Review by Rockafella21
Good "Absolutely horrible company."
- Location: New Castle,Lawrence,PA
- Cost: $55 per month (12 month contract)
- Install: about 18 days
Bad "Nothing at all. Extremely terrible company."
Overall "Look elsewhere cause these people here are the worst company ever."
|Pre Sales information:|
Value for money:
(ratings well below consensus)
I have been with DSL Extreme since Oct. of 2010. Everyday has been a complete nightmare. They have lied to me numerous times when problems arise. They say that Verizon constantly wants to downgrade my speeds when the problem isn't even a instability problem. The problem turned out to be that all the routers for my circuit are congested and DSL Extreme is incapable of fixing the problem. Therefore, they wanted to always downgrade my speeds. Not Verizon but DSL Extreme. The game is now over, and I am transferring my connection to Verizon effective Thursday March 21. Yes DSL Extreme it will be the 7.1mb speed tier! The one you guys tried to tell me wasn't possible, and had to be downgraded so many times. Last time I checked bait and switch was illegal. That's how they get everyone. They tell them they are going to give them these great speeds, and after you sign up you don't get anywhere near them. Therefore, they bait you then want to switch you to a lower speed tier.This is absolutely the worst company I have ever done business with. They cannot even get the simplest of problems resolved. It should be illegal for them to even be in business. Seriously if you are thinking about switching to DSL Extreme instead of you local telco you will just have more problems. Try your local telco corporate office first. They can usually resolve the problem.
member for 3.6 years, 455 visits, last login: 4 days ago
updated 1.7 years ago
Re: DSL Extreme I'm sorry to hear you've been having such difficulty. Usually, most installs go through without a hitch - and when there is a problem, if you have an open trouble ticket that isn't resolved with Tier 1, a Tier 2 technician should be in touch with you shortly to handle more complicated issues (but please wait for the Tier 2 to call you first, as we work all escalated tickets in the order received).
Routers, in and of themselves, don't really impact your speed under normal circumstances. The main reason we ask you to bypass your router for troubleshooting purposes is to make sure no other devices, known or unknown, are using your bandwidth. If you bypass your router and your speed returns to normal, then either there's a problem with the router (perhaps malfunctioning) or another device is using up bandwidth. If you bypass your router and speeds do NOT return to normal, then it's not a problem with your router, simple as that.
It's plain that you had a poor experience here and I do apologize. If you'd care to send me your account info via PM, I'll have a Tier 2 tech review and give you a call to help troubleshoot. There's no reason you should have to have slow speeds, nor any reason why you shouldn't be able to use your router. (To send PMs on this board, you do need to register first, btw. It's free)
·Verizon Online DSL
said by Woodson - Probably back to AT&T, more expensive but faster.
Sounds like a really good idea. I ended up having to bail after over a year with this company. You would think they would appreciate a customer that has been through all their crap and still hung in there. However, they don't care one way or another. This is why they will suffer for the simple fact they do not put the customer first. All they will do is take you through months of troubleshooting that normally takes other companies a few days to a week just to tell you they can't resolve your issue.
| Rocky, I understand that you're frustrated regarding the congestion issue you've been dealing with, but I do feel compelled to answer a couple of points in the latest edit of your review.|
First, it has been Verizon that has been recommending downgrades of speed due to your distance from the DSLAM, while we have been fighting against this. If we submit a downgrade order, Verizon doesn't fight it, they simply process it, so if it really were us that were trying to downgrade your speed, then we'd just downgrade it and that'd be the end of it. As is clearly documented in threads on this very message board, we have continued to fight to get you 7.1Mbps despite your distance factor, which is why your max speed is still the 7.1 tier this very moment. You yourself have posted screenshots showing speeds within this range.
Second, you claim that we do not care about our customers. I would have to politely disagree. You contacted one of your friends in Verizon's NOC directly and asked him to make a change to your connection to try to fix the congestion issue, but which resulted in knocking you offline entirely. You then asked us over the phone to cancel your account. At that point, that typically would have been the end of it, but you then asked us to get you back online until Verizon established service. I myself contacted Verizon on your behalf. Your friend hadn't documented his change, so the Verizon representative I talked to didn't see anything wrong with the connection (or lack thereof), and I had to specifically point out the change to undo to restore your connection. I didn't HAVE to do that, as you had already submitted a cancellation request, and the erroneous change made was off-the-record by your friend in the NOC and not by us, but I did it because we DO care about our customers - even our ex-customers, in this case.
I'm sorry we weren't able to resolve your congestion issue satisfactorily, but do wish you the best of luck with Verizon.
Re: DSL Extreme
said by Rockafella21:First off regardless of the reason I'm sorry you have had to deal with such a negative situation and hope that no matter what you end up with a good connection and at a good price.
The situation is plain and simple. You don't downgrade a persons speed tier for a congestion issue. You downgrade a customer when their connection is unstable.
Regarding your statement above as well as others the problems you've had seem to clearly be with Verizon's network--something that no DSL provider other than Verizon can really truly effectively deal with.
Regarding your specific complaint above DSL support person Nick clearly addresses the issue:
quote:Anyway good luck on a permanently positive experience for the future.
First, it has been Verizon that has been recommending downgrades of speed due, to your distance from the DSLAM, while we have been fighting against this. If we submit a downgrade order, Verizon doesn't fight it, they simply process it, so if it really were us that were trying to downgrade your speed, then we'd just downgrade it and that'd be the end of it. As is clearly documented in threads on this very message board, we have continued to fight to get you 7.1Mbps despite your distance factor, which is why your max speed is still the 7.1 tier this very moment. You yourself have posted screenshots showing speeds within this range.
Re: DSL Extreme Er. We DID try moving you to the uncongested Juniper. Twice, even. Each time we did that, we got a lockout error that prevented you from going online, hence why we moved you back to your previous Redback. It wasn't a matter of needing permission to move you to the Juniper, it was a matter of figuring out WHY that lockout was occurring. No one, at DSLX nor at Verizon, knew why that lockout was occurring, hence why I said that if Tim could figure out why that was occurring, that would be great. Blindly moving you back onto the Juniper a third time without figuring out what's causing the lockout didn't make any sense, which is why I was mildly surprised when Tim did just that and left you in that state.
(As I did already tell you, I did look into different DSLAMS; the other DSLAMS for the area connected to the same routers.)
At any rate, I do hope they are able to figure out why that lockout was occurring and get it resolved for you.