Review by Nerberd 
member for 11.9 years, 12 visits, last login: 11.8 years ago
lodged 11.9 years ago
 Virginia Beach,Virginia Beach City,VA
 $49 per month
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Hello,
In late December I signed up for this service.I received the hardware and the installation as promised on January 21rst.Or so I thought. It has never worked right since the beginning. I was told by the installation guys at my home on the first day that the problem had to do with a profile being created on a "RedBack" router. I should compliment those install guys -they were friendly and eager to help, the problem was beyond their scope.
Since this first day, I have made repeated calls to Tech Support requesting
the status of this ongoing problem. What amazes me in this process is that
everyone has a different answer, but no resolution. I have been told the profile had been created, was about to be created, and after a week of intense phone calls - could not be created because no one has the training needed to perform this action. I have been promised updates, callbacks, etc. - many of which I never got.
After 2 weeks I was informed that once training was done on this equipment (GET that- no one knew how to do it!)- redback router - the service MIGHT be up by the following week. By then we'd be approaching a month that the product has
been installed and inoperative.
As of 2/10 - the service was up & down until 2/25 - when it
went down again on a Friday night. It has been down ever since. Called all day Sunday.No help. Monday Afternoon.I had been sitting in BA support cue for 2 hours PLUS trying to get thru to them. Started in this eternal cue early in the afternoon. ONCE AGAIN - I'm told my profile has been lost.Already knew that. NO ETR, NO update on the already open ticket #, NO kidding...
From what information I have been able to gather, an error 629 has to do
with a profile problem, or the lack of one. I've seen that one before.Since the onset of this latest outage, I get an error 638 - "the request has timed out".This a related error? I have made no changes to my setup.
BA has some serious service/support issues. WORST I have EVER encountered. Their cues are longer than the Nile, knowledge is short(for the most part - some of the folks there are quite bright and capable), and follow-through is nonexistent.I submit this in the hope that some of this information might prove helpful to others.
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