No internet for 3 days. I am witnessing the flaw in Sonic’s vaunted tech service, a consequence of Sonic piggybacking on ATT. The outage is an ATT issue, I am told by Sonic tech support, but ATT will not give an estimated time of return of connectivity. And Sonic (the fly) on the elephant’s (ATT) back, has no leverage. Gloom
…update: day 4 still no internet service. The outage is a small area…who knows what priority ATT is assigning to fix the DSLAM. This seems to be the perfect storm that shows the flaw in the strategy of Dane Jasper to build Sonic service on top of ATT
…update day 5 still no internet service. Sonic tech support is helpless (and thus useless for users) to resolve issues with ATT. Today, tech support said they call ATT in India to find out about ATT outages. Somic tech said the ATT response to latest request.was “we cannot check why there is an outage or what needs to be replaced. We can only see that an outage is reported..”
Sonic also piggybacks on ATT fiber for their new fiber IPBB-F service. I asked tech support if they have any reports of outages of this service in Palo Alto; they said they don’t have the tools available to know that and so I would have to request that they “send in a ticket for me for that service first, which would take between 3 and 7 days for the order to be accepted. We would then receive an installation date. At that point we would be able to track any kind of issues through ATT.” Ridiculous!
Sonic tech said that the company is unhappy with its relationship with ATT and there are plans to dissolve it. They just don’t have resources to create their own network infrastructure now in Palo Alto. So this is BAD news for potential Sonic customers. For current users, keep your fingers crossed that there is not an ATT outage, because if there is one, you (like me) are screwed!
…update: day 4 still no internet service. The outage is a small area…who knows what priority ATT is assigning to fix the DSLAM. This seems to be the perfect storm that shows the flaw in the strategy of Dane Jasper to build Sonic service on top of ATT
…update day 5 still no internet service. Sonic tech support is helpless (and thus useless for users) to resolve issues with ATT. Today, tech support said they call ATT in India to find out about ATT outages. Somic tech said the ATT response to latest request.was “we cannot check why there is an outage or what needs to be replaced. We can only see that an outage is reported..”
Sonic also piggybacks on ATT fiber for their new fiber IPBB-F service. I asked tech support if they have any reports of outages of this service in Palo Alto; they said they don’t have the tools available to know that and so I would have to request that they “send in a ticket for me for that service first, which would take between 3 and 7 days for the order to be accepted. We would then receive an installation date. At that point we would be able to track any kind of issues through ATT.” Ridiculous!
Sonic tech said that the company is unhappy with its relationship with ATT and there are plans to dissolve it. They just don’t have resources to create their own network infrastructure now in Palo Alto. So this is BAD news for potential Sonic customers. For current users, keep your fingers crossed that there is not an ATT outage, because if there is one, you (like me) are screwed!