Why does Sonic want to punish me?

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
8 posts Page 1 of 1
by dkenglish7 » Wed Jan 25, 2023 6:06 pm
Dane, why does Sonic want to fine a long-time customer? Do you want troublemakers like me off your network?

Today I received a threatening email from Sonic Support titled "Your upgrade to Sonic Fiber is incomplete. Open to avoid penalty fees." Inside I am told my rates will be raised by $20/month in a few days, because I allegedly failed to upgrade. But the fiber upgrade from Sonic has been a comedy of errors and no help.

I upgraded from Fusion to AT&T fiber by Sonic in early 2021, when Sonic fiber was just a few months away. The AT&T crew managed to run the fiber about 200ft down the conduit under our shared driveway, with little complaint or concern. Fast forward almost 2 years, and Sonic Fiber finally arrived to my neighborhood. An install was scheduled. The 1st bucket truck did not complete the drop, but didn't notify anyone, so the installer came and couldn't install. A second bucket crew determined that my underground conduit from the street might be partially blocked. AT&T had not cared, they ran the fiber. Regardless, the Sonic crew told me I was on my own to find someone to unblock it. No suggestions, no references, nothing.

A couple of months pass and suddenly a second install appointment has been scheduled. Again, no drop, no actual install, just a lame suggestion of maybe a 200ft aerial run unsupported through my neighbor's trees. Which the installer agreed could not work, as we watched those trees whip around in the wind. Again, no suggestions, no help, "we cannot do that."

Then a call demanding to schedule my install, and then today's email. Nobody seems to have ever heard about the previous visits and the findings. I'm apparently a bad customer because I haven't installed it myself.

Maybe I should be a direct AT&T customer. They would probably ignore me.
by igorru » Wed Jan 25, 2023 8:40 pm
I cannot answer your question about Sonic, but I had a though occur to me as I was reading this: why do you need to run new fiber through conduit, can't you use the ATT fiber that is already in the conduit for Sonic fiber? If they are not compatible, can you use the ATT fiber as a pull line to get Sonic fiber pulled in its place?
by joeyyung911 » Wed Jan 25, 2023 11:40 pm
Why would AT&T let Sonic use their fiber?! And they go through boxes and COs.
Excelsior, Sonic Fiber
by igorru » Thu Jan 26, 2023 8:25 am
Why wouldn't they? The ATT service is getting disconnected and the line is not going to be in use. I'm talking about disconnecting it at the curb and splicing the Sonic drop to it. It will not be going though ATT boxes or CO equipment. If, on the other hand, the line is not compatible with Sonic fiber, it can instead be used to pull the Sonic line through Conduit.
by dkenglish7 » Thu Jan 26, 2023 8:56 am
The Sonic installers simply said they were not allowed to do that with te AT&T fiber. Though they were happy to use the portion of AT&T-installed fiber that is in my crawl space.
by jordan.m » Thu Jan 26, 2023 9:11 am
dkenglish7 wrote:
Dane, why does Sonic want to fine a long-time customer? Do you want troublemakers like me off your network?

Today I received a threatening email from Sonic Support titled "Your upgrade to Sonic Fiber is incomplete. Open to avoid penalty fees." Inside I am told my rates will be raised by $20/month in a few days, because I allegedly failed to upgrade. But the fiber upgrade from Sonic has been a comedy of errors and no help.

I upgraded from Fusion to AT&T fiber by Sonic in early 2021, when Sonic fiber was just a few months away. The AT&T crew managed to run the fiber about 200ft down the conduit under our shared driveway, with little complaint or concern. Fast forward almost 2 years, and Sonic Fiber finally arrived to my neighborhood. An install was scheduled. The 1st bucket truck did not complete the drop, but didn't notify anyone, so the installer came and couldn't install. A second bucket crew determined that my underground conduit from the street might be partially blocked. AT&T had not cared, they ran the fiber. Regardless, the Sonic crew told me I was on my own to find someone to unblock it. No suggestions, no references, nothing.

A couple of months pass and suddenly a second install appointment has been scheduled. Again, no drop, no actual install, just a lame suggestion of maybe a 200ft aerial run unsupported through my neighbor's trees. Which the installer agreed could not work, as we watched those trees whip around in the wind. Again, no suggestions, no help, "we cannot do that."

Then a call demanding to schedule my install, and then today's email. Nobody seems to have ever heard about the previous visits and the findings. I'm apparently a bad customer because I haven't installed it myself.

Maybe I should be a direct AT&T customer. They would probably ignore me.


Hello! I'm really sorry to hear we've ran into complications during the upgrade process. I'm looking to see what we can do to help and will reach back out once I have an update.
Jordan M.
Community and Escalations Specialist
Sonic
by dkenglish7 » Thu Jan 26, 2023 10:00 am
A very long support call with Edith this morning led to eventual cancellation of both the upgrade order and the penalty. It's amazing how many times Sonic admonished me not to wait to talk to her, but at least that part is done.
by jordan.m » Thu Jan 26, 2023 10:22 am
jordan.m wrote:
dkenglish7 wrote:
Dane, why does Sonic want to fine a long-time customer? Do you want troublemakers like me off your network?

Today I received a threatening email from Sonic Support titled "Your upgrade to Sonic Fiber is incomplete. Open to avoid penalty fees." Inside I am told my rates will be raised by $20/month in a few days, because I allegedly failed to upgrade. But the fiber upgrade from Sonic has been a comedy of errors and no help.

I upgraded from Fusion to AT&T fiber by Sonic in early 2021, when Sonic fiber was just a few months away. The AT&T crew managed to run the fiber about 200ft down the conduit under our shared driveway, with little complaint or concern. Fast forward almost 2 years, and Sonic Fiber finally arrived to my neighborhood. An install was scheduled. The 1st bucket truck did not complete the drop, but didn't notify anyone, so the installer came and couldn't install. A second bucket crew determined that my underground conduit from the street might be partially blocked. AT&T had not cared, they ran the fiber. Regardless, the Sonic crew told me I was on my own to find someone to unblock it. No suggestions, no references, nothing.

A couple of months pass and suddenly a second install appointment has been scheduled. Again, no drop, no actual install, just a lame suggestion of maybe a 200ft aerial run unsupported through my neighbor's trees. Which the installer agreed could not work, as we watched those trees whip around in the wind. Again, no suggestions, no help, "we cannot do that."

Then a call demanding to schedule my install, and then today's email. Nobody seems to have ever heard about the previous visits and the findings. I'm apparently a bad customer because I haven't installed it myself.

Maybe I should be a direct AT&T customer. They would probably ignore me.


Hello! I'm really sorry to hear we've ran into complications during the upgrade process. I'm looking to see what we can do to help and will reach back out once I have an update.


I was able to confirm that we unfortunately do not have the ability to clear the conduit to complete this upgrade. If you are ever able to get the conduit cleared, please let us know and we would be happy to send a technician out. Due to the complications with the Fiber upgrade and your willingness to try, we will be removing "Legacy Fee" from your account. If you have any questions or concerns, please don't hesitate to let me know.
Jordan M.
Community and Escalations Specialist
Sonic
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