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Double billing after fiber install
Posted: Fri Aug 24, 2018 9:18 pm
by digitalbitstream
To my surprise, after a fiber install I was double billed. Apparently according to customer support my DSL line was still active.
Code: Select all
Fusion Broadband - X1 - STI-0071350-X 50.00 50.00
Data $40.00 Voice $10.00
....various fees....
Fusion Fiber - 1 Gbps - STI-0281045-X 50.00 50.00
Data $40.00 Voice $10.00
....various fees....
Total: 133.45
So um, apparently it's on the customer to cancel DSL after a fiber upgrade? Nobody mentioned anything in advance.
Re: Double billing after fiber install
Posted: Fri Aug 24, 2018 9:27 pm
by dane
Did you order fiber as an upgrade to your current service, via the Member Tools at
http://members.sonic.net/ ?
If so, the day that the fiber install completes, the Fusion service disconnect will process, and you'll see a pro-rate of charges to the matching date.
Re: Double billing after fiber install
Posted: Wed Aug 29, 2018 2:47 pm
by digitalbitstream
Feedback:
I've now done two DSL->Fiber upgrades. One was X2->Fiber, the other plain Fusion->Fiber. Both times required manual customer service intervention that I had to initiate. In one case I initiated the order form the member's panel. In the other (months and months ago), I initiated from the new customer portal. In all cases the installer knew it was an upgrade, not a new install.
One one line, it left the old phone number stranded for days (but it was lovely getting no telemarketing calls during that time
). I had to call again to get it switched.
Re: Double billing after fiber install
Posted: Wed Aug 29, 2018 4:29 pm
by danielg4
Ditto on the manual intervention required, even a couple of different times in different months. The upgrade was initiated in January. The April bill was the first to be in the amount it's been ever since, give or take a buck.