I’ve been a sonic customer since the days of ISDN in the 90’s - the early DSL. Of course I switched to Sonic’s excellent fusion service early on.
Some years ago (5?) I upgraded to Fusion X2 and rented Sonic’s equipment Pace 5268AC .
Part of my reasoning was that with two bonded DSL lines and sonic specified equipment, a single failure on a line should keep the internet working.
Well this assumption provided to be false.
I had a complete failure of my internet access –both physical lines apparently not able to transmit data – which as a telecom equipment designer/engineer is not expected. Typically the assumption is there is one physical failure at a time – in this case my Voice line running on ATT lines got co-opted.
The other data line should still have worked but didn’t - so was it two co-opted lines at ATT or a Sonic equipment setup failure.
I’m curious if anybody else has this experience?.
Diary of events
Oct 7th Wed 12:30 Sonic Internet failed and no dialtone – Called support@sonic One hour discussion with a friendly support, checking the lines, but not able to get data through the lines. The 2nd data line did indicate it had SYNC, but no data. The sonic support put a ticket on Voice line and then data line . Possibly putting a ticket on the data line was a mistake at this point.
Oct 9th Fri am ATT Linesman Ticket for Data line ~ couldn’t find anything wrong, escalated it I think
Oct 10th Sat am ATT Different linesman looking at the Data line again – hadn’t got ticket for Voice line. Said the voice line did have battery on it.
Oct 10 Sat pm Called Support@sonic and couldn’t figure out when ATT would come for voice line. Downgraded Sonic service to X1 for only voice line X1.
Oct 12 Mon am ATT different linesman – fixed it. He said he had replaced wire pair. I'm very happy voice and internet back
Oct 17 Sat – got true physical line data backup from 2nd service provider, My Synology RT2600 router supports dual WAN.
Oct 18th Email from support@sonic saying that “The AT&T notes indicate that the circuit had gotten co-opted and switched to another pair in error by another tech at the junction box. They got restored continuity and got the circuit going once again at that point. The battery he must have heard was from an entirely different circuit on either their or our DSLAM.”
Some years ago (5?) I upgraded to Fusion X2 and rented Sonic’s equipment Pace 5268AC .
Part of my reasoning was that with two bonded DSL lines and sonic specified equipment, a single failure on a line should keep the internet working.
Well this assumption provided to be false.
I had a complete failure of my internet access –both physical lines apparently not able to transmit data – which as a telecom equipment designer/engineer is not expected. Typically the assumption is there is one physical failure at a time – in this case my Voice line running on ATT lines got co-opted.
The other data line should still have worked but didn’t - so was it two co-opted lines at ATT or a Sonic equipment setup failure.
I’m curious if anybody else has this experience?.
Diary of events
Oct 7th Wed 12:30 Sonic Internet failed and no dialtone – Called support@sonic One hour discussion with a friendly support, checking the lines, but not able to get data through the lines. The 2nd data line did indicate it had SYNC, but no data. The sonic support put a ticket on Voice line and then data line . Possibly putting a ticket on the data line was a mistake at this point.
Oct 9th Fri am ATT Linesman Ticket for Data line ~ couldn’t find anything wrong, escalated it I think
Oct 10th Sat am ATT Different linesman looking at the Data line again – hadn’t got ticket for Voice line. Said the voice line did have battery on it.
Oct 10 Sat pm Called Support@sonic and couldn’t figure out when ATT would come for voice line. Downgraded Sonic service to X1 for only voice line X1.
Oct 12 Mon am ATT different linesman – fixed it. He said he had replaced wire pair. I'm very happy voice and internet back
Oct 17 Sat – got true physical line data backup from 2nd service provider, My Synology RT2600 router supports dual WAN.
Oct 18th Email from support@sonic saying that “The AT&T notes indicate that the circuit had gotten co-opted and switched to another pair in error by another tech at the junction box. They got restored continuity and got the circuit going once again at that point. The battery he must have heard was from an entirely different circuit on either their or our DSLAM.”