We need a path to migrate from Fusion (AT&T) To ATT Directly if you won't support upgrades

[davidmirv]

I've been a loyal Sonic customer of your Fusion resold ATT fiber internet for quite a few years now, unforunately this is no longer a service that you seem to offer or support. I can't upgrade my service to the new line speeds offered to new AT&T customers. For the longest time when I called AT&T they kept telling me that I had to cancel sonic and use comcast for 30 days. Now they are simply telling me that ATT is unavailable at my address. I signed up for this service because Dane had mentioned that the more fusion fiber customers in an area (Coffey Park) the more likely you all were to provide your direct FTTH services. Still, after 5 years it seems like we're just left out to dry, and even worse, the service I purchased from you is not modifiable.

Having extreme regrets for ever signing up for this service

[brandonc]

I've been a loyal Sonic customer of your Fusion resold ATT fiber internet for quite a few years now, unforunately this is no longer a service that you seem to offer or support. I can't upgrade my service to the new line speeds offered to new AT&T customers. For the longest time when I called AT&T they kept telling me that I had to cancel sonic and use comcast for 30 days. Now they are simply telling me that ATT is unavailable at my address. I signed up for this service because Dane had mentioned that the more fusion fiber customers in an area (Coffey Park) the more likely you all were to provide your direct FTTH services. Still, after 5 years it seems like we're just left out to dry, and even worse, the service I purchased from you is not modifiable.

Having extreme regrets for ever signing up for this service

Hi David,

First off, I'd like to sincerely thank you for supporting us and being a loyal customer.

I completely understand your frustration that we're unable to process upgrades for our resold AT&T services. When our contract with them came up for renewal a few years ago, we ultimately had to decide to end our contract due to AT&T raising the costs above what would be viable. We decided that instead of increasing the cost of the service to our customers to make it viable, we would just cut ties with AT&T, continue providing the service to existing customers under the old contract, and fully focus on expanding our own Fiber infrastructure as quickly as possible.

That all being said, if you cancel your service with us to switch to AT&T directly, we can provide you with the AT&T disconnect order number. You can provide this number to AT&T, and they should be able to immediately push through the disconnect order on their end to allow you to order service. Unfortunately, this is not something we can do on our end or ask AT&T to do, but I have seen them do it for new customers trying to sign up for service on multiple occasions.

We are still actively expanding throughout Santa Rosa, so I hope that we can bring our Fiber service to Coffey Park in the near future and you'll consider switching back to us when we do.

Kind regards,