Review by kfetner 
Posted: 9.7 years ago
member for 10 years, 12 visits, last login: 9.1 years ago
 San Francisco,San Francisco,CA
 $79 per month (12 month contract)
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Install Co-ordination:
Connection reliability:
Value for money:
(ratings match consensus)
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My installation was lengthy, but it came out okay. They showed up on time but had trouble switching my ISDN line over to the setup for DSL. There was suppose to be a tech coming 3 days before to provision the line. He called first, but when I told him that my line had gone down a week before and that I had thought it was it preparation to switching over from ISDN, he said there was no point to his coming out and that he would set it up for him to provision on the day of the install. He hadn't done it yet before the installation guys got there. They couldn't figure out how to do it. I thought it was interesting how whenever they called their tech support, they had to wait 30 to 45 minutes to get to talk to someone. Seems like employees don't get any better service from tech support than customers do!
Finally, the line guy showed up and got a dialtone in about 2 minutes. The install guys had already laid in a new line (the ISDN had been on an old wire already in the house) and set up the software for the PPPoE.
Then they had problems with connecting to the PPPoE server. Not sure exactly how they resolved it, but it took another long wait with tech support before they got a connection.
But then they had problems getting my account registered. My account didn't seem to be in the database. Another long wait with tech support to find out that my ISDN account hadn't yet been changed and they had to build my account in the database so that I could register.
So, after four hours, I was set. I had already decided before the install that I really wanted the Enhanced service with the static IP's instead of the Basic. But when I had called to upgrade before the install, I was advised that it would be easier to do the install first, then call in for an upgrade the next day. I did, and had my static IP's by the end of the day. No problem.
In conclusion, I really had no problem with the technicians who installed the line. The real problem was the switchover from ISDN to DSL and the long waits they had with tech support. I did notice with the PPPoE that the line kept dropping and I couldn't always get connected with the PPPoE server. However, I'm having no problems with the Enhanced service so far.
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Pacific Bell - SBC
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