No service

[eyao]

Hello,
I just recently got sonic with Internet and phone about 2 or 3 weeks ago. Today my Internet sudden stopped working. I looked at the pace modem and everything was green but the service was red. I tried the method of turning it off for 2 mind and turning it back on but nothing worked. I seem to be able to connect to the modem with wifi, but ended up still with no Internet service. Is there something I can do to fix it myself or do I have to call for a repair guy to come fix it

Thank you

[Guest]

Are you subscribed to Fusion FTTN (resold U-verse) or regular Fusion (ADSL2+/VDSL2)? For example, does your modem say it's from AT&T or from Sonic?

Fusion FTTN is resold AT&T U-verse, which means your phone is dependent on your internet. Your phone will be attached to an Sonic-branded ATA (Analog Telephone Adapter). With ADSL2+/VDSL2, your phone is POTS, which means you can troubleshoot by testing if your phone works.

In any event, you can test by attaching your modem to your NID/MPOE and take your internal wiring out of the equation and attempt to further isolate the issue. If things still don't work while you're connected to the NID, then the problem is with telco infrastructure. Request a callback https://www.sonic.com/support_cba_request and create a trouble ticket. If things work while you're connected throught the NID then your internal wiring is causing the issue.

[eyao]

Thanks for the reply, it would seem that my modem is from sonic. But as the test you have mentioned, I haven't the foggiest idea how to do those them. I do hear a weird tapping get like noise when I put my ear near the modem.

[Guest]

You're subscribed to Sonic Fusion ADSL2+/VDSL2. Does your phone work? In a modern home in the US, most look like this: http://www.dslretorts.com/Paladin/archives/000409.html

In order to test, open up the box using a regular screwdriver and use https://www.lmi.net/pages/mpoetest as a guide to test. Connect a regular phone (Sonic should have sent you a regular phone as part of the package you received) to the test jack to see if you have phone service. If you get a dial tone, connect your modem using the green cable to see if you get a green service light. If you don't get a dial tone or if the service light stays red or is off request for a callback. The mpoetest URL contains a link to a video clip on how to test and unfortunately that video is no longer on Youtube, but you can easily search for other vids: https://www.youtube.com/watch?v=SFeEj9aueLg or https://www.youtube.com/watch?v=sHu1Fc_ej9E

[mike.perlas]

Sorry to hear about the loss in connectivity! Are you still having this issue? If so, I would recommend giving us a call. You could also PM me your address and I'd be glad to look into this.

If you decide to give us a call, our staff is available at 1-855-394-0100.

[Guest]

I would advise against calling their support number directly and use the URL https://www.sonic.com/support_cba_request instead because you will be put on hold for a long time due to support staff shortage.

[miken]

I would advise against calling their support number directly and use the URL https://www.sonic.com/support_cba_request instead because you will be put on hold for a long time due to support staff shortage.

While I do always recommend our callback feature (because I think it's awesome!) our hold times have really been on the mend. As of right now, today we've gotten to 80% of our calls within two minutes, in spite of a large network outage a little earlier today. We still have room to improve, but we can see that light at the end of the tunnel! When you visit https://www.sonic.com/support_cba_request, you will see both the number of callers on hold as well as the estimated hold times so you can use that information to make the choice you'd prefer.

[Guest]

While I do always recommend our callback feature (because I think it's awesome!) our hold times have really been on the mend. As of right now, today we've gotten to 80% of our calls within two minutes, in spite of a large network outage a little earlier today.

That's great to hear. I don't know how difficult it is but it would be great if the metric you described (x% callers answered within 5 minutes today and call volume for the day) were also made available somehow. Perhaps not always available but as some sort of status report shared weekly/monthly. That could give some folks an idea when peak times occur and maybe plan accordingly if possible.

[bulustoom05]

Hello,. I also have the problem of no service from three days ago. My modem is from Sonic and when I called my house phone ( same number as modem phone number) it went to voicemail not even a ringtone. Was wondering if it is do to the recent maintenance .

[m.harmon]

@bulustoom05 Your service is down but I am not sure why. I recommend getting in contact with our Support to do some real-time troubleshooting. The first step you would want to do is turn the ONT off for about 30 seconds and then turn it back on. Its the white fiber box our field tech installed in your home.

You can set up a call or text conversation below.

Call
https://www.sonic.com/support_cba_request

Text
https://www.sonic.com/support_sms_request