Outage 3+ days with no ETA

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3 posts Page 1 of 1
by headroom » Mon Sep 16, 2019 12:57 pm
Our internet service went out early Friday afternoon. I placed two calls to Sonic support on Friday, two more today (Monday). We've been down for 72 hours now. Sonic reports that the ticket is with AT&T but it has not been dispatched (after 3 days!?!?) and there is no ETA.

We've been loyal Sonic customers for 20 years and have always stood by the service but this is outrageous. My wife and I work from home; we've not only lost internet, we've lost (and continue to lose) income. I've got kids that are unable to do their homework.

Dane, if you're reading this, can you rattle AT&T's cage? How can any company respond to a 3 day outage with "I don't know" and "no ETA"?
by david.c » Thu Sep 19, 2019 3:51 pm
Good to hear services have been restored as you mentioned over the phone. Sorry again for the long delay in restoring services. As always please let us know if there is anything else we can do to help.
Sonic
Community and Escalations Specialist
David C
by cmeisel » Sun Sep 22, 2019 5:15 pm
In this day and age nobody should lose all access. Any cellphone in the house can immediately turn into a hotspot that will work perfectly for days (especially if only used for e-mail, web, documents and less streaming). I frequently work remotely using mobile hotspot and it works well. And no, it won’t cost much since you don’t use much data unless you stream a lot. Always good to have as a backup.
I do agree 3 days is bad but I am sure AT&T enjoys to make sonic look bad very much. If you can get sonic service without att absolutely do so.

headroom wrote:Our internet service went out early Friday afternoon. I placed two calls to Sonic support on Friday, two more today (Monday). We've been down for 72 hours now. Sonic reports that the ticket is with AT&T but it has not been dispatched (after 3 days!?!?) and there is no ETA.

We've been loyal Sonic customers for 20 years and have always stood by the service but this is outrageous. My wife and I work from home; we've not only lost internet, we've lost (and continue to lose) income. I've got kids that are unable to do their homework.

Dane, if you're reading this, can you rattle AT&T's cage? How can any company respond to a 3 day outage with "I don't know" and "no ETA"?
3 posts Page 1 of 1

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