Sonic is charging us more than they charge new members

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5 posts Page 1 of 1
by zer0icee » Thu Jul 22, 2021 8:35 am
I found out today that new internet at my address costs less than half of what I pay. I called thinking maybe this was a promotion and they could help me out. I was told that no this is not a promotion, but that new members now pay less than existing members and that they would not and apparently could not transition us to the lower cost service. Not only that I was told if I tried to cancel and res-subscribe that I could have up to two weeks of no internet. I suggest you check to see if you are being ripped off as well.
by briancw » Thu Jul 22, 2021 11:49 am
Hi Zer0icee,

We're very sorry about the situation that you're in. With your service there isn't a direct upgrade path. The reason isn't due to a technical limitation rather a contractual one. Your current service and pricing were provisioned under our previous contract with AT&T, and the new offerings are under a different contract with AT&T. While AT&T allows for us to continue to provide you your current service they do not allow for us to upgrade you to the new offering under the new contract.

The process to upgrade from here requires disconnecting the service then reordering under the new contract. Sadly that comes with the associated downtime. We have certainly been pressing AT&T for a better option. But so far, the only option that is possible is to disconnect and reconnect and only do-able of course if the circuit is beyond the initial one year term.

We're very sorry for the frustration caused by this circumstance.

Kind regards,
Brian W
Community & Escalations Specialist
Sonic
by bruharris » Fri Aug 27, 2021 1:57 pm
Hey, Brian, I get where you're coming from, but just so you'll know, your guys did a pretty crappy job of negotiating the new contract with AT&T. There's no reason why you couldn't have negotiated a deal for your current customers. I've been negotiating multi-million dollar contracts for many years, and you could have made that a contingency, even if you had to, say, charge a one-time fee to your current users to get the new rate.

Let me know the next time you folks are going to negotiate with them. I'd be glad to help. It's a bitter pill to have a Hobson's choice like this - either cut off your Internet for a couple of weeks, or get screwed on the price you're paying. I am not a happy camper.
by eespinoza » Sun Nov 21, 2021 11:01 am
Any upgrade paths yet?

I want to get a lower rate, but don't want to cancel or lose my land line number in the process.
by mfrazier » Wed Nov 24, 2021 7:50 am
Hello Brian,

Long time sonic customer (for now). I have stayed with sonic for the past 20 years because I liked the customer service.

On Monday this week, my VDSL modem died. SONIC (no ATT to blame here) would not allow me to pick up a new modem even though I live in Santa Rosa. My receive date is for the new modem in Saturday due to holiday shipping. There excise was the pandemic. All they had to do was set a box outside when I called but “that is not possible.

I had a simple request to pick this up and sonic failed. They also charge more than other higher speed options in the market FOR EXISTING CUSTOMERS.

High prices, better treatment of new customers than existing customers and now bad customer service from SONIC will make me change providers.
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