Review by (hidden by request)
(review was emailed from domain dta.state.ma.us)
lodged 11.7 years ago
 Worcester,Worcester,MA
 $49 per month- (24 month contract)
 "Very customer oriented." "Slow to respond unless prompted." "Faster install than expected. Very satisfied with the process so far."
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I have been very pleased with Phoenix from the start. I first ordered
DSL on March 10, 2000 ($49, 416/208 service) from Northpoint. Their
service was fine, and they always answered my questions. Although they
never called me, they always answered my calls or e-mails. My sales
rep is Pat McCullen.
Two weeks later I noticed that they were offering 768/408 service for
the same price, through Rhythms. Unfortunately this meant a new
contract and going back in line. (Even worse, within days of sending
the new contract, Northpoint called to set up the wiring.) They were
always sure to warn me that I might not be able to get DSL service,
and that it might take two months. Even though the outside wiring was
already done, it was till a wait.
About three weeks later, Rhythms called to do the inside wiring and
set up the line. The man came right on schedule and brought the
wiring from the outside connection through two floors to where the PC
was. He set it all up, but the connection could not stay synched by
the time he left. Since it was a Rhythms problem, I called them the
next day to see what I should do. The next day a Bell-Atlantic person
tested the line at my house and reported no problem. The next day I
called again, and Rhythms told me I needed to be set up by Phoenix.
Phoenix tech support walked me through some steps, but it would not
connect. Tech support reported the problem to someone higher up and
said they would hopefully get back to me the next day. I left my PC on
the next day, in case they needed to test the connection. When I got
home from work, it was live.
Since then I have had some speed issues, only getting in the mid-300s,
even though I am supposed to get 768 down. They again have worked
with me every day or two. Now, they are setting up a conference call
between Phoenix, Rhythms and me to run some line tests. (there should
be no problem, since I am 8,000 ft from a central office and have a
new line.) I hope that works things out.
They have assured me they will lower their price if they cannot get
the speed higher, but a few dollars more for much faster speed is well
worth it.
Phoenix has been nothing but cooperative at every step of the way.
Their emphasis seems to be on customer service and fixing whatever
problems exist. Based on my experience, I would highly recommend
them.
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