Frequent Internet drop outs

[jay.landis]

I recently had Sonic Fiber installed in my home in El Segundo, CA. I am getting far more drop outs (1-3 minutes each) than I had with my prior ISP. The connection is very strong and very fast when I am connected. Unfortunately, it has gone down at very important times which is quite annoying. Does anyone else have intermittent connection issues? The connection to the router was stable by wireless and ethernet cable. The only thing was loss of internet.

[ngufra]

Is it fiber or VDSL?
Would it be particularly at night or when windy outside?
Could it be wind/birds in the cables on the street?

[brandonc]

I recently had Sonic Fiber installed in my home in El Segundo, CA. I am getting far more drop outs (1-3 minutes each) than I had with my prior ISP. The connection is very strong and very fast when I am connected. Unfortunately, it has gone down at very important times which is quite annoying. Does anyone else have intermittent connection issues? The connection to the router was stable by wireless and ethernet cable. The only thing was loss of internet.

Hi Jay,

I'm very sorry that you're experiencing intermittent dropouts right after being installed. I looked at your connection on our end, and I can see the dropouts occurring to our ONT (Fiber modem). I'll have our technical support team reach out to you to run through a few quick troubleshooting steps, although I suspect we'll need to dispatch a technician to repair the issue. The light signal to the ONT looks rock solid, so it could be something as simple as a loose connector in the termination box outside or a bad ONT.

I apologize for the inconvenience!

Kind regards,