Update: Customer representative has reached back out. Will post any updates here.
Summary: We bought a house with Sonic availability being a critical factor. After an attempted installation, Sonic has ghosted us without further attempts or guidance. All other properties on the block have access aside from ours.
We've been an existing Sonic customer for years and love the service. No other provider comes close to matching the pricing, flexibility, reliability, and speeds offered by Sonic.
So of course, before purchasing a new home recently, we made sure to double check Sonic availability through the Sonic portal, which confirmed that the new address was indeed serviceable by Sonic fiber. I'm not joking when I say that having Sonic access was a critical factor when making as large a decision as purchasing a home.
To my delight, right after closing I was contacted by a Sonic representative to set up service, of which the first step was to drop a line to the house. However, after a few days, I was contacted by the representative who told me that the technician had deemed the property to be 'unserviceable', despite the fact the rest of the properties on the block all have Sonic access (according to the representative).
When asked for more information, the representative said to call back again after the weekend, in which case he'd have more information. After anxiously waiting over the weekend, I called and emailed the representative but received no further response. The portal on the Sonic website had also been updated to list this specific address as unserviceable without any additional information.
When I tried calling customer service, they said the line couldn't be connected without trespassing over neighbor's air space, but no explanation or guidance was offered beyond that.
Has anyone else had this issue before? Are we the only house in the entire neighborhood that can't be serviced by Sonic?
Summary: We bought a house with Sonic availability being a critical factor. After an attempted installation, Sonic has ghosted us without further attempts or guidance. All other properties on the block have access aside from ours.
We've been an existing Sonic customer for years and love the service. No other provider comes close to matching the pricing, flexibility, reliability, and speeds offered by Sonic.
So of course, before purchasing a new home recently, we made sure to double check Sonic availability through the Sonic portal, which confirmed that the new address was indeed serviceable by Sonic fiber. I'm not joking when I say that having Sonic access was a critical factor when making as large a decision as purchasing a home.
To my delight, right after closing I was contacted by a Sonic representative to set up service, of which the first step was to drop a line to the house. However, after a few days, I was contacted by the representative who told me that the technician had deemed the property to be 'unserviceable', despite the fact the rest of the properties on the block all have Sonic access (according to the representative).
When asked for more information, the representative said to call back again after the weekend, in which case he'd have more information. After anxiously waiting over the weekend, I called and emailed the representative but received no further response. The portal on the Sonic website had also been updated to list this specific address as unserviceable without any additional information.
When I tried calling customer service, they said the line couldn't be connected without trespassing over neighbor's air space, but no explanation or guidance was offered beyond that.
Has anyone else had this issue before? Are we the only house in the entire neighborhood that can't be serviced by Sonic?
