New Fusion Broadband has never worked, Sonic says "att hold times too long"

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
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by mc625569 » Sun May 17, 2020 1:33 pm

I have ATT come on site to install my sonic fiber internet on 5.8 Since then the connection has been down regularly and isn't usable.

My ATT supplied router is showing IP FAIL , and the broadband light on the router blinks red and green every couple of minutes. I've called sonic support 4 times, the first time they had me reset my equipment and then said it was an ATT issue. The following 3 times I've called they've said "we will call ATT, but their hold times are very long". I think no one at sonic has reached ATT about my issue. I then asked Sonic if I could call ATT if they can't wait on hold and they said it would be impossible for ATT to recognize my account...

Help, I'm not sure what to do . I am hard wired into my ATT supplied router, and the router diagnostics show (IP = FAIL when I run the router diagnostics

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Sonic support isn't helping me, they tell me the same thing each time I call "we will call ATT" but its been over a week and no updates or acknowledgement of my issue.

Any techniques to getting support to kick ATT in the pants - or should I just cancel my line and stick with the terrible comcast I had prior?

by anthony.n » Mon May 18, 2020 12:50 pm

I sincerely apologize for the delays, we hope to get your service up asap! AT&T reps took a while to test your service remotely but were eventually able to confirm they see issues on the line. We scheduled an AT&T dispatch for tomorrow between 10am and 2pm and sent you confirmation over text. Don't hesitate to reach out to us if you are in need of any further assistance!
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