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Business Profile

Internet Providers

Sonic.net, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 31 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/17/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I installed sonic internet few weeks ago. One of my room does not get good signal. I called the customer support for any solution they can provide. Their customer support is the worst one I have ever seen. Very bad attitude and all they were doing was pushing back issues to the customer. I did all they told me to do , changed a new set of routers, added a signal extender. No help at all. I complained to them their bad customer support revenged to my complaint and shut down my sonic modem signal. I have to report this business to the public and warn everyone staying away from this fraudulent company

  • Initial Complaint

    Date:06/01/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On thur. Jun 1st about 8:15 pm, while waiting for food in the drive thru, an employee came outside to greet a dog in the car in front of me. She made contact with the dog, rubbing his head and neck, while head bumping him, and going back inside to serve food to waiting customers. This was the *********** **. Sonic.

  • Initial Complaint

    Date:05/19/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    March 2023, I got an email sent to MY address offering 1 gigabit for $39.99/**. I signed up and was bill $81/**. I objected, they said that they do NOT offer 1 gigabit at my address, so tough luck! I went online and input my address and was told 1 gigabit WAS AVAILABLE at my address for $49.99/mo. This is BAIT and SWITCH - completely unacceptable business practice. I SENT them a photo of my postcard, as requested, they CLAIM "too bad"! Please help! Thank you. *********************

  • Initial Complaint

    Date:05/04/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello-- On October 24, 2022 I called Sonic to cancel the voice plan that was added to my account, NOT at my request. I signed up for Fiber and they added ************* at cost I never want it. It is about $11/month I requested to cancel it on 10/24/22, they said they did and I left it alone. On my April bill I noticed there was still the charge and looked back and it had been there for 7 months. I am owed a $77 refund of this service and they refuse to give it to me. Stating they emailed me after my conversation to complete some process, that I never received and makes no sense since the agent confirmed the cancellation.Account name: athenata It's an upcharge scam by Sonic. Not to mention my fiber connection has been extremely spotty and not to function as expected.

  • Initial Complaint

    Date:05/03/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Sonic is cheating their customers out of their money. I was offered a deal of ***** a month. Sonic also offered two free months . they went into my account and took ***** out of my account. I am also contacting the fCC because they did this to others as well, I just got this service and the guy said there hah been a increase ??? on my first bill from ***** to *****? Another customer from ***** and they took ***** and they did not even know. PLEASE DO NOT accept anything form this company. The resolution box below does not ask for accountability, as a choice, which is what I want.

  • Initial Complaint

    Date:04/18/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed for Sonic optical fiber last year. When my bill went up about $20 over the past few months, I called them to find out what was happening and why. I found out I was paying for a phone land line, WHICH I DO NOT HAVE. To be clear, I NEVER asked for a land line ... I never wanted the service.When I complained and asked for a refund, I was told that they would remove the land line service from my bill, but they would not refund the money they had charged me for that service.

  • Initial Complaint

    Date:03/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We hired sonic to set up fiber internet in our home. We were told the wait could be awhile, so we waited the appropriate time (4-6 weeks) while they installed fiber into our neighborhood. We were given notice that install would happen Friday, March 17th between 10 am- 2pm. Then the night before it was supposed to be installed, a Sonic sales person stopped by the house to try and sell it to me. I had to tell them that I already signed up a month ago and it was being installed tomorrow. He seemed very surprised.Friday Morning: The installer arrived 15 minutes early. He uninstalled our *** internet and took approximately 1.5 hours to install Sonic. But then it wasn't connected to wifi. The installer said they are doing some work up the street and told me I could call customer service to find out how long it would take to get set up. I called, they had no known idea when I would be worked on and be completed. So I drove up the street to find the next Sonic installer to ask him. He said it would at least take the weekend. So Friday afternoon (still the 17th), I called customer service again and they said they had no idea when it would be set up and still refused to undo what they did. I then found out they cut the *** cord without my permission. So we couldn't do it ourselves either. It is now Monday, March 20, and we have no internet and they still cannot tell us when it will be starting. They give us no information and will not come and fix what they did to our existing *** internet. Please help us get clear information, expectation dates and a resolution to our issue. We are asking for the internet to be installed and to be compensated for the additional trouble they caused with our outage.Meanwhile, I keep receiving emails from them every few days asking me to sign up which is quite confusing.

  • Initial Complaint

    Date:03/07/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Thursday 3/2/23 I discovered that my property was vandalized (spray paint markings on my lawns). My utility companies confirmed that they weren't responsible for the markings nor had plans for future work in my area. Friday 3/3/23, The Cablecom LLC workers were on my block, and took responsibility for the markings, and informed me that a new pole from **** was going to be erected on my lawn. I knew the Cablecom worker was lying. I called Cablecom on 3/3/23 and they informed me that they were contractors hired by Sonic LLC, and that a "temp pole" was going to be erected on my property. They later revealed that Sonic LLC is a private company that wants to expand service in my area. He went on to tell me that someone "would INFORM ME about they were going to do on my property" and that they have permission. No called me.Tuesday 3/7/23, I called 811 and learned that ******************* of Cablecom submitted a ticket expressing that I requested the excavation work on my property; which is FRAUDULENT & A LIE. I contacted ****** and she said the owner language is something generic that they use, and that it's referring to Sonic LLC. She said a Sonic LLC rep would contact me. No one called **** spoke to ***** on 3/7/23, and he gave me **** of Sonic LLC's number. **** tried to convince me that the pole needed to be erected. I told him that I do not give permission nor my consent for any trespassing or pole on my property. He said his job is to get the work done without approval if necessary and refused to provide me with his supervisor's info.**** came to my property. I requested that he cancel the project, as I do not consent, and remove the listing from 811. He did not confirm whether or not the project would be cancelled. This alarms me.This company has no right to access my property. I do NOT CONSENT. I am requesting this company confirm this project is cancelled, and remove the 811 listing fraudulently listing my consent!

  • Initial Complaint

    Date:08/18/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My company *************** is using Sonic as our Business phone provider. Today we were alerted that when we make outbound calls, the caller ID on peoples' phones shows up as "Spam ************". I immediately called Sonic where I got a vulgar and unhelpful person on the line. Without even doing any type of troubleshooting, he immediately said that there was nothing can be done. I told him, that previously we had the same problem, and they were able to fix it. He told me I was lying and after I requested to be transferred to his manager, he hung up on me.

  • Initial Complaint

    Date:08/05/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made an appointment with a manager for a tech to come to my home because I've had numerous drops in service, IT calls, and complaints about the service. I was advised that I "may" be charged a fee if they have to do any work on equipment that does not belong to them. However, it was at "the discretion of the tech." On the day of the appointment, no work was done inside or outside my home. I continued to have issues with the service since. Today, I saw that a $75 fee was added to my bill. I called and ask to get the fee waived. I was told that the notes state that I was advised that "the fees would not be waived." That statement in false. I asked to speak to a manager. I was transferred to a manager named ******* who told me she would listen to the call. I explained to her what happened during call when I set up the appointment, including how I was told that I "may" get charged but it was up to the tech. When she returned from "listening to the call," she stated I was not told they would waive the fee so they cannot waive the fee. I told her that I was never told that I would have it waived, that it was up to the tech to charge a fee, and the service continues to fail. She stated that because I was not told it would be waived, she was not going to waive the fee. Therefore, she denied my request. I asked to speak to her supervisor. She told me that there is not one above her and that I can email the **** Because of this, I am currently switching my internet provider.

Sonic.net, Inc. is NOT a BBB Accredited Business.

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