 Review by B52GUNR 
UPDATED: 59 days ago
member for 7.4 years, 2948 visits, last login: 1 days ago
 San Pablo,Contra Costa,CA
 $55 per month (12 month contract)
 about 7 days
 AT&T
 "Support on the forums here is great"
 "Inconsistent information provided pre-sale and post sale, rude online chat technicians"
 "After a rocky start, I have nothing to complain about. This makes me kinda cranky :)"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I'm moving and I'm getting DSL again. I thought I'd give DSL Extreme a try. While the forum here is great and the reps here are great, their online chat agents are a) inconsistent and b) rude.
First, when I ordered service I stated I wanted a splitter installed at the NID. The tech said I could definitely request that, but after my service was "live". OK. My service went live and the exact same tech said "call AT&T yourself, we don't dispatch AT&T". That had me scratching my head but whatever, I called AT&T and AT&T kept sending out voice and not data technicians. Then come to find out the phone number I was using was at 100% capacity. So, I had a new phone number ran to the house for the purpose of DSL.
I submitted a work order through the DSLX website to move it, and received no e-mail confirmations (automated or otherwise). When chatting live with a "Jeremy" I asked how long it takes and he said 5 days, I replied with a thank you and before I could ask about e-mail notifications he just disconnected the chat without asking if I needed anything else.
This is the same Jeremy that I was talking to about a password problem and when I asked if he could help with an order question or if I should use the sales chat link he didn't answer the question and asked "is there anything else I can help you with?" so again I asked if he could answer an order status question and didn't receive a response for about 45 seconds to a minute. So I replied with a "I guess that's a no" and terminated the chat due to no response. It would be one thing if he had typed he was looking it up, or give him a minute so I wasn't overly impressed.
I am not overly impressed with their customer service outside of the forum here, and I'm hoping that the DSL service is good but in my opinion, my ISP should be the one talking to AT&T on my behalf, not me.
To be honest, if I could, I'd cancel my order but I signed on the dotted line.
Update 5/26:
The DSL connection was moved to the new phone number on or before 5/23. So kudos to getting it done quickly but again, no e-mail notification that the order was completed. DSLX really needs to work on its communication.
Update 6/10:
Server is scheduled to be connected on 6/14 and the line will be used heavily starting 6/15. I contacted DSL Online chat today and "Fred" was extremely helpful. Since the line was originally on a high cap line, AT&T hamstrung the synch at 1984 Kbps. Fred called AT&T since the new relative cap was about 64% to have it resynched at 3000 Kbps. THIS is the kind of service I expect, no run around, and HE called AT&T. I'm feeling much better about my choice.
Update 6/29:
Due to loop length, 1984 Mbps is my lot. Still, consistent 200 KB/s downloads are fine by me. The service has been solid. I am going to modify my ratings, this is a really good ISP.
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