Review by cf0 
member for 11.8 years, 31 visits, last login: 4 years ago
updated 11.7 years ago
 Rockwall,Rockwall,TX
 $69 per month- (12 month contract)
 "24 hour, 800 tech support" "Techs don't return phone calls" "I was down for 1 month after the install while they worked out the bugs. Now that it's working, I love it."
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I'm up and running after 2+ months of getting the run-around. My connection has been solid since they figured out the issues. 120K+ up/down just about everytime I check it.
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It is my opinion that the ISPs are at the mercy of the phone company and Covad. I have found Onvoy to be very courteous, but not very helpful. When something doesn't work, they dispatch Covad. There is no urgency to get this resolved. If I didn't continue to call them every other day, nothing would get done. I've been without service for almost a month now and they have the nerve to send me an invoice! I believe that they can't do much more that they have, but I'm buying the service from them. I'll cut my check to them when the service works. That makes them responsible for the service.
Through all of this, there were many unreturned phone calls from Onvoy's tech support and a lack of competency on Covad's part. Covad couldn't care less about my service. The canceled service calls without notification are evidence of that.
Ordered IDSL 144/144k on 2/23.
3/7 Received a call from Onvoy to verify my address. Covad had questions about it. Someone misspelled the city I live in and the Zip was wrong.
3/14 Called customer support to check the status. They said the SWB canceled the order. No reason given. I wrote an email to my sales person and she said this isn't the first time she's seen this happen. Asked me to wait as they resubmitted it. She thought it would eventually go through.
3/23 Call from Onvoy telling me that SWB will be there on 3/27 to install the line.
3/27 The line was installed.
3/30 Got a reminder message from Covad (never got the original message) that they were going to do their part of the install on 3/31.
3/31 Covad showed up and installed everything. They said that something was wrong with the order and Onvoy was going to have to fix it. It should work by 5:00pm. I tried it and it didn't work at 6:30pm. I wasn't able to try it again until 9:00pm. It still didn't work. Called Onvoy's 24 hour tech support. They said that their database crashed and they would call me back at 10:00pm. They never called back, but the service started working at 10:30pm. Played around with it 'till midnight.
4/1 Got home around 9:30pm and decided to jump on line to race. I couldn't get on. Couldn't ping the gateway. All of the lights on the router indicated that everything was ok. I called tech support at 10:00pm. The tech told me I had something wrong with my account and he couldn't change it. He was going to call the Network admin to fix it and I would be up later that night. I didn't wait up for them.
4/2 At 8:00am I still didn't have service. Called tech support and they said that Covad left them a note to call when they had me on the line. It was determined that Covad was going to come back to my house to do some testing. They asked for my availability and asked me to call back the next day to get the date they would come out. Covad was dispatched to come out on 4/5 between 12:00 to 5:00pm.
4/5 The Covad tech showed up but didn't fix the problem. He said it was a problem with SWB, and it would be fixed within 48 hours.
4/7 It still doesn't work. Called Onvoy. We did a conference call with Covad. Covad dispatch determined it was a bad router. I asked dispatch if the tech should have been able to determine I had a bad router on the other two visits. He said no, they only try to fix what's on their notes!!!
4/10 Called Onvoy. Covad will be out to my house on 4/14 between 12:00 & 5:00.
4/14 4:30 got a call from a Covad tech saying he's running late. He showed up at 6:00pm and left around 7:30. He said the problem is with Onvoy and SWB. He can't fix it, but he's going to escalate it to his supervisor. "Covad will call you in a couple of days and say try it now." Guess what, they never called. Two days later I called Onvoy and they said Covad would come out again on 4/19.
4/19 Covad didn't bother to show up. They rescheduled for 4/21 without notifying Onvoy or me.
4/21 Covad didn't show up again. No reason given, just "canceled."
4/24 Called Onvoy to reschedule and complain. They said that one of their supervisors would look into it. Covad is supposed to come out to my house on 4/28. I'll keep my fingers crossed, but I ain't gonna hold my breath.
4/27 Covad called and said they were comming out to the house. This was one day early and without warning. The tech said he knew nothing about the 4/28 date. He called back later and said they would be out 4/28.
4/28 Covad and SWB came out to the house and worked on it for a few hours. They fixed it!! Yipee! The problem, according to Covad, was with a setup issue on Onvoy's side and hardware belonging to SWB at the CO.
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