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suddenly, no internet service overnight

Posted: Sat Jun 10, 2023 12:59 pm
by winmei
Been Sonic user for years. Sonic internet suddenly stopped working last night. Tried calling last night how, hold was very long. Called this morning, was on the phone with the support for over 25 minutes to try and get a ticket through to speak to a supervisor. Apparently, no supervisor will talk to users on weekends? Very strange. Did troubleshooting, the tech support did not know what is happening or why internet is not working. Could be our box. Not sure. Only has one slot on Sunday for someone to come out. We have doctor's appointment and can't really change. The next service is not till monday. We work from home, even on weekends. No internet for close to 3 days and price went up with no notice is very bad for customers who depend on them for work and life. Support and service is less available then before. Probably less people working. But that's still very bad for customers. Especially now that we work from home so often. No internet is not something we can do. Wondering if the company is just not having enough staff. That's a major concern for users.

Re: suddenly, no internet service overnight

Posted: Mon Jun 12, 2023 9:43 am
by sonic.boom
Sorry to hear about the service issues you had over the weekend. It appears that we were able to get a technician out within 24 hours of contacting us to resolve the issue. Unfortunately, if you call in the afternoon, we can't always guarantee a same-day dispatch as our last available time slot is 12-4 PM and we have a limited number of technicians available to take care of existing appointments. I can see based on the circuit information that your service was down starting last Thursday so I'm going to apply a credit now to your account for those 3 days. As always, if you have any questions, issues, or concerns please feel free to reach out to our Technical Support team by calling (855) 394-0100 (Toll Free) Mon-Sun 8am-10pm or contacting our SMS support by sending a text to (833) 836-0300.