Review by Scoleman4 
Posted: 9.5 years ago
member for 9.6 years, 46 visits, last login: 4.7 years ago
 Elkton,Cecil,MD
 Business customer
 $50 per month
 "Cheap, works well when up!"
 "Horrible customer service!!! I expect 24x7 service with Bell, not 8-4 (sorry, unmanned site!)"
 "I need this for work! Can't work like this! Very frustrated!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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Here's a list of my notes while undergoing my 4th outage in 3 months. I've
been in the Telecom industry for over 10 years, and I am quite familiar how
trouble tickets work, escalate, etc. This'll give any prospective BA (Bad
Attitude) customer a glimpse of what you're in for when dealing with these
folks. Also...there are a few contact numbers in my notes *wink, wink*, that
may help a very frustrated person...then again maybe not..it's my 4th day of
being out of service! Good luck
DSL contact:
Tamara Miller (very nice lady)
pager: 800-517-7063
ofc 757-852-1025
Beth (tech): 877-463-6300 9. x1555
Corp. Offices
Mark Weglightner, CTO
800-621-9900 x 4455
1st 2 outages did not record items, got fed up and decided to keep
a log:
3rd outage:
found down 4/13 @ 9am.
called tech support, was hung up on
Called back, got human. Opened ticket
11am - called, got hung up on again. called back, wait 1.5 hours for
level 2 tech, who hung up phone by mistake.
12:20pm-called info for BA corp. HQ, asked for CTO, actually got him,
was a nice guy! He said someone would call me within 15 minutes.
12:30-received call from NOC-they're prioritizing my problem, will call
within 2 hours w/update
2pm-working on CO problem, will advise.
up at 3:55pm.
4th Outage
5/5: found down 9pm, called in
5/6: called for status-no record of my call 5/5:
Reopened ticket, was told fixed within 24 hours.
5/7: called for status-told will be dispatched locally.
5/7: connectivity checked to house OK, can see modem, problem assumed
to be in CO wiring?
5/8: 8:20-called tech support, yawned for 45 minutes.
9:15: paged Tamara, she's checking on it for me.
5/8: 10:30 called trouble line, after 1 hour, found out still working
ticket, no update available.
5/8: 12:30 paged Tamara.
5/8: 1:15pm: called CTO at corp HQ and left V/M message.
5/8: 1:40 paged Tamara
5/8: 2:30 someone called for Tamara, no updates yet.
5/8: 5pm: I called, waited, got level 2 tech support.
Joe Quattlebaum, presidents appeals desk. 888-216-1443
Note; Tamara opened exec. appeal ticket! good for her!
they should be calling me back within 4 hours, ticket
opened at 2;30pm.
5/8: 6:41pm: called pres. support, talked to Joe. Wasn't offering
anything, I had to request update w/callback.
5/8: 9:15pm: called pres. support, talked to Joe. No updates
5/8: 10:45pm: called Joe. got voice mail. didn't leave message.
5/8: 10:50pm: called Joe, got v/m, no msg left
5/8: 11pm: called Joe, got ring no answer.
5/8: 11:45: voice mail hell, going to bed.
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