I have been using Sonic fiber at my own place for a couple of years now, and I am pretty happy with it.
Recently, I recommended one of my friend to use Sonic, and that's when the nightmare started.
They are having a great difficulty to get the Fiber installed from ATT after sign up, they missed the appointment twice in a row, and someone from sonic technical support told me that it's a mercy from ATT if they install the service for me.
Question for Sonic, if this is the type of customer service you can provide, how serious about running your business with resold ATT products?
I'm very sorry for the challenges. It's an issue we have been struggling with. And interestingly, AT&T claims their own retail customers are getting exactly the same no-show rate - today it's at about 10% no show, and about 10% late arrival. Our ongoing frustration with this is what led us to put in that big disclaimer about their performance, in hopes of at least setting expectations.
As for how serious we are - clearly this isn't a viable and scalable solution for us given the delivery issues. But where we have not yet built our own fiber, it is a great product when delivered. As we continue to scale our network, it is necessary to have products to fill gaps, and this is just what this product does.
Our team had a summit meeting with AT&T recently, and we have weekly calls to escalate issues and attempt to resolve them. But the primary issue here in Northern CA seems to be that they simply don't have enough installers, and they've struggled to remedy that in any meaningful way over the last 6-12 months.