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No Gigabit at 39th Ave where it’s available on same block on 38th /40th?

Posted: Wed Mar 31, 2021 10:50 pm
by dkocan
Any idea why gigabit service is not available on the 2600 block of 39th Avenue, but is available on the same block on 40th and 38th Ave? It looks like it is available up to around the 2400 block of 39th Ave but then stops.

Re: No Gigabit at 39th Ave where it’s available on same block on 38th /40th?

Posted: Wed Mar 31, 2021 10:52 pm
by dkocan
I ask because my wife and I currently have Sonic at 14th Ave and love it, but we’re moving out to the 2600 block of 39th Ave and were devastating to see that it’s not coming up as available. Looking at the coverage, it seems like our block is in a strange donut hole that doesn’t have coverage.

Re: No Gigabit at 39th Ave where it’s available on same block on 38th /40th?

Posted: Thu Apr 01, 2021 11:18 am
by dkocan
Here's a photo of the coverage map that I created using Sonic's online coverage tool. As you can see, 39th Avenue has coverage going South as far as the 2400 block until you reach Ulloa St., which is the unlabeled street one block North of Vicente St. Then the coverage stops abruptly. The first red shaded area is the 2500 block. The block we're moving to is the 2600 block.

Meanwhile, 38th and 40th also have coverage in this area. However, instead of the coverage stopping at Ulloa, it keeps going South indefinitely, down to and past the 2600 block.

Is it possible that Sonic's records could have a mistake in them? Is there any way for a technician to check the lines in the area to make sure they aren't Gigabit fiber ready?

39th Avenue Coverage Map.png
39th Avenue Coverage Map.png (282.79 KiB) Viewed 2461 times

Re: No Gigabit at 39th Ave where it’s available on same block on 38th /40th?

Posted: Thu Apr 01, 2021 1:12 pm
by briancw
Hi dkocan,

That is a pretty solid piece of due diligence you've done here. That being said, I am going to investigate this for you and get back to you. As soon as I hear back I will let you know and we can see where things stand.

Re: No Gigabit at 39th Ave where it’s available on same block on 38th /40th?

Posted: Thu Apr 01, 2021 2:28 pm
by briancw
Hi dkocan,

After speaking with our engineers it appears that the 2600 block of 39th is inaccessible to us as the utility poles cannot take the additional weight of our equipment. This is made further frustrating as our avenues to force the owners of poles to reinforce said poles is limited. There is unfortunately no ETA or guarantee we will be able to get down that block. In cases where obstructions are present to servicing an address we will try and resolve them. At this point it is hard to say if and/or when we will be able to serve that address. I know that this probably isn't the answer you want to hear, but we are expanding our Gigabit Fiber to as many places as quickly as we can and hopefully we can get to your area in the near future.

Re: No Gigabit at 39th Ave where it’s available on same block on 38th /40th?

Posted: Thu Apr 01, 2021 4:32 pm
by dkocan
Thanks! I'm not sure I understand. There aren't any differences between the poles on the 2500 / 2600 blocks and the poles on the 2400 blocks. Are you sure the information for the 2500 and 2600 blocks is accurate? In the past Sonic has even canvassed residents on the 2500 and 2600 blocks for new service. Is there any way for a technician to check the 2500 and 2600 blocks to make sure they can't in fact handle service? Given the circumstances, I can't help but wonder if the information in the system is incorrect.

Re: No Gigabit at 39th Ave where it’s available on same block on 38th /40th?

Posted: Fri Apr 02, 2021 3:46 pm
by briancw
Hi dkocan,

I completely understand where you are coming from there. One of the steps in a deployment is to process applications and the process is pretty exhaustive. In some cases the obstacles that exist will come out in the wash. This is one of those situations. I've confirmed that is effectively the case. Things like this are the proverbial thorn in the side of the Sonic animal. We will push against obstacles such as this and will persist in attempting to get the poles reinforced.

There are times where our options to force a replacement or repair will leave the owner with a deadline that can extend out pretty far. Naturally as progress comes to fruition we will push to get the people in areas like this set up. But as of right now there is no quotable ETA for that block of that street currently. I am very sorry.