Review by vvv00 
UPDATED: 297 days ago
member for 8.8 years, 79 visits, last login: 5 days ago
 Denver,Denver,CO
 $48 per month (month by month)
 about 7 days
 Qwest
 "They're not the phone company."
 "Tech support has unpredictable lapses in quality of service."
 "Not ready for a market beyond in-state local."
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Install Co-ordination:
Connection reliability:
Tech Support:
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Value for money:
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My Other Reviews ·MSN
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For starters, ordered 256k/256k at $32/month. DSL modem is Zoom ADSL 5590 X6. ($15 VCN + $12 Qwest + $5 for modem from VCN). Later changed service to 1.5M/896k at $54/month ($15 VCN + $28 Qwest + $5 modem from VCN). Qwest owns the physical phone lines to everyone's houses and thus has a monopoly of a sort, and uses it.
VCN tech support is spotty. Most of the time issues were resolved in a timely, accurate manner. However, several salient exceptions were deciding factors in the decision to find a new ISP.
On one occasion, I called at a busy time and the automated greeting said calls would be returned within four business hours after leaving a message. My call was returned over three business days later. I understand, it happens when chaotic things are going on.
On another occasion, I needed temporary use of dial-up, but when I called tech support to get the phone number 20 minutes before closing time one evening, my call went into the answered-in-order-received queue, but was never answered. Evidently tech support went home and left me on hold. Inexcusable to leave a customer on hold for 20 minutes and then go home. Pattern?
The back breaker was a recent problem that kept me from an urgently needed web site. An email thread I started specified a certain resolution involving the DSL modem's DNS settings, and ended with a suggestion I call on the phone to walk through the fix procedure. When I called, the person who answered, without acquiring all the relevant facts from me first or reviewing the email thread, directly contradicted the diagnosis arrived at via email and insisted his hasty and ignorant diagnosis was the correct one. Infuriating waste of time. Pattern established.
I hate to go with the phone company, but at $30 a month for 1.5M plus one time fees of about $120 (including a wireless DSL modem, and that's without the online discounted modem price) it's a better deal, even if tech support turns out to be no better than VCN.
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