LC
Lorimer C
1 reviews | Active since Jun 2019
19 Jun 2019, 14:13
Internet speed keep dropping
I've been complaining since joining Sonic in February 2019, about my internet speed. I'm paying for a 10mbps connection, and on average I am getting anything from 0.5-5mbps. What is more when contacting them via phone or email, they always say they did a few adjustments and the line should be OKAY. My speed seems to be fine in the early morning or maybe during the day. But during peak hours, when I do use it to stream then I have speed issues.
I am also told I must do a test when no one is on the internet.... I do get that and it must be with cable plugged into computer from router. But like I said when I do test it in the morning with my phone I get up to 10mbps at times when we on the internet. During peak doing the same thing the speed drops to below 1mbps.
Why is this the case. Why should I pay for a service I'm not getting?
Helpful (0)
Replies (6)0
Replies (6)
Sonic Telecoms's replyOfficial
19 Jun 2019, 16:18Hi Lorimer, thank you for alerting us to the fact that you have had consistent issues. Please provide us with your account details so that we can escalate your issues to our support manager. There may be a more serious issue with your internet connection. We apologise for your experience.
Best regards,
Sonic Telecoms's reply19 Jun 2019, 16:18
Official
Hi Lorimer, thank you for alerting us to the fact that you have had consistent issues. Please provide us with your account details so that we can escalate your issues to our support manager. There may be a more serious issue with your internet connection. We apologise for your experience.
Best regards,
LC
Lorimer C's updateReviewer Update
20 Jun 2019, 07:21Hi
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Regards
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Regards
LC
Lorimer C's update20 Jun 2019, 07:21
Reviewer Update
Hi
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Regards
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Regards
Sonic Telecoms's replyOfficial
20 Jun 2019, 11:11Thank you Lorimer, we will escalate to the support team right now.
Best regards,
Sonic Telecoms's reply20 Jun 2019, 11:11
Official
Thank you Lorimer, we will escalate to the support team right now.
Best regards,
Sonic Telecoms's replyOfficial
23 Jul 2019, 14:43Hi Lorimer, we are so sorry about your internet connection. We wanted to let you know that we really appreciate you giving us an opportunity to make things right. Would you be willing to share an update now that we’ve resolved things?
You’ve been so good to us.
P.S. No worries if you can’t.
You’ve been so good to us.
P.S. No worries if you can’t.
Best regards,
Sonic Telecoms's reply23 Jul 2019, 14:43
Official
Hi Lorimer, we are so sorry about your internet connection. We wanted to let you know that we really appreciate you giving us an opportunity to make things right. Would you be willing to share an update now that we’ve resolved things?
You’ve been so good to us.
P.S. No worries if you can’t.
You’ve been so good to us.
P.S. No worries if you can’t.
Best regards,
LC
Lorimer C's updateReviewer Update
23 Jul 2019, 19:57Hi
It is just disappointing that I had to resolve to this platform before I was heard.
Unfortunately the issue has not been resolved 100%. The speed is better than before but I still get slow speeds at times.
It is just disappointing that I had to resolve to this platform before I was heard.
Unfortunately the issue has not been resolved 100%. The speed is better than before but I still get slow speeds at times.
LC
Lorimer C's update23 Jul 2019, 19:57
Reviewer Update
Hi
It is just disappointing that I had to resolve to this platform before I was heard.
Unfortunately the issue has not been resolved 100%. The speed is better than before but I still get slow speeds at times.
It is just disappointing that I had to resolve to this platform before I was heard.
Unfortunately the issue has not been resolved 100%. The speed is better than before but I still get slow speeds at times.
Sonic Telecoms's replyOfficial
05 Mar 2020, 10:38 Dear Lorimer,Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. Our customer reviews are very important to us, and we hope that you will be willing to revise your review based on your further experiences.
Best regards,
Sonic Telecoms's reply05 Mar 2020, 10:38
Official
Dear Lorimer,Providing a great customer experience is very important to us, and we are sorry that your initial experience did not meet that standard. Our customer reviews are very important to us, and we hope that you will be willing to revise your review based on your further experiences.
Best regards,