Sonic.net

@dane, longtime and happy sonic customer here, eagerly awaiting hookup of fiber. I pre-ordered, and a few weeks ago received email notice that the drop install for my home was occurring in a few days, and I should expect a call in 3-5 days to schedule install.

then radio silence.

two weeks later, after a few chats and tweets with (the always awesome) support team, I was told that the network team was going to have me "on the queue". And again, I received a drop install notice, and again received the 3-5 day notice.

But now, support has informed me that we are looking at a 60-day delay for DMU installs. Sadness!

My frustration isn't really with the delay, but that I feel for the first time that sonic sort of yanked me around on this, promising something (installation at my address on approx July 25), then didn't deliver, and didn't explain, and then again promised (installation this week, expect a call), only to let me know via other channels that realistically I can't expect hookup until most likely late September/early October.

I wish, wish , WISH I had known what the actual timeline was, and the actual reason for the delay. I'm a huge supporter (and promoter) of sonic service, and it's hard to respond to people as to why when I said "fiber in July!" I now have to say "fiber in...real soon!"

If there is some way to prevent this sort of mis-communication (or non-communication of changes) in the future, it would be a real benefit to customers like me.

Thanks for listening.

@saschaben

I apologize for the confusion! MDU's (multi-dwelling units) are a lot more complex to install Fiber to than regular residential homes and require a lot of additional work to be done to get service up and running. I believe the Fiber pre-order process that we have in place does not take MDU's into consideration. I'll see what I can do about fixing that.

Thanks for your feedback - know that we are rolling out Fiber as quickly as we can and will get it available for you as soon as possible!

Thanks for the response, Mike. I totally get how complex this stuff is, and just am looking forward to getting my hookup -- I'm hoping that the details for our DMU hookups are resolved quickly, and definitely, if there is some way to take it into account (or just alert potential fiber customers) that the process may take some extra time for non-single family residence folks like me, it will be a huge help.

In the meantime, I'll try to learn the art of patience.....

Same problem here. I've pre-ordered Fiber since March 2016, and I was given a notice of cable drops and to expect something within 2 weeks. Over 2 weeks passed by and I heard nothing. Contacted Sonic and they said because of MDU, my installation is indefinitely delayed?

pganwani wrote:Same problem here. I've pre-ordered Fiber since March 2016, and I was given a notice of cable drops and to expect something within 2 weeks. Over 2 weeks passed by and I heard nothing. Contacted Sonic and they said because of MDU, my installation is indefinitely delayed?

Looks like we talked to you a few days ago and got the installation on the calendar. Glad to hear!

hey @miken! any chance you can check the status of my order? I haven't heard anything now since Aug.2 when the word was "about 1.5 weeks" to get the drop in place, wondering if things have progressed.

thanks,

saschaben

saschaben wrote:hey @miken! any chance you can check the status of my order? I haven't heard anything now since Aug.2 when the word was "about 1.5 weeks" to get the drop in place, wondering if things have progressed.

thanks,

saschaben

The drop was installed last week. At this point, we just need to setup a local splitter to get everything ready. Our dispatch department should be reaching out soon to get this scheduled with you.

Thanks for the update!!!

My pleasure, glad to be of help.