 Review by semick 
UPDATED: 1.4 years ago
member for 7.1 years, 135 visits, last login: 153 days ago
 Cleveland,Cuyahoga,OH
 $70 per month
 about 29 days
 Cavalier
 "Price, 2-3X faster DSL than AT&T"
 "Long Customer Service Queue times, poor service in Ohio"
 "be prepared to fight to get your money's worth"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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despite the advertising in Ohio you will not get:
Remote call forwarding
Anonymous Call Rejection
Call Blocking
No Call waiting caller Id
No voicemail notification on your phone (only the stutter dial tone)
No documentation on web site for Ohio customers
7-3-07
I think I'm the first Ohio customer to post a review on here.
Our family has been using AT&T POTS and DSL and paying between 80-90 a month with caller Id, and call waiting. I really wanted the anonymous call rejection and all the other included calling features including voicemail. I was quoted dsl download speeds of 1,000 - 8,000 kbps and being about 7,000-8,000 feet from the C.O I am hopeful of better speed.
I'm currently getting 1239 / 323 (Kbps) from dslreports speed test. The Cavtel bill is supposed to be
HI-SPEED INTERNET with Unlimited Long Distance Calling, just $49.90
+ "Tax" (didn't ask about USF but I will). I think it is supposed to be about 67$.
I will post the total price on the first bill when I get it. I was told it would take about 13 days.
The cable company here in Euclid, Ohio was Adelphia, now time warner and that costs about 80 a month and would be about 120-130 I believe for cable + internet + phone.
if cavtel doesn't work out I will go to roadrunner I think.
Scott Emick
Euclid, Ohio
8-1-07
I noticed I couldn't connect to google today on at&t dsl. I picked up the phone and dialed a few wrong numbers, got a different voice on the error messages. I'm assuming cavtel finally is in! I swapped out my at&t DSL modem for the Zhone modem they sent me, plugging my 4 port wireless router into that. 30 seconds later, I am up and running again.
My first flash speed test I got 1308/477. So I have an improvement in my up speed from at&t, that is good. But I am not seeing the DSL2 speeds yet. I will remain hopeful at this point.
8-3-07
My speeds are now averaging 1200-1300 down and 600 up. Calling features are not yet working like *77, *72, *60 etc. Calling customer service average wait time is 20 minutes. I called dial tone repair and they said the switch was working, sent me to customer care (who had originally sent me to dial tone repair).
I am going to keep calling them until they get my calling features working. Also I cannot click on any of the broadband tv content on their website, it tells me I am unauthorized.
I didn't have incoming calls for the first 2 days either. There was a porting problem from AT&T. At least basic phone service is working and voicemail as well.
8-5-07
Peak speeds on DSL 1600-1700 down and 788 up now. Average is about 1.5 down and 600 up. Customer service and dial tone repair are clueless how to fix my *77, *72, and *60. These services simply do not function. Repair just asks me if I need instructions on how to use them (duh, no). And customer support cannot remove and reassign the calling services because my "order is in progress". I wonder how many days/months/years my order will be in progress. A simple matter of turning on some flags in a switch to allow me to use anonymous call blocking, call blocking, and call forwarding for Cavtel is a monumental task. In my last email to them, I simply told them to please just clip on to the damn line and test the services yourself. I have been using enhanced calling features like these for 20+ years now and don't need instructions. I am a bit disappointed in the ADSL2 speeds, but eventually I will test from the network interface and if the speeds are better, then I will run new wiring to the modem. I have given up calling customer service for now, the hold times are ludicrous.
8-13-07
Calling features (other than call waiting, three way calling, and voicemail) remain disabled. I believe that Cavalier even had AT&T come out and switch the wire pair I'm on from the C.O. to here which removed a bit of a hum but didn't do too much to improve speed I am hovering around 1.9 down and 600 up or so.
I would really like my calling features. I cannot understand why these do not work. I thought that was basic software that came with the switch. I also don't understand how Cavalier can close out trouble tickets without clipping on to my line and test if the features work, or ask me to do it. As of today, I am going to start including a link to this review and remind Cavalier that they are *spotlighted* in Broadband Reports web site.
8-14-07
Today like many days I call into customer service and she cannot find the account after I waited 45 minutes on hold. Then she hangs up on me. I cannot bear to wait in queue today again so I fire off another email asking When are my &*^% services going to work? I think I need to put in a PUC complaint and file an AG complaint to get someone there to actually help me.
8-18-07
Well it has been 4 days and several complaints later. They have established a new trouble ticket and have fixed absolutely nothing. I don't get any status updates or feedback other than "we're working on it". Yeah, and I am working on winning the lottery every day too and getting hit by lightening. In case I didn't mention it, here in Cleveland this is what I am experiencing:
working:
voicemail
call waiting
three way calling
call return (*69)
Speed Dialing (*74)
not working:
voicemail notification on phone
caller id w/call waiting
Call blocking (*60)
Anonymous Call Rejection (*77) - this one is very important, one of the reasons I switched to Cavtel
Call Forwarding (*72)
8-20-07
DSL has been down since yesterday at 2PM. Luckily I have unlimited data plan on my Alltel phone and a USB cable. I could not get through to customer service on the phone during the day, but woke up at 3am and was able to get through. Apparently they have some issue on their network because my modem connects to the DSLAM ok, but I cannot ping anything. 12 Hours down so far, I will see how long this goes on.
5AM
I couldn't sleep so I decided to change my wan port on the router to static ip and fill in the DNS. So the tech guy was wrong, the network seemed fine except maybe their DHCP server was down. But at least my internet is working again.
8-28-07
Well after 4-5 more customer service calls and about 10 emails to Cavalier, nothing has changed. The switch here in Cleveland is still not programmed for call forwarding, Call Block, Anonymous Call Rejection, Call waiting caller id (I just think they don't offer this one). I always get different answers each time and never any resolutions. The only thing that keeps me on with them is the faster DSL speed that I am getting over AT&T. I am consistently getting almost 3.0 mbps down and 700 kbps up. They screwed up my first bill and charged me the 34.95 + 25.00 for the DSL instead of 49.90, so I had to call and get a 10.05 credit. Also I was charged 2.00 for a Data Service Recovery Charge. I am not sure what this is but I will enquire.
9-21-07
I now have all my calling features except Anonymous Call Rejection, Call Blocking, and there also is no Call Waiting Caller ID or Voicemail Notification (other than the stutter dial tone). One of the original reasons I switched to Cavtel was for the Anonymous Call Rejection and this remains a sore point with me. Customer service queue times are still terrible and no IPTV yet here in Cleveland. My bill is incorrect each month, I have to call and get a credit every month because they aren't giving me the package rate. Instead I am being billed seperately for phone and DSL. My down rate remains consistant at around 3 mbps which is a great improvement over AT&T (I am 8,000 feet from the C.O.). My up rate is consistant at about 700 kbps. My overall phone bill is about the same as AT&T so I have really gained nothing for all the heartache except a little DSL speed. I did run into one friendly customer service agent who credited me for almost an entire month's bill though after he heard my story. Becuase of that, I have actually realized savings over AT&T although not the way I had envisioned doing so.
10-12-07
I just wanted to say that lately it seems like I am getting through to customer service quicker and they are handling things a little better. I have to call each month to get a 10 dollar credit because I am on the 49.90 plan and am being charged 10 dollars too much. This is because the billing software has a problem with recurring credits I am told. Beware that you can get into an infinite loop with the automatic voice response system when it asks you what your billing issues are. This could be the reason for the decreased hold times, all the customers are simply caught in that infinite loop! You have to keep hitting 0 at the right times, talking at the thing doesn't seem to help.
12-15-07
Cavalier is finally billing me correctly! It is amazing...Now I am just waiting for the IPTV in Cleveland along with anon call rejection, call block, call waiting caller id, remote call forwarding, and anything else they feel like throwing in.
Followup comments:  kam1su2
join:2003-08-05
Cleveland, OH
| Cava-who?? I just moved to Ohio. I'm in East Cleveland where broadband doesn't really exist.. its more of a myth. I had a chance to go with ATT but i decided at the price I would give Cavalier a try.. so far I have had nothing but trouble. I mean huge troubles.. to much to go into details with lets just say it took 3 weeks before my DSL & my phone was actually working up 2 par... now that my DSL is on... i just pray that it stays on and doesn't randomly disconnects like its doing every 10 minutes. Can you stay extremely annoying. if i had to rate this service so far i give them a 3 out of 10... till they prove otherwise. Going to move to the West side where they have time Warner and such.. so much better over there. | |
|  | Cronec216
join:2006-03-25
Cleveland, OH | Re: Cava-who?? Wow, thanks for the info. I was going to switch to them because of the 10mb dsl. I currently get my full 6016 bandwith (about 635k sec download). I'm only 1200 ft from a switching station, but don't think I'll take the chance. | |
| | |
semick
join:2002-05-12
Cleveland, OH | Re: Cava-who?? What DSL provider is that with? I don't think I can get much better here because of the line quality. I may have to replace my own internal wiring in this old house.
Scott | |
| | | | mac4geek
join:2005-08-03
Richmond, VA
| Re: Cava-who?? When Cavtel first arrived in Virginia, I was impressed with them, signed up to test DSL when it was available, talked my clients into switching, and for awhile, they were such an improvement over Bell-Atlantic that I heard no complaints. It wasn't long before all of that changed, however, and now I warn my clients to get away from "The Cave" as soon as they can. To read about my long struggle to get service restored after a storm, and then to get my account closed after that never happened, please see the Cavtel Saga:
»www.gnomesane.org/taxonomy/term/1
Entries are in reverse order chronologically. | |
| | | | Cronec216
join:2006-03-25
Cleveland, OH | That connection is with AT&T (sbc/yahoo/ameritech whatever). I really have no complaints with service. Again, I am very close to a switch. | |
| 
Jzion12345
@cavtel.net
| Cavalier Sucks A$$ Well, I too switched to Cavalier phone service 2 years ago. I was with the Neighborhood by MCI, and that was expensive. Cavalier was cheaper, and provided me all the serviced I desired. I knew I would have to give up a little something to get a cheaper price, but I never imagined that I'd have to give up what I have. I got DSL from them about half a year ago to save money. It took me 3 weeks to get DSL working, even after I got the modem in the mail.
Then, Verizon acted on an old work order, and shut off my line on a Thursday. NO dialtone or DSL. WTF? How could Verizon be so stupid to close off a line of a customer that was not one of their's and hasn't been one for 5 years? WOuldn't Cavalier do something first? Plus, you'd think that Cavalier would be, "Oh...Crap. Let's get that fixed right away." No...Well, I correct myself...The first customer service person I talked to was actually repair at about midnight. He found out what the problem was and told me that it would be fixed within a few hours or by the next day. I was very happy with this response. When it wasn't working the next day, I called them up and got, "Oh...well, the work order went through today, so it should be back up by Monday." I was pissed, but I understood Monday. When it wasn't back by TUESDAY, I called again, and got someone who said, "OK...Well, it could be back by tomorrow, but I don't really want to give you a definite day. At the most, it will take 5 business days." So, 5 business days is Thursday. No dialtone on Thursday. Finally we got DSL and dialtone on Friday. THEN...On Saturday, it was gone again, but DSL was still working, but at a slower speed. I called customer service, pissed, and trying to switch to Verizon, and got, "Well, the work order won't be finalized until Thursday." I said, "OK, so what do I have to do to cancel service? I need to cancel DSL to switch over to Verizon." She said, "Well, once the work order is finalized on Thusday, you can call up and cancel." I said, "But, I have DSL now. I don't want you to finish that work order. I don't want your service. You mean I have to wait until you fix something I don't want from you anymore before I can cancel it?" She said, "I can't do anything until the work order is finalized." I said, "Can't you cancel the work order?" She said, "No. I'm trying to tell you what you have to do."
Well...I never expected to get customer service this poor. Each person said something different, and every time I called I was given a different date of completion. Cavalier sucks, and I'm going back wqith Verizon. | |
|
jnorth
@comcast.net
| Cav help. It took me a while to figure out Cavs phone system. Dont bother pushing 0, because your just waisting your time. If you get billing issues say something like: my bill is higher than promised, or why is my bill so high, or Im being billed for services that I dont have. Cav loves there automated voice system, and for us it directs us to who we need to speak to. Also a good response from us is, "I have a new credit request," and that should get you to who you need to speak with. I found nothing with hitting 0. Good luck to you, I've had nothing but success with cavtel and have no plans in switching. | |
|
gemini6844
@wideopenwest.com
| Cavalier is the worst phone company ever I had no choice since Cavalier bought the phone company I was with. Then I moved and switched business phone companies. I left Cavalier on August 28, 2007 and they are still billing me to this present day for service I do not have and they will not correct the bill. Every customer service rep says they will correct it but they do not. Every time I call I am on hold for at least 45 minutes and nothing gets resolved. I believe only an attorney can get this corrected. DO NOT SIGN UP WITH CAVALIER. YOU WILL DREAD THE DAY YOU DID. I DO. | |
|
No dial tone
@faa.gov
| Poor customer service We've lost our dial tone a number of times in the last month. Cavtel repair did not fix it despite repeated requests. Now our dial tone is out over 48 hours and they say the problem is with the line and they dispatched a verizon tech to fix it.
Re DSL cavtel advertises up to 10 MB download, we get only 1 MB. They said they don't have the higher speed equipment at the switching station we are connected to. This is dishonest advertising. I am thinking about switching back to Verizon, but they have a lot of gimmicks their marketing and pricing also. | |
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semick
join:2002-05-12
Cleveland, OH
 ·RoadRunner Cable
 ·Cavalier Telephone
| Re: Poor customer service I agree - for all they advertise I only get about 2/3 of the services but since I am getting 3 mbps down and about 600 kbps up and my only alternative here is Time Warner (gag) and no U-verse or Fios what am I gonna do....Most of the time my internet works well and I don't think I'm sharing my connection with anyone locally...since I don't know of any other Cavtel customers in Euclid, Ohio! | |
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