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and the the fiber light keeps blinking. the internet won't work. It's late and I really need the internet, what's going on?

I checked your account from our end and it appears that this is a part of an outage that occurred late last night.

We're investigating the problem and should be reaching out with an update as soon as we can.

I apologize for the inconvenience and we appreciate your patience while we fix this.

Kind regards,

mewon wrote:and the the fiber light keeps blinking. the internet won't work. It's late and I really need the internet, what's going on?

Seems there was some sort of physical issue that affected 30 customers in the area. We're currently dispatching out techs to the area now and there's an ETA of 90min.

Apologies again for the inconvenience!

Kind regards,

When this happens, do you have another contact info for your customers (like a cell phone) to tell them about it?

When there is a power outage, Edison sends me texts about it with estimated service restoration time.
This helps a lot to manage the issue.

ngufra wrote:When this happens, do you have another contact info for your customers (like a cell phone) to tell them about it?

When there is a power outage, Edison sends me texts about it with estimated service restoration time.
This helps a lot to manage the issue.

When Sonic locates an outage and begins working on the cause, we work as quickly as possible to send Email and Mobile communications to all affected customers.

@mewon : Can you share what kind of notification you got from Sonic?
Thanks

ngufra wrote:@mewon : Can you share what kind of notification you got from Sonic?
Thanks

The notifications for this outage sent to all users affected by this outage are as follows:

Initial notification:

This message was delayed for delivery during daytime hours. Hi, it's Sonic. We noticed a problem with your internet service at (address redacted) on 2023-05-03 starting at 1:36 AM. Our techs are working to restore service ASAP. Reply STOP to opt-out of outage notifications.

Outage Communications sent throughout the duration of outage:

Hello, this is Sonic. We are dispatching a tech to investigate/repair the outage in our area. Current estimate of repair is 2 hours.

This is Sonic. Further investigation found that additional work on our infrastructure is needed to resolve the issue. We will continue to update you via text.

Outage resolution communication:

Hello, this is Sonic. The outage you were a part of has been cleared. If you continue to have connectivity issues, please respond to this message.