mediahound
join:2008-02-19
Richmond, CA
 ·SONIC.NET
 ·Comcast
 ·HostGator
·Dreamhost
·1and1
·EngineHosting
·ixwebhosting
| reply to Snypes
Re: You've come back!
I've already been in contact with your incompetent billing/sales/customer support staff members. They said I would be refunded this latest charge but guess what? They refunded back to my credit card an amount lower than they charged me.
Is Sonic.net really this incompetent? Wait. I don't need to ask, I have my answer. |
|
Snypes
join:2003-12-29
Santa Rosa, CA
| reply to mediahound
Hello, I feel for you. There is the occasion with DSL customers where things just don't work out. However your statement regarding charges is somewhat concerning. If you could send me your login name I will be happy to look into this with our billing group and see what needs to be done to straighten this out. I assure you this will not in any way reflect poorly on yourself. I have worked for this company for a long time and our practice has never been to drag an ex-customer through the mud but more to help them with their transition so they hold us in a better light in case the future brings them back our way. I am of course sorry things did not work out but I am willing to help untangle the issue so you can move on.
Thanks! |
|
mediahound
join:2008-02-19
Richmond, CA | reply to DaneJasper
A month later, you charged my credit card for service again; service that was never connected and that I do not have. You have got the worst billing practices I've seen and your customer service is lacking in every respect! |
|
DaneJasper
Sonic.Net
Premium,VIP
join:2001-08-20
Santa Rosa, CA
clubs: | reply to mediahound
You were not charged for the modem, sorry for any confusion.
-Dane |
|
mediahound
join:2008-02-19
Richmond, CA
·SONIC.NET
·Comcast
·HostGator
·Dreamhost
·1and1
·EngineHosting
·ixwebhosting
4 edits | reply to mediahound
I canceled a re-connection with Sonic and they charged me for the DSL Modem (which they did not ship out because I canceled the order) as well as $18.95 even though the connection order was canceled before it was even connected. I was told by their Sales department that I would not be charged anything since I canceled the order in time, and that she was able to grab the modem so that it wouldn't ship out to me.
Now several days later, Sonic customer support is saying I need to return the DSL modem in order to receive my money back. Hmm... I can't return something that was not even sent out to me. Look at the UPS tracking, no DSL modem was send nor delivered to me (tracking# 1Z60Y81A0397524578).
Sonic's customer support remains horribly inept. |
|
DaneJasper
Sonic.Net
Premium,VIP
join:2001-08-20
Santa Rosa, CA
clubs: | reply to mediahound
If you'll IM or email me an address, I can send you loop details.
Fusion is CO based - we don't have RTs yet, so that is a limiting factor. However, with products in the pipeline at up to 30Mbps/5Mbps, it's exciting stuff.
-Dane |
|
mediahound
join:2008-02-19
Richmond, CA
·SONIC.NET
·Comcast
·HostGator
·Dreamhost
·1and1
·EngineHosting
·ixwebhosting
| reply to DaneJasper
I think I'm too far from the CO (what are the max. distances and how can I find out how far away I am?) but the area I'm in (Richmond Marina Bay) has a lot of new homes coming up so it would really make sense for AT&T to put in a remote terminal or something if they haven't already in the area.
I did see AT&T digging up the sidewalk and doing some work about a month ago but am not sure what they were doing. |
|
DaneJasper
Sonic.Net
Premium,VIP
join:2001-08-20
Santa Rosa, CA
clubs:
| reply to mediahound
Keep us in mind for the future, we are building ADSL2+ (our Fusion product) into the Richmond CO, so if you are close enough, those products are coming.
Shortly we are introducing Annex M (higher upstream) and pair bonding (doubles speed) on this product set.
Richmond is in process now, about five and a half months ETA. Perhaps we can earn better scores from you someday if/when we can deliver that product for you.
-Dane |
|
mediahound
join:2008-02-19
Richmond, CA
·SONIC.NET
·Comcast
·HostGator
·Dreamhost
·1and1
·EngineHosting
·ixwebhosting
| reply to wa2ibm
I didn't go back after all. Decided that I really needed the speed. DSL's up speed is simply too slow especially now that I'm shooting HD videos and uploading them sometimes.
While Comcast probably isn't as reliable as DSL, I decided it's a risk I'm willing to take instead of suffering through slow speeds of DSL. I suppose the ideal thing to do would be to pay for both however that can really start adding up when you factor in the charges over a few years. |
|
DaneJasper
Sonic.Net
Premium,VIP
join:2001-08-20
Santa Rosa, CA
clubs: | reply to wa2ibm
Yup - no UVerse wholesale, at least for now. I suspect that FIOS going wholesale might help with that, but who knows.
We are working toward RT deployments, but it'll be a while before we get all the issues solved.
-Dane |
|
wa2ibm
Premium
join:2000-10-10
San Jose, CA
| reply to DaneJasper
I'll be waiting quite a while. My location is much too far from the Almaden CO. My first non-dialup connection was circa 2001 via IDSL (remember NorthPoint/PSN/Telocity/DirectvDSL?). My Sonic ADSL is via one of the Almaden RT's. There's a new AT&T VRAD just down the street, but that's off limits for you. 
Bill |
|
DaneJasper
Sonic.Net
Premium,VIP
join:2001-08-20
Santa Rosa, CA
clubs: | reply to wa2ibm
Don't write off Fusion - I'd really like to see many more Bay Area COs built.
That said, if you're more than a couple miles from your CO, we don't have an RT solution in the pipeline just yet.
-Dane |
|
wa2ibm
Premium
join:2000-10-10
San Jose, CA
| So, you see one of the many reasons I continue using Sonic (reliability).
I too have Comcast HSI in addition to my Sonic connection. I have a multi-WAN router that allows me to use both at the same time. Since Sonic allows servers, all my inbound traffic (mail and web) comes in that path, while I use the Comcast connection for my VPN's (to keep that traffic from interfering with my web users). My outbound requests (mostly web) goes out either connection, depending on the phase of the moon. That confuses some web sites (mostly banking), but I've worked around that.
Bottom line: I'm sticking with Sonic, I'm just disappointed that I'll never see their Fusion Broadband product here in San Jose. |
|
