Hi,
I have done all I can possibly do to remain a loyal Sonic customer. After months of Sonic’s DSL service failing at my residence, to the point where I could no longer work from home, I have been forced to cancel my Sonics DSL service and move to another internet serviced provider.
I am disappointed in Sonic’s response to my communications in this forum. Sonic’s first reaction as to why the 27 plus homes in North Berkeley are not serviced by Sonic fiber was to cite trenching as an issue. As revealed later in the forum, trenching is not the issue.
As you looked into the issue, Sonic revealed that it could service an additional three homes on Yosemite Road with its existing fiber infrastructure – homes that are not part of the 27 plus homes without Sonic fiber that I described. Sonic asked me to reach out these three homes and inform them. I went out of my way to contact those residents and on behalf of Sonic.
Later, Sonic revealed that the problem with installing fiber to the 27 plus homes that do not have access to Sonic fiber was that there was no room on the pole for hanging the fiber. When inquired as to whether the pole needed to be replaced, Sonic’s response was to cite difficulties with replacing poles in other communities, such as Concord, but not in Berkeley where I live. In the end, it did not seem like the pole needed to be replaced, but I never received a straightforward response from Sonic in this regard.
I rallied my neighbors, including two other Sonic DSL customers, on Sonic’s behalf. We offered to contact PGE, AT&T, local government, anyone, to help Sonic overcome whatever difficulties it had with installing fiber to reach the 27 plus homes without fiber access. Sonic’s response was to say that they would look into the problem and, then, crickets – no response from Sonic.
I wish Sonic well as business. I believe in Sonic’s mission. However, if Sonic’s business model is not able to provide service to fiber-less islands, such as the 27 plus homes on the block of my street, Sonic should just admit this to its customers instead of instilling false hope.
Good luck and goodbye!