Here is the situation: I am an existing Sonic Fusion customer who lives in Santa Rosa & I love love love my service. I love Sonic. I am pleased to not be with AT&T anymore. My elderly parents live on the San Francisco peninsula and I helped them set up their DSL through AT&T a couple years ago. I saw that they could now get DSL Elite through Sonic and I wanted to switch them, however the new policy with Sonic is a required modem rental. When I called Sonic I was told that we would have to accept the rental at least for the first month and then if everything worked out alright, we could cancel the rental. The rental price itself isn't a dealbreaker, but the implementation and cost to do it this way definitely is! It means I would have to drive down to install the new modem because my parents are not able to do this themselves (I am 100% sure the modem they have now - which they got through AT&T so it is on the same configuration - is completely compatible). This would cost me a full day and $100 in gas AND I also find it an exasperating nanny-rule that insults my intelligence.
I can appreciate that Sonic doesn't want to spend a lot of time troubleshooting random hardware, but to not even have the option to escalate my concern and waive support because I am not using the proscribed modem...I don't like that. All Sonic needs to do is say _ if you aren't on XYZ modem _ we will not help you troubleshoot your connections. That's what Linden Labs does, if you aren't on their viewer, they say, well we can't help you unless you are using our viewer; once you are on our viewer, we will give you all the help you need.
Thank you for your kind attention.