facility management

[mzro2016]

It's been more than 3 weeks since the fiber network was activated in my area and they only sent me an email that the installation was pending but they haven't given me a date or time and well that's frustrating and I still have no news. Can you help me more on the Sonic issue please?

[brandonc]

It's been more than 3 weeks since the fiber network was activated in my area and they only sent me an email that the installation was pending but they haven't given me a date or time and well that's frustrating and I still have no news. Can you help me more on the Sonic issue please?

I'm sorry for the delay. Looking into this, we're currently working to contact the building's landlord/property manager to schedule an on-site survey. This is so that we can plan out how they would like us to install the service to each unit and get the greenlight to proceed with installing the service. I will keep an eye on this and try to expedite it as quickly as I can.

Kind regards,

[mzro2016]

It's been more than 3 weeks since the fiber network was activated in my area and they only sent me an email that the installation was pending but they haven't given me a date or time and well that's frustrating and I still have no news. Can you help me more on the Sonic issue please?

I'm sorry for the delay. Looking into this, we're currently working to contact the building's landlord/property manager to schedule an on-site survey. This is so that we can plan out how they would like us to install the service to each unit and get the greenlight to proceed with installing the service. I will keep an eye on this and try to expedite it as quickly as I can.

Kind regards,

Ok, I would really appreciate it if you could speed it up a bit. It would be a great joy to have it in my home. Your service is wonderful. I have been waiting for this news for over 2 years. I look forward to enjoying your great speeds and magnificent service.

[mzro2016]

The building manager has not contacted her yet. What's going on?

[brandonc]

The building manager has not contacted her yet. What's going on?

I've received word from my team that we called the building manager today. We left her a voicemail message to give us a call back when she's able, so that we can proceed with scheduling the on-site survey.

[mzro2016]

The building manager has not contacted her yet. What's going on?

I've received word from my team that we called the building manager today. We left her a voicemail message to give us a call back when she's able, so that we can proceed with scheduling the on-site survey.

Okay, can you try calling her again? She doesn't have any voicemail from you please?

[timelord04]

RE: 'Creekside Drive', Walnut Creek, CA 94596 Location.

11-19-2024 at 7:45 AM

@brandonc,

Brandon, about a week, (or so), ago when I checked status of 'Activation' of Sonic 10Gb Symmetrical Fiber, the Website stated that my expected December timeline had been pushed back to January of 2025. TODAY; however, it seems that status has been updated, again, AND NOW shows 'Active' right now! My 'Pre-order' Status states I 'should have' received an e-Mail from Support as to available Installation Dates at my Apartment Complex. YET, I NEVER received such an e-Mail.

I plan on calling in to Support, this morning, to obtain an Installation Date. The Complex is: Four Seasons Apartments, 1357 Creekside Drive, Walnut Creek, CA 94596-5617. Their Office Tel: 1-925-947-0844, and e-Mail: fourseasons@amcllc.net Office Management Team: Manager: Jose, Assistant Manager: Adriana. NOTE: I provided all of this to Sales at the time of my Pre-order. I believe that I'm going to be in the same position as @mzro2016, in that my Complex Management WILL need to be involved, here, to provide FULL access for an onsite survey for Sonic Fiber Equipment to be installed in the Office and Resident Buildings.

There are FOUR, (4), Resident Buildings in the Complex. 1355 Creekside, (nearest the Office at 1357), 1365 Creekside, 1385 Creekside, and 1395 Creekside. EACH building is four, (4), stories tall, AND a basement level garage and electrical room.

I assume that Fiber Lines will be drawn from a 'Main Pole' to each building's 'Electrical Room', and then Fiber will be FED UPWARDS to each individual apartment. HOWEVER; again, this will depend on what the Site Survey reveals, AND what the Management Team allows Sonic to do....

Can you provide any clarification for my situation?

EDIT:

@brandonc

8:32 AM

Brandon, I spoke with a Christopher in Support. Apparently, the 'Live' Status of Creekside Drive happened some time yesterday afternoon. So, according to Christopher, (like @mzro2016), Sonic WILL have to coordinate with the Four Seasons' Apartment Management Team. (Names provided above, AND Address, and other contact info.)

Please keep me updated on the Creekside Drive, (94596), area. I look forward to making an actual Installation Appointment soon; possibly for December 5th..

Thanks in advance,


TimeLord04

[brandonc]

The building manager has not contacted her yet. What's going on?

I've received word from my team that we called the building manager today. We left her a voicemail message to give us a call back when she's able, so that we can proceed with scheduling the on-site survey.

Okay, can you try calling her again? She doesn't have any voicemail from you please?

We will continue to reach out every couple days to try and get in contact with your building manager. I will send you a private message here to confirm their contact phone number you provided. Just to be sure there wasn't a typo in your original email where you provided their information.

[brandonc]

Thanks for pre-ordering the service, and I'm glad you're excited to get installed.

I apologize that you haven't received a notification email yet. Our system does daily checks to see if the area has gone live yet, and after it sees it's active, it sends an email notification. The last check it did was yesterday before the area was activated, and it hadn't done its daily check yet for today. I went ahead and pushed that through, so you should have received communication emails now.

I inputted the property manager's information you provided into the order, and we'll have someone reach out soon to schedule the site survey with your property managers. We'll keep you in the loop when there are updates to provide and/or when we're ready to schedule the installation.

Kind regards,

[mzro2016]

I've received word from my team that we called the building manager today. We left her a voicemail message to give us a call back when she's able, so that we can proceed with scheduling the on-site survey.

Okay, can you try calling her again? She doesn't have any voicemail from you please?

We will continue to reach out every couple days to try and get in contact with your building manager. I will send you a private message here to confirm their contact phone number you provided. Just to be sure there wasn't a typo in your original email where you provided their information.

Ok thanks I'll be waiting