Review by giro
(review was emailed from domain pnx1.com)
lodged 11.9 years ago
 Melrose,Middlesex,MA
 $45 per month- (24 month contract)
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Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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I received my DSL service from PhoenixNet last week. The sales process
was excellent, the installation was moderately painful, and to date, the
customer/technical support has been excellent.
After an exhaustive search for DSL or Cable Modem service, I found that
PhoenixNet was the only company that would provide high speed internet
access (208K) to my home at a reasonabe price. I placed the initial
order in mid January, and the sales rep guaranteed serviced by April
first. After calling once to check on the status of my order, I got an
installation date of 2/18.
A technician was at my house for 5+ hours, but was unable to get the
service running because of a network problem between my PC and their
gateway. I was unsure about the exact nature of the problem, but it was
most likely with the local loop because they were able to ping the
gateway, but were unable to see my machine. Additionally, I was unable
to ping their gateway.
After 1 week of diagnosis and trouble-shooting, the problem was
resolved. During this time, the PhoenixNet and Rythms
customer/technical support representatives called me almost every day to
update me with their progress. Additionally, each time I called their
tech support line, I reached a helpful person without waiting (I am not
joking).
The fact that there was a problem with the installation did not bother
me because I realize the rollout of xDSL is a new process for most
companies. What is most important is that PhoenixNet took ownership of
the problem, worked with me and Rythms to resolve it in a timely manner,
and kept me informed during the resolution process.
PhoenixNet should be commended on how they train their tech/customer
support representatives.
- Mike Girifalco
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