Review by (hidden by request)
Bad "everything and anything DSL Extreme"
- Location: Los Angeles,Los Angeles,CA
- Cost: $18 per month (12 month contract)
|Pre Sales information:|
Value for money:
(ratings well below consensus)
At the end of September 2012, I switched from AT&T to DSL Extreme. It took about 1 week for them to take over my line then, about another week to actually connect me to their service.
It was very frustrating as I was without service for about 2 weeks. I purchased a new NETGEAR modem/router just to make sure I would have no issues. As things started moving along, I started noticing that I could not stay connected to DSL for more than about 30 minutes, then I would be dropped. I would have to unplug everything, wait, then restart everything!
I called the tech department at DSL Extreme and they tried to resolve it but could not. This went on for quite a while time and time again.Finally, DSL Extreme called AT&T, scheduled an appointment for them to come out. They, AT&T, came out and ran a new line from the pole to my house, then I hired an electrician to run new cooper wire throughout my house to make sure my signal was clear. From all the things I did, you would think I would have fast, fast, uninterrupted service, well, no I did not. My service was so slow I could not even open an application for a parks and recreation activity for my kids. During this time I also experienced being dropped again!!
I called DSL Extreme again and told them I could no longer continue with their service as it did not work.They would not allow me to get out of the contract, they would not allow =0Ame to speak with management, they told me it was all due to a squirrel and it was my fault. I spent countless hours on the phone with their tech support over the few weeks I was able to connect, (on and off) . This company is by far the worse company I have ever had business with. They charged me a buy out of my contract for the sum of $197 and change plus deducted $18 and change for the month of October. This has been such an inconvenience, with two kids in school, grades 5 and 8, and without internet and loads of homework. I'm spent, seriously, DSL Extreme is promoted on KFI Los Angeles and I am so sorry I believed them
(review was emailed from domain sbcglobal.net)
lodged 1.2 years ago
DSL Extreme Dear Lynne,
I'm sorry to hear that you were having trouble with your connection. I certainly don't think that you did anything to cause the squirrels to chew up your phone cable, but we did send out a technician from AT&T to replace the cable, so such would not be valid grounds to cancel the contract.
We had the technician out on your premise on 10/16 to repair the squirrel-gnawed line. Next day, 10/17, we did further testing with you and found that the jack you were connecting the modem to didn't have a dial tone, so we moved the modem to another jack which did, where it was able to connect - this is clearly an inside wiring issue, and again, not something under our control nor a valid reason to cancel the contract.
We did not realize you were having any further trouble with your line until you contacted us on 10/22, demanding to cancel the account immediately. We did offer tech support to troubleshoot further, having successfully handled the previous two issues, but you unfortunately declined. We would be happy to resume troubleshooting should you decide to come back and resume service with us; otherwise, we wish you the best with your future ISP.