3 days of fiber, then nothing (time to go back to Comcast?)

General discussions and other topics.
6 posts Page 1 of 1
by walbux » Tue Sep 11, 2018 12:54 pm
I am wondering if anyone else has experienced this type of difficulty with Sonic fiber. I had fiber installed in Berkeley on 9/7. It worked pretty well for three days but today, 9/11, it crapped out entirely with no signal to the ONT. When I called Sonic customer service they told me there were no service appointments available until October, but they'd try to squeeze me in, and now I have an appointment for a week from today. I know the company is busy with new installs but a week with no internet is a very difficult situation when you work from home, or even if you don't.

I hadn't cancelled my Comcast service yet so I was able to reconnect to cable, but I can't really imagine what I would do if this problem had occurred after cancelling my prior service. Have other folks run into outages like this with Sonic Fiber? I saw someone else post a complaint about an 8-hour outage but mine will be more like 8 days. I had assumed Sonic Fiber was as reliable as cable but I never had an issue like this with Comcast. I had Sonic DSL a few years back and never ran into a situation like this then either. Thanks in advance for any insights or suggestions folks can offer.
by liamo » Tue Sep 11, 2018 1:09 pm
Sorry to see the service not perform as it should right as it was installed. It is hard to say what has caused the issue to make the service go down until we get a tech out to see the issue.

This does not happen often and we should be able to get someone out sooner for repairs.

DM me with your information and I can see what we can do to help you out.
Liam O.
Sonic Community & Escalations Specialist
by KVira » Wed Sep 12, 2018 9:33 am
Hos often this happens? as you said it does not happen often.
I am also waiting for my new install and my wife works from home. If this happens to us we will be soup.
by dane » Wed Sep 12, 2018 9:47 am
Fiber outages are very rare, it’s far more reliable than traditional copper plant, cable coax or twisted pair.

And we can repair by next day in virtually all cases. It seems that we tried to schedule this repair like a new install, where we do have substantial backlogs today. To the OP, sorry for that confusion!
Dane Jasper
CEO
Sonic
by walbux » Sat Sep 15, 2018 12:52 pm
After posting here I got a service appointment the following morning and the problem was quickly fixed. The technician re-spliced a connection in the junction box outside, and I was up and running by 9am the day after the outage.

Kudos to Liam on this forum and Don the technician for fixing this promptly, although it's too bad I had to post here to get Sonic's attention.
by dane » Mon Sep 17, 2018 2:03 pm
Sorry about the issue - repair are supposed to be completed the same or next day, and we should virtually always be able to meet that goal, as long as someone can be home to meet us.
Dane Jasper
CEO
Sonic
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