No internet for 5 days (and counting) in Palo Alto/Barron Park

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
5 posts Page 1 of 1
by artannie » Mon Jan 02, 2023 2:06 pm
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!
by baphomette » Mon Jan 02, 2023 6:40 pm
Good luck on getting yours back up. I'm on day 6 of no internet with still no repair date from AT&T. According to a very apologetic Sonic tech, they'd originally tried blaming this outage on a blizzard but seeing as Sonic is based in SF...
I've loved the nearly 20 years I've been with Sonic but as there is nothing they can do to fix this problem and there is still no estimated date of repair, I've no other option but to switch to another company. This outage has cost me a lot of money and I'm not willing to keep bleeding out due to AT&T's ineptitude.
by gatsbylee » Tue Jan 03, 2023 3:22 pm
This post sounds to me that I should consider Xfinity over ATT if I plan to set up a backup WAN for me
by nhbriggs » Thu Jan 05, 2023 6:08 pm
The scuttlebutt on NextDoor was that it was 38 customers affected, and initially they thought someone had run in to the distribution box at Matadero & El Camino, but then reported that it was a dead DSLAM at the CO. Those that can are using tethering on their phones or begging on to any nearby neighbor's network served by Comcast. I get the impression that AT&T doesn't care about their copper infrastructure. Reports are that the AT&T fiber infrastructure been pretty reliable. I also saw contractors for Comcast going down Los Robles the other day cutting down coax and adding fiber -- don't know what that's all about, yet.
by jordan.m » Fri Jan 06, 2023 1:37 pm
artannie wrote: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!
Hello artannie. I appreciate you taking the time to speak with me over the phone today. I'm happy to hear that the outage has since been cleared and your service is back in order. Please don't hesitate to reach out if there is anything further we can do to assist.
baphomette wrote:Good luck on getting yours back up. I'm on day 6 of no internet with still no repair date from AT&T. According to a very apologetic Sonic tech, they'd originally tried blaming this outage on a blizzard but seeing as Sonic is based in SF...
I've loved the nearly 20 years I've been with Sonic but as there is nothing they can do to fix this problem and there is still no estimated date of repair, I've no other option but to switch to another company. This outage has cost me a lot of money and I'm not willing to keep bleeding out due to AT&T's ineptitude.
Hello baphomette. Unfortunately, you are currently affected by a separate outage. I reached out to AT&T today and we are still waiting to receive an estimated time of repair. I will create a request to follow up tomorrow and attempt to gather more information for you. I apologize for any inconveniences this may have caused.
Jordan M.
Community and Escalations Specialist
Sonic
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