Very Disappointing Installation Attempt

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
7 posts Page 1 of 1
by sdnick484 » Sat Oct 05, 2024 8:56 am
I am posting here to express disappointment with how Sonic has handled my initial fiber installation. This is not related to the 20 months since signup I've waited to get to this point (which is also frustrating, but I understand is beyond Sonic's control), but rather how the installation itself was handled.

After finally getting my installation date, we made arrangements to cancel a personal appointment and take the dogs to day care to ensure the installer isn't bothered. As I return from dropping off the dogs, I see the Sonic truck pull up behind me and think great, the window was 8-12 and they arrived just before 8 which was nice. I wave to the installer and go inside to ensure the area for the drop is clear, and don't see or hear anyone. After about 20 minutes or so I go outside and see the Sonic truck is gone with no knock, note on door, call, etc. I then check my email to find a message that the appointment was canceled and that a supervisor will need to come out to evaluate installation options. There's no indicator of when the supervisor will come or why the previous planned approach wouldn't work, just a phone number.

I call the number and am told there's some issue blocking where the install was and that a supervisor will need to evaluate options. There is no ETA for when Supervisor will show beyond that it usually occurs in a week or so, and I won't know it happens until I get an email explaining whether they can do the drop or not. The call rep, who was helpful, looked into the issue further and says my challenge is the drop on one side is blocked by PG&E and going overhead on the other would cross a neighbor's yard. I ask if I could just get the neighbor's permission (as I have a good relationship with that neighbor and could have simply walked over and asked and possibly converted them to a Sonic customer too), and it sounds like that's a possibility, but I will need to wait for the supervisor at a minimum (and presumably wait again for another install window).

I understand things beyond Sonic's control can block an install, but this appointment could have been handled much better. At a minimum, I wish the installer, who I know was on-prem and saw me, could have knocked on the door and shown me the issue and discussed options (even if they couldn't have been executed today). Alternatively, a pre-site visit where Sonic comes and visually inspects before the actual appointment with site access could have revealed the challenge, and I wouldn't have needed to cancel my personal appointment or pay for doggie day care today. I am also disappointed to have no ETA for the supervisor visit, and at this point I'm not even sure whether they will knock and explain the issue or just send another email.

I do sincerely hope we find a way to make the installer works and am posting this as I know Sonic leadership visits these forums, and hope they take this feedback for future customer installs.
by brandonc » Mon Oct 07, 2024 9:29 am
Hi Nick,

I'm sorry about the way things panned out during the Fiber Drop appointment. I understand your frustration. One of our Field Service Leads should be coming out today to assess the situation and see what other possibilities are available to get service to your home.

I do not know why our tech didn't attempt to come to the door to explain the issues we found and I apologize for that. I'll forward that feedback over to our Field Service Managers so we can coach this tech on how to handle situations like this in the future. I do see one of our dispatchers tried calling to explain the situation, but for some reason, your phone went straight to a busy tone, so we weren't able to leave a voicemail, which is why we sent an email instead.

I'll keep an eye on this today and keep you updated.

Kind regards,
Brandon C.
Community and Escalations
Sonic
by sdnick484 » Mon Oct 07, 2024 10:03 am
brandonc wrote: Mon Oct 07, 2024 9:29 am Hi Nick,

I'm sorry about the way things panned out during the Fiber Drop appointment. I understand your frustration. One of our Field Service Leads should be coming out today to assess the situation and see what other possibilities are available to get service to your home.

I do not know why our tech didn't attempt to come to the door to explain the issues we found and I apologize for that. I'll forward that feedback over to our Field Service Managers so we can coach this tech on how to handle situations like this in the future. I do see one of our dispatchers tried calling to explain the situation, but for some reason, your phone went straight to a busy tone, so we weren't able to leave a voicemail, which is why we sent an email instead.

I'll keep an eye on this today and keep you updated.

Kind regards,
Thanks Brandon. I am working from home today so I hope whoever comes out, comes to the door. I looked at the side yesterday, and I am actually pretty confused why a neighbor's yard might be involved as it seems like it should squarely fall in mine. Are you able to provide what phone numbers Sonic calls from? I will see if I somehow added them to a call block list. I dont see any missed calls or voice messages from Sonic.

Thanks,
Nick
by brandonc » Mon Oct 07, 2024 10:26 am
Hi Nick,

The direct line for our Dispatch team is 707-237-6222. However, I'm pretty certain that when they make outbound calls to customers, the number shown on the caller ID is our general phone number (707)-522-1000. I'll also send you a private message here on the forums just to confirm we have the correct phone number listed on your account. Just in case there was an accidental typo.

Kind regards,
Brandon C.
Community and Escalations
Sonic
by sdnick484 » Mon Oct 07, 2024 10:41 am
brandonc wrote: Mon Oct 07, 2024 10:26 am Hi Nick,

The direct line for our Dispatch team is 707-237-6222. However, I'm pretty certain that when they make outbound calls to customers, the number shown on the caller ID is our general phone number (707)-522-1000. I'll also send you a private message here on the forums just to confirm we have the correct phone number listed on your account. Just in case there was an accidental typo.

Kind regards,
Thanks Brandon. I confirmed via DM that number is correct and provided a secondary number there. I also double checked via my work line that calls are going through to the number on file and ensured I have no blocked numbers from area code 707.

I do see a Sonic truck across the street at the moment, but they seem to be working on something else.

I appreciate the support, and I am glad to hear Sonic will be out today.
by brandonc » Mon Oct 07, 2024 12:00 pm
Hi Nick,

I've been keeping tabs on this and see that our lead completed the serviceability check. Unfortunately, they found that your address is not serviceable as we do not have any nearby infrastructure to mid-span off of. Their notes say that there are survey markings on the pole indicating "No AT&T, No SONIC, No WAVE" and we're unable to slack span to this pole because there isn't enough space to maintain the required 15-inch clearance from the power lines. Essetinally the nearby pole is currently overloaded and all alternate routes to your home are too far away to reach.

I'm very sorry about this and that we weren't able to provide you with our service. It's definitely not the news I was hoping to give you today.
Brandon C.
Community and Escalations
Sonic
by sdnick484 » Mon Oct 07, 2024 12:14 pm
brandonc wrote: Mon Oct 07, 2024 12:00 pm Hi Nick,

I've been keeping tabs on this and see that our lead completed the serviceability check. Unfortunately, they found that your address is not serviceable as we do not have any nearby infrastructure to mid-span off of. Their notes say that there are survey markings on the pole indicating "No AT&T, No SONIC, No WAVE" and we're unable to slack span to this pole because there isn't enough space to maintain the required 15-inch clearance from the power lines. Essetinally the nearby pole is currently overloaded and all alternate routes to your home are too far away to reach.

I'm very sorry about this and that we weren't able to provide you with our service. It's definitely not the news I was hoping to give you today.
Wow, that is very disappointing, especially after waiting for over a year and a half to get to this point. For the record, I did not receive any phone calls nor did anyone come to my door.
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