Having no luck contacting support for my voice line :-(

Fusion Voice service, features and help.
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by nitnarup » Mon Dec 13, 2021 12:50 pm
Sonic support used to be super responsive -- but today, it seems like I'm not having any luck contacting support about my phone line not working :-(

I called the # listed on the web site for voice support. I got someone who asked what service I was calling about and then put me on hold.

Held for a long time, and the hold message kept saying that if possible I should send a text describing the problem to 707-800-4624.

So, I sent a text, and got a message apologizing that Sonic Support is no longer available at that number, and I should try 844-721-0300 instead.

I did that, and it rings once and then immediate gives me a busy signal. WTF!!!! :-(

Is this par for the course nowadays? I'm really sad to see it go downhill like this.
by nitnarup » Mon Dec 13, 2021 1:39 pm
(An update... to be fair to Sonic.)

When I ended the first long hold, there was an option to leave a number for a callback. I did that too, and they did eventually call me back. Hopefully the actual problem will get fixed too, although that depends on AT&T.
by spencerw » Tue Dec 14, 2021 11:24 am
We sorry to hear about this and apologize for the issues you had trying to get support. We rarely have long hold times however when we do, other options for support like SMS and requesting a callback are definitely helpful. I am currently working on getting the SMS number given on the hold message updated to 844-721-0300. This number is current for SMS support however it will not work if you attempt to call it. I am happy to hear that your issue was ultimately addressed using the callback request feature. Thank you for providing us with this feedback!
Spencer W.
Community and Escalations Specialist
Sonic
by nitnarup » Tue Dec 14, 2021 12:02 pm
It would probably be a good idea to make the autoresponder on the old number clearer too. It said:

"We're sorry, Sonic Support is no longer available at this number, please use +1 844 721 0300 instead."

when I sent it an SMS. I don't think people are used to the idea of sending SMSes to (what looks like) a toll-free number and would assume that you're supposed to call it like I did.
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