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Outage Communication?

Posted: Thu Oct 28, 2021 10:29 am
by marcospearson
There is an outage in my area that began Tuesay evening. Overall, we haven't had many issues with our connection and completely understand that outages happen, especially after the recent storm. Outages happen, which sucks, but it's unavoidable.

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.

Re: Outage Communication?

Posted: Thu Oct 28, 2021 1:11 pm
by ngufra
Have you checked https://sonicstatus.com/ ?

Re: Outage Communication?

Posted: Thu Oct 28, 2021 2:09 pm
by marcospearson
Yes, I went through the sonic website, the forums, but there is no information about the outage.

Re: Outage Communication?

Posted: Thu Oct 28, 2021 2:27 pm
by dane
Which type of Sonic service do you have? Fiber, Fusion DSL, or IPBB (via AT&T)?

Re: Outage Communication?

Posted: Thu Oct 28, 2021 3:00 pm
by ngufra
I would have suggested you call 611 to enquire but if it's an outage, that won't work.
Call 1-855-394-0100 and ask.
Your neighbors have the same issue?

Re: Outage Communication?

Posted: Thu Oct 28, 2021 4:31 pm
by marcospearson
I believe the root cause of the outage is a fallen tree that took out some power lines a couple blocks away that caused a power outage and likely has resulted in the fiber line being cut as crews work to remove it and replace the pole. I've been able to piece this together since it's been happening over a few days now. Again, my issue is not that I lost internet access for issues outside of Sonic's control. At least, I assume Sonic doesn't control the weather yet.

My issue is with the lack of timely communications regarding the situation. A couple of hours after my initial posting, I finally received a message today, either by coincidence or because someone is paying attention. Note that this arrived 40 hours after the outage began.

"Hello this is Sonic. We are experiencing a network outage in your area. We are working to resolve the issue now however we do not currently have an ETA."

Re: Outage Communication?

Posted: Wed Dec 01, 2021 3:53 pm
by spencerw
marcospearson wrote:
My issue is with the lack of timely communications regarding the situation. A couple of hours after my initial posting, I finally received a message today, either by coincidence or because someone is paying attention. Note that this arrived 40 hours after the outage began."


We apologize for the lack of communication during this outage and understand that we need to improve on this process. We are currently working on a system to help identify outages and provide information to the impacted customers in a more timely and precise manner. We appreciate you taking the time to post this feedback.

Thank you for the support