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Billing - I am paying $10 more a month

Posted: Sat Apr 29, 2023 5:00 pm
by jennylettinger
I found out today that a friend of mine, who also lives in Oakland, is paying $10/month less than me for the exact same service. I do not need "voice" service and yet I cannot stop paying for it as per Sonic's rules. The billing customer service person I spoke to today was kind enough to give me a one month credit of $10, but next month it will go back up to $59.99 making my bill $76/month. Others in my same area are only paying $49.99/month. We have been customers of Sonic since 2020, and it seems antithetical to good customer service to be charging longer customers more than newer customers.

Re: Billing - I am paying $10 more a month

Posted: Sun Apr 30, 2023 9:36 pm
by maranha
Someone I know who also lives in Oakland pays $34.99 a month total for 10Gbps while my bill is now $76 for 1Gbps with phone service I don't need. I complained I didn't get adequate notice of the price increase; but there was the same polite but totalitarian communistic response with not a hint of apology. I've been a customer for at least 5 years from the DSL age. Not good for business. Where is Dane these days?

Re: Billing - I am paying $10 more a month

Posted: Sun Apr 30, 2023 9:37 pm
by maranha
Oh, I've been a customer for at least 8 years!

Re: Billing - I am paying $10 more a month

Posted: Mon May 01, 2023 10:06 am
by jacob.karinen
maranha wrote:Someone I know who also lives in Oakland pays $34.99 a month total for 10Gbps while my bill is now $76 for 1Gbps with phone service I don't need. I complained I didn't get adequate notice of the price increase; but there was the same polite but totalitarian communistic response with not a hint of apology. I've been a customer for at least 5 years from the DSL age. Not good for business. Where is Dane these days?
If the price of your service is stretching the budget I'd recommend looking into the Affordable Connectivity Program (ACP). If you meet the criteria you can apply and it'll take $30 off your monthly bill. As for people on different services paying different amounts I can understand the frustration there and I can assure you we're working as quickly as we can to make those options available everywhere we have our fiber service. While I don't have any concrete timelines I can provide for that availability I do hope that it's something we'll offer you sooner rather than later. If you have any questions please let us know.

Re: Billing - I am paying $10 more a month

Posted: Tue May 09, 2023 12:23 am
by maranha
Sadly I'm considering switching to AT&T 1GBps fiber for $55 a month. If I switch in the middle of my billing period would my last bill be prorated for the actual number of days? Thanks.

Re: Billing - I am paying $10 more a month

Posted: Tue May 09, 2023 8:10 am
by spencerw
We are sorry to hear this! If you were to cancel, we do not prorate for the unused service so we recommend cancelling just prior to your next due date.

Re: Billing - I am paying $10 more a month

Posted: Tue Nov 07, 2023 11:48 pm
by maranha
Having been a customer from 2016 or so, my monthly bill quietly crept up from $60 to $76 for "fiber-fusion" in the last 2-3 years. Sadly, I'm moving from Sonic to AT&T's 1Gbps fiber-only with my phone ported to wireless or Google Voice so that I can receive important calls when not home.

I appreciate the reliable and professional tech support from Sonic, including direct communication with Dane Jasper until a few years ago. When there was a problem 9/10 times I got a friendly, competent person on the phone.

When sonic offers fiber internet-only service to my address at $35/month as in some other areas and moves away from the "robbing Peter to Pay Paul" and false $49/month advertising business approach I might be interested again.