Continued Issues with Voice

Fusion Voice service, features and help.
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by chantelegram » Wed Feb 08, 2023 6:12 pm
I am a new customer and its been bumpy on the Voice side.

I recently had Sonic Fiber installed, and was waiting for my number to be ported over from Comcast/xFinity (That was a whole other frustrating process where Sonic dropped the ball unfortunately).

Once my number was ported over, the call quality immediately dropped. The call clarity is terrible + calls keep dropping.

1. I have rebooted the Analog Telephone Adapter (ATA) twice, with minimal improvements.

2. Changed the phone cord from ATA to Phone, no improvement - calls drop during meetings and presentations via WebEx, calls with family, friends, etc. Super annoying.

3. Moved the eero away from it a little, that didn't help.

4. Opened a ticket (via phone) two days ago, no follow-up from support. Was told I should be the one calling in for a status.

5. Just sent an email to the support team, waiting for a call back.

Any suggestions out there? I didnt have this problem with my phone equipment using Comcast Cable services. What has changed is the service provider (HW, SW and Services).

Appreciate any suggestions.

by loherj » Fri Feb 10, 2023 1:31 pm
Thank you for reaching out.

Sorry to hear about the issues that you have encountered since Sonic service started. I looked over your account and also reviewed the configuration of your set up.

It appears you spoke with our support team yesterday on 2/09/2023 and we determined this is likely a physical issue. Possibly related to your phone system.

If once you have tested with a new phone system please update us via our support team by calling (707)-547-3400 between 8am and 10pm 7 days a week. Voice issues can stem from a few different issues, but are usually indicative of a line fault or similar sometimes physical issue.
Jacob - Community & Escalations Specialist
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