AT&T 2 missed appointments

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
11 posts Page 1 of 2
by tom.jenny » Sat Aug 10, 2019 6:05 pm
Sonic team,

Some feedback hoping you can figure out what is going on both internally (Sonic) and externally (AT&T) with all the missed appointments, 8 days (and counting) without internet and bad communication that is experienced by your customers.

- Spoke with several Sonic tech, very different experiences as to how they schedule service appointments, if they can or cannot follow up with AT&T directly or have to submit a ticket for an internal team to do the job.

- Internal scheduling team thing is not helping - if a customer is calling 30 min after its appointment window to ask where the tech is - submitting a ticket and waiting two hours is not going help.

- AT&T techs claims they don't have the customer phone number, line information, or problem statement - they are also frustrated.

While I heard a lot of complaints about how AT&T is unreliable from Sonic's side, maybe its also worth looking internally and doing a little root causing. The issue is most likely not single sided.

Good luck!
by obake1 » Sat Aug 10, 2019 6:07 pm
4th missed appointment here. Same experiences as the people who have vocalized on the forum. Not sure when I'll have fiber up and running. Fortunately I have existing service and it's solid, but realistically I just want something 200 times faster if I'm going to pay about the same price.
by wokuku » Sun Aug 11, 2019 12:15 am
My second no show appointment too. And this is what Sonic CS sent me when I asked to get this escalated..like seriously?

AT&T has declared a state of emergency in California because of the overwhelming workload and are flying techs in from out of state to help. Because of this they have stopped all escalations in California. I received this information from them during my call to them for your initial request. We do however always request that the tech give a heads up call when they are inbound to your location.


@sonic please work with AT&T to figure this out. I don’t mind long wait for installation but I do mind that I have to take days off work for no show.
by obake1 » Mon Aug 12, 2019 11:24 am
So I have been told the reason they missed one of the attempts is because they can't access my neighbor's yard because the telephone box or whatever was installed there. That's nice, but I didn't know when that was because no one communicated anything to me. No one called me to tell me to ask my neighbor for access to their premise. No one called me to tell me they were even here. Instead they just throw that claim out there as an excuse and leave in radio silence. So what's the deal here. To first install the infrastructure on the pole in the first place, they needed to have access to my neighbor's to begin with. Why wouldn't they just contact them again directly when/if they were even here instead of just leaving or at the very least contact me?
by larns576 » Mon Aug 12, 2019 12:29 pm
According to others' missed appointments, ATT has said they didnt have customer contact info.
by obake1 » Mon Aug 12, 2019 1:03 pm
That's not a good excuse, they can contact sonic, who can then contact the customer. Whether or not ATT has the customer shouldn't matter as I'm sure it's provided at the time of when the order is placed and can be easily obtained by simply communicating to their business partner (sonic).
by jesssse » Mon Aug 12, 2019 3:05 pm
It's nice to hear this is happening to others (I guess.. misery loves company?)

I'm going on almost a month and a half of no service, and I've been bounced around with AT&T unable to make installs or possibly doing a no show. Your partnership with AT&T should seriously be reconsidered, because this is extremely frustrating.
by tom.jenny » Mon Aug 12, 2019 6:44 pm
I honestly think there is some blame on both side - not just AT&T.

Still no service here and according to the tech that came out Saturday its just a provisioning issue on AT&T's side... We can't speak directly to AT&T - but Sonic claims AT&T has no record of the tech coming. So another tech is scheduled to come out this week.

This is mind boggling and all I'm hearing is Sonic blaming AT&T.

Pointing the finger is not going to resolve the issue.
by tom.jenny » Mon Aug 12, 2019 6:46 pm
obake1 wrote:
That's not a good excuse, they can contact sonic, who can then contact the customer. Whether or not ATT has the customer shouldn't matter as I'm sure it's provided at the time of when the order is placed and can be easily obtained by simply communicating to their business partner (sonic).


A system is broken somewhere and customers are impacted.Sonic should actively try to figure out why that is happening.
by larns576 » Mon Aug 12, 2019 9:37 pm
The problem is Sonic cant really make ATT do anything. They can complain to ATT about no shows all they want, but ATT will just shrug it off and make any excuse they want (ie no customer #). As a reseller of ATT's service, the only thing Sonic can do is not sell their sevices, but I'm sure Sonic still wants to continue to do business with them.

The only real solution here is for Sonic to build their own fiber so they can have full control over it and not be at the mercy of a monopoly.

The other alternative is to sign up with ATT directly. I'm sure ATT treats their own customers better (at least they were good to me when I had ATT fiber).
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