Equipment Policy

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See your specific equipment rental pricing at checkout.

Fusion & Legacy DSL Customers

Fusion & Legacy DSL residential service includes an equipment fee for the modem/router. A shipping fee applies for delivery and return of the equipment.

Customers who wish to use their own equipment may do so. Return of rented equipment invalidates any and all promotional pricing. Under some circumstances, Sonic Support may require that the provided equipment is installed in order to perform complete diagnostics. Use of equipment not provided by Sonic may result in some features not being available.

Fusion IPBB Customers

Fusion IPBB residential service includes an equipment fee for the modem/router and the analog telephone adaptor. A shipping fee applies for delivery and return of the equipment.

Customer may not use their own modem/router for Fusion IPBB, nor opt-out of the analog telephone adaptor rental.

Gigabit Fiber Internet Customers

Sonic provides residential Gigabit Fiber Internet customers with an Optical Network Terminal (free of charge) plus telephone network adaptor and a router/firewall with WiFi access point for $9.50/month. Both units are warranted and fully supported by Sonic for as long as you have service, and can be replaced at any time for free (shipping fees may apply).

Upon termination of service, router equipment must be returned as directed by Sonic. Equipment non-return fees may apply if router is not returned.

Customers who wish to use their own equipment may do so. Return of rented equipment invalidates any and all promotional pricing. Under some circumstances, Sonic Support may require that the provided equipment is installed in order to perform complete diagnostics. Use of equipment not provided by Sonic may result in some features being unavailable, including technical support. Third party modems are unsupported by Sonic.

PLEASE NOTE:Customer has 30 calendar days after cancellation to return  equipment or a charge will apply. See equipment return policy section.

Replacement of Rented Malfunctioning Equipment

Should Sonic determine that rented equipment is failing to function correctly it will replace components as deemed necessary at no additional cost to the customer.

Sonic will ship replacement parts and customer is expected to return failed components within 30 days with the provided pre-paid return labels.  Failure to return the failed components will result in charges being applied to your account.


Please Note: Should the equipment returned have been damaged through misuse or neglect, (example, having signs of being exposed to water, excessive heat or other physical abuse), charges may be assessed to cover the replacement.


Customers Needing a Replacement Modem (for modems sold prior to current offer)

Customers who need a replacment for equipment previously provided by Sonic which is now beyond manufacturers warranty period may choose to rent Sonic Equipment.


Equipment Return Policy

All rented modems and components must be returned within 30 days of receiving your RMA or your account will automatically be charged.

If modem and components arrive after the 30 day return window, but prior to 60 days, these charge will be reversed. After 60 days, returns will not be accepted.


Customer will be issued an RMA (Return Merchandise Authorization) during cancellation, and this RMA number must be included with the shipment to assure tracking. Sonic will email authorization and customer is to include the RMA with returned equipment for identification.


Customer may send back modem and components by any shipping means that will not damage the modem, but the customer's Sonic account or RMA number must be clearly specified on the shipping label in order to ensure the return can be credited to the customer. Customer is responsible for any delays, loss, or damage to modem due to packaging or RMA return method; customers are not required to ship in original box. Sonic will provide a shipping label at cost.


Customer may also drop off Sonic Equipment (see address below).

Modem return address

Sonic

Equipment Returns

2260 Apollo Way

Santa Rosa, CA 95407