Dear Sonic technical support, this is a follow up on my support case [Sonic #7276511],
I recently switched my mother from Comcast to Sonic's internet service. Unfortunately, since the switch, she's been experiencing persistent playback issues when accessing a specific website overseas. The issue is predominantly noticeable between 6pm-9pm PST, during which the site either loads at a significantly reduced speed or doesn’t load at all. It's worth noting that she did not encounter this problem when she was on Comcast.
As a point of comparison, I am also a Sonic user as well in a different cityl. While my mother encounters these slowdowns, I can flawlessly stream content from the same website on my Sonic connection. Notably, during these playback hiccups, her speed test is 700 Mbps for both upload and download speeds.
I provided the tech support team trace route for both locations to facilitate troubleshooting.
To further underline the inconsistency, I conducted additional tests focusing on the connection to the affected web site during the peak problem hours. I used the wget command to download a file from the web site. While the test at noon showed speeds of over 10 mb/s at both locations, the performance in the evening sharply differed. The speed plummeted to a mere 133 kb/s at my mothers location, while it remained high at 22 mb/s at my location.
As a desperate measure to make point to the technical support team at Sonic, I reactivated my Comcast Internet service at my mothers location. As suspected, the slowdown vanished. To provide a concrete example: at 6:50 PM, the download speed to the specific web site on the Sonic Fiber connection was at a dismal 222 KB/s. When I switched to Xfinity, the speed jumped to 18 MB/s.
To say I am disheartened would be an understatement. I approached Sonic's technical support with my findings, hoping for a constructive resolution. However, the response I received suggesting for my elderly mother to use VPN as workaround—is less than satisfactory. My frustration stems from the fact that I have clearly demonstrated the issue is with Sonic network infrastructure, but yet there is no accountably from Sonic.
Regards,
Dominik
I recently switched my mother from Comcast to Sonic's internet service. Unfortunately, since the switch, she's been experiencing persistent playback issues when accessing a specific website overseas. The issue is predominantly noticeable between 6pm-9pm PST, during which the site either loads at a significantly reduced speed or doesn’t load at all. It's worth noting that she did not encounter this problem when she was on Comcast.
As a point of comparison, I am also a Sonic user as well in a different cityl. While my mother encounters these slowdowns, I can flawlessly stream content from the same website on my Sonic connection. Notably, during these playback hiccups, her speed test is 700 Mbps for both upload and download speeds.
I provided the tech support team trace route for both locations to facilitate troubleshooting.
To further underline the inconsistency, I conducted additional tests focusing on the connection to the affected web site during the peak problem hours. I used the wget command to download a file from the web site. While the test at noon showed speeds of over 10 mb/s at both locations, the performance in the evening sharply differed. The speed plummeted to a mere 133 kb/s at my mothers location, while it remained high at 22 mb/s at my location.
As a desperate measure to make point to the technical support team at Sonic, I reactivated my Comcast Internet service at my mothers location. As suspected, the slowdown vanished. To provide a concrete example: at 6:50 PM, the download speed to the specific web site on the Sonic Fiber connection was at a dismal 222 KB/s. When I switched to Xfinity, the speed jumped to 18 MB/s.
To say I am disheartened would be an understatement. I approached Sonic's technical support with my findings, hoping for a constructive resolution. However, the response I received suggesting for my elderly mother to use VPN as workaround—is less than satisfactory. My frustration stems from the fact that I have clearly demonstrated the issue is with Sonic network infrastructure, but yet there is no accountably from Sonic.
Regards,
Dominik
