Fiber installation: Technician no-show again ++

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
32 posts Page 1 of 4
by karthik » Fri Aug 02, 2019 5:01 pm
Given a time window of 8am - 4pm on a weekday for fiber installation.

Called Sonic
- @noon on scheduled day: "AT&T still has you in queue"
- @3pm: "We'll escalate this to our AT&T specialist team and will call you back to let you know the status by 4pm" (no callback)
- @4:15pm: "Will check and call you back in 15 minutes"
- @4:25pm: get a sms "AT&T should be onsite performing your install or your order should be completed" (which is not the case)
- @4:50pm: callback with "How many times has AT&T not showed up for you thus far? We'll put in a request to reschedule with AT&T. However, there's no guarantee that they will show up the next time either"

:evil: :evil: :evil:
by Matoda » Fri Aug 02, 2019 10:25 pm
I had the exact same experience Thursday.
by obake1 » Mon Aug 05, 2019 11:55 am
Same experience for me, but on Wednesday with almost the exact same sequence of events.

Re-install is today, but I can't say I'm all that hopeful they will show up either as it's already an hour into the 2 hour window I was given this time, rather than an 8 hour.
by obake1 » Mon Aug 05, 2019 1:52 pm
and they no show'ed me again. this is the second time.
by karthik » Mon Aug 05, 2019 10:25 pm
Indeed, quite unacceptable by any common yardstick (or even the bare minimum threshold) of customer service.

Sonic: Can you comment on how many no-shows a customer needs to endure (especially given an 8-hour, 8am-4pm installation window on weekdays) before a technician actually shows up?

Granted, it's an AT&T installation service here, but one would assume you have a sufficient volume of service requests initiated with AT&T within your coverage area & service fulfillment data to assist Sonic in determining no-show rates?
by Anothermissedappt » Wed Aug 07, 2019 11:16 am
Same here, in San Leandro. Missed appointment today, with tone deaf happy messages from SONIC saying they hope everything is going smoothly.

I had to take off work for this, and I fear rescheduling will only result in the same experience. Considering the amount of work I'm missing, it's turning into a very expensive alternative to Comcast and ATT. Another missed appointment or two and I'll just have to bite the bullet and go with a company that can do the job.
by obake1 » Wed Aug 07, 2019 12:05 pm
I'm waiting for the 3rd attempt now. The window is half over and nothing. A tech is suppose to "pick" up the job, so to me, this implies that you need to some how get lucky they pick your appointment out of a hat and the appointment window is meaningless. I actually have zero faith they will show up in the next 3 hours 55 min either as I was given a 8 hour window again.
by lefish » Wed Aug 07, 2019 12:25 pm
Sorry to hear about all these no-shows. I do hope that it's AT&T dropping the ball and not Sonic.

There is a law in California where you can take a utility to small claims court for no-shows. Probably a hassle, but I think you can get up to $600 per no-show. ... onNum=1722
by obake1 » Wed Aug 07, 2019 2:49 pm
I don't think it's sonic dropping the ball. They are essentially in the same position as me, both of us are the mercy of AT&T. Honestly, I would be fine if they just tell me they can't come out to install weeks or months later. I feel like every re-scheduled date that's presented to me is AT&T just lying to sonic because the end result is the same: a no-show. There's no accountability that they'll ever show up.

They say they can escalate it to AT&T after 2 missed scheduled installs to get expedited dates, but in the end it makes no difference, escalated or not. After the first missed install, I was given a 2 business day choice for the next install. If I didn't take that, it would have been 8/19. I took the 2 day choice and they no showed. After that it got escalated and I was then given a 2 business day choice again, which is today. It's almost 7 hours into the 8 hour window and again, no tech has picked up the job.

I would not be so angry if I didn't feel like every scheduled date was just them lying to me. How many times do I need to be baited into waiting at home for nothing before something actually materializes?
by dct » Wed Aug 07, 2019 11:02 pm
I'm really sorry about the missed installations. Regardless of what the issues might be, the experiences described aren't what we set out to provide for our customers.

I can't speak to specifics, but we'll be reaching out to you folks shortly to see if there's an escalation path in each of these situations, or a way to ensure an installation window that might be more convenient.
Dan T.
Community & Escalations Manager
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