Frustrated with Sporadic Service in SF?

[jkummer]

Is anyone else having issues with consistent Internet in SF? We just signed on with Sonic in June, but our service has been sporadic, dropping 5x for over 24 hours each time since then. The worst case was no Internet for 5 days over Labor Day weekend! Painful! Now, it's down again due to some servicing Sonic did overnight that didn't go so well. They can't even give me an ETA of when our Internet/phone will be back on. I'm extremely frustrated.

Everyone else seems to be raving about their Sonic experience and I really want to like them. Is our experience an outlier or am I just the (not so) silent majority? I don't want to switch back to Comcast or ATT, but I also need reliable Internet...

[dherr]

My guess is that the issue right now is very different from the previous issues.

Can you expand on what was done to resolve the other problems?

Did the lights on the modem (or gateway) show the issue?

[parker_day]

I'm in SF and have not had any significant issues in the last couple of years. I did, however, wake up this morning to an unresponsive 5168N. According to my ping reports it lost sync around 12:20am and never recovered. A reboot fix it. This was a rare occasion for me.

I think what you're describing could be more than one issue. What was the cause of your drop over Labor Day?

[dct]

They can't even give me an ETA of when our Internet/phone will be back on. I'm extremely frustrated.

I apologize for the frustration related to the equipment failure during maintenance last night; I just spoke with one of our engineers, and service should now be restored.

Beyond that, I took a look at your account and it looks like our most recent course of action was dispatching a technician to address the issues present on your line. I think this is still the correct course of action, as your experience is definitely an outlier, and is the type of issue we want to address as expediently as possible.

If you can give us a call (or schedule a call back here) we can find an appointment that works with your availability.

[jkummer]

Thanks, Dan. I will definitely reach out. I want this to work out so badly. But we never had issues with ATT, which I believe is the infrastructure Sonic uses?

[dct]

Thanks, Dan. I will definitely reach out. I want this to work out so badly. But we never had issues with ATT, which I believe is the infrastructure Sonic uses?

In part, yes. We use the copper landlines to connect you to our back-end network; everything after that initial connection is Sonic's infrastructure.

We want this to work out as well! Your connection specifically should be rock solid & fast once we've sorted out the issues. If you give us a call and ask for me, I'd be happy to assist you if I am available.

[ko360]

I've been a sonic DSL customer since 2006. We've switched to the FTTN service a few days ago and now we have been experiencing quirky service- e.g. can access the internet, but site(s) do not function correctly. All the while our wifi is up. Previously, the occasional reset of the modem/router would do the trick.

What's unsettling is the ATT error page that comes up. Not really understanding where the "hangup" is. Before either it worked, or it didn't. This "connected but not functioning" is confusing. I checked my sonic email (normally I don't use it) to see if there was service work being done (MOTD). Nope.

Not a happy camper since the switch.

Is anyone else having issues with consistent Internet in SF? We just signed on with Sonic in June, but our service has been sporadic, dropping 5x for over 24 hours each time since then. The worst case was no Internet for 5 days over Labor Day weekend! Painful! Now, it's down again due to some servicing Sonic did overnight that didn't go so well. They can't even give me an ETA of when our Internet/phone will be back on. I'm extremely frustrated.

Everyone else seems to be raving about their Sonic experience and I really want to like them. Is our experience an outlier or am I just the (not so) silent majority? I don't want to switch back to Comcast or ATT, but I also need reliable Internet...

[dherr]

Sounds like you should call Sonic support. Might be something simple.

I wonder if you have Sonic DNS servers "hard coded" in the troubled devices.

With FTTN you should see an AT&T name server as being used by your clients, such as:

nameserver 68.94.156.1
nameserver 68.94.157.1

If you see your stuff using Sonic servers then they need to be updated.

Don't use these with FTTN (unless you are using the Sonic VPN; man it is complicated.)...
#nameserver 208.201.224.11
#nameserver 208.201.224.33
#nameserver 75.101.19.196
#nameserver 75.101.19.228

[Oakland user]

I have the same issue now since Thursday night. They said a tech will come out between Saturday and Monday, that was very specific. They came out Saturday and said they need a cherry picker to come out Monday to see the wires on the telephone pole. Now they said they need to come back and check the phone box again (which they did the first time). Sooooooo disappointed and frustrated. Maybe they should just hire techs that are not ignorant and pay them a few dollars more. They could have fixed the problem the first time and saved money on 3 trips, if they are going to fix it this time. WTH sonic net, never will I recommend your services.