1 reviews | Active since May 2017
Pathetic service and constant low speeds
<p>I am not one to complain, but when you get nowhere when dealing with support staff for months, you resort to this sort of meduim. Since I took out a 10meg line with Sonic I have recieved nothing but pathetically slow speeds. The support staff know me by name before I even tell them who is calling as for months, I have to call 2-3 times a week to complain about slow speeds. At best, we recieve 5-6megs which, sadly I accept but in general 1-2 megs when paying R1400 a month for a 10meg line is what we recieve. The best is when the technician calls you back and tells you he is now seeing that I am getting around 7megs so everything seems to be sorted - NO!!! I am paying for 10megs so it is not sorted out. I understand that at times, the speeds will be slower and this I can live with but paying the amount I am, almost never using it during the day but mostly at night, I expect better than this, for the lasdt 3 months, each time I call regarding speeds, I have told them to change my cellphone number on the contract, yet I get an email response an hour or two later telling me they cannot get hold of me. I have had, for the millionth time since yesterday evening, slow speeds of less than 2megs and made 3 phone calls, not one of them returned. I have written so many mails attaching screen shots of slow speedtests which have been confirmed by them and also had staff admitting to me that they are having problems with alot of clients re speed. I am moving to another service provider and really hope others see this before going down this path with Sonic Telecoms/Sonic Wireless. PATHETIC!!! </p>
Thomas, our sincere apologies for the late response, I cannot imagine how upsetting it must have been to have to wait for your issue to be resolved.
This is no more acceptable to me than it was to you! I would like to get to the bottom of this as soon as I can!
So if possible, would you kindly forward an email to our *** email address with the subject line including HELLOPETER and the nature of the issue you are having. I will then escalate the issue to our Higher level Tech support for an investigation to resolve the issue once and for all.
Sonic Telecoms Customer Experience Team
Thomas, our sincere apologies for the late response, I cannot imagine how upsetting it must have been to have to wait for your issue to be resolved.
This is no more acceptable to me than it was to you! I would like to get to the bottom of this as soon as I can!
So if possible, would you kindly forward an email to our *** email address with the subject line including HELLOPETER and the nature of the issue you are having. I will then escalate the issue to our Higher level Tech support for an investigation to resolve the issue once and for all.
Sonic Telecoms Customer Experience Team
Its gets better. Today I finally get management on the phone, who, admittidly was polite and efficient. She not only credited me with a months subscription but got Jesse, an efficient engineer to sort my connection speed issue out. By 5pm the connection was down to 1.3mb AGAIN!! Another customer support agent raised it to its normal speed. I asked him at this point to instruct me on how to access MY dish that I paid for that is on MY roof so I can see which devices are connecting to my connection. He tells me he is creating a profile and would call me back. 2 hours later I still have not recieved a call back and the connection speed has dropped to 0.86mb (the same technician confirms he sees the same speed when I call back). I then, again, ask for the login details he promised me and he tells me "he got busy with something else" and I need to give him another 10 min and he will call me back. When i voiced my frustration with waiting 2 hours and he forgot to do it he tells, "I actually didnt tell you i was creating a profile, I was going to speak to someone else".
This is seriously beyond a joke. 5 months of this and not one site visit and pretty much no follow up each time to see if the issue is solved.
So no, Sonic telecoms, trust me, you cannot imagine how frustrating this issue is, and no, I dont have to wait each time, I end up calling you back each time to avoid the wait!!!!
Its gets better. Today I finally get management on the phone, who, admittidly was polite and efficient. She not only credited me with a months subscription but got Jesse, an efficient engineer to sort my connection speed issue out. By 5pm the connection was down to 1.3mb AGAIN!! Another customer support agent raised it to its normal speed. I asked him at this point to instruct me on how to access MY dish that I paid for that is on MY roof so I can see which devices are connecting to my connection. He tells me he is creating a profile and would call me back. 2 hours later I still have not recieved a call back and the connection speed has dropped to 0.86mb (the same technician confirms he sees the same speed when I call back). I then, again, ask for the login details he promised me and he tells me "he got busy with something else" and I need to give him another 10 min and he will call me back. When i voiced my frustration with waiting 2 hours and he forgot to do it he tells, "I actually didnt tell you i was creating a profile, I was going to speak to someone else".
This is seriously beyond a joke. 5 months of this and not one site visit and pretty much no follow up each time to see if the issue is solved.
So no, Sonic telecoms, trust me, you cannot imagine how frustrating this issue is, and no, I dont have to wait each time, I end up calling you back each time to avoid the wait!!!!