Sonic.net

I was excited to finally get fiber service to my home. It's been more than two years since I paid my deposit. The wait is almost over. But instead of feeling overjoyed, I feel remarkably frustrated.

My upstairs neighbor, who I convinced to also pay a deposit to help raise the priority of our neighborhood in the planning stages, will have his service installed this coming Monday. My installation was automatically scheduled for the middle of next month. The crew is literally hooking up the fiber drop to our building right now. There shouldn't be any additional requirements to hook up my service. Therefore I'm confused and disappointed that I have to wait another two weeks.

I emailed the sales agent that has both our accounts to get some insight. No reply. I filed a service ticket two days ago. No reply. I can't seem to get a response from anyone as to why there needs to be two truck roll outs and a two week gap between hooking up neighbors who are in the same building, not more than 12 feet apart, who both pre-ordered at the same time.

I hope this isn't a portent of service issues to come. Any clarity from Sonic would be appreciated!

We apologize for the delay in getting a response to your emails and can understand your frustration. With buildings that have multiple customers signed up for service, we typically schedule all of their installations around the same date. The date installations are scheduled for depends on our availability in the region. In this case, it looks like there was one open appointment slot available for Monday, which the system filled with your upstairs neighbor. Once that slot was filled, the remaining installations for your building were automatically scheduled for the next available slots on our dispatch calendar.

Thank you for your reply, Spencer. That seems like the most obvious answer. It seemed odd to me for two reasons: One is the large disparity between the two dates. The second is that when I look at the scheduler to potentially reschedule my installation appointment, the first available date is September 14th. All available installation slots are available thereafter. Given that stark delineation, I assumed that my view of the calendar was different than what customer service or sales could see internally. Hence the reason I inquired. It sounds as though nothing can be done about the situation. So it goes.

In any event, I sincerely appreciate the response.

Sometimes people reschedule their appointments and time slots become available at earlier dates. Keep checking the calendar and you might get lucky. I did that when I was getting my service installed and lucked out - moved it forward by about 2 weeks.

I wondered if that might be the case. I'll keep an eye on the calendar. Thanks for the info!!

Yes, once the crew is finished connecting your Fiber drop to the home, please contact us and we can see if we can get you a sooner installation window.

Kind regards,

Thanks for the reply, Brandon! I was able to move my appointment up a week by going back and checking the calendar. Also, Isabel replied to my service ticket today with further assistance. I'm grateful to everyone who came around to help! I'm encouraged by how everything worked out in the end. Looking forward to getting hooked up soon!

I'm really glad to hear that we were able to get you a sooner appointment! If you have any questions about the service before/after the installation, please let us know!