Fusion Voice outage - Oakland

Fusion Voice service, features and help.
3 posts Page 1 of 1
by dkenglish7 » Thu Sep 17, 2020 7:02 pm
The voice portion of my Fusion X1 service was out from 9/12 until mid-day 9/17. Symptoms included no call progress signaling (no ring or busy tones on the line) and only one-way voice if the call was picked up. I'm told everyone on the same line card in the CO was affected. I'm glad the line is working again, but:

It took several long calls with support and a disruptive visit from an AT&T tech to convince support that the problem was with Sonic, and not my inside wiring. Every time the ticket progressed through the system, it again regressed to being a presumed problem with "IW" (Inside WIring) even though I ruled that out with an MPOE test after the first call. And I was told that Sonic has no means of providing regular updates, other than for me to call back.

We are frequently told here that a voice line is a vital, integral, and inseparable part of Sonic service. Mine was out for 5+ days. How much of a service credit can I and the other affected customers expect on the next invoice?
by spencerw » Fri Sep 18, 2020 3:06 pm
We have a procedure for keeping customers informed with updates during an outage and unfortunately in this case, those procedures were not implemented. We are looking into why this happened so we can correct it and avoid similar breakdowns of communication in the future. This outage is still ongoing and we will provide you with an update on it as soon as we can. We are a best effort service so typically we don’t credit for downtime however 5 days is a long time with non-working service and without updates, so please DM me so we can discuss it.
Spencer W.
Community and Escalations Specialist
by dkenglish7 » Sat Sep 19, 2020 10:09 am
Yes, it did go right back out shortly after the 9/17 "Emergency Maintenance". And when I called in on 9/18 to report the recurrent failure, the representative could not provide any additional information. There was another "Emergency Maintenance" at 3:30pm on 9/18, which killed my work-from-home session, but again No Updates!

Is this resolved, or not?
It should not be this hard for a tech company to update its affected customers.
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