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Canceling service after 12+ years (palo alto)

Posted: Sat Sep 23, 2023 3:03 pm
by amol
After waiting for fiber from Sonic for over a 5+ years, it's time to throw in the towel and cancel my service. 50mbps down 6 up DSL does not cut it anymore - especially at $96 after fees and taxes. Sonic's DSL quality also seems to have worsened. I will miss talking to clueful support when I have an issue, but can't justify the cost as a backup to my Comcast. I will cross my fingers and hope my asymmetric gig from Comcast is good enough, an doesn't have any issues.

Sad day as I want to support an independant ISP.

Re: Canceling service after 12+ years (palo alto)

Posted: Mon Sep 25, 2023 8:08 am
by spencerw
We are sorry to hear you will be leaving us but can understand why you made this decision and appreciate your support. Hopefully you will consider switching back to us if our 10g fiber network reaches your area. If you have any questions, issues, or concerns during the cancellation process, please let me know!

Re: Canceling service after 12+ years (palo alto)

Posted: Mon Sep 25, 2023 8:12 am
by syntaxsid1

We appreciate your business of 12+ years and we completely understand your decision here. While we are rolling out our fiber network as quickly as possible, we run into unforeseen complications or delays that are out of Sonic's direct control. We are working with the city/county to resolve these delays but unfortunately, it does take some time in some locations. We are sorry to hear the DSL quality has been terrible over the last several years. AT&T doesn't maintain the copper lines as much as we like and this does result in customers reporting poor service before they act on it. Eventually, they are phasing out the copper DSL lines and concentrating on Fiber as well. Since AT&T owns those copper lines and we are leasing from them, they set the price and we're not able to make the service any lower in cost due to this. We fully understand if you need to cancel as a result of this and we're sorry to see you go. In the end, you have to do what's right by you. Hopefully, we'll have Fiber available in the future for you! Have a great day.