When Sonic customer service hold times exceed a few minutes, we offer “virtual hold”, allowing customers to receive a call back when their turn comes up. But over the last couple months, Sonic’s callback assist system reached an internal capacity limit and was sometimes silently failing to make the scheduled return calls. This occurred intermittently for some weeks.
For any who experienced a failure to receive a return call, please accept our apologies! We have increased capacity to remedy the issue, and will watch closely for this in future.
If you need to reach support by phone, you can request a call in queue without waiting on hold by clicking on “Request a Call” on the Support page at https://www.sonic.com/support/. You can also access our Member account tools to make updates to your account, payment info and services, via the Member Tools link at the top right of our home page.
-Dane, Eli & Jasper