I just had a similar very bad experience with customer support.
I have a server in the basement of the house of a friend of mine. It has always had a static IP address so I can log into it using ssh from my home. We both have Sonic. You are moving him to fiber, so my machine will no longer have an externally-visible static IP address. This is a problem for me.
About 3 days ago, I called your customer support a few days ago and I was told that he could configure his router using "IP passthrough" and that would continue to me to use static IP.
My friend expressed skepticism about this and so I called back the next day and the second customer support rep said that would not work and I would have to use dynamic DNS, which turned out to be correct. I complained that the first person had given me the wrong answer. He said he would look into that and into any other options I might have and call me back. He never did.
I called a third time and asked about having dynamic DNS set up. I was told that Sonic does not provide this service (you in fact do provide this service: https://public-api.sonic.net/dyndns
). He suggested that my friend could call me on the phone every time my IP address changes. I started yelling at him, saying that this is not a competent thing to say to a customer, as it is not. He asked me why I was being "aggressive". I pointed out that I am not being aggressive, his response is not competent and I hung up.
I recommend you listen to all of those calls; why are you recording them otherwise?
(1) I agree with the other poster on this thread: your customer service has gone way downhill from the past.
(2) You need a way for us to report these problems that we KNOW has NO chance of going to the original person about whom we are complaining. They could spy on our email or do who knows what to us.
(3) It is not our job to deal with internal incompetence at Sonic. We are PAYING YOU. You fix it.