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Review by (hidden by request)
Posted: 8.7 years ago
(review was emailed from domain animelab.com)
 Lexington,Middlesex,MA
 Business customer
 $249 per month (12 month contract)
 Verizon
CLEC party: Rhythms
 "Great Sales Team, and Reliable Tech Support"
 "DSL installations are"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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From: Lexington, MA
Business DSL customer
Telco party: Verizon (old BA)
CLEC party: Rhythms
I really don't see what all of the fuss is about. Yes, there are going to be problems with the installations, but that is just bound to happen. There are many other things that can arise during the installtion of any highspeed internet access. T1 lines, Frame Relays, and DSL are all bound to come up with some issues but that is no reason to give any service provider a bad reputation.
I found that the tech support department knows there stuff dealing with this Cisco router I recieved. They were able to mold the router to my existing network so there was no downtime between the change over between DSL and my old 56k frame relay. The sales department has a keen sense of what was right for my company, and how to go about customer relations. As a whole, I give galaxy a thumbs up. Keep it up guys!
NeQuam
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Review by klubar 
Posted: 8.8 years ago
member for 8.8 years, 48 visits, last login: 1.6 years ago
Boston,Suffolk,MA
Business customer
$439 per month (12 month contract)
 about 28 days
Verizon
CLEC party: Rhythms
"Reliable connections, meeting promised speeds, easy to do business with"
 "No news servers, slow DNS"
"Great value for the money, nice people, try really hard to satisfy customers"
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We were a former HarvardNet (Boston area) customer who needed to switch DSL providers in a hurry. GalaxyDSL promised and delivered on one-month install. We have 3M/1M DSL service over Verizon lines. Base service is $395, plus we purchased addition static IP addresses. Overall experience was pleasant and easy -- Verizon and Rhythms showed up when scheduled and did their jobs in one visit each. Only minor downside was the first month's bill wasn't pro-rated for the partial month -- which was corrected with a single call to billing.
I'm a little disapointed that GalaxyDSL doesn't run a news server and their DNS server is only on a single machine... We run a mail server inhouse and our primary server is with our hosting firm (not GalaxyDSL) so I can't comment on either of those services
We also use GalaxyDSL's residental service (see my other review).
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Review by Paul
Posted: 8.8 years ago
(review was emailed from domain ebsinsurance.com)
Newton,Middlesex,MA
Business customer
$125 per month (12 month contract)
Verizon
CLEC party: Rhythms
"Great responsiveness from Galaxy representatives."
"Initial Rythms installer little more than handyman with a pair a pliers."
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We just converted from Digital Broadband (went belly-up) to Galaxy DSL. We
chose Galaxy for two reasons, customer support and the speed of
installation. They performed well in both areas.
Specifically, Russell Boulette and Steve Otis provided tremendous assistance
with the installation.
I would recommend Galaxy to anyone.
P. Rooney
President
EBS Insurance Brokers, Inc.
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Review by sparky69
Posted: 8.8 years ago
member for 8.9 years, 22 visits, last login: 7.8 years ago
Hockessin,New Castle,DE
$35 per month (12 month contract)
about 100 days
Verizon
CLEC party: Network Access Solutions
"Good value, speed as advertised, good up time, secure router"
"Installation feedback was lacking, router settings are locked"
"If you do not need your hand held from support, good speed, equipment and value"
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Installation took forever, but that was Verizon's fault (due to strike) (took 3 months)
Galaxy only provided feedback when I called or emailing them.
My CO only supports Verizon DSL and NAS - so I was stuck waiting on Verizon anyhow (Friend at different CO still waiting on Verizon DSL - so it is Verizon)
Got call from NAS installation scheduler, right after Galaxy told me Verizon had installed the line. Scheduling guy, Brian Hall needs to be demoted or promoted (NAS management):
1) Scheduled for appointment 8-10 (waited until 10:30am - called Brian up, he told me I was wrong it was for the next day)
2) At work got a call from installer, telling me he was on his way to my house, 11:00am - told him to cancel, it is on for the next day.
3) Called Brian again, told him this, asked to double confirm tomorrow's installation, because installer had called me - he said definitely tomorrow.
4) Wait until 9:30am next day - called Brian back, now he discovers there is no appointment scheduled - says he is sorry. Now he tells me that they have Saturday appointments, schedules for Saturday 8-10am
5) Saturday, 1" of snow falls, no one shows up, but NO CALL!!
6) Schedule for next Saturday 8-10, tell Brian no one called, he says "oh boy"
7) Saturday 9am, get call that installer had 2 jobs scheduled for 8-10, and I will now be second, installation guy shows up at 2pm!!
Equipment was a Ascend (now Lucent) DSLPipe Router - he configures and verifies the line from a laptop and by calling on a phone. I asked him for my IP, Gateway IP, DNS numbers, e-mail addresses - did not know them, however, showed my installation paper, where I saw my IP.
Directions on Galaxy's web site were correct and good - I was connected within 5 minutes, without calling support.
NAT in router is locked down - provides security, but also, I am unable to connect to VPN's, gaming, etc. Called Galaxy, asked for router password - that was not possible (NAS has them, NOT Galaxy) However, made request for some ports to be routed - which were made 24 hours later by NAS. This is a pain, but they did make the changes.
Summary:
Problems with TELCO: Verizon (Delayed me 90 days)
Problems with CLEC: NAS (scheduling screw ups)
Did not need Galaxy support, but when I asked to change router settings, the support guy understood, and made the changes.
PS: Galaxy is not using NAS anymore, changed to Rhythms and Verizon has gotten over the strike, so expect to see DSL installations go better in the future.
Galaxy: Good value, good performance, good connection
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Review by klubar
Posted: 8.9 years ago
member for 8.8 years, 48 visits, last login: 1.6 years ago
Boston,Suffolk,MA
$46 per month (12 month contract)
Verizon
CLEC party: Rhythms
"Faster than they quoted"
"So far, so good"
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We ordered GalaxyDSL lines for our two locations. At our smaller location we
ordered residental ADSL 768/384k; Service was ordered in mid-December (we're a
soon-to-be-former HarvardNet customers). The self-install kit for the
residence arrived on Friday (January 5). On Monday I installed the pieces
and was up and running in less than 30 minutes; no problem. Good solid
hardware, preconfigured with good instructions. Don't use their mail or
news servers so I can't report on them. Based on this one instance I'm a
happy customer. We're paying $45.95 with a 1 year commitment.
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Review by mikek36595
Posted: 9 years ago
member for 9 years, 2 visits, last login: 8.8 years ago
Boxborough,Middlesex,MA
Contract price not specified. (12 month contract)
about 90 days
Verizon
CLEC party: Network Access Solutions
"The are no good points"
"HORRIBLE install coordination & support"
"Avoid this ISP at all costs"
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First off, I'm an IT professional and have used a lot of ISPs, both professionally and privately. Therefore, I feel very qualified to say that, without a doubt, Galaxy Internet is the worst ISP I've ever dealt with. I can't even detail all the problems I've had with them, so here are just a few highlights:
First, they took over 90 days to install my service. I understand that DSL installs are still a little quirky, and I wouldn't be so angry about this length of time if they hadn't sent me an unsolicted spam^H^H^H^H email loudly proclaiming that they were ready to install service at my address immediately. Even worse, as soon as I signed up, they sent out a clueless contractor who disconnected my modem line and left me with a without a dedicated means of connection for 80 more days, until they finally get around to connecting the DSL. Repeated phone calls did absolutely nothing to move this along.
Second, the service is terrible. Again, I realize that Galazy is just a DSL reseller (via NAS & Verizon), but my connectivity is awful. I constantly lose connections and my bandwidth is frequently 10% of what they advertise (and I'm only signed up for IDSL, with a max of 144k!) Even worse, in the just-over 5 month's I've had DSL, I've had to miss SEVEN days of work to wait for repairmen to show up and work on my lines. on the majority of those days, the people didn't even show up. AND Galaxy was frequently unable to arrange for their (supposed) visit until that day, (forcing me to change my plans that morning). I'm fortunate enough to have a job where I can get away with that... I can't imagine what it's like for those poor people who don't have that luxury.
Third, and IMO worst of all, Galaxy's customer service sucks. They are, without a doubt, the most apathetic, arrogant, and poorly trained staff I've ever come across. I'm on the phone with them a lot (because their service is so horrible) and I almost never fail to get the runaround. Calling one tech right after hanging up with another yields an entirely different excuse as to why service is out and when it's expected to be repaired. I've even been hung up on after asking to speak to a superviser. I supervise an IT helpdesk as part of my job; if ANY of my personnel EVER acted the way Galaxy's does, I'd fire them without hesitation. Also, Galaxy technicians refuse to take responsibility for problems. Hey Galaxy: I don't care who you buy your service from. When I report an outage, the problem is YOURS. You own it and it's your responsibility to fix it. Simply shrugging it off as NAS' or Verizon's fault is absolutely inexcusable. I can't say it enough: GALAXY'S CUSTOMER SERVICE IS HORRIBLE.
Those are just three examples... I could go on for pages. If I hadn't spent (read: wasted) so much time and money on them already, I'd get rid of them in a heartbeat and go with someone else. I may even still do that, even if it means going back to a modem. They're that bad.
Bottom line, if you can at all avoid Galaxy, do yourself a favor and do so. Knowing what I know now, I'd never deal with them again.
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Review by cpebach
Posted: 9.1 years ago
member for 9.1 years, 42 visits, last login: 5.2 years ago
Belmont,Middlesex,MA
Contract price not specified.
Verizon
CLEC party: Network Access Solutions
"best thing to say is that they blame Verizon"
"unresponsive"
"Find someone else."
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Install Co-ordination:
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What a terrible experience.
Their pre-sales information looks good, but to say it's not accurate would be too kind.
Ordered the service near the beginning of September for a Jamaica Plain, MA, address. No response ... no response, until I finally called them. The excuse was that they'd mis-entered my email address! Got that straightened out and waited some more. Ultimately got word that there was a discrepancy between the install address and the phone number -- but they were using the contact phone number, not the install phone number! Got that straightened out. Waited a couple more weeks for Verizon to show up and install line. They didn't. Called to find out why, but got no explanation except that Verizon sometimes does that. Got the installation rescheduled for a week-and-a-half later. Again nobody showed. Called GalaxyDSL again, asking what had happened. Told to expect an answer later that day but got none. Called the next day and left message -- it's now the end of October. Got an email a short time later (see, they did get the address straight!) thanking me for requesting service but telling me that service is not yet available at the address. I called and was told that it was because Verizon couldn't service the address. Duh -- almost two months to find this out? I told them up front that Verizon couldn't do it, but Galaxy checked and said they, Galaxy, could.
Maybe the underlying technical problem lies entirely with Verizon, but at the least, GalaxyDSL could have been more of an advocate, not letting this simply drag on for months, and more communicative.
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Review by williash
Posted: 9.1 years ago
member for 9.1 years, 5 visits, last login: 8.8 years ago
Centreville,Fairfax,VA
$35 per month (12 month contract)
Verizon
CLEC party: Network Access Solutions
"Tech support does a good job"
"Customer Service sucks"
"Don't expect much contact from this company - they will just call you out of the blue and expect you to read their minds."
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First, it took initially about 3 months for Galaxy DSL to get back to me.
I am in Centreville, VA area (outside Washington D.C.)
Primarily, this was to due to the Verizon strike but there was no "word"
from Galaxy at all even to tell me that the install was delayed. Then
just when I thought they weren't going to deliver, they called me to
schedule the router install. The tech from Network Access Solutions
came out on time and installed the router and answered my questions.
But Galaxy never gave me any of the necessary information to configure
my side of it: ethernet IP, Serial IP, Gateway IP, DNS numbers, e-mail
addresses. So I called their tech-support and then once I convinced them
that I really had a connection, they helped me configure everything and I
have been up and running.
Galaxy DSLs tech support is really good but their customer support really
is half-assed. The one side doesn't know what the other is doing. Plus I
initially got the run around until I got a supervisor on the phone and then
everything was fine. They are very lacking in documentation and I had to
get ahold of Tech Support to get all the info necessary to get everything
set up. When I asked why they hadn't sent me anything, they told me
"because we have rock bottom prices, we don't send out literature." I
of course responded that this was fine but it would have been nice to
have the basic information to set up my service including things like
IP addresses, account numbers and e-mail addresses! This is extremely
frustrating because I know that it is normal practice to at least let the
customer know the basic information about their service - especially
the things they are paying for!
Shane C. Williams
Field Service Technician
PSINet - Herndon Field Service
Followup comments:  georgepds8
join:2004-05-31
Newburyport, MA
| galaxy dsl date 4/11/2007
Location New Hampshire
The good news about this phone service is it is cheap. The bad news is that it does not work that often.
It drops in-coming calls more than 1/2 the time. The way it drops the calls is it lets the phone ring 1 time and then instantly hangs up. It keeps a good log on the website of all the 0 and 1 second calls so you know just how often it does not work. I've called customer support several times and they have no clue whatsoever what to do about it. That's the good part, there are support reps who will not admit it is happening and claim your employer, mother in law, and odd assortment of friends are in collusion making 0 second calls to drive you nuts. Last night my caller had to call 4 times before getting through. Most are not so persistent.
There is a second problem: no dial tone on calling out. That one they said they had a clue and they would install new software real soon now, but in the mean time just re-boot by pulling the power cord for 30 seconds or more.
This is your not-ready-for-prime-time bush-league phone company. Do not use this service if
1) you like to receive calls or
2) you like to make calls
Other than that, it's OK
--G
--G | |
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