Customer Support Inbound Call Issues

Update – 6:25pm: This issue has been resolved and service restored. If you need to reach support feel free to give us a call.

Update – 1:30pm: We are still experiencing issues inbound to our call center. While we work toward resolving the persistent phone issues, we’re available to assist you via the following channels:

Email

  • Technical Support: support@sonic.net
  • Billing: billing@sonic.net

 

SMS

  • 707-800-4624

 

Social Media

 

Update – 11:55am: Calls inbound to the call center are currently operational. We are still working with our provider to address the root issues. We sincerely apologize for the inconvenience and will provide more updates as we are able.

Update – 10am: If you require assistance, reach out to us via Facebook or Twitter and we’ll do our best to coordinate a call with one of our support representatives. Please provide your username and contact information, as well as a brief description of the issue you’re experiencing, and we’ll follow up as soon as we’re able.

Update – 8:15am: We are still experiencing issues with inbound calls. We have continued to work with our provider to restore service but do not yet have an estimated time of repair, and ask that if you require assistance at this time to reach us via email (support@sonic.net) and SMS (707-800-4624). Thank you for your continued patience.

Update – 6:50pm, we have confirmed the inbound call issue is with our provider and are currently working with them and upstream carriers toward resolution. This issue has the highest priority but we do not, at this time, have an estimated time of resolution. In the meantime the Sonic Support team is still available via email, SMS and social media platforms.

At 1:40pm, we became aware of an issue impacting all inbound calls to our customer support team. We are investigating the issue and hope to restore functionality as soon as possible.

We apologize for the inconvenience and will provide subsequent updates as soon as we are able.

-Sonic Support

5 comments for “Customer Support Inbound Call Issues

  1. I cannot make phone calls on my sonic landline at all. I get a male voice saying something about it being “emergency track 2, ground five” or something like that.

  2. Hello Denise! I am sorry to hear the issues you are having. Ill have a Tech reach out to you and assist you!

    Best Wishes!

  3. Nothing. It would be really nice if someone would tweet or post if your phone service is having problems. I have no idea what inbound means. I can’t make any calls. Any number I call answers with a male voice stating, “Emergency line 2, gran track” or something strange like that. Am I the only person experiencing that?

  4. Phone calls are now going through. It would be really great to know what happened to cause a day of outage.

  5. We should be posting an after action report on the issues with our Phone service. Thank you for your patience!

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