It's been a long time coming; I have been a Fusion + Static IP ($70/mo) customer since 2009, Fiber is finally available in my neighborhood, and I upgraded yesterday.
The Good: check the picture below: I'm very happy with the almost symmetrical speed, and trying to savor this feeling before I become spoiled.
The Bad: dude, where's my VLAN? where's my port forwarding?
I partake in LAN gaming, and it was a shock that I could not last night. I was using the
Archer C7 AC1750 Wireless Dual Band Gigabit Router with my Fusion DSL and I am going try and get it working with the new setup so I can return the PACE. Does anyone have this specific router working with Sonic Fiber?
The Ugly: I was very excited to get the email that my neighborhood was ready for Fiber and when I called I was clear in stating that I was a Fusion + Static IP customer. I understood that the static IP is not supported on Fiber and that's okay. I was quoted the $40/mo price with no talk about trial time or rental fees. To my shock when the technician was doing the install (the techs were great by the way) I found out not only that 1) it is a 6 mo introductory price for new subscribers 2) I don't qualify for it, but 3) Fiber with the PACE rental will actually be MORE EXPENSIVE than my Fusion DSL + Static UP setup as the salesperson on the phone even verified with me it would cost less than my current setup.
So I called Sonic sales. We discussed the fees and rental fee with the modem. They asked me to try using it for 1 month and I can test a new modem during that time, since they will not support a new modem (I get it, I just need more features than this PACE offers.)
They escalated it to someone who listened back to the original call to confirm what I said, and what I was told about pricing. When I was called back they said, "Sorry you were quoted incorrectly by the salesperson. We cannot give you the discount as a 'new' signup because our system won't let us. We can give you one month free credit on your Fiber."
Of course I took it, what am I going to do now, cancel? Complain more? 1 month free isn't exactly the same as the 6mo @ $40 price but it's a nice token gesture to shut me up.
Your service is great, I've stuck by you all these years with slow DSL speed because of your Privacy Policy and ethics. Your pricing is fair, I just don't like being led to believe one thing (inadvertently or not) and then surprised by another.
So I'm telling you this in hopes you will educate your sales people more, and offer a more equitable compensation when they do screw up and make promises that they cannot hold.
I also call for more transparency on your website regarding the feature set of the default Fiber router. If it was there, I could not find it in my advance research.
