Sonic Telecoms\Herotel Sonic

A very dishonest business.

I believe that the sales representative of this are con artists.

As soon you sign with them you will discover your actual network speed.

Never do 12 month - 24 month contract agreements.

The clauses will be picked once you are with them,Here were a few problems that I had.

-I was on a 10mb line Iv downloaded a few times, I would get kilobytes per second,the fix according to support was to unplug and recconect the POE adaptor ,then the have better speeds,I would experience this mid month.

Sonic suspending the line.

Whether my payment was up to date or not.

Their system will automatically disconnect me , I would then have to call in\send an sms to get the link back up.Sometimes their highsites would be down or maintanance is being done on their equipment causing settings on the router to reset in where I needed to convert data into airtime and mail them that the link is slow\down,this becomes frustrating as this i would most of the times deal with on a monthly basis.

We are now with another fibre provider on a 20mb line receiving speeds up to 38mbps and we pay less.

Sonic told me that fibre gives problems and I believed them they said that during the loadshedding it causes a break in the fibre where most clients had to contact an off-site technician to check their fibre box,right now I don't believe that they are supporting fibre.

It loadshedded 3 times since I was with my fibre provider and had no hassles when the electricity went back on.

So it was a lie on their end , they probably said that so that they could keep me on their system as a client.

What Sonic also does is that when they suspend your link if payments are not up to date , I had to either sms or call in them to get the link up and running, Everytime the link was down sometimes because of them terminating the link\or making changes to the CPE\router\site sites ,the routers settings would be reset.

We were on a 10mb uncapped package, what we found strange was that while we were streaming downloading,uploading i had a big yellow exclamation mark, saying that I have no Ethernet connection I also picked up that their dns server cache gets filled really quick so I had to flush the DNS now and then, it got so annoying that I changed my DNS server by myself.

And it fixed my issue.

Sonic tells me that I am maxing out my bandwidth.Which I don't believe is not true here is why.

On the current fibre line that we on now we used the same amount of bandwidth as we did with the 10mb line and our internet doesn't cut out ,when we run a speed test we only use up to 3mbps downlink speed when downloading and streaming at the same time so they lying there again.

What I found what was wrong that they did from their end whether it is via their company policy or not is that their increase the payment rate by 5% if your payment is not up to date.

Resulting you paying a R200 reconnection fee plus the monthly bill for that month.

While I completed my contract I was on a month to month with them when informed cancelation with them of the 25th July 2020, they said they needed a month notice .

The funny thing was that I was on a month to month contract and their 1 year contract was expired.

Which meant that I was not binded to their terms no terms and conditions or new paperwork were signed on a month to month they enforced the rules of my expired year contract to the month to month.

Their staff still billed me for the month that they added which was wrong on their end as I wasn't using their internet for that month on their tool for monitoring clients networks they could see that iv disconnected my line from my side and they were informed 5 days prior to the new month.

I even have proof that I wasn't using their internet.

Another part of the story is that they suspended the line in mid August so what did I have to pay for what does that payment cover for them taking my money for me not using their service where they added the August month

Their accounts will literally ignore customer complaints and will pass on the complainant to one of their other staff members assisting that you should pay them

As a former client as well as former employee I wouldn't recommend a ISP like this.

If you were inside the Marconi house you will see that 90% + employees are smokers ,due to stress implemented by a system designed like this, these people gets yelled cussed out over the phone I felt bad for them as it's wasn't technically their fault it is the company enforced policie's given to the clients at last notice that cause customers to be upset.

I remember when working at Sonic there was a customer that was complaining about the service the manager screenshot the complaint and sent it to the employees on Skype I remember seeing alot of laugh emojis from staff in the workplace , and there already I knew Sonic didn't care about their clients.

Lack of people skills from certain departments also bad causes clients to be upset with the business and look elsewhere for a different more promising internet service provider.

A lesson to be leant

I highly recommend to anyone do not sign up 12 -month contracts,once you signed you binded.

You may to pay a fee to get out of the contract.

Do not trust a sales representative there job is to bind clients once you binded business doesn't care much for their clients.

The department I still would have outmost respect for would be the support as doing what they can to their best ability to assist where they could and most of the Technicians there really showed me some of their knowledge that was good to know, even though Im little bit upset that some of the information that iv leant from them were not that accurate when it came to receiving proper speeds.