Dear Sonic,
We love Sonic. We stand behind your mission. We want to see you thrive.
We’re longtime Sonic customers in San Francisco. We signed up, stayed, and told our neighbors about you.
For some of us, that support began when the Sonic service available to us was resold AT&T service. We paid more than we would have by going to AT&T directly. We did it because we believed in you and wanted to support what you were building.
Month after month, our bills helped support the company you’ve become. We’re proud to have been part of that story.
That’s why this is difficult to write. After years of hearing that changes are coming, we fear your older 1Gig customers have been forgotten. We wouldn’t have taken the time to come together and build this website if we didn’t care about you and your future.
Years of waiting, in Sonic’s own words
These are dated posts from Sonic leadership and staff, not just customer speculation. They describe plans and progress, with important qualifications.
Unbundling was being considered.
Dane Jasper said Sonic would continue considering unbundling and might test it in other markets, while explicitly saying there were no near-term changes planned for its core products.
Read Dane’s post ↗Upgrades for existing areas were planned.
Announcing a 10Gig deployment, Dane wrote that “upgrades will be available in existing areas in the future.” He also identified equipment supply, software, process, and cost issues to resolve.
Read Dane’s post ↗Northeast San Francisco was named.
Dane described parts of Northeast San Francisco and Oakland as the first areas expected to see upgrades, where compatible central-office equipment was already deployed. He explained that customer equipment and other work remained.
Read Dane’s post ↗A system upgrade path; physical work still ahead.
Spencer W., a Sonic Community and Escalations Specialist, said an upgrade path had been completed in Sonic’s systems, but existing 1Gig areas still needed physical infrastructure upgrades. He could not give an estimated date.
Read Spencer’s update ↗A no-voice 1Gig option was an explicit goal.
In the same thread, following questions from San Francisco customers, Max from Sonic’s Customer Care Development Team said 1Gig-to-10Gig upgrades were progressing slowly and described a goal of offering Standard 1G without voice. He had no timeline to share.
Read Max’s update ↗
These posts do not promise a citywide completion date or establish that no customers have been upgraded. Our request is for a clear, current plan for the households still waiting.
But for those of us still on older 1Gig Fusion service, loyalty is starting to feel like a disadvantage. We’re paying for a mandatory phone bundle we may not use, carrying its taxes and fees, and waiting for a clear path to 10Gbps.
Many of us have pressed “Request Upgrade” again and again, without receiving a status update or a clear indication of where our request stands. We want to know that you have heard us, what work remains, and when we can expect another update.
We appreciate the visibility you give new neighborhood builds and new city expansions. Existing 1Gig customers need that same transparency. Staff have acknowledged upgrade plans in the forums, but we still lack a comparable public progress dashboard, neighborhood timeline, or regular updates we can plan around. Between occasional replies that there is no timeline to share, it can feel like complete silence. Please show us where these upgrades stand and what happens next.
Your website promises “no confusing bundles” and the “lowest price possible.” We struggle to square that promise with a mandatory Fusion phone bundle and a bill listing phone service at $0 while adding $20.04 in voice-related taxes and fees. Please explain how that promise applies to the 1Gig customers who still cannot choose internet-only service. Read Sonic’s published offer ↗
This matters for hardworking San Franciscans: retired public servants, students, working people, and low-income families for whom every dollar counts. For a household where Sonic is the only practical internet option, switching providers may not be an answer. A family may not even own a landline handset, yet still have to pay the charges associated with a phone service it never uses.
The bill below adds up to $240.48 a year in voice-related taxes and fees, if those charges stay the same. That is money out of a household’s pocket before counting the voice portion already included in the bundle. Making people carry that cost for unwanted service feels at odds with the mission that made us choose Sonic.
Meanwhile, the competition has moved on. For customers offered AT&T’s 5Gbps service for $50 a month with a five-year price lock, staying on Sonic’s older 1Gig service—with a bundled phone and a higher total bill—is a harder choice to justify. AT&T doesn’t require a home-phone bundle for that internet offer.
The AT&T offer above was confirmed by a campaign organizer. Availability, eligibility, discounts, taxes, and price-lock terms depend on the offer and address; it is not a universal advertised rate. Check AT&T’s terms and availability ↗
Even Xfinity is investing in its network, with symmetrical download and upload speeds available in parts of San Francisco and faster-than-1Gig download plans in eligible areas. Its advertised 1Gig offer is $60 a month with a five-year price guarantee, without a required home-phone bundle or its associated voice taxes and fees. That advertised internet price is less than the $80.03 total on the example Sonic bill below. Other providers are continuing to invest and compete for our business. What will Sonic offer its existing customers in return?
Xfinity staff: symmetrical service in parts of San Francisco ↗ · Comcast’s network upgrades ↗ · Xfinity’s advertised offer and terms ↗. The $60 offer was listed when reviewed November 4, 2026; it requires new-customer eligibility, bank-account autopay, and paperless billing. Availability and upload speeds vary by address; 1Gig download does not imply symmetrical service. Taxes and other fees may be extra and may change during the price guarantee.
At the same time, you’re expanding far beyond the Bay Area into Los Angeles and Dallas. Your own announcement offers those markets speeds up to 10Gbps starting at $40 a month. Your internet-only Standard Fiber option doesn’t require the phone bundle or its voice-related charges. It is difficult to watch new markets get a faster, simpler offer while we pay $59.99 for a 1Gig bundle before those additional taxes and fees.
Our neighbors are waiting, too. Some live right next to streets with Sonic service in San Francisco and would love to get Sonic fiber, yet still cannot order it at home. Watching you enter entirely new cities while those gaps remain makes us worry that San Francisco is being left behind. Please upgrade the customers already here and make a clear plan to connect the neighbors still waiting.
Sonic’s Los Angeles and Dallas expansion announcement ↗ · Published Los Angeles pricing ↗. Availability, equipment options, and terms vary by address.
We understand that network upgrades take time, planning, and investment. We also believe the customers who helped make that investment possible deserve a place at the front of the line.
Please email existing customers about the benefits of 10Gig and the internet-only Standard Fiber option. Explain that this option does not require phone service or its voice-related taxes and fees. Show the full monthly price, any equipment or upgrade costs, and how it compares with our current bundle. Include a direct link to request an upgrade, explain who is eligible, and give us a way to check the status afterward. Asking for an upgrade should begin a conversation, not leave us waiting in silence.
Two changes. A fairer future.
Make phone service optional.
End mandatory phone bundling for existing internet customers. Let us remove the phone service and the taxes, surcharges, and fees associated with it. Give us transparent, competitive internet-only pricing.
Upgrade existing customers first.
Prioritize 10Gbps upgrades for existing customers before expanding service to new neighborhoods. Publish a progress dashboard and a clear neighborhood upgrade timeline, explain any costs, and keep us informed. Email customers about their options, acknowledge upgrade requests, and provide status updates.
We want more San Franciscans to have the best internet in the U.S. We also want growth to include the people already here. Expansion should build on the trust of existing customers.
We’re asking for a public response, a concrete plan, and a reason to keep recommending you. We want Sonic to succeed. We want to be part of that success. Please show us that the customers who have been here for years still matter.
We helped build Sonic’s success.
Please don’t leave us behind.
Your longtime customers
San Francisco, California