So, just because people don't work for Sonic they wouldn't be able to help? Your first post is equivalent of going to a dealership and yelling fix this!! Without implying what was wrong!

Sonic has the whiniest customer base I've seen, I gotta give props to the people who work there.
Excelsior, Sonic Fiber
by jacob.karinen » Fri Jul 23, 2021 9:40 am
cecelia.matelski wrote:
Crashed = Multiple houses have no internet signal/connectivity with Sonic. The entire street is down, but there is no obvious contributing factor such as an auto accident, a fire, a pole down, a tree on a pole, high winds last night, etc. nothing is obvious on why service stopped for multiple residences. The lights on the base are lit but not flickering or active. At this point, it doesn’t matter what the lights are doing or not doing on the device when the service doesn’t make it to the residence. The reason we’re sick of it is service stops transmitting to the residence often in our area.


Sorry about the issues you experienced and I'm glad to see we were able to get it restored for you. If you happen to lose connectivity in the future outside of our support hours we have a self help page which offers multiple troubleshooting options. For slow speeds you can check here and for no connectivity you can check here. These might be able to help you get online before we're back in the office
Jacob K.
Community and Escalations Lead
Sonic
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