Nov 15 update - here's the email I'm sending to Sonic support:
The ATT technician (Bill, he said you’re welcome to call him to get the details) was just here - Sunday 11/15 at 11:45.
He said I need a ‘change of transport to bonded pair’ in order to get up to the speed of close to 50MB that I’m paying for but not getting. This should have been installed in 2018 when I started the fiber service, but it wasn’t.
However, the order that Bill was given by Sonic did not ask for this and so he was unable to do it.
My neighbors on both sides have X2 service using a bonded pair and get close to 50MB, but I only have single wire and 28MBps.
Please place an order with ATT asking for ‘change of transport to bonded pair’ so that I can get the service that I have been paying for.
Suzanne
************************************************************************************************************************
I now have 28Mbps but was previously getting closer to 50Mbps. My neighbor who just started x2 has 44Mbps. I was also told by Sonic that I should be getting about 45 Mbps.
Nov 5: Internet went out - red light on router.
Nov 7: ATT comes - says that I have two wires and removes one. Internet now works, but at half speed. I continue discussion by email, eventually talk to Sonic on the phone and am told that I should have two wires and ATT made a mistake.
Nov 10: ATT comes and replaces router, has no instructions about replacing second wire. Speed still at 28Mbps but now I have to reset every device in my house and all users have to change wifi settings info for nothing.
Since Nov 10: No response to my emails on the same ticket from Sonic. Why? I'm paying for x2 service and should be getting it. Will open new ticket.
Note that it's impossible to call Sonic - message says that they are too busy and can't talk to you.
Suzanne
The ATT technician (Bill, he said you’re welcome to call him to get the details) was just here - Sunday 11/15 at 11:45.
He said I need a ‘change of transport to bonded pair’ in order to get up to the speed of close to 50MB that I’m paying for but not getting. This should have been installed in 2018 when I started the fiber service, but it wasn’t.
However, the order that Bill was given by Sonic did not ask for this and so he was unable to do it.
My neighbors on both sides have X2 service using a bonded pair and get close to 50MB, but I only have single wire and 28MBps.
Please place an order with ATT asking for ‘change of transport to bonded pair’ so that I can get the service that I have been paying for.
Suzanne
************************************************************************************************************************
I now have 28Mbps but was previously getting closer to 50Mbps. My neighbor who just started x2 has 44Mbps. I was also told by Sonic that I should be getting about 45 Mbps.
Nov 5: Internet went out - red light on router.
Nov 7: ATT comes - says that I have two wires and removes one. Internet now works, but at half speed. I continue discussion by email, eventually talk to Sonic on the phone and am told that I should have two wires and ATT made a mistake.
Nov 10: ATT comes and replaces router, has no instructions about replacing second wire. Speed still at 28Mbps but now I have to reset every device in my house and all users have to change wifi settings info for nothing.
Since Nov 10: No response to my emails on the same ticket from Sonic. Why? I'm paying for x2 service and should be getting it. Will open new ticket.
Note that it's impossible to call Sonic - message says that they are too busy and can't talk to you.
Suzanne