Review by Robbord
Good "No bandwidth caps, use your own equipment, good speed, low price"
- Location: Anaheim,Orange,CA
- Cost: $23 per month (12 month contract)
- Install: about 7 days
Bad "Low level phone support is weak"
Overall "I'm very happy with DSL Extreme and recommend them"
|Pre Sales information:|
Value for money:
(ratings above consensus)
My family recently switched to DSL Extreme. We ended a 10+ year run with AT&T because of their new bandwidth caps. We will never have Internet service with bandwidth caps. PERIOD. I considered Time Warner Cable but the reviews on BBR and Yelp are just horrible. We've had TWC cable TV for years and briefly had TWC Internet. Let's just say I haven't been impressed with TWC. I considered Sonic.net but they force you to lease their equipment. Why would I lease equipment when I already have a perfectly good modem? So in the end, we chose DSL Extreme. Here's my review thus far:
We ordered service entirely through their website. We never talked to anyone during the ordering process. The information presented on their website is clear and the ordering process went very smooth. I placed my order on 8/13/2012 and got a activation date of 8/20/2012. I ordered the same speed I already had from AT&T: 6000/768Kpbs. My AT&T connection had been rock solid for years. I don't fully understand the relationship between DSL Extreme and AT&T. From my limited understanding, I believe much of my "DSL connection" would remain the same even though we switched to DSL Extreme. Since my AT&T connection had been rock solid for years, I wasn't anticipating any problems.
We kept service from AT&T until DSL Extreme was up and running. At about 4:00 AM on our activation date, we lost Internet connectivity. I figured there would be some down time so I didn't worry about it. By the afternoon, we still were not up. I decided to call support. DSL Extreme's low level support is absolutely worthless. I called twice and both support techs gave me false answers. When asked about my password, one tech told me my password was mailed to me. (as in snail mail) FALSE. The other tech told me my username was the same as the one I used to log into the website. Again, FALSE. I already knew the answers to the questions because they are clearly stated on the DSL Extreme website under "Setup Instructions". I was just trying to verify the answers. Both support techs made it clear that they wouldn't escalate the support ticket until after 24 hours past the activation date. I can kind of understand that because I'm sure DSL Extreme doesn't want to spend a bunch of time chasing down something that just hasn't been provisioned yet. But still, low level support = FAIL.
I literally called support again at 12:00 midnight exactly 24 hours after the activation date. The person I spoke with was nice and said to call back in the morning and my call would be automatically escalated to their higher level support techs. I checked out the connection my self using the diagnostics built into my modem. The only thing that was failing was authentication. I got up the next morning at about 8:00 AM and immediately called DSL Extreme tech support. Just as promised, I was transferred to higher level support. I quickly explained the problem to the tech. He said, "Let me check our Radius server... OK, do you have Internet now?". And just like that, we were up and running. For two weeks now, our service has been rock solid.
After reading the reviews here, I have a couple of tips for prospective DSL Extreme customers:
#1) If there's a possibility you may move or not need Internet service from DSL Extreme in the near future, don't agree to a 12 month contract! It's called a contract for a reason. Some companies are cool about getting out of contracts. DSL Extreme, apparently not so much. To quote Lionel Hutz, "But I ask you, what is a contract? Webster's defines it as "an agreement under the law which is unbreakable." Which is unbreakable!"
#2) Purchase your own modem and router. You don't want to have to send something back to your ISP when everything is said and done years later. I'm using a Siemens SpeedStream 4100 modem and it works great. They go for $10 ~ $20 on eBay.
#3) Save $20! DSL Extreme has a generous "Refer-a-Friend" program. Basically, you get a $20 credit after 90 days of new service. When signing up for a new account, Step Two of the sign-up procedure will ask, How did you hear about DSL Extreme? . Select "A Friend (Existing DSL Extreme User)" from the drop down box and enter the username "extremeuser". We will both get $20 credits. How cool is that?
And after reading the reviews, I have a tip for DSL Extreme. Don't be so quick to send things to collections. I hate when companies send things to collections when they have the slightest problems invoicing a customer. From reading many of the reviews, I kind of get the impression this is how DSL Extreme operates. To put it bluntly, people who work for collection companies are jerks. It leaves a huge negative impression. Maybe this statement is unfair because I have never personally had this problem with DSL Extreme. However, if there was one thing from the reviews that almost made me choose another ISP, this was it.
After reading my review, it almost looks negative. 28 hours without Internet... the horror, the horror. Although, that's not the case at all. I'm getting a rock solid connection. The speed and latency is great. There is no equipment to lease or return. The higher level support is good. They have active and responsive support on BBR. The new customer 12 month contract price is cheap. And best of all, NO BANDWIDTH CAPS!
Bottom line: Would I signup with DSL Extreme again? Absolutely. Would I recommend them to a friend? Absolutely.
I'll update this review in a few months...
member for 10 years, 56 visits, last login: 204 days ago
updated 1.5 years ago