RG Rental Return Issue - Price Hike

[HomerSF]

I am also in a similar situation. My fiber was installed on 2/23/17, but I pre-ordered on 11/30/16 (before the price increase to $50). The first billing specialist I spoke with maintained that not renting the RG would bump the monthly to $50. I spoke with a second billing specialist and referenced this thread. After speaking with his supervisor, he confirmed that they would honor the $40 rate for 12 months, even without the RG rental. Although I am a bit disappointed I had to reference this thread, I do believe Sonic did the right thing in the end. In particular, I would commend the second specialist for following up with an email to confirm. I'm pretty sure this would have been a much more difficult interaction if it were Comcast.

If it helps any, I was told they would have a discussion with all customer service reps to make them aware that Sonic will honor the $40 pricing for customers who pre-ordered before the price hike, even if you do not rent the RG.

[jerrywu]

I just fell for the same trap. Damn it!
I thought leaving comcast would help alleviate these stupid hidden charges.

I can't return my router without having to pay $0.50 more per month than with router. Plus I lost technical support.
I ask the sales rep this back when I order and none of this was mention. All I was told was that I could return the router if I don't like to use it.

So shady, must be learning from the comcast playbook.

[rtrinh]

That's a bit weird. I was warned I would lose in house wiring tech support if I send back the RG.

But I do think it's possible on Sonic's side they assume if you are sending back the the RG, you will know you will lose that part of tech support and that you can handle troubleshooting your own in house wiring.

From my emails:

Sonic: I do want to make sure that you are aware that once you start using your own router, if you have any issues with the service and they have to send a tech out to you, you could be charged a truck roll fee of $75. That includes a half hour of service, and each additional half hour is $25. When you use our equipment, there is no fee to have a tech come out.

Me: I just want to clarify about the truck roll. The fee charge will happen if the copper inside the house after the ONT needs work, but if the actual fiber or ONT device itself needs service or replaced I will not be charged a truck roll fee correct?

Sonic: Yes, that's correct. You would not be charged for problems with the fiber outside the house or problems with the ONT. It's only dispatches related to the copper and equipment past the ONT that would incur charges.

[alexz]

Yep on the phone with support now and being told that returning the modem will remove the discount…

[pockyken007]

modem is part of the bundle and therefore part of the deal returning it voids the deal ... therefore removing the discount .

[alexz]

modem is part of the bundle and therefore part of the deal returning it voids the deal ... therefore removing the discount .

Funny, that directly contradicts what Sonic employee "Mike N" posted in this thread. Go figure.

[pockyken007]

modem is part of the bundle and therefore part of the deal returning it voids the deal ... therefore removing the discount .

Funny, that directly contradicts what Sonic employee "Mike N" posted in this thread. Go figure.

I guess they can honor the deal upon their discretion normally though I was under the impression they wouldn't maybe some things have changed

[miken]

I apologize if my last post caused any confusion.

Opting out of the rental equipment removes any promotional discounts. There were a small subset of customers however that ordered service before the price change occurred (when our price was a fixed $40 with no discount) and by the time we got service installed, the price had changed to $50 with a $10 discount for the first year. This has been fixed in our system and anyone in that situation will be given the correct information when they call in to opt out of equipment.

[Jason]

Hey Mike,
I just called and told the rep that I preordered before the rate hike, yet he still told me that I would lose the promo discount if I returned the RG. It wasn't a promo when I pre-ordered. Who do I need to talk to to get this resolved?

[miken]

Hey Mike,
I just called and told the rep that I preordered before the rate hike, yet he still told me that I would lose the promo discount if I returned the RG. It wasn't a promo when I pre-ordered. Who do I need to talk to to get this resolved?

If you log into the Forums with your account and send me a PM I'd be happy to investigate!