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ogfreak

join:2004-12-21
Santa Ana, CA

Frustrating switch from Att to Sonic

So i switched from Att to Sonic,I remember seeing on the sonic site that i should call att when the switch is completed so i did,I called Att to cancel my dsl with them but later found out it gets cancelled automatically when the switch is made,well i told the lady i was talking to that i wanted to cancel my dsl service only but she ended up cancelling my phone service instead.Well the next morning i get a call from Sonic.net saying my phone service shows as disconnected,So i called Att to find out what happend,the att guy tells me the lady i talked to cancelled my phone service,i had to get it reconnected but it would be completed till the next morning.I then called Sonic to let them know the problem and they said they have to cancel my dsl with them and reorder it and that it would take 8 to 14 days ughhh.So im on dial up until then..


xan_user

join:2004-11-18
Santa Rosa, CA

im sure ATT doesnt get that many calls to disconnect only the DSL part of their service, sounds like this was the reps first call like yours. Still if you said explicitly, "I have swithced from ATT DSL to sonic DSL, so only cancel my data package and not my phone service." - they should have understood.
ATT should really give you a credit for their mistake

Regardless of the speed bumps along the way, WELCOME TO SONIC, Best ISP this side of mars.



DaneJasper
Sonic.Net
Premium,VIP
join:2001-08-20
Santa Rosa, CA
kudos:9
reply to ogfreak

Very sorry to hear that things got derailed. I hope we can get things sorted out quickly for you.

This highlights something we have to make sure everyone in our staff is clear on: customers do not need to and should not cancel service with AT&T. As they are the losing carrier, and we're in the process of porting away the phone number, this could cause disruption.

As soon as the phone number port is complete, the losing carrier automatically will issue a final bill, and no further action is required.

-Dane


kellystars

join:2011-11-01
reply to ogfreak

Wow, that's pretty bad OP. I just switched a few days ago too.

When I called Sonic and asked them about switching, they told me that after Sonic is set up that I have to call ATT and cancel their DSL.

So for confirmation; When my DSL gets switched to Sonic, it automatically cancels my ATT DSL and I do NOT need to call them right? Definitely don't want ATT to cancel my landline as what happed to OP. Thanks in advance.


av9116

join:2001-12-17
South San Francisco, CA

After you get switched to Sonic....CALL AT&T!! I wouldn't count on anybody "automatically" do something for me, definitely not AT&T. You wanna make sure you're not getting billed for a service you don't want/have.



ogfreak

join:2004-12-21
Santa Ana, CA
reply to ogfreak

It has been the longest week and a half,cant hardly do anything with dialup it sure makes you appreciate DSL.Well my dsl should be back on the 2nd,crossing my fingers till then lol.



DaneJasper
Sonic.Net
Premium,VIP
join:2001-08-20
Santa Rosa, CA
kudos:9
reply to kellystars

If you have AT&T/Yahoo DSL and AT&T local voice and AT&T long distance - you should simply get a final bill from them after the change over. (If you don't see one a couple weeks after the switch, call 'em, but don't waste your time prior to that, it's all automatic.)

The only case where you would need to cancel is if you have an alternative to one of these - for example Earthlink DSL on your AT&T line, or Credo long distance.

-Dane



loadmaster

join:2001-01-10
San Jose, CA

If you have DSL from another company and are billed to your credit card I suggest that after they post your final charge that you invalidate the number by removing the chard information or changing the expiration date or security code to make sure they don't continue billing your card. This will protect you but make sure that you do this after your final changes are posted.