Review by jmazz012 
Posted: 9.6 years ago
member for 9.6 years, 9 visits, last login: 9.6 years ago
 Dallas,Dallas,TX
 $49 per month (12 month contract)
| Pre Sales information:
Install Co-ordination:
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Saturday, March 18, 2000: Called up Phoenix Networks and talked to Bill Keefer, the rep. He was incredibly helpful and understanding about my obvious lack of knowledge in the field of DSL. He e-mailed me the quote and contract while we were on the phone and waited until I received it. I later called him back twice more to ask more questions and he did not once seem ytired of me' as some companies' reps do.
Sunday, March 19, 2000: I faxed my contract and quote to Phoenix in the afternoon and e-mailed Bill to let him know that it was sent and asked him to give me notification when he received it. He had said the day before that Sunday was his one day off, so I did not expect a reply that day.
Tuesday, March 21, 2000: I received a reply from Bill at Phoenix saying that he received all the necessary information and that I was good to go. I also received an e-mail from NorthPoint verifying my $200 rebate on the modem.
Friday, March 24, 2000: I received a call from Phoenix Networks sometime in the morning but I was at school at the time and was unable to receive it. My answering machine was also on the fritz, but I noticed the call on the Caller ID.
Wednesday, March 29, 2000: While I was at school the Southwestern Bell technician called and my parent received the call and let him know what he needed to know about the location of everything he needed to be involved with. No notice of the success of the visit yet, however. I am hoping for a call from NorthPoint within the next few days to set up a date for the actual installation.
Thursday, March 30, 2000: Heard from NorthPoint and scheduled an appointment for the next day from 5-9 PM. The modem came Airborne Express when I was out and after calling them, it was set to be brought again before noon the next day.
Friday, March 31, 2000: The modem came as planned, but upon receiving it, I noticed a problem. The modem was an IDSL modem, and I was supposed to be getting SDSL service. I called Phoenix and talked to my rep (Bill Keefer) who then transferred the issue to Customer Care. About thirty minutes later Christie from Customer Care calls me back with the bad news NorthPoint somehow received the order as IDSL rather than SDSL. The ENTIRE process had to be redone, even the contract. Called NorthPoint at around 5:15 PM hoping that we would be able to cancel the visit of the technician before he arrived and save ourselves at least that little hassle. Obviously, I'm not very happy with this, and the fact that there is pretty much nothing I can do about it just adds to it. Although we were making great time as far as getting everything up and running goes, I can only hope that the second time around things will go as quickly, but this time correctly.
Pre-Install info was great as per usual w/ Phoenix. The reason for 3 stars in Install co-ordination and not 1 is that the coordination between SWBell, Phoenix, and Northpoint was good as far as timing went, but obviously lacking in the accuracy department.
More updates to come 
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Phoenix Networks - PhoenixDSL
