Review by loki06 
member for 11.8 years, 122 visits, last login: 9.2 years ago
lodged 11.8 years ago
 Indianapolis,Marion,IN
 $49 per month- (12 month contract)
 "It works" "No Coummication" "Be persistant and your get answers"
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Install Co-ordination:
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Telocity
OK this is my review of Telocity. This review is a little more then just a
bitch of bad service. To begin with lets define customer service. Customer
service is based on when something with a product or service gets screwed up
and what that company does to fix that problem. I have read in some of the
past reviews of Telocity as "great everything happened without a hitch".
This is not good customer service. This is you getting what you ordered on
time like someone said they where going to.
Feb 3-00
Call up and Order Telocity Service. Call seemed a little longer then I
expected. The man on the other end of the phone seemed pretty new. Got the
name spelled wrong, got the phone number wrong (which are still wrong to
this day, Tech support said it would be easier for me to just change my
name). I received my email from Telocity in about a week confirming that I
did qualify for service.
Feb 28-00.
Haven't heard a damn thing from anyone. Time for me to do a follow up call.
I call Telocity and they have NO record of the Order. I am rather upset.
Nice lady in customer service takes down lots of information from me says
"We find it and I will call you back". This is another How-to, make sure
your info is right when they put it into the computer the first time. It
will cause problems throughout the process if it isn't.
Feb 29-00.
No return call from Telocity at all. OK this is my first gripe and How-to.
First the gripe, Telocity if you say you will call someone back DO IT. I
can't tell you how many times I heard "We will call you back". Never to
receive a call back at all. I mean is this some type of blow off technique?
OK now the How-to, If Telocity can get you off the phone they will, If
someone tells you they will call you back, ask them about who will call
back, when will they call back, and how do I reach you when they don't call
back. Be really persistent about this. If Telocity can get you off the
phone they will.
I decided to call them and find out what going on. They do indeed find my
order after more questions and a lot of search by the service rep. He
states "Yea you have an appointment with Rythms to the Install on March 16.
Hell thanks for the update.
March 16, Rythms is scheduled for an 8-12pm appointment. They show up at
3:30pm. They look at the wiring says it isn't right "I can't find the
termination spot" and leave by 3:45 PM. They give me Telocity's number and
a DSLACI number. I do what I am told and call Telocity and give them the
DSLACI number and they respond with "OH that doesn't mean anything to us".
This is where customer service is suppose to jump in and find a solution to
my problem.
I ask the Telocity CSR "Well what's wrong with the inside wiring and how do
I fix it??"
The CSR responds "Hmmm The Rythms tech is using lots of abbreviations in
his notes I can't understand. It says here 'IW over 150 FT'. Hmm.. Never
seen that before"
I respond "Maybe it means Inside Wiring over 150 Feet?"
"Hmm.. You think so?? ", the CSR responds.
My voice is beginning to have a little bit of anger in it "OK the installer
said something about not being able to find the termination spot. What does
that mean??"
"I don't see anything about that here"
This is where everything begins to break down big time. The person from
Telocity doesn't have enough brain power to get a light bulb to glow. The
Rythms installer was running 3 hours behind and didn't feel like dealing
with my installation problems so he split. The Telocity CSR states that he
will call Rythms and find out what's going on and what needs to be done and
he will have someone CALL ME BACK.(Keep track of these).
March 17,
No call backs (surprise!!). So get home from work and decide to call
Telocity (1 Hr wait time). Get a real nice person who takes down the
information again and says she can't really figure out what needs to be done
either. But a supervisor will CALL ME BACK (This is Number 2), by 9PM
tonight. Of course I get no call that Friday or Saturday.
March 18
OK I decide its time for me to get some answer about what's going on. I
spend the day on the Internet trying to figure out the wiring for phone
systems. I get a good idea of needs to be done. I also figure out the
problem. My DSL comes in on a separate pair of copper wires from my phone
copper wires. The wires that the Rythms installer was checking where cut at
the kitchen phone jack, therefore he couldn't tone them out (or find where
they end). But the installer failed to check any of the other pairs that go
into the apartment. He was running late and didn't feel like messing with
my install found a problem and left. It's just that simple. So bad Rythms,
Bad Rythms for hiring an installer that didn't give a shit about DOING HIS
JOB. OK So I decide hey I can figure this out. I ain't stupid. I connect
up the cross connects at the NID. I get a new jack at radio shack. Get
everything figured out and It should work. But it doesn't. Another good
How-to point. Understand at least a little about what an installer is going
to do. Take a second or two and poke around you NID. Don't just start
disconnecting wires or anything just get an Idea of what's going to happen
when the Installer comes out. That way if there is a problem you will be
able to talk intelligently about it and get answers quicker.
March 20,
Ok Now I am sure that my inside wiring is done complete and all. I just
need the circuit from the NID to the CO to work. I spend the day on the
phone with Telocity. Ask them what do I do now. The CSR respond with " I
wouldn't do nothing"
"NOTHING???"
"Yea NOTHING."
I'll put a note in you order that you have taken care of the inside wiring
and I am sure they will contact you."
"So I am suppose to get some type of CALL BACK (This is three).
"Yep they will contact you".
OK Let me ask an open question here. Do you ever order anything that you
don't get and then just kind of expect to appear??? I mean WHAT THE HELL
WAS THIS CRAP. At this point I have fixed the inside wiring and nothing
works, no one knows what's wrong and no one knows how to fix it.
March 21
This has now become a quest not something that I order but a challenge. A
challenge of my sanity. I will get them before they get me. I call
Telocity and explain to them that the inside wiring is complete. That I
have my modem. All I need telocity to do it to activate my DSL circuit. The
CSR responds with "OK I will put that order in". Ok that was a little to
easy.
March 22
I call Telocity to ask them for an approximate time that the circuit will be
on. The nice CSR responds with " I don't see anything about that??"
"What you got to be kidding??". (Man I am getting really pissed) I get
really angry at this point and you can here it in my voice "LISTEN so far
you company hasn't done SHIT for me NADA. I did the inside wiring all of
it. You have given me confusing or no answers while spending hours on hold
listening to GOD DAMN AIR SUPPLY."
"I am really sorry Sir, I will figure out what's going on and have someone
CALL YOU BACK (This is four)."
March 23
I call Telocity again. Get a little bit farther this time they tell me to
call Rythms. I do that and talk to the nice lady and see sends me over to
provisioning. "This is Rythms provisioning",
"Yea I need to see what has to be done on my order."
"Well lets see here,, we can schedule a tech to come to your house on the
31."
"What for??"
"To do the inside wiring!"
"I have already completed that So why do I need an installer to come to the
house???""
"To do the inside wiring!!"
"But that has already been completed why would you have to come out to the
house to do what is already done ??"
"To do the inside wiring!!!"
I wondered if the twilight zone had some how gotten a hold of me here. I
mean could this go one forever????
I tell the guy never mind!! I try to call Telocity about this.
March 24,
Call Telocity about getting the circuit up. A nice, intelligent,
knowledgeable (did I get the right number) CSR tells me to hang on and she
will she what's going on. She has Rythms test the line and finds that there
is foreign voltage on the line. It will take a couple of days to fix. OK.
This is my point why did it take 4 days to get this information. I read on
one of the very positive reviews of Telocity that they have lots of people
to coordinate. Well isn't that why I pay them money???. I mean four days
to get an answer to the problem. The biggest problem with this whole thing
is everyone is playing pass the BUCK. The CSR passes to the Supervisor,
Telocity Passes to Rythms, Rythms passes the problem to Ameritech. I mean
why couldn't someone do what this nice person did four days ago. Why
couldn't someone say OK I will help this person fix the problem or get some
answers??
March 27
Still no connection. Call Telocity to see what is going on with the Line.
They state that Ameritech should be handling the problem. I am little
burned out on calling and talking to these people.
March 30,
Still Nothing working. Call Telocity for some answers. And sure enough I
get back in to the pool of bad CSR's.
"Well Sir, I am not sure what's going on??"
"I have to open a POST-installation trouble ticket for you???"
"POST-installation trouble ticket what is that for ????"
"Well Sir POST means after????", in a sarcastic tone.
OH man this lady has hit the wrong button this time. I kind of lost it.
(pardon the language). "LISTEN you BITCH I am not stupid. POST usually
ALSO implies that the installation has been completed. Which it has NOT!!!!
You haven't DONE Anything but tell me to HOLD ON. OR we will call you back,
or you have just plain blown me off. What kind of GOD DAMN COMPANY are
you??? "
"Sir There is no reason to use harsh language, If you want I can have a
supervisor call you back"
"Supervisor!!! Call BACK!! Not this time. I have talked to more ALIENS from
outer space then I have talked to your DAMN SUPERVISORS. Come on be honest
lady you guys don't ever have supervisors do ya'. I have been told 4 times
I would get call backs from supervisors and NEVER ONCE gotten one. NEVER
ONCE!!! So the only logical thing to conclude is either you company SUCKS or
you don't even have supervisors or both. SO tell the truth which one is
it??."
"Well sir I can give you the number of the Rythms tech. that is handling
this problem"
She gives me the number of the tech which is against the contract that
Rythms and Telocity have signed but she has to play pass the buck. This is
what I mean about Telocity. Once that get into a corner they just pass it
on. I call Rythms tech guy (She even gave me his extension). I call him up
and he answers. I tell him the problem he asks where I got the number from,
I can hear the phone get covered up by his hand and in the background you
here (those GOD DAMN people from Telocity are telling people to call here).
He test the line for foreign Voltage and still finds a problem. But he is
nice enough to get in contact with Ameritech to fix the problem. This is
great and I have to give two thumbs up to Rythms and this tech person. He
didn't have to take my call. He didn't even have to give me service. But he
did both and was very helpful and gave me answers and time frames of when
the problem might be fixed.
March 31, After getting the direct number to someone that wasn't a dumb
ass, this starts to get a little better. The nice tech from Rythms has
reported that the voltage problem on the line has been looked into by
Ameritech at the CO but the line still shows voltage, So he will schedule
Ameritech to come out to the residence to check it out. OK now this is
customer service. Again thanks to Rythms.
April 2,
Rythms and Ameritech have fixed the voltage problem. Back to Telocity. I
still don t have connection but I do know that the DSL modem and CO are
linking up correctly. (I see light at the end of the tunnel). Telocity tech
support has to put in a trouble ticket. I ask them the time frame and of
course they have NO IDEA. NOT a clue. I have an open question for Telocity
when you hire CSR do you like SUCK their brains out before you put them to
work. You must know how many trouble tickets are open and the staff and
Idea of the problem. It seems that you should be able to at least take an
outside guess. I understand that you can't promise anything but a guess
would be helpful??? Hell they have clocks now that can tell me when I am
suppose to die but you can tell me how long it will take to fix me DSL line.
April 3,
Call Telocity about what's going on with the line. Of courses as usually no
answers, no clues, no NOTHING. Hey maybe Telocity CSR's could work for the
INS on the Eliah Gonzolas Case. That way no one would ever get a real
answer to if he was allowed to stay in the US or Go back to Cuba because
they wouldn't have a CLUE not ONE. Therefore Eliah would be like dead and
buried a lived a long life in US and Telocity would say "I sorry Castro, We
will have to have someone CALL YOU back on that CASE we don't have any real
information". I do however call my buddy at Rythms. He takes a few minutes
to see what going on. "Should be fixed by the end of the day. If you don t
get the service light blinking on your modem by 6pm give me a call back"
Sure enough 6pm comes and there goes the service light. You can't image the
pure JOY of seeing that little light blinking. OK time to set everything
up. Get on the Internet. I start the software install and of course I
forgot my phone number is wrong in Telocity's computers. I call tech
support and they tell me just put in the wrong phone number( I know this is
going to bite me one of this days). I did and it worked I mean it really
worked. Speeds are great. And best of all it worked.
Lesson to be learned.
First of all Telocity. Man you have to do something about the people that
work for you. Give them the power to find out answer or what ever but your
customer service is the worst I have ever seen.
Second, Rhythm thanks for all the Network support. If only your installer
could have been as good.
Third, Don't let Telocity blow you off. They will if you let them if you
demand answer I mean really demand answer you might get them.
And last but not least, know what's going on about the install and the
process. There are lots of things on the internet about how this get wired
and stuff. DSL reports is a good place to start. This will help people
challenge and talk effectively to the CSR and tech people and remember to
always have a good since of humor about it.
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