FTTN Install Customer Service Questions

[Guest]

I disagree users should not have access to the IT internal ticketing database to see the progress of their ticket

If Sonic didn't have gaps in their support system I would agree. But the personnel shortage is exacerbating the problem. This type of access will actually help Sonic support representatives and customers in the future. While I have not experienced the excessive wait times recently my take is people who have been caught by it will probably feel like pounding sand and would undo the transparency policies Sonic is well known for.