I would like to share my recent experience with Sonic.net's tech support. They are 2nd to none!
A couple months ago, I noticed that my speed was dropped from 14mbps to 6mbps. I ringed support, they pointed out that it was capped at 6mbps by some automatic monitoring tool to stabilize my speed. Little history, my speed was fine at 14mbps for the first several months, then the connection disconnected every day until there was a modem reboot. I contacted the tech support a few times. I guess the problem was eventually resolved by capping my line at 6mbps that I wasn't aware of.
So I told the tech this time that I was getting a consistent speed at around 14mbps in the beginning. After a series of tests, the tech uncapped my speed and asked me to test at a different phone jack and at a phone box(?) outside to see if it's inside wiring. Luckily it didn't take long to reproduce the problem. I ringed tech support again, they were going to ship me a replacement modem since mine was still under warranty. The connection has been very stable ever since with the replacement modem! Thank you so much!!!
Keep up the good work!
A side note, I was against the modem rental fee at first, but after this experience, I would jump on it for the peace of mind when my modem is hosed next time(knock on wood)! I wish the modem quality could be better though. My first one couldn't even last for a year. Kinda wonder what the average lifespan of the new modem is.
A couple months ago, I noticed that my speed was dropped from 14mbps to 6mbps. I ringed support, they pointed out that it was capped at 6mbps by some automatic monitoring tool to stabilize my speed. Little history, my speed was fine at 14mbps for the first several months, then the connection disconnected every day until there was a modem reboot. I contacted the tech support a few times. I guess the problem was eventually resolved by capping my line at 6mbps that I wasn't aware of.
So I told the tech this time that I was getting a consistent speed at around 14mbps in the beginning. After a series of tests, the tech uncapped my speed and asked me to test at a different phone jack and at a phone box(?) outside to see if it's inside wiring. Luckily it didn't take long to reproduce the problem. I ringed tech support again, they were going to ship me a replacement modem since mine was still under warranty. The connection has been very stable ever since with the replacement modem! Thank you so much!!!
Keep up the good work!A side note, I was against the modem rental fee at first, but after this experience, I would jump on it for the peace of mind when my modem is hosed next time(knock on wood)! I wish the modem quality could be better though. My first one couldn't even last for a year. Kinda wonder what the average lifespan of the new modem is.
