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Sonic fiber available but cannot upgrade my service.
Posted: Sat Dec 05, 2020 3:19 pm
by johntran2622
Sonic Fiber internet is available in my area and I can add it to cart but I cannot upgrade the service from the member tools page. It says" We're sorry, no additional services were found at this location".
I am current using Sonic FX2 and want to upgrade. I called Sonic support and the tech couldn't even get the upgrade option to appear. Any idea why?
Re: Sonic fiber available but cannot upgrade my service.
Posted: Mon Dec 07, 2020 10:35 am
by syntaxsid1
Hello,
I believe I know what's going on here. Looks like you're on a service type that AT&T no longer offers so when you look at your customer portal for an existing "upgrade" you don't see one because in AT&T's system you don't have the basic service yet (the FTTH 1,000Mbps offered there now). We can absolutely get you on the 1Gbps service, but this would require us to order the service for the higher speed and once that is installed, cancel your X2 service after that it done. I'm actually the one that just spoke with you over the phone so I will get this going as fast as possible for you. Look for updates regarding the upgrade on your email address on file. Have a great day!
Kind Regards,
Jeff M.
Re: Sonic fiber available but cannot upgrade my service.
Posted: Mon Dec 07, 2020 10:47 am
by dane
Jeff, no, we wouldn’t be able to do that.
If this is IPBB to IPBB - and not Sonic fiber - then whatever the upgrade tool offers is what we can provide.
Re: Sonic fiber available but cannot upgrade my service.
Posted: Wed Dec 09, 2020 12:45 am
by klui
The reason was discussed at
viewtopic.php?f=10&t=16641
If you really need to upgrade, your only choice is to disconnect and reapply. That means downtime of ~30 days.