 Review by GPreston 
Posted: 9.6 years ago
member for 9.6 years, 728 visits, last login: 2.4 years ago
 Dallas,Dallas,TX
 $39 per month (12 month contract)
 "None so far"
 "They are incompetent fools"
 "Dallas SWBell ADSL is a sick joke - go for cable"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
|
It would appear that SWBell is making it up as they go, at least in the Dallas area. I have never seen a more disorganized collection of folks in my life.
I ordered ADSL 3/23, no problems there. I was told I would get notification of the installation date, and receive my h/w package, a few days before the install date. Neither happened - I had to call them to find out the status of my order. The h/w has never arrived, even after being assured 3 times that 'it is going to ship today'.
'Fortunately' the tech had a spare in his truck. The install was problematic, mainly due to the telco's screwing up my cable / pair info, and the tech's inexperience. The 2 techs they sent were very inexperienced, tho they were quite friendly. They spent from 1:30PM 4/14 to 8:45PM working on it, never showing any sign of wanting to drop it and run. I was impressed with that.
SWBell is so far backlogged on getting work orders in that there is no way for the tech to ensure that everything is working before they leave - there are delays of 48+ hours before you can even register for the service after the install is 'complete'. That, coupled with provisioning erors they have made (I am set for DHCP instead of the PPPoE that I am supposed to be), has rendered my 'install' useless.
I have spent hours on the phone with them about this, and have been assured that my information would be entered 'within the hour', 'within 2 hours', and 'guaranteed by 5 PM today'. Still no ADSL service as of 54 hours after install, and no sign of any progress.
An excerpt from an email I sent them:
"I've had it w/ calling 1-800-NET-(no)HELP, and waiting on hold for up to an hour, only to be fed the same line of BS about a paperwork backlog. If there is such a backlog, why is the provisioning dept not working on nights and weekends? And if it's only a paperwork backlog, why does the network status update during the interminable support queue wait now mention that new ADSL customers can't create new accounts, period? And if y'all know how to do ADSL, why have St Louis, Lubbock, Austin, and San Antonio ADSL customers been down for the last 2 days, as I've been reminded incessantly while waiting on hold?".
These guys are not ready for prime time, folks - I would steer clear of them.
Followup comments: | Forums » comments on review of AT&T Southwest |
|
AT&T Southwest
