Dear Sonic Engineers,
First of all, I sincerely thank Sonic for its incredible network products that allow everyday users to experience the magic of 10Gb internet! I am also a network engineer, back in China, I designed data center networks in Guiyang City, Guizhou Province for well-known companies such as Apple, Baidu, and Alibaba.
I moved to San Francisco in October 2024. Knowing that San Francisco has the best internet in the U.S.—Sonic—I had very high expectations for my internet connection. Therefore, I made it my top priority to rent my first home based on Sonic Fiber’s serviceable address. The installation went smoothly, and the network performance was outstanding, with download speeds around 8000 Mbps, upload speeds around 7000 Mbps, and a consistent latency of only 2 to 3 ms, with no interruptions or packet loss at all.
However, due to some personal reasons, I had to move to a new place in March. Once again, I carefully selected a home within Sonic Fiber’s service area, and the installation was successful. Unfortunately, this time I began experiencing frequent and random packet loss.
After the move, none of my devices—my laptop, router, etc.—were changed. I simply relocated, yet the internet started becoming unstable. At first, I didn’t run any tests, because I trusted Sonic unconditionally. But when I began experiencing stuttering during Counter-Strike 2 gameplay and remote desktop sessions, I started to investigate. Given that my current residence is only 0.2 miles from my previous one, and even located on the same street, I find it unreasonable to experience such a noticeable drop in network performance.
The first time I contacted Sonic Support, I suspected a problem with the fiber optic line or the ONT device. A highly professional technician was dispatched to my location and re-spliced the fiber line entering my home. I also confirmed that the signal strength was -13 dBm, which is excellent. However, the network interruptions continued, leaving me puzzled. Today was the second time I reached out to support. I shared a lot of insights and thoughts, but the support agent’s attitude was not particularly proactive, and eventually, they simply stopped responding to me. With no other options, I’ve turned to the forum for help—because I know that CEO Dane Jasper and other engineers sometimes personally reply to users’ posts, which is truly admirable!
I’m not here to complain, but rather to seek help and contribute to making Sonic even better. I achieved 8000 Mbps bandwidth not with a desktop, but with a laptop, which is already a bit challenging. When I purchased some network equipment from Chinese manufacturers on Amazon, the default drivers and settings only gave me around 4000 Mbps. When I reached out to their support, they provided no assistance and simply blamed the “local ISP,” which I couldn’t accept. I asked them if deep modifications would void the warranty—they said it would not, as long as the hardware wasn’t damaged. So I proceeded with in-depth tuning and finally achieved 8000 Mbps. When I shared this with them, they eagerly asked how I did it, and I openly shared everything—because I hope my success can help more Sonic Fiber users (after all, Sonic is the only ISP in the U.S. offering 10Gbps fiber to residential users).
That’s why I’m sincerely seeking help here.
sincerely, sincerely, and sincerely
Leo
First of all, I sincerely thank Sonic for its incredible network products that allow everyday users to experience the magic of 10Gb internet! I am also a network engineer, back in China, I designed data center networks in Guiyang City, Guizhou Province for well-known companies such as Apple, Baidu, and Alibaba.
I moved to San Francisco in October 2024. Knowing that San Francisco has the best internet in the U.S.—Sonic—I had very high expectations for my internet connection. Therefore, I made it my top priority to rent my first home based on Sonic Fiber’s serviceable address. The installation went smoothly, and the network performance was outstanding, with download speeds around 8000 Mbps, upload speeds around 7000 Mbps, and a consistent latency of only 2 to 3 ms, with no interruptions or packet loss at all.
However, due to some personal reasons, I had to move to a new place in March. Once again, I carefully selected a home within Sonic Fiber’s service area, and the installation was successful. Unfortunately, this time I began experiencing frequent and random packet loss.
After the move, none of my devices—my laptop, router, etc.—were changed. I simply relocated, yet the internet started becoming unstable. At first, I didn’t run any tests, because I trusted Sonic unconditionally. But when I began experiencing stuttering during Counter-Strike 2 gameplay and remote desktop sessions, I started to investigate. Given that my current residence is only 0.2 miles from my previous one, and even located on the same street, I find it unreasonable to experience such a noticeable drop in network performance.
The first time I contacted Sonic Support, I suspected a problem with the fiber optic line or the ONT device. A highly professional technician was dispatched to my location and re-spliced the fiber line entering my home. I also confirmed that the signal strength was -13 dBm, which is excellent. However, the network interruptions continued, leaving me puzzled. Today was the second time I reached out to support. I shared a lot of insights and thoughts, but the support agent’s attitude was not particularly proactive, and eventually, they simply stopped responding to me. With no other options, I’ve turned to the forum for help—because I know that CEO Dane Jasper and other engineers sometimes personally reply to users’ posts, which is truly admirable!
I’m not here to complain, but rather to seek help and contribute to making Sonic even better. I achieved 8000 Mbps bandwidth not with a desktop, but with a laptop, which is already a bit challenging. When I purchased some network equipment from Chinese manufacturers on Amazon, the default drivers and settings only gave me around 4000 Mbps. When I reached out to their support, they provided no assistance and simply blamed the “local ISP,” which I couldn’t accept. I asked them if deep modifications would void the warranty—they said it would not, as long as the hardware wasn’t damaged. So I proceeded with in-depth tuning and finally achieved 8000 Mbps. When I shared this with them, they eagerly asked how I did it, and I openly shared everything—because I hope my success can help more Sonic Fiber users (after all, Sonic is the only ISP in the U.S. offering 10Gbps fiber to residential users).
That’s why I’m sincerely seeking help here.
sincerely, sincerely, and sincerely
Leo
