When my power goes out, PG&E sends me text messages with status updates, ETAs when available, and other information that lets me know that they are aware of the problem and are working to resolve it. PG&E, one of the least customer friendly companies in the world.
However, it's now been more than 36 hours since my internet connection went down and there has been absolutely no communication from Sonic about the issue. Nothing on the status blog, no emails, no texts, nothing. Neighbours have reached out to Sonic Support separately and received conflicting information, including my experience of being told to restart my modem when I called 18 hours after the outage began seeking information.
I'be been recommending Sonic to all my neighbours for as long as I can remember due to the quality of the product and customer service experience, and am quite disapointed and embarassed by this experience.