Sonic not running connection at its maximum possible speed

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
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by gavette-sandy » Tue Feb 12, 2019 9:58 am
We've had some connectivity issues with visits from AT&T technicians, which have resolved the issue for now. The technicians have said that the raw speed coming from the node is around 43 mbps, while we get a bit over 20. When I called to talk to Sonic support, I was told that "we don't have a 40 mbps service" and that I signed up for a 20 mbps service. I thought that the connection was supposed to "run at its maximum possible speed". I can't see how this is happening unless I'm getting throttled down to the '20 mbps service' I didn't know I signed up for?


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by dane » Tue Feb 12, 2019 10:59 am
"Data caps or limits on usage" refers to a monthly usage cap - many carriers limit consumers to some quantity of gigabytes downloaded or uploaded per month. Sonic's services are unlimited for household use.

What you're referring to is tiered speeds, and this is a bit more confusing because where we deliver on our own technology platform (Fusion, and Fusion Fiber), we run the link at whatever the maximum technology speed is. There is an X2 variant on Fusion, with two lines for $20/mo additional, but in this case too, both lines run at maximum speed. So someone might have X1 at 10Mbps and X2 at 20Mbps, while another user has X1 at 50Mbps - just because they're closer to our network equipment.

But on the resold access via AT&T's network, there are three versions, an X1, X2 and X3, and while often the X2 uses two lines and the X1 uses one, it's not a one to one relationship, due to the way that they structure both the technology and pricing. It sounds like you've got Fusion IP Broadband X1, at 20Mbps. The next level for that product is X2, which would deliver 50Mbps, and that'd generally be done by delivering a second line, and the cost is again $20/mo additional. Making it even more confusing, where AT&T has fiber, the speeds are different for the X1/X2 and X3 products.

But to make this all simpler: at a particular location there is a single set of products, with specific speeds and capabilities. So at your site if Fusion IP Broadband X1 is the product, you'll see 20Mbps on AT&T's network. An X2 product might also be offered. The fact that another service like Fusion (on copper, with VDSL at XMbps) or Fusion Fiber (on Sonic fiber at 1000Mbps) might be available across town isn't really relevant - at least until we get that built in your location. And then you'd see that offered as the upgrade path!

The best spot for current customers to easily see their site's specific technology, price, and upgrade availability is in the Member Tools, in the Internet Connections section of the menu. Here's a direct link: https://members.sonic.net/connections/serviceupdate/
Dane Jasper
CEO
Sonic
by tikvah » Wed Feb 13, 2019 9:02 am
Thank Dane. The link only tells me the next thing I can upgrade to. It says I can upgrade to "Fusion IP Broadband X2
50 Mbps" for $70/month plus 2 rentals. This implies I currently have Fusion X1. But I don't have Fusion anymore, I have FTTN. And I'll note it's been slower than usual *and* the phone service for months has been so bad (static, breaking up, no caller ID) that I've had to stop giving out my home phone number.
by gavette-sandy » Thu Feb 14, 2019 6:51 am
Thanks. I see that there is an upgrade using additional pairs. But still doesn't make sense to me and differs from what the AT&T guys have told me about the available speed at my location using the copper that is currently connected.
by joeyyung911 » Thu Feb 14, 2019 12:59 pm
You're paying for 20Mbps, that's the "connection at its maximum possible speed" and the service Sonic offers. Doesn't matter what speed AT&T says the line is capable of.
Excelsior, Sonic Fiber
by chirano » Sat Feb 16, 2019 12:22 pm
tikvah wrote:
And I'll note it's been slower than usual *and* the phone service for months has been so bad (static, breaking up, no caller ID) that I've had to stop giving out my home phone number.

Do you have a Pace gateway and have it configured to use DMZPlus? AT&T's latest firmware causes this configuration to take a relatively large performance hit. My current speed has dropped to about 40 Mbps when it used to be near 50 Mbps before the latest firmware.

Seemingly poor performance can also be due to slow DNS servers. You could try using different servers in case the ones you're using right now are having issues.
by tikvah » Thu Apr 11, 2019 8:06 am
In my case, the speeds got so low (from 21 down to about 2) that I called tech support and they had me reset the AT&T modem to factory specs. That did the trick.
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