Sonic.Net

★★★☆☆
  • 2260 Apollo Way Ste 101

    Santa Rosa, CA 95407

    Map & Directions
  • 925-215-9617

Computer & Internet Services

Computer & Internet Services
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The take away message from my interaction with sonic is this:

Tech support people there are nice, billing people are not.

If you know nothing about technology and don't mind paying more than you should, then Sonic is the ISP for you. The introductory pricing wears out you have to call them every year to agree to another 1 year contract for a lower rate. I started with $20 a month, after a year it went up to $50 a month. I called Sonic and they said they could lower it to $30 a month, but not $20. They will not immediately cancel your account, but instead they will charge you while you wait for your account to be canceled.

When setting up the account I tried to get a fast connection, but I was too far away from AT&T servers to get it. They took my money for the faster account, and gave me a connection that would drop out every so often. I was paying was too much for a very slow connection and has to fight the billing department every step of the way. If you want a billing headache, Sonic is there for you.

1
★☆☆☆☆

The take away message from my interaction with sonic is this:

Tech support people there are nice, billing people are not.

If you know nothing about technology and don't mind paying more than you should, then Sonic is the ISP for you. The introductory pricing wears out you have to call them every year to agree to another 1 year contract for a lower rate. I started with $20 a month, after a year it went up to $50 a month. I called Sonic and they said they could lower it to $30 a month, but not $20. They will not immediately cancel your account, but instead they will charge you while you wait for your account to be canceled.

When setting up the account I tried to get a fast connection, but I was too far away from AT&T servers to get it. They took my money for the faster account, and gave me a connection that would drop out every so often. I was paying was too much for a very slow connection and has to fight the billing department every step of the way. If you want a billing headache, Sonic is there for you.

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.

If you host your website with Sonic, they do not back up your website nightly, or run any logs on the sites hosted with them, so if your website goes sideways, you'd better have back-up because you will get no help from Sonic on the issue or what happened.

3
★★★☆☆

If you host your website with Sonic, they do not back up your website nightly, or run any logs on the sites hosted with them, so if your website goes sideways, you'd better have back-up because you will get no help from Sonic on the issue or what happened.

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Business Response:

Backups and statistics Clair, I'm sorry if we haven't provided good information to you about backups and logs. We back up all customer data both here and off site. Customers can access "snapshots" that provide moments in time across a range of times over the last few days, plus we can go to tape for disaster recovery if the snapshots don't go back far enough. For details on how you can access the snapshot backups, see: http://sonic.net/support/docs/backupdoc.shtml We also provide access to web server logs and even full statistical analysis for customers. You can access logs via the shell or FTP, and you'll find statistics in our member tools, in the Account -> Resource Usage -> Bandwidth usage section, or by clicking here (user authentication required): https://members.sonic.net/account/resource_usage/bandwidth_usage/ If we can provide any further assistance, please do call or write to support, we're happy to assist. -Dane Jasper CEO
.

Summary:
My major complain is that they raised prices without any warning contraire to their own rules stated in earlier email. They failed to correct their mistake, apologize or even simply explain. And, one last thing, their internet connection sucks.

I was looking for really inexpensive internet provider. I did not want to have contract. There were several month-to-month DSL provider choices. After comparing prices and reading online reviews I had chosen Sonic.net. Now, several months later I am ready to give my review of their service.

It was easy to subscribe online. I subscribed for their basic service, $12.95 per month, no commitment, month to month. Package with modem arrived several days later. Modem was supposed to be free after rebate. Installation went smoothly.

First unpleasant obstacle came with the first bill. They use very complicated billing system. You are getting charged your base monthly rate, and then any credits apply after that. So the bill is complicated and confusing to read. On top of this, my first bill for only part of the month (after subtracting modem price, shipping etc) was greater then their promised monthly price. It was $13.75 for just 28 days of service, not a big deal, but kind of unpleasant. I wrote to their customer service for an explanation, they responded, but did not fix or adjusted anything. There explanation was kind of standard letter, we apologize but this is the way it is.

Next several months everything was more or less OK. They gave me back modem money; the rebate was applied as a credit towards their regular monthly fees. They were charging right amount of money. My only complain at this time was connection itself. I did not expect (and did not get) fast connection for the lowest monthly fee. But I expected it to be reliable. Instead I would loose connection sometimes several times per day, quite annoying. When I read later negative reviews about Sonic, I found it to be quite common problem.

Anyway, I could live without perfect connection, but then about six months after I joined there monthly bill came with the quite different balance: $30.78 instead of $12.95. Again, complicated bill. Apparently, some introductory credit expired.

However, there introductory email clearly said:

>DSL Pricing:
>This service has an introductory price of $12.95 per month. This introductory price may >increase, and if/when this occurs, notice will be provided via email along with your >receipt in the month prior to the change in rate.

There was no warning, nothing in any of their emails. I tried to contact their customer service, I wrote email, and later tried to use online chat (did not work).
Finally, they responded to my email. It was not helpful at all.
I??ve decided to cancel my service with them and I tried to do it first trough email. This time response was rather rude or even threatening. I have no idea were positive reviews about their customer service are coming from. It took one phone call and several days to disconnect; we got our money back, fortunately.

2
★★☆☆☆

Summary:
My major complain is that they raised prices without any warning contraire to their own rules stated in earlier email. They failed to correct their mistake, apologize or even simply explain. And, one last thing, their internet connection sucks.

I was looking for really inexpensive internet provider. I did not want to have contract. There were several month-to-month DSL provider choices. After comparing prices and reading online reviews I had chosen Sonic.net. Now, several months later I am ready to give my review of their service.

It was easy to subscribe online. I subscribed for their basic service, $12.95 per month, no commitment, month to month. Package with modem arrived several days later. Modem was supposed to be free after rebate. Installation went smoothly.

First unpleasant obstacle came with the first bill. They use very complicated billing system. You are getting charged your base monthly rate, and then any credits apply after that. So the bill is complicated and confusing to read. On top of this, my first bill for only part of the month (after subtracting modem price, shipping etc) was greater then their promised monthly price. It was $13.75 for just 28 days of service, not a big deal, but kind of unpleasant. I wrote to their customer service for an explanation, they responded, but did not fix or adjusted anything. There explanation was kind of standard letter, we apologize but this is the way it is.

Next several months everything was more or less OK. They gave me back modem money; the rebate was applied as a credit towards their regular monthly fees. They were charging right amount of money. My only complain at this time was connection itself. I did not expect (and did not get) fast connection for the lowest monthly fee. But I expected it to be reliable. Instead I would loose connection sometimes several times per day, quite annoying. When I read later negative reviews about Sonic, I found it to be quite common problem.

Anyway, I could live without perfect connection, but then about six months after I joined there monthly bill came with the quite different balance: $30.78 instead of $12.95. Again, complicated bill. Apparently, some introductory credit expired.

However, there introductory email clearly said:

>DSL Pricing:
>This service has an introductory price of $12.95 per month. This introductory price may >increase, and if/when this occurs, notice will be provided via email along with your >receipt in the month prior to the change in rate.

There was no warning, nothing in any of their emails. I tried to contact their customer service, I wrote email, and later tried to use online chat (did not work).
Finally, they responded to my email. It was not helpful at all.
I??ve decided to cancel my service with them and I tried to do it first trough email. This time response was rather rude or even threatening. I have no idea were positive reviews about their customer service are coming from. It took one phone call and several days to disconnect; we got our money back, fortunately.

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1 out of 2 people found this review helpful.

.

I signed with sonic.net for their basic DSL offer and was notified that it should work with my dsl modem previously used with pacbel, well that was the case but i was also promised to not experience almost no down time and i was without broadband for 2 full days. i call that a bad start and a lie by the sales crew to get the sales going.
finaly after two days i got connected and the connection was slower then dialup, dosconnects all the time and packets droping. i called support and they said that the see some sort of problem but cant point it out advising me to pay for a new modem with a charge (was working flawlesly before with packbel), i refused and they said that they might have to send someone from the phone company to check the lines and that it will cost me if they find a problem(again, lines wee fine just a few days before with packbel) i said fine and it took another week till the phone company got here to find nothing is wrong, the unpetient techy from sonic was not helpful at all while the phone guy was here and walked around and around blaming some other nonrelated issues like my computer os and so (ihave 3 workstations here so...) THEN IT HAPPEND, i receive a letter as follows:

Your account is one of a small group which are currently suffering degraded DSL performance due to a circuit capacity issue. This situation is affecting a limited number of customers in the Los Angeles area. You will receive poor DSL performance until this issue is resolved. Less than twenty customers are affected by this issue.

The link which is causing the performance issue is scheduled for upgrade, but due to the installation intervals for the large telecom circuits involved, it's expected to be four to five months before this issue is fully resolved. This interval is not firm, and is not something we have direct control over, and it could become longer.

We recognize that this is a very long interval, and we expect that it's likely that you will want to seek an alternate access solution from another DSL or Cable broadband provider. This notice serves as waiver of your contractual commitment to Sonic.net.

For the 19 customers who are affected by this, we will waive any early termination fee that would apply if you choose to disconnect your service to switch to another provider due to the degraded performance.
I'm very sorry for any inconvenience this transition may cause!

It has always been our goal to offer truthful and transparent communications to our customers regarding our service. In this case the issue doesn't have a near-term remedy, so we wanted to be prompt and forthcoming about the situation so that you could shop for alternatives.

Suggested alternate provider options:

www.dslextreme.com/
www.att.com/
www.earthlink.net/
www.comcast.com/

If you opt to move to another provider, after establishing service with them and disconnecting with Sonic.net, email billing@sonic.net to have them waive any applicable early term fee. At that time you may also request forwarding of your email addresses. To ease the transition, we will provide forwarding of your username@sonic.net addresses for a full year at no cost.

Again, I'm sorry for the inconvenience.

--
Dane Jasper Sonic.net, Inc.
(707)522-1000
mailto:support@sonic.net www.sonic.net/

right away i decided to cancel and go with cable when i saw a charge for early termination for $150 sigh, they wouldnt refund the whole amount saying i still need to pay for the fawlty service.
I said, this is America, when something sucks you should get your money back but they didnt think so.
STAY AWAY FROM SONIC.NET

PROS: Fast answer to service calls
CONS: very slow, unreliable, misleading info about installation, stuck up crew

1
★☆☆☆☆

I signed with sonic.net for their basic DSL offer and was notified that it should work with my dsl modem previously used with pacbel, well that was the case but i was also promised to not experience almost no down time and i was without broadband for 2 full days. i call that a bad start and a lie by the sales crew to get the sales going.
finaly after two days i got connected and the connection was slower then dialup, dosconnects all the time and packets droping. i called support and they said that the see some sort of problem but cant point it out advising me to pay for a new modem with a charge (was working flawlesly before with packbel), i refused and they said that they might have to send someone from the phone company to check the lines and that it will cost me if they find a problem(again, lines wee fine just a few days before with packbel) i said fine and it took another week till the phone company got here to find nothing is wrong, the unpetient techy from sonic was not helpful at all while the phone guy was here and walked around and around blaming some other nonrelated issues like my computer os and so (ihave 3 workstations here so...) THEN IT HAPPEND, i receive a letter as follows:

Your account is one of a small group which are currently suffering degraded DSL performance due to a circuit capacity issue. This situation is affecting a limited number of customers in the Los Angeles area. You will receive poor DSL performance until this issue is resolved. Less than twenty customers are affected by this issue.

The link which is causing the performance issue is scheduled for upgrade, but due to the installation intervals for the large telecom circuits involved, it's expected to be four to five months before this issue is fully resolved. This interval is not firm, and is not something we have direct control over, and it could become longer.

We recognize that this is a very long interval, and we expect that it's likely that you will want to seek an alternate access solution from another DSL or Cable broadband provider. This notice serves as waiver of your contractual commitment to Sonic.net.

For the 19 customers who are affected by this, we will waive any early termination fee that would apply if you choose to disconnect your service to switch to another provider due to the degraded performance.
I'm very sorry for any inconvenience this transition may cause!

It has always been our goal to offer truthful and transparent communications to our customers regarding our service. In this case the issue doesn't have a near-term remedy, so we wanted to be prompt and forthcoming about the situation so that you could shop for alternatives.

Suggested alternate provider options:

www.dslextreme.com/
www.att.com/
www.earthlink.net/
www.comcast.com/

If you opt to move to another provider, after establishing service with them and disconnecting with Sonic.net, email billing@sonic.net to have them waive any applicable early term fee. At that time you may also request forwarding of your email addresses. To ease the transition, we will provide forwarding of your username@sonic.net addresses for a full year at no cost.

Again, I'm sorry for the inconvenience.

--
Dane Jasper Sonic.net, Inc.
(707)522-1000
mailto:support@sonic.net www.sonic.net/

right away i decided to cancel and go with cable when i saw a charge for early termination for $150 sigh, they wouldnt refund the whole amount saying i still need to pay for the fawlty service.
I said, this is America, when something sucks you should get your money back but they didnt think so.
STAY AWAY FROM SONIC.NET

PROS: Fast answer to service calls
CONS: very slow, unreliable, misleading info about installation, stuck up crew

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1 out of 2 people found this review helpful.

.

We switched from another much larger, nationwide phone company DSL service to locally owned sonic.net. What a difference! Helpful phone and email support! Very fast response to email questions! And, they support mac users. Their tech Steve is especially mac savvy.

PROS: Far Surpasses PhoneCoDSL for Mac. Local
CONS: Not as fast as cable internet at this time

4
★★★★☆

We switched from another much larger, nationwide phone company DSL service to locally owned sonic.net. What a difference! Helpful phone and email support! Very fast response to email questions! And, they support mac users. Their tech Steve is especially mac savvy.

PROS: Far Surpasses PhoneCoDSL for Mac. Local
CONS: Not as fast as cable internet at this time

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1 out of 1 people found this review helpful.

.

I've been a sonic.net customer for about six months and I've been highly satisfied with both the DSL connection which they provide, the price which is competitive with SBC, and their excellent customer service staff who are knowledgeable, helpful, and easily reached, unlike that of larger ISPs. I have not had any issues with sonic.net thusfar and I'd reccomend them to anyone in their service area.

5
★★★★★

I've been a sonic.net customer for about six months and I've been highly satisfied with both the DSL connection which they provide, the price which is competitive with SBC, and their excellent customer service staff who are knowledgeable, helpful, and easily reached, unlike that of larger ISPs. I have not had any issues with sonic.net thusfar and I'd reccomend them to anyone in their service area.

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1 out of 2 people found this review helpful.

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