Review by whitemike23 
UPDATED: 192 days ago
member for 1.3 years, 4 visits, last login: 189 days ago
 Shreveport,Caddo,LA
 $47 per month (12 month contract)
 about 7 days
 "The technician that came was a very nice person."
 "Tech Support/ Customer Service Phone Support"
 "Shreveport, LA Service is not where it should be."
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Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I have had BellSouth Fast Access for about 4 or 5 months now. In Shreveport, there are not many choices for Internet service because the competition is just not there as well as the cabling system. I moved about 2 months ago to an area that is within the highest service package area. I used to have the 3.0 Mbps/ 384 Kbps. I decided to switch the service because I use it to surf the internet and play games on-line. With the 3.0 I had no issues at all, other than the fact that the upload speed seemed to be hindering my gaming experience slightly. Thus, I switched to the (available in my area) 6.0 Mbps/ 512 Kbps. The house I am in used to have the exact same service that ran just fine. I know this because that person is my father-in-law and I visited often and used his internet and such.
The ordering process took two days to complete and seemed to go smoothly. After the 2 days, I proceeded to do a speed test. To cut to the chase, the fastest speed I got was 2754 Kbps/ 312 Kbps. I got much worst download speeds, but for some reason the upload averaged about the same regardless. So I decided to call Tech Support after checking all the usual suspects. Tech Support's exact words to me were, "The line specialist told me there is a problem with the line, he will be working on it and your service should restored within 3 days."
Three days later I found a note from a Technician stating that the outside line was fine and the problem must be inside. She left her number to call because she was unable to come in to check since I wasn't home. I called to get an appointment set up. She came two days later and supposedly fixed the issue as the modem was reporting recieving the rated speed. I did a speed test once home and found that in fact nothing had changed. The actual download speed was lower than stated above as the fastest I have gotten. When I was getting the 3.0 package, I was getting speeds in the range of 2889-2920 Kbps / 370 Kbps so I am sure there is a problem when a supposedly superior package is not getting actual download speeds faster than what I had before.
I called the Tech and got her to come a second time, except I would be there instead of my wife. She came a week later and informed me that the 6.0 speed is very touchy and will not accept bad wiring. This is not to say I had bad wiring, this was just one of the Tech's excuses for not recieving the correct speed. To compensate for any wiring problems she ran a single CAT 5 cable from the outside box straight to my modem. She then connected her diagnostic devices and informed me again that the speed is where it should be. I even looked over her shoulder as she showed me the readout of the modem showing 7650 Kbps/ 680 Kbps.
I was amazed and asked how come so much faster. They pump out a faster speed so that they can get the rated speed to as many customers as possible farther away from the hub. Somewhere between your modem and the box outside it gets choked down to the levels you should get. She also informed me that I was within about a quarter of a mile from the hub and that was why I was getting such a fast speed. I had to leave our convo there as I had to be at work.
As soon as I got home, I checked the speed test. Again, still averaging the same below spec speed. I used to do tech support for Gateway Computers so I know what to look for as far as hardware and software issues with the PC. I also know how to spot viruses. No issues with the computer or the modem (I have several computers and several modems and each combination provided the same results). Yesterday, I did a speed test because I noticed the speed being slower than normal and I was right. Actual speed test showed 780 Kbps / 250 Kbps.
So far this whole experience has been very disappointing. I am calling today to get my service put back on the 3.0 and to complain. From what I have read from other reviews that are similar, it seems like the 6.0 has been over sold. I believe this would explain the 7000+ Kbps speed showing at the modem but not on actual download speed. I have this theory because at one time they offered the speed with a static IP included in the package, but now you must pay for one because too many people requested the static IP service.
Also, as far as phone support goes, I have been put in the cue so many times due to laziness or lack of knowledge of the product. Simple tech support issues get thrown from tech support to customer service and then back again because it was a tech support issue. Techs taking a call, then sending you to the wrong destination, and to make it worse, the destination was not working because it wasn't business hours. It has been a nightmare, but this is not my first rodeo. The attempt was to get a little better service for gaming, I will just have to deal with the 3.0 until someone or something better comes along.
P.S. Side note: I went to my brother-in-laws in Houston and he has U-Verse which on a speed test was the same rated speed I should be getting. What a kick in the pants that was to see him getting what I have had so much trouble with. 
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