Price increase--a bad look.

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
29 posts Page 1 of 3
by diamondhaber » Sun Apr 23, 2023 9:40 am
I've been a Sonic customer for longer than I remember--maybe 10 years? And I've been a Sonic evangelist--I've referred dozens of people, and touted Sonic's goodness to anyone who will listen. And I pretty much never to that about any business.

So I am doubly distressed by the way Sonic handled its recent price increase. I don't have much to say about whether it's justified, though after the months of increased junk fees, it feels a bit bad.

But what has me moving from strong supporter to less so is the way it was handled. Because we are all forced to auto-bill, I have little cause to look at the document ATTACHED to the monthly email notifying me of my bill. But we occasionally get other emails from Sonic; indeed, from Dane, about important issues. Surely, a roughly 20% increase in our bill is important enough to give us an explicit heads up.

I've seen a number of topics in these forums complaining directly or indirectly about it (either amount of method). And no response from Sonic. I know growth inevitably changes a company, but if Sonic really wants to keep its very loyal core customer base, they need to do better.

Thanks in advance, @Sonic and @Dane
by chorgan » Mon Apr 24, 2023 9:03 am
Same.
by toyrobot » Mon Apr 24, 2023 9:09 am
Having been a customer for 3 years now, they have raised the minimum charge by $10 per year. They are now charging $60 amonth not including fees, which add another $16.28. I had switched over from ATT because of the rates, but now ATT is less money for the same service. That's disappointing...
by joeyyung911 » Mon Apr 24, 2023 10:44 am
"Same service"?? Explain.
Excelsior, Sonic Fiber
by spencerw » Tue Apr 25, 2023 9:32 am
Thank you for taking the time to provide us with this feedback! We always strive to deliver the best possible services with great customer support so we are sorry to hear you feel this way regarding the notification of our price increase. We have received similar feedback about this and it helps us in determining what we can do to better provide information in the future. We do our best to keep our prices as competitive as possible however we understand we may not be the most affordable in all areas but do believe our 10gb symmetrical fiber is a great value for the costs. We are constantly looking for ways to improve our communication and appreciate your support!
Spencer W.
Community and Escalations Specialist
Sonic
by maranha » Tue Apr 25, 2023 10:21 am
I happened to look at my credit card statement and caught this latest "base price" increase. But there definitely was no explicit advance notice. My bill has gone up 21% in the last 18 months. I'm paying the same for 1Gbp service as others pay for 10Gbps and I'm forced to keep the integrated phone service which comes with the hefty "taxes". Price gouging long time customers!?
by loherj » Tue Apr 25, 2023 4:39 pm
maranha wrote:I happened to look at my credit card statement and caught this latest "base price" increase. But there definitely was no explicit advance notice. My bill has gone up 21% in the last 18 months. I'm paying the same for 1Gbp service as others pay for 10Gbps and I'm forced to keep the integrated phone service which comes with the hefty "taxes". Price gouging long time customers!?
We price our service at the same rate if it's 10Gbps or 1Gbps. We don't believe in tiering speeds and try our best to get the best speed possible for everyone on our service. When we initially built out our fiber network, we could only offer 1Gb service, but now we can provide that 10Gb line to every customer we pass with new builds. This doesn't mean our earliest adopters won't be able to switch to 10Gb in the future, but it requires some back-end work and upgrading physical infrastructure in areas we already delivered 1Gb service. We're working on a way to offer that upgrade for users, and we hope to have it available soon. We also provide a data-only version of our 10Gb service, which does away with those taxes. If you have any further questions about it, please let us know. 
Jacob - Community & Escalations Specialist
Sonic
by joeyyung911 » Tue Apr 25, 2023 7:38 pm
maranha wrote:I happened to look at my credit card statement and caught this latest "base price" increase. But there definitely was no explicit advance notice. My bill has gone up 21% in the last 18 months. I'm paying the same for 1Gbp service as others pay for 10Gbps and I'm forced to keep the integrated phone service which comes with the hefty "taxes". Price gouging long time customers!?
Hiarious!! Someone subsidized YOU to get 1Gbps to your neighborhood, while they were on DSL.

"Price gouging long time customers?!" Acting like you didn't get that discount, you could've quit after the first year,
Excelsior, Sonic Fiber
by maranha » Wed Apr 26, 2023 3:04 am
If I remember correctly I was charged the "fiber rate" for a number of years when my line was still AT&T "copper". And looks like they did it again - I've been subsiding the 10GB now.

When exactly will the 10GB internet-only happen?
by jacob.karinen » Wed Apr 26, 2023 9:37 am
maranha wrote: When exactly will the 10GB internet-only happen?
Hopefully soon, I don't have any concrete dates that I can pass along. As Jacob wrote above it does require some back end work which we're getting through as quickly as we can. When it is available you can upgrade through either members.sonic.net or by reaching out to our support team.

With our pricing it may feel like you're subsidizing build outs of other services but that isn't the case. There are no tiered speed rates and we really do try to get everyone the fastest speed possible based off the connection they have with us. So when you do get a chance to upgrade you won't see any increase in your monthly bill, and if you choose data only, you would actually see a decrease in your monthly bill.
Jacob K.
Community and Escalations Supervisor
Sonic
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