Review by vesper6 
Posted: 9.6 years ago
member for 9.6 years, 26 visits, last login: 8.9 years ago
 Milwaukee,Milwaukee,WI
 $50 per month (12 month contract)
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This review covers a Telocity/Rhythms install in the Milwaukee area. At this point I am still not up and running and this review will cover the difficulties I have run into with Telocity.
DSL service from Telocity was ordered at the end of February. After 4 weeks, Rhythms scheduled an appointment to come do the inside wiring (they were here on March 28th). Since I didn't have my Telocity modem yet, the Rhythms guys brought their own to make sure the DSL line was working. Everything seemed ok when they left. I called Telocity that same day to inquire about my modem. They sent it out that day, and I get the impression they wouldn't have if I hadn't called to prompt them.
The next day, the Telocity modem showed up, and I hooked everything up. All seemed well. The modem acquired the DSL signal, and I was able to connect and get started. And then I picked up my normal phone... On my seperate analog line, I could hear the DSL connection. It sounded like severe static (almost a modem-like sound), and upon picking up the receiver my DSL connection immediately dropped. Rhythms, the company that does the internal wiring in this area, apparently crossed over wires with my POTS line somehow. I discovered this on March 29th. Note: Telocity installs a seperate phone line for DSL and this should no way interfere with my standard phone operation.
Starting March 29th and until today (April 11th), I have been trying to get someone out here to fix this problem. Between Wed the 29th and Monday April 3rd, I spent a grand total of 4 hours on hold with Telocity customer service. I was transferred between departments because no one knew who should take care of this problem. I was promised 4 callbacks while the representatives "looked into" the problem, which were never returned. At one point, a Telocity rep had a 3-way call to Rhythms with me. Rhythms told me that they needed a week to "check things on their end." This to me is ludicrous seeing as this is a internal wiring problem. I decided to escalate the call and spent an entire day trying to talk to a supervisor. After leaving voicemails I finally spoke with a supervisor. She promised to get me an appointment time with Rhythms and get back to me. This was on Monday, April 4th. I'm still waiting for that call back from Ms. Nelson.
Giving up on Telocity, I tried contacting Rhythms directly, since they were the ones doing the installs/wiring. At first I was given the line of "Due to our contract with Telocity, we cannot talk to Telocity end users." Eventually, I was able to talk to a rep who got an appointment for me on Friday, April 7th. I scheduled to take the day off from work Friday so I could let the Rhythms guy in. He was supposed to be here between Noon and 5. 4:00 rolled around and I hadn't heard anything, so I called Rhythms to find out what was going on. Like Telocity, I was given a general run around and no real answers. By the time I did get an answer, no supervisors were around and of course, the technician never showed up. (He was never dispatched to begin with because the rep who entered the service-order didn't enter all of the information. Never mind the fact that when I called Thursday to confirm that appointment, I was assured a technician would be there.)
Yesterday (Monday, Apr 10th), I talked with a supervisor at Rhythms who was going to "try" to get a technician out here in the next 2 days. This failed of course, and today (Apr 11th), they scheduled an appointment for Monday April 17th. Apparently they don't really care that I spent an entire afternoon waiting for one of their technicians who didn't show and now I am waiting another week to get this problem fixed.
Telocity may have great prices and a great deal on DSL. Now I know why. They have the worst customer service I have ever encountered. It is inexcusable to not receive call-backs, especially from a supervisor. It is also inexcusable to schedule an appointment that is not met. And to make me wait over another week for a new appointment is salt in the wound.
If you have ordered Telocity, and everything went well with your install, then good for you. If anything goes wrong, be prepared for the worst.
A very unhappy Telocity customer,
Mike Pollmann
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