I love the Sonic internet service. The bundled VOIP is horse poo however, solely because I'm paying >$10 for a service I do not use period.
Let me break down the CSR's response point by point:
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But with the FCC's reclassification of internet access as an information service, in order to use copper lines we are required to include a telecommunications service - and voice telephone qualifies. So that's added a new imperative for us on this topic.
COUNTERPOINT: So if it's mandated, then strip away all the features so it only costs $1.00/month. Those exorbitant taxes on a service we don't use, don't want is not adding to your customer satisfaction. I had Comcast broadband - they didn't force me to bundle VOIP, IIRC.
I'll also say that the fires last year reinforced for me the usefulness of a voice line for the home. Our members got reverse 911 calls notifying them of evacuations, which were key for life safety. And when someone in your home needs help, the "enhanced" part of e911 means that first responders receive your full address, including the apartment or unit, before the call even completes - with mobile they just get a location estimate. For children or the elderly, who may be unable to describe where exactly they are when calling from a mobile phone, that's a good thing.
COUNTERPOINT: Well, that that e911 sounds great! However, you have to be at your home to receive the evacuation call, whereas w/ a mobile notification, it's always with you. Besides, we all get city wide emergency alerts on our phone now.
If you have a child or elderly alone in the house in a state where they can't provide an address, well then, you're a terrible guardian, which is another issue altogether.
The benefit of having regular 911 access on your mobile device arguably outweighs the benefits you listed above.
We've also worked to make the voice line as useful as possible - for example, it includes free calling to fixed lines in over sixty countries, as well as all of the voice features such as caller ID and voicemail. We even include robocall blocking, at no extra cost. For those working from home, or even just conducting an important call domestically or internationally, a high-quality voice line can really be a joy to use.
COUNTERPOINT: So you're providing free robocall blocking for a phone number your customers don't even want? If I was that interested in the highest quality voice call, I'd use standard copper, not VOIP.
We also have a goal of product simplicity. By having just one configuration, it simplifies our operations, which reflects in lower costs overall for our members. So, unlike an incumbent operator who might charge separately for not only voice service but also voice features, long distance, a fax line, etc - we try to incorporate everything into one simple price and package.
COUNTERPOINT: Product (line) simplicity is something your customers shouldn't care about. Furthermore, your customers care about saving money and omitting unnecessary services more than "lower costs overall" for something they don't use. As a telecommunications company, giving your customers the flexibility to opt out of services they don't want shouldn't have to be like twisting one's arm.
For all of these reasons, for the foreseeable future, our Fusion product, on copper, fiber, or IP Broadband, will remain as the name says, a Fusion of both data and voice services. I know that's not a perfect fit for everyone, but that's the path we've chosen.
COUNTERPOINT: Well, at least that the least marketing-speak excuse given. "You're gonna have to live with this"