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Review by blarf See Profile

  • Location: San Francisco, San Francisco, CA, USA
  • Cost: $45 per month (12 month contract)
  • Install: about -1 days
  • Telco party SBC
No PPPoE
Lousy sales team, enough foot dragging to dig a ditch
If only SBC had competition.
Pre Sales information:
Install Co-ordination:
Tech Support:
Services:
Value for money:

Update 9 April 2008: Resolved.

Update 8 April 2008: As usual, when it works, it works well. In attempting to upgrade to a faster profile (the "Pro-S"), I've found that despite the claims from the sales guy... I'm barely getting more than 1.5Mbps down. In dealing with the tech support and various sales droids, it's been a mild nightmare to get the service restored to the previous price point. In fact the biggest mistake I've made was in still considering Sonic.net for a business account at work. Oops. The sales droid I talked to flat out lied about the action he would take on my account in order to make his sales quota. Now I know that sales people are often sleazy, but one would assume that Sonic's employees are above that. Now I know.

If you don't actually need support from Sonic, it's perhaps a good value... but don't get suckered in by their mis-information. However, there are alternatives with a reputation for reasonable support such as: DSL Extreme, Covad, and Speakeasy. AT&T is not the only fish out there.

Original review: I ordered the "Express" package (1.5/384 with 1 DHCP assigned IP address) on Feb 18th. Being an existing Sonic customer, now living in a densely populated city, I had extremely high expectations of a smooth installation (at least on Sonic's end). I had some expectations of SBC making the install difficult.

As it turned out, the Sonic crew left me with the impression of being a bit naive in their dealings with SBC. SBC of course did their best to avoid selling another DSL loop. The phone line was on a multiplexer, a device that prevents one from installing DSL. The multiplexer also prevented me from attaining dial-up speeds in excess of 26.4kbps. Without the multiplexer the 33.6 modem will maintain 33.6kbps connections just fine.

Upon my order being bounced by SBC for the first time, the helpful Sonic support staffer offered to cancel my dial-up account (as my goal was DSL not dial-up). The second person responded that there was nothing that could be done to convince SBC to provide DSL. Eventually Dane identified the problem (the DAML), and correctly guessed that this is something SBC needed to fix. I spent the rest of the month was spent going back and forth between SBC (via phone and broadbandreports) and Sonic (via phone and e-mail). I was quite disappointed that I had to be so proactive with Sonic.

Without warning an SBC tech showed up today around noon. Said tech took care of removing the multiplexer bits at the house. The Sonic provided modem sync'd at 1.5/384 as expected.

The SBC techs who read the BBR forums deserve a lot of thanks for being able to effect the necessary change resulting in my ability to buy DSL.

Given that everything was hooked up today, I haven't rated the connection reliability. If it's anything like the 6mbit link I had from Sonic at another address, this link will be very reliable. All in all I like the package that Sonic sells. More reliable DNS servers than SBC. No PPPoE. Reliable e-mail service. Multiple commercial NNTP providers to choose from. Even without taking into account the (from previous experience) more reliable connectivity it's a better value than SBC/Yahoo.

The Sonic provided Broadmax DSL modem works. It's smaller and more stylish than my previous Westell unit.

member for 20.1 years, 57 visits, last login: 12.6 years ago
updated 15.9 years ago


Review by SonicSucks7 See Profile

  • Location: San Jose, Santa Clara, CA, USA
  • Cost: $49 per month (12 month contract)
  • Install: about 7 days
  • Telco party SBC
Fairly easy set up, fast support and equiptment
dishonest, customer service are kindergartners, bumped price up to $50 after promis of 12 months at $18
There's no 'fine print' because they just neglect to put it in writing. Go elsewhere.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

We chose Sonic.net because of $18 for 12 mo. promise. Statement that they had the right to raise cost with 30 day notice turned out to be a sneaky plan to ram the price up $50 per month with 5 days notice after 6 mo. I didn't notice as big a change as I had expected after leaving dial up, but for $18 per mo the service was ok, but it's not worth $50. Cancellation? Good luck. They just charged me for a second time at $50 after telling them to cancel last month. The equipment came promptly and tech support was available and knowledgeable during that initial installation. But it's not worth it. They told me that I would get the $49 equipment fee refunded as long as I was a customer for 12 mos. I asked if the price would be the same for the 12 mo and was told absolutely, that it was not going to change for the first 12 months. Sonic net is dishonest and trying to communicate with them via email made me wonder which of their elementary school children were manning the emails that eve. Can't get a straight answer. Billing is very ambiguous and their responses are cryptic. Which ever of their reps is replying to these complaints, don't bother with mine. You aren't fooling anyone with your sharp tongue and adolescent challenges.

member for 16.1 years, driveby review (so far)
updated 16.1 years ago


DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper

Premium Member

Price lock

During the sign-up, you opted for month to month pricing, not the 12 month price lock offer. Month to month pricing is subject to change. You were sent notice of the change a month prior to it taking effect.

That said, if you're interested in a contract rate, give billing a call, weekdays 8am-6pm and they can likely give you a lower rate in exchange for a term commitment.

If price is your top priority, we may not be the provider for you. Our goal is quality customer service and honest transparent network operations, not the absolute lowest price at any cost. FYI, for those making an ISP selection.

-Dane Jasper

Review by rickmars See Profile

  • Location: San Francisco, San Francisco, CA, USA
  • Cost: $60 per month (12 month contract)
  • Install: about 30 days
  • Telco party AT&T
Low initial rates
Unethical sales practices and shoddy support
Not worthwhile - stick with the majors
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I tend to favor small local companies - they often provide superior service and are more likely to reinvest in the local community. This was my thinking when I chose Sonic.net as an ISP for my second home. I use Pacific Bell and Speakeasy for my business and home, and have been largely satisfied with them. I am a fairly experienced consumer of DSL service, and know that none of them are perfect, but this this was something of a disaster from a number of angles. The support organization was disorganized, lacking even basic information about the account and the service. The business side was worse - poor record keeping and questionable business practices. Grudgingly, I will give them the benefit of the doubt and say they are incompetent rather than suggesting that they are willfully unethical. When I did my initial research, Sonic looked like a good outfit; hard to understand what caused the dramatic decline. In any case, I would caution others against using them if another choice exists.

member for 16.1 years, 1 visits, last login: 15.9 years ago
updated 16.1 years ago


Veloslave
Geek For God
Premium Member
join:2003-07-11
Martinez, CA

3 edits

Veloslave

Premium Member

Considering the source

You call yourself a "fairly experienced consumer of DSL service" and yet you just joined today?

You make a LOT of HARSH accusations about the top rated ISP around yet offer zero proof.

I am not saying that Sonic is unable of dropping the ball (never happened in my three years + with them) but I also watch the feedback around here daily and it traditionally DOES NOT HAPPEN... especially like your drama describes.

Your post so far sounds like some competitor spam or some spoiled jerk with a grudge...

Why should anyone believe this post?

Spoonbender
@sonic.net

Spoonbender

Anon

Sonic

I agree - Sonic.net has really gone downhill. Their customer service is weak and their sales dept is pathetic. They flat out refuse to be competitive. AT&T offers the exact same services for $30 less and no contract (Sonic's Elite DSL is $65 compared to $35 for the same package from AT&T). They offered a rate of $45 if I signed another year contract. Ridiculous - I gave them three chances and finally just switched to AT&T.

Veloslave
Geek For God
Premium Member
join:2003-07-11
Martinez, CA

Veloslave

Premium Member

And now the "anonymous" are piping in?

I love how morons that order promotional pricing but don't bother to read the details tend to dominate the negative reviews... it just proves their stupidity.

The ATT forum is even more full of pea brained people whining about the prices going up all of the sudden... WHAH!

Read what you sign morons... because when you sign it (or use verbal/online ratification) it means that you AGREE to it!

These little hatchet jobs... done by little people are so obvious... grudges or competitors against one of the highest rated ISP's ever....

Gee, I wonder who we should believe?

Snypes
join:2003-12-29
Santa Rosa, CA

Snypes

Member

Still happy to help.

Hello,

I am a service rep. at Sonic.net specifically in the DSL department. I am concerned about the review you posted about our business and would like to review the situation. I realize this may not win you back as a customer but it would help us understand possible issues that we can avoid in the future. If you would send me the login name you used at Sonic.net I will be happy to take a look for you.

Thanks!

Biggie
@ascendance.net

Biggie

Anon

Common Thread

A lot of people fail reading the fine print. It's unfortunate situation. On the other hand, when reviewing Sonic's reviews on this board, there are two common themes. One is full of praise of Sonic, and the other is the complaining ones. When reviewing the complaining ones, there is one common theme about their complains. It is billing issues. The concern here is perhaps Sonic drops the ball on this area. Otherwise, we all won't find this common theme on their complains.

highhatsize
Norm, The Basset For All Time
Premium Member
join:2001-02-08
Madison, WI

1 edit

highhatsize

Premium Member

Re: Common Thread

I like Sonic service, but I agree that their billing practices could be improved with advance warning of a rate increase.

I know that there are three providers here in San Francisco that offer identically priced DSL service, all with promotional rates that automatically pop up to higher rates down the road. However, I was surprised to find that my "no contract" rate was popped up by Sonic after only six months, (when I was compelled to take out a year's contract or pay twice what I had been paying), rather than a year, which I had expected. Had I known that the "no contract" rate was good for only six months, I would have chosen the yearly rate right off.

[Edit: Forgot to mention that I am paying about $8 more a month now than I would have had I taken the yearly contract to begin with.]

That being said, I could cancel Sonic and transition to one of the other companies at their promotional rate, but my experience with Sonic in San Francisco is far better than with the other companies that I have used to date.
JMoen
join:2008-02-13
Danville, CA

JMoen to Biggie

Member

to Biggie
I've been a Sonic.net customer for over five years. They've done a great job of dealing with the DSL transport company (PacBell/SBC/ATT) so I don't have to. Though I've had very few reasons to call Tech Support, I've gotten excellent support when I did. I've felt I've paid a little more (not much more) for the reliable service and premium support I'm getting.

I recently called Sonic.net Sales about upgrading my account for faster DSL speed. I asked them not to quote promotional prices -- my decision is based on the normal price. Of course I'm happy to take that discount for the first year, but that's not how to analyze an offer.

I can't believe some people sign up without clearly understanding what the non-promotional price is.

I also called Comcast and they have promotional pricing also. Nobody is trying to confuse us, they are all just trying to compete. I ended up upgading to Elite-S service with Sonic.net.

Review by twophayse See Profile

  • Location: Fremont, Alameda, CA, USA
  • Cost: $50 per month
  • Install: about 5 days
Good tech support, Consistent speed, Easy relocation
Overpriced services, Questionable billing charges, Inconsistent renewal policies
Only worthwhile if you can't get service elsewhere
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I switched from my old provider to sonic.net since I was too far from the central office to relocate my existing service and still under contract. I was able to get a consistent 384 kbps download speed and great help in optimizing my connection. After a while, I moved and changed my number without any problems with my service, and even noticed a speed increase which I suspect was due to being closer to the central office. Unfortunately, my monthly rate doubled without warning or an option to renew once my contract ended. Ironically, my domain was automatically renewed for another year and added to my monthly bill without any prior communication. In addition, after a change in the billing policy two months worth of the twelve months of service fees I prepaid in advance was sucked into oblivion. Afterwards, I decided it to cut my losses and switch to a cheaper, faster, and contract free service.

member for 18.5 years, 9 visits, last login: 14.7 years ago
updated 16.1 years ago


DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper

Premium Member

Checking your email?

Are you getting emails from our systems consistently? By default, we email all receipts and notices to the Sonic.net mailbox - you can also use our member tools (on the home page) to forward this mailbox elsewhere if you use another address as your primary inbox.

With the domain name that we had registration for you on, you were emailed a notice a month prior to it's renewal, letting you know it was set up for automatic renewal. For domain names, you can change this setting, also in the member tools. You can configure each domain name you own to let them expire, or cause them to be automatically renewed. In either case, you'll get emails prior.

Finally, any changes to your pricing when your initial introductory pricing expired also would have been documented via email. The terms and procedures are quite transparent, and shouldn't come as surprise! That's certainly not what we'd like, and I'm sorry you felt surprised by any changes.

-Dane Jasper

g5magnus
@sonic.net

g5magnus

Anon

Not true.

It is true that Sonic's sales practices are bogus. I have Sonic now and am back at BBR because I am unhappy with Sonic. Here is how ti works: First they hook you with an introductory offer at $13 a month; while doing this they say it may be "subject to change", but that you can lock in a price at $19. They don't tell you that it will change to $39/ month. This is not transparent billing. How many companies force you to read your email each month just to find out if you have been screwed. When I realized this happened, I looked back at my billing and even in the beginning the bills were all over the place for the first four months. Not a single bill was anywhere close to the price they promised. In fact, I had maybe five months when the service was anywhere close to the promised price. When I called to complain, the Representative claimed that I had been informed that the price would rise, which I WAS NOT INFORMED when I signed up. Additionally, their data rate has never approached the claimed rate I am paying for. They tried to blame it on my router, but I have used several routers, and I always get a weak-sauce data rate.

Looser company that poses as a hip little dsl co.

Review by treyadams See Profile

  • Location: Los Angeles, Los Angeles, CA, USA
  • Cost: $90 per month
  • Telco party AT&T
Desire to get things right--friendly service.
Must rely on local carriers.
Great service. Will work until it is right.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

UPDATE: For almost a year I had intermittent connectivity issues and had not been getting anything close to the promised speeds up or down. A technician from AT&T (The local carrier they contract through) came out to the house but found nothing wrong on "their end" when he checked.

Therein lies one of the potential challenges with SONIC. The folks at SONIC care a great deal about making sure you get great service and get things right. They provide GREAT customer service. (It starts at the top. Dane cares and his attitude trickles down.) Unfortunately, they can not control what the carriers they contract through do. You have little recourse if you get a bad technician--as was my case.

They really did want to make it right though. They had AT&T send another person out. This person from AT&T went all over the neighborhood checking connections and making sure their end was right. The result? He found the problem--a loose connection in a junction box across the street and up a pole. D/L speeds are now right in the middle of those promised and service has been spotless.

If you don't speak tech-speak, these guys are great. If you do speak the same language, they are even better. It might take a trip or two from the local carrier, but SONIC will find a way to get things right. Make sure they lean on them to get the job done right. I'll be very sad when I move and have to switch ISP's.

member for 20.3 years, 24 visits, last login: 16 years ago
updated 16.2 years ago


DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper

Premium Member

Reliability troubles

I'm sorry to hear you're having issues with your link. We're generally pretty good at getting loops fixed, so I'm surprised to hear you're having trouble - particularly if you've had service from others at this location which was more stable. I'm going to ask my senior support group to get in touch and look into the issue.

-Dane

Pipi
@63.83.67.x

Pipi

Anon

Scripted Replies?

I don't know that Sonic.net now uses scripted replies too. My, I am surprised that they are going in that direction.
treyadams
join:2003-11-18
Los Angeles, CA

treyadams

Member

Re: Scripted Replies?

Probably not....it just felt that way. At any rate, the REAL issue seems to have been the local carrier. I got a great tech today who went up poles and checked junctions until he found a loose connection. PRESTO!

DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper

Premium Member

Re: Scripted Replies?

said by treyadams:

Probably not....it just felt that way. At any rate, the REAL issue seems to have been the local carrier. I got a great tech today who went up poles and checked junctions until he found a loose connection. PRESTO!
Excellent, glad to hear it!

-Dane

bobrk
You kids get offa my lawn
Premium Member
join:2000-02-02
San Jose, CA

bobrk to Pipi

Premium Member

to Pipi
Another sad tired anonymous Sonic basher. Don't you guys have something else to do?
treyadams
join:2003-11-18
Los Angeles, CA

treyadams

Member

Re: Scripted Replies?

Like I said, they are nice people. They just have to rely on others to get work done for them. Did you even bother to read the post or did you just want to rip on someone today?

bobrk
You kids get offa my lawn
Premium Member
join:2000-02-02
San Jose, CA

bobrk

Premium Member

Re: Scripted Replies?

I wasn't responding to you as the message threading shows.

DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper to Pipi

Premium Member

to Pipi
said by Pipi :

I don't know that Sonic.net now uses scripted replies too. My, I am surprised that they are going in that direction.
What are you talking about??

-Dane

Review by dii3 See Profile

  • Location: Sunnyvale, Santa Clara, CA, USA
  • Cost: $18 per month (12 month contract)
  • Install: about 7 days
  • Telco party AT&T
Quick to install, MIR processed fast
Poor billing and statement hard to read billing trap
avoid it if you can (sure you can!)
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I read some positive reviews before I signed up for sonic.net DSL. However, after a while all bad things you can imagine happened. I moved and had it transferred and then they billed me hefty price than the promotional one while the service was not even up and told me I should have told them to cancel the service while my phone line had not been up!

Finally, I managed to have them credit the automatic charges back to my account (not to my credit card) and then the problems occurred when the contract expired. I was told previously they would contact me to offer a new contract but it never happened and then the price skyrocketed to a much higher one ($18.95 to $49.95). After I called back, they offered something with one year contract $7 higher than the one for new customers. I cant understand the logics and was also told they would not refund unused portion of my advanced payment. But you had to pay for $49.95 partial of the last month because they rounded the billing from 7th to the end of month!

The only way I could be happy with them was:

1. Managed to have it installed on the 1st of the month
2. Canceled the service exactly at the end of the 12th month
3. Joined as a new customer

This was really bad experience similar to adding that of your landline phone and wireless altogether!

Avoid it! Otherwise, you will regret soon!



member for 16.3 years, 19 visits, last login: 16 years ago
lodged 16.3 years ago


DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

1 recommendation

DaneJasper

Premium Member

Sorry it didn't work out

I'm sorry that the service didn't work out for you.

Please understand that introductory rates are loss leaders - we take a loss. The hope is that you will choose to stick with our service in the long run, at a sustainable price point. It is simply not possible for us to stay in business and continue to provide the high quality of customer care and support at loss leader introductory prices.

Sonic.net is not positioned as the lowest priced Internet provider. If price is your only factor in selecting a provider, we are probably not the best fit. We provide on shore support without scripts, friendly staff, and an excellent network and features. Our hope is that any price difference is well worth the lack of aggravation that you may encounter when dealing with the phone or cable company.

-Dane

Basperdo
@cebridge.net

Basperdo

Anon

Re: Sorry it didn't work out

Dan, I don't think he is whining about the price. Here is what he said,

" I moved and had it transferred and then they billed me hefty price than the promotional one while the service was not even up and told me I should have told them to cancel the service while my phone line had not been up!"

His phone line had not been up, and your firm billed him at the price that is more that the promotional price he was promised.

Please, address the issue! It has nothing to do with Sonic is more expensive than other carriers.

DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper

Premium Member

Re: Sorry it didn't work out

Sorry, I didn't get that point.

This does sound odd - will the original poster please IM me their Sonic.net username here, or email, dane@corp.sonic.net? I'll need to look into the specifics of this situation.

-Dane
dii3
join:2007-12-05
Sunnyvale, CA

dii3

Member

Re: Sorry it didn't work out

I was charged for Nov and Dec 2006 when there was no phone line but had solved the problem later after 4+ calls (added up to more than 2 hours) and got the credit to my account. And I was told it was for internet service because I did not call to cancel.

I called to cancel my service effective on Jan 1, 2008 and then noticed that I was charged for Jan 1 to Feb 1 2008 again! I found one similar case here from another review.

When I called to cancel my service, billing department told me that they would delete my credit card so I would not be charged again since I have paid up to Jan 1, 2008.

If you could take a look at the account and have your billing department to credit that back to my credit account, that will be great. It is more frustrating that I am still being charged for service after cancellation!

I am going to IM you my user name.

ocd
@cainetworks.com

ocd to DaneJasper

Anon

to DaneJasper
Sonic.net 's Internet service is the best. But its billing department seems running by one slow acting girl, who does not respond quickly, and its charge is confusing in the past.

Sonic's Internet services' reliability and the best technical support worth every penny. Its accounting department needs to learn from its technical support department, or get replaced.

Review by ben76 See Profile

  • Location: Fremont, Alameda, CA, USA
  • Cost: $13 per month (12 month contract)
cheap while in contract, reliable
lousy billing, overcharged at termination, very high renewal
they don't make it worthwhile to stick around after the contract's over
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

The main sticking point for this bad review was an obvious overcharge on my last bill after the termination of my services. I made the mistake of terminating 3 days before the end of the one year contract. Termination was made on 9/18, and my actual contract ended at 9/21 However, this was due to misinformation on their website. The information under member tools had always stated 9/14 as the start date of my 1 year contract, so I thought I was safe canceling on the 18th. Here were items off my last bill:

Description Unit Price Total

-----------------------------------------------------------------------

Credit DSL - Prorated Express Residential 36.15cr 36.15cr

510XXXXXXX from 2007-09-18 to 2007-10-10

Credit DSL - Prorated FUSF 510XXXXXXX from 0.81cr 0.81cr

2007-09-18 to 2007-10-10

Charge DSL - Early Termination Fee 1.29 1.29

2007-09-18

Charge DSL - Prorated Intro Pricing 3.70 3.70

510XXXXXXX from 2007-09-18 to 2007-09-21

So a termination fee for an early cancel, whatever, just $1.29. That I could forgive, although I got it wrong only because of their obfuscating billing that told me my contract started on the 14th. I can't log in any more to prove it.

What wasn't right to me was the $3.70 charge they also charged for service to the end of the contract. I thought it was probably a mistake, since you can't both charge a termination fee and also force a customer to pay the remaining contract. You could reasonably do one or the other, but not both. By the way, when I canceled, they never warned me I was canceling within my contract and that I was going to get charged for this.

I sent a quick email back explaining the overcharge. However, after sending 3 other replies with customer service, they reiterated the early termination, which I was ready to let it slide despite that they had caused the confusion that led to it, but the service rep kept on ignoring my question about the $3.70 charge for the 3 days that I had no service.

The amount is not big, but I'm just annoyed by how they handled this. They were nice when I signed up, and they clearly didn't care about me when I canceled, and they seemed happy to stick you up for the last penny they could squeeze out of you where ever they could find reason to do so. New customers aware. Be careful when you sign on and remember exactly your starting date. Fortunately I was only off for 3 days, or it could be worse for you.

member for 16.5 years, 4 visits, last login: 16.5 years ago
lodged 16.5 years ago


DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper

Premium Member

Miscommunication

I think you're right that the explanation is wrong, and it makes little sense. I don't think the billing is wrong, I think we're all just a bit confused by it.

Please IM or email me your Sonic.net username and I'll obtain a clearer explanation for you! My email is dane@corp.sonic.net. Thanks!

-Dane

Review by userkc See Profile

  • Location: San Jose, Santa Clara, CA, USA
  • Cost: $17 per month (12 month contract)
  • Telco party AT&T
I don't think I have call support for help. I think I had only one outage over one year period
I think connection is mildly worse than pacbell
Not bad, it is ok. Just after promotional period, the pricing is high. Can be more than others.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I have used sonic.net for about 1 year. I switched from pacbell to
sonic.net for their promotional rate 14.99 a mouth with 1.5Mbps/384.
The porting of my service from pacbell to sonic was rather ok. I do
however remember they kept making mistakes on my email account and causing
me some headaches on setup and configurations. Other than that, nothing
major happened. I did not have to call tech support many times. I don't
really have a whole lot good or bad to say about them.

Just my feeling about the Sonic.net is that, somehow the service or
connection is not as good as pacbell especially for connection to overseas
websites. I seems to have more delays and page could not be found. I
don't have solid data to back up my thoughts. It is just day in day out
going online and web browsing say there are some differences.

One thing about the sonic.net, my account supposely has dhcp and dynamic
ip. I found out my ip address is always the same regardless how many
times I release the ip. That makes my pc more vulnerable for attack as I
can not change my ip.

Anyway, my one year's term is up, they offer my 24.9x a month for the same
service I have been getting. That is a 66% raise in price. Right now, I
am moving onto something else for lower price. Have not decide where but
search is on.

member for 16.1 years, driveby review (so far)
updated 16.6 years ago


Review by ML3 See Profile

  • Location: San Francisco, San Francisco, CA, USA
  • Cost: $50 per month (12 month contract)
Actual service is comparable with other DSL providers
Unclear pricing scheme, deceptive practices, automatic charges for future service
They engage in questionable business practices once they have you signed up
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I originally signed up with Sonic because I had heard they had good customer service. However, after 2 years with them I can say that is definitely NOT true and I should have stuck with AT&T.

First, after almost one year with them I moved, and since I hadn't had any problems, I decided to just move my service. However, what they failed to mention until I called upon receiving my bill is that they have a counter-intuitive and hidden policy to sign you up for a new one year contract automatically at a higher price when you move. So while my introductory rate was around $16/month, I was now signed up without my knowledge for one year at $31/month (I could understand if the price increased after the contract was over, but starting a new contract at this price without any warning is completely ridiculous). I have yet to find anything in any of their documentation detailing this policy, and no one mentioned anything when I called to have them move the service. Had I known this, considering that I was only one month away from finishing my contract, I wouldn't have ever signed up at the new rate as I could get comparable service without a contract for a lot less elsewhere. And even with AT&T, after the first year of promotional pricing, if I signed a new contract I was still offered a more competitive price, for exactly the same service. Also, there was quite a bit of lag time between when the service was moved and when the line was free to be signed up for new service. The person still living in the old apartment wasn't able to even sign up with a different provider for new service until almost two weeks later, though this may have been more AT&T's fault than Sonic's, though neither was particularly helpful in figuring it out.

The other thing that bothers me is that Sonic automatically takes money out of your account with each billing cycle (unlike every other business where you are given a bill that you then pay by a due date), but they charge you in advance for future service. When I signed up I was told that was the only option available, I don't know if that's still the case or not. So now that I am FINALLY out of this bogus contract, I am now getting pre-charged for next month. My contract ends on the 6th, but they've charged me through the 20th of next month at an even HIGHER rate of $50/month. And I'm being told there is no way to get a refund once I've been charged. So I needed to give them notice a month in advance of my contract ending in order to not get charged $50/month for just basic DSL service.

In summary, if you are thinking of switching to Sonic I would not recommend it at all. They are not an honest company, and just when you think you understand what you are being charged, they come up with another way to lock you in for more money. I will be glad when I am finally through with having to deal with them.

member for 16.6 years, 9 visits, last login: 14.5 years ago
lodged 16.6 years ago

Ulmo
join:2005-09-22
Aptos, CA

Ulmo

Member

Besides monetary practices they seem ok.

Those are their billing practices unfortunately; I've already lost one bank account due to them.

However, their madness is mostly (mostly) about charging you without notice and subterfuge of what charges there will be, not making up bogus charges. Talking with billing about issues not related to their bad points is rather pleasant when necessary, and they are often effective and good in that respect. I recently had two accounts with them, each with an attached DSL, and one contract was finished, so for financial reasons (certainly not preference) I had to cancel one DSL connection and one account. Unfortunately, the DSL connection I didn't need (even though I still wanted it) was connected to the account I needed to keep (lots of other services and files), so they nicely (only on the telephone though, no email allowed, but all in understandable native English without accent nor unduly repeating myself) first turned off the unneeded DSL connection, then moved the DSL connection I need to the account I need to keep, then turned off the extra newly naked account. I had to call for steps 1 (disconnect unneeded DSL) and 3 (turn off naked unneeded account once DSL moved to account I'm keeping), but they were insistent that step 2 (move DSL connection from one account to other account) was in their process without my intervention, which was true. The whole process took about a week, and they were very nice about it, and there were almost no complications or confusions. So, billing is good for many issues, but they definitely have a devil side. Billing is also the department that interfaces with AT&T for ordering your service, so it's best to understand that they handle the quality of your connection at at least one point, so don't get them overly mad at you.

Technical support is indeed better (e.g., real native person advantage), and the services are generally not encumbered (which is the main reason I got and keep them).

Review by j4forum See Profile

  • Location: San Jose, Santa Clara, CA, USA
  • Cost: $84 per month
Technical support
Billing dept
Watch out for end of contract suprise. Your monthly bill will be 4 times more than normal
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

My contract end on early July. I check sonic website and see that the on going rate is around $30 for pro package. I though that what I will get charged with that rate. Big mistake. The next month bill go from $25 to $84. I think this is an "ambush policy". I called and was told the on going monthly rate is ~$62 and was offered that if I sign another year contract, it will be lower to $30. Should they contact me before this happened? As a customer, I feel this is a very bad practice. I wasn't very happy so I decide to cancel my service immediately and move on to another provider.

member for 16.9 years, 1 visits, last login: 16.6 years ago
updated 16.6 years ago


DaneJasper
Sonic.Net
Premium Member
join:2001-08-20
Santa Rosa, CA

DaneJasper

Premium Member

Intro pricing does expire

Thanks for your posting.

When your introductory pricing ends, you'd have gone to the out of term rate - currently $59.95 for Pro dynamic service. Static IP service would be more expensive. If the terms we've got with SBC-ASI let us re-term the loop for lower costs, we can generally offer a loyalty re-up at a more competitive rate, if you're willing to make a new commitment.

We did send you an email letting you know that your intro term had ended and that the rate was going up. You can also find the out of term rate on every receipt we send you, every month, so it shouldn't be too much of a surprise.

-Dane

Veloslave
Geek For God
Premium Member
join:2003-07-11
Martinez, CA

1 edit

Veloslave

Premium Member

Why move on to a different (and inferior) provider?

Maybe you are new to using an ISP but it appears that you have no clue about how promotional or annual contract rates work. The company you change to will do the same exact thing yet with Sonic they offered an awesome deal on the pro package for $30.00 to you. These rates are offered at super low prices (a loss for the company) to get you in the door so you can get used to the best provider around.

Now with the new provider you will be in the same exact boat but with crappy service. The bullet hole in your foot was put there by yourself... DOH

Go back to Sonic... I have tried every ISP around and guarantee there are none better in the business.

{disclaimers}

NONE! Just a very happy customer

Mostly happy
@sonic.net

Mostly happy

Anon

Customers need to be vigilant.

This is SOP for Sonic, and indeed, many other companies, and not just ISPs.

Dane points out that you were notified that you were leaving the intro period. Perhaps that's a new policy (and it should be, if it isn't), but I've never received any notice that my intro term, or contract was up, during my time as a Sonic customer. Just the new higher bill.

The first time it occurred, I discovered that you have to be proactive and contact Sonic to be offered the competitive (but slightly higher) rate that's available if you're willing to commit to a new term. That's the open secret procedure one has to follow.

Fast forward to just prior to the end of my next commitment. Having learned from the past experience, I proactively contacted Sonic to let them know that I'd be willing to do the same again (new contract, new deal), and was told that such deals were no longer offered, but I could keep the discounted rate on a month-to-month basis.

You can guess what happens next. The next invoice arrives at full standard pricing.

Once again, I had to contact Sonic to straighten out a situation that I had sought to avoid in the first place. To their credit, they were apologetic and said I was given erroneous information by the sales dept, and fully credited the difference.

In every other respect, Sonic is a top-notch operation; support, service, and responsiveness. For whatever reason, the billing/sales dept. is just not up to the standards the rest of the company sets, from misinformed salespeople to convoluted invoices designed for accountants.

And hey, how timely. I get to contact them again tomorrow to see why my latest invoice has suddenly jumped 19% when I'm on a contract.

I like the company, but wished it was consistently, not just mostly good.
noel5
join:2002-03-19
Chicago, IL

noel5

Member

Re: Customers need to be vigilant.

sign up for dslextreme...they won't do this to you

Bummer Billing
@sonic.net

Bummer Billing to Mostly happy

Anon

to Mostly happy
"In every other respect, Sonic is a top-notch operation; support, service, and responsiveness. For whatever reason, the billing/sales dept. is just not up to the standards the rest of the company sets, from misinformed salespeople to convoluted invoices designed for accountants."

I have to agree. The actual service has been acceptable, but the salespeople seem to be either overworked or under-educated. I went through round after round of e-mail exchanges recently just to get a clear answer on pricing that included all the fees, not just the "nominal" price.

Sonic seems to be trying to clear up the bill format, but for me, it has just gotten worse. My regular bill during the intro year was about $16/mo. After the convoluted salesperson-e-mail experience, I decided to just go month to month for a little. My first bill after the intro period expired was about $45, and I expected that. It was close to what the salesperson had told me the fee would be without a new year-long contract.

However, with their newest billing format, my second bill after the intro period expired was nearly $80 for a month of service. That's really painful, and was not what I expected at all. I really would have appreciated an estimate, but I guess they are trying to just slam it through the accounting department and will ask forgiveness later.

Meanwhile, I'm waiting for someone at sonic.net to send me an estimate of next month's bill, which will, they say "be [more] consistent and easier to read."

At this point, I'm not sure how many customers will stick around for the new and improved consistency. I once worked at an ISP/host that was under billing, and their solution seemed similar. "We'll charge them a ton this month after under billing for years, and if they leave, well, we didn't need them anyway, nor could we afford to keep them at the old rate." I understand the financial reality, but an estimate goes a long way in keeping goodwill.

I feel abused a bit, and I feel sorry for the staff at Sonic.net, too. It must suck to work there right now. I'd hate to have to answer the calls of many angry customers.
Bummer Billing

Bummer Billing

Anon

Re: Customers need to be vigilant.

Update:
Their reply was, no surprise, incomplete.
They still haven't trained staff to read e-mail thoroughly, or haven't hired enough people to handle the crush, so I've had to send another message to get my questions answered.
It seems to be company policy to not include nor cite parts of previous messages, so I have to copy and paste the whole conversation back in every time. So frustrating! It seems like a little thing, but I'm starting to believe that this is a big part of the reliable communication failures.