Sonic needs to update its relationship with AT&T

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by chappell » Wed Dec 07, 2022 4:01 pm
My interconnect connection has been in and out for about two weeks. After last Thursday, it’s been out for good.

I called Sonic support and they called AT&T. AT&T sent someone out and he told me he couldn’t fix the problem. I was told that someone would be out on Monday.

Monday rolls around and no AT&T. No phone calls. Nothing.

I call Sonic support once again and they tell me someone from AT&T will be out on Wednesday.

So I take the day off form work. Guess what? No AT&T. No phone call. Nothing.

So I call Sonic Support again and now they tell me that AT&T will have to dig to fix the problem. No explanation on why AT&T stood me up twice. I’m told the repairs could take up to a month to happen.

This has not been a good costumer experience. Sonic support keeps telling me they can’t do anything about the situation or give me updates on when the repair is going to happen. I just know that I’ll be required to show up AGAIN in person when they finally send someone out. Another day off from work and maybe AT&T will actually show up or maybe not.
by spencerw » Thu Dec 08, 2022 12:02 pm
We are sorry to hear about this experience and apologize for the AT&T missed commits. Working with AT&T to resolve these issues is far from ideal and we understand the frustration which is why we are working so hard to expand our own network, so we can cut ties with them completely. With that being said, if an AT&T dig is necessary to complete a repair, we have almost no insight into that process since AT&T contracts with a 3rd party. We are given an estimated repair date however we are unable to expedite or reschedule this date. Once the dig has been completed, if service is not restored, it would require an additional AT&T dispatch to resolve.
Spencer W.
Community and Escalations Specialist
Sonic
by chappell » Sat Dec 10, 2022 4:45 pm
The saga continues:

Following the Wednesday of the AT&T no show, I get a call from Sonic stating that on Thursday morning someone from AT&T dropped by my place. As I wasn’t there, they said they would have to reschedule.

No one bothered telling me AT&T was going to show up on Thursday morning.

So I call Sonic again. THIS time they tell me AT&T will not have to dig and that they’re sending someone out on Friday.

So I take another day off from work and the AT&T guy actually does show up this time. He tells me that he can’t fix my problem and that the problem is with the cabling outside my place. This is EXACTLY what the first AT&T guy told me. So AT&T spent money to send this guy out to do the same job their first tech guy did.

That morning, a crew starts digging outside my place. This is the dig that Sonic said AT&T would not need to do. They dig, cover everything in plastic and leave. The AT&T guy says that the dig is probably for me, but he’s not sure. He says someone will be by tomorrow to run the cables.

He then tells me that someone will be buy today or tomorrow to run the cable and my service will be up. He also tells me he’s left a note with AT&T that I DO NOT need to be present during repairs as the problem is outside my residence.

Well…today is the day the cable guy was to show up and no one is here.

I’m begging to think my connection problem won’t ever get solved.
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