That’s not always that clear. If customers do not have our equipment, they should test at the MPOE so we can see if it is a line issue. But if the only equipment they have to test with is the customer-owned modem and it incorrectly indicates failure, it can result in an unnecessary truck roll which results in a fee.joeyyung911 wrote:Honestly, that's a little deceiving. You get charged if the issue is on the customer side of the network. If it's on Sonic's side, you don't get charged.dane wrote:... technician visit is ever required, there is a charge for that.
With Sonic supplied equipment, we’ll instead ship a new device, or dispatch if that’s determined to be appropriate, but the costs of both of those things are covered by the rental program.
Virtually all of our members use Sonic supported equipment, and just bear in mind that going DIY will result in the need to support your own network and is at your own risk. If you have an issue, please do not call support or ask for a truck roll until you’ve thoroughly tested at the MPOE with known good equipment and configuration.
Oh, and one more concern: changes in our network may not be seamless if you’re not using equipment we supply. For example, transport changes from ATM to PTM are made during some POP upgrades to support VDSL2+, and bonding configurations can be G.bond in older equipment in some POPs and PTM bonding in newer. We configure our equipment as necessary (or replace it) to support changes in the network as they are made.
As you can imagine, we’d really prefer that customers use the equipment we offer. We have designed our support tools and business processes around the capabilities that being able to see, troubleshoot and replace it at no additional cost provide. As a result, I strongly discourage opting out.
