Review by eortiz
(review was emailed from domain onyxes.com)
lodged 11.8 years ago
 Clifton,Passaic,NJ
 $49 per month
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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3/8 I ordered the service via BellAtlantic website and that's where my problems
began.
The message on the website stated my connection would be active on 3/16. On 3/14
I called their Customer Services department and informed them that I hadn't
received
the equipment [Modem/Splitters] and that my installation was due on the 16th.
The
friendly customer service person informed there were problems with the website
taking
orders and some orders were losts. She apologized and reissued an activation
date
for 3/20 and she also said the equipment was going to arrive the next day.
Following
day I received my equipment like promised. I was very happy with the service so
far.
Other than the website problem, everything was right on target.
Come 3/20 and I setup my modem right after 6:00pm like the Welcome Letter
stated.
Westel Modem's ready light keeps blinking. Looking at the Manual it says there
is
a sync problem. I was aware of synching problem with BA and its customers by
reading
many posts from DSLREPORTS. I called Technical Support and I was connected to
Level 1. This is where I lost confidence in BA. Level 1 are the worst customer
service
oriented people I've seen. They do not understand the fact that you've already
done
the necessary troubleshooting. They don't log their calls. If you call again to
BA you
have to proceed thru the same troubleshooting steps every time. This is
ridiculous.
Level 1 should understand if the modem is not syncing that is not a hardware
problem
if the modem is external. This is my 5th day with no service whatsoever. On my
3rd
day without service, I took a different approach. I called Customer Service
[They've
been nice and helpful since day one] and spoke with a nice yound lady by the
name
of Maria Lopez. Maria told me she would take care of the problem and contact me
the
following day at 10:00am. Following day at 10:00am the phone rang. It was in
fact, Maria
Lopez with a Level 2 guy by the name of Mike. I explained Mike the situation and
he said
he was going to try his best on isolating the problem. He was honest and did not
offer me
any exact timetable as to when the problem was going to get resolve since
Broadband
was very busy fixing other problems [Wonder why]. I've received at least 2 calls
a day from
Mike with followups. Those followups are appreciated but I rather get my service
working.
In conclusion, don't waste your time with Level 1. Level 1 does not fix
problems. I hope
BA restructure this whole business once they are settle. I believe they
advertised the service
too much and too many people jumped on it at once.
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