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Review by imkimc 
Posted: 2.7 years ago
member for 2.7 years, 3 visits, last login: 153 days ago
 Seattle,King,WA
 $89 per month
 about 25 days
CLEC party: Covad
 "Great tech support, really willing and able to help. Fantasctic uptime and communication when facing outages or upgrades"
 "Line thru COVAD took some time to gte up and running, never have received advertised DL/UL speeds"
 "While there are a lot of good ISPs out there, ISOMedia actually cares about their customers."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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OK. So after a rocky start, coutesy of COVAD all has been great. COVAD caused the delays in getting set up due to 1) sending a bridged modem instead of a routed modem and 2) taking FOREVER to get me the new modem and someone to hook it up. ISOMEdia's tech support guy at one point put his phone on speaker and waited until COVAD came online and then called me back. He sat on hold waiting to help me for THREE HOURS trying to get through to COVAD. Show me another company that would be willing to do that! I went from 768Kbps/768Kbps through Verizon to 7Mbps/768Kbps. The modem is a BroadExt and I have 4 static IPs.
I had another DSL line through Verizon with them and switched to the COVAD line after talking with their sales rep who told me I could get better performance for less money! Always nice to have someone sell you more for less!
Even during a recent power outage while all my friends with cable modems waited for up to two WEEKS to get their internet portion of the cable back up, ISOMedia never went offline for us. When they have scheduled or emergency service on their system scheuled a nice email stating when it will happen and what affect you may see is sent out. When you have an issue you get someone on the phone right away who is not only ale and willin to help you but they will stay with you and check back to make sure it is fixed either on the phone or through email. Basically these guys ROCK! My home business requires that I run a WWW and email server from home, and with ISOMedia I have no worries that I'll have random connection issues.
Recently I had a speed issue (which I was pretty sure was an upstream issue) and ISOMEdia's tech support answered the phone right away, the tech called the problem, had me test to be sure I was having an issue, fixed the problem and confirmed that it was fixed, all within about 30 minutes from the first call. That included me calling back and several emails to ensure that the issue was re-provisioning my line. And that is the very first problem I have had in 2 years!
If you're looking for a serious ISP with some hefty tech support mojo I reccomend these folks whole heartedly. The only reason I gave the median score to them on install coordination was that COVAD messed up and while not ISOMedia's fault directly, I have to rate the entire experience fairly. I was told by the COVADinstaller that my connection was non-standard and required a router normally put into businesses, unusual line for a house I guess, but I this is also my place of business.
Followup comments:  myluvnttl
join:2000-12-22
Mountlake Terrace, WA
 ·Comcast
| ISOMedia actually cares about their customers? ISOMedia actually cares about their customers? I don't agree with that statement. One tech guy say he would try to resolve my speed problem and would call me back, but never call back, and the same for the sale department. I would cancel my service soon. | |
| | smmilton8
join:2001-06-07
Redmond, WA | Re: ISOMedia actually cares about their customers? I am sorry to hear you had troubles. Please call me or email so I can help get your issues resolved.
Stephen Milton
CEO/CTO
ISOMEDIA
milton AT isomedia DOT com
(425)605-5755 (direct line) | |
| | dougnutz
join:2006-04-12
Redmond, WA
| said by myluvnttl :ISOMedia actually cares about their customers? I don't agree with that statement.... Myluvnttl- I have had dealings with Isomedia several times from initial contact through install and moving and upgrading.
Initially I bugged the sales rep for over a week with questions about the service and options available, even though I said I wasn't buying, she helped me as if I was her only customer. Every email I sent was promptly responded to; every question I asked was answered accurately. After several months when I did sign up everything went smoothly. Later when I moved they even loaned me a modem when I was having trouble with connecting at my new home. It turns out the problem was a bad phone jack, not the modem or service. But the IsoMedia tech support team helped walk me through the testing and setup, never once did they hurry me and never once did they put me on hold or transfer me to someone else when I started asking tough questions.
I have been with IsoMedia for a couple of years now any time there has been an issue the sales rep and support department treat me like I am the only customer they have. I have never found, or even heard about, that kind of service through any other ISP. Don’t take my word for it all you have to do is look through the reviews and compare them with other providers; the difference is in the quality of its people. Nobody is perfect and all providers will occasionally have a problem, eventually you will need to call support, that’s when you find out what kind of company you are dealing with.
Doug | |
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