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Review by SgtClueLs 
Posted: 9 years ago
member for 9 years, 9 visits, last login: 8.4 years ago
 Milwaukee,Milwaukee,WI
 $64 per month (month by month)
 about 14 days
 Ameritech
CLEC party: Covad
 "Fast Install"
 "Crappy Stabilty, Horrible Tech Support, Even MORE horrible hold music, ping times vary EXTREMELY! They dont' care."
 "Stay away! They will make _NO_ ATTEMPT to help you. Take"
| Pre Sales information:
Install Co-ordination:
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Tech Support:
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I ordered "BigSurfer" the 1.5/384 DSL Package. The original install was fantastic. 14 days after placing my original order, I was up and running. Ameritech came on time, and even droped the new DSL line into the right drop box and connected it to the right extension! The Covad Tech came 3 days later, and everything went smooth. Or so I thought..
After about 3 weeks of good service (30ms first hop, 80ms to east coast), I had an outtage. No biggie, called Tech Support, listened to the worst hold music ever, and they told me they had an outtage. These things happen. My line comes back up a few hours later, everyone peachy? Nope. My first hops 345ms! That's over TWICE that of a modem! _TWICE_. Download speeds are bad, getting 30 - 40k from sites I was getting 100+k before. Packetloss was sitting at about 6%. Total crap! So I call, this time I wait just about 45 Minutes to finally talk to someone (Who, btw have the worst hold music in the world, call 1-888-BIGNET1 and take a listen for yourself) I finally get ahold of someone, explain my situation, and we took some diagnostic steps. (They told me to power cycle my DSL Bridge, did that myself about 5 times to make sure) Still nothing, everything was ok on my end. So the guy gives me a Trouble Ticket number (1601) and he tells me that someone will be contacting me soon for a call back. "Ok" I think. They'll be calling me back.
2 Days Pass. Same exact crap. Crappy Latency, and horrible thro put! So I call for a status update. Sit on hold for another 45 mins, going crazy to the "Looping cords of death" (Aka hold music). I talk to their tech support, they tell me then that it takes 5 - 6 days for the trouble ticket to be even looked at! 5 - 6 DAYS! Being an on-line gamer, an OGL (www.ogl.org) Administrator, this makes my like a living hell! Who knows if I'll be able to stay up to play agame, or much worse, be able to even take care of my OGL duties! So, I wait the additional 3 days. So I call again, (Growing angry by the minute). And I talk to the tech support people, (Holding for 45 mins again.. great) I find out that "Josh Adams" my DSL Engineer was looking into it. Of course (AndI find out later on) Josh Adams isn't around. _AGAIN_. I don't htink he exists! So, I ask when They're going to know anything, they say "Soon, day or so, we'll call you". So I have some comp time from work, so I take it. Sat all day at home waiting for my call back to happen, low and behold it doesn't. Ping time still crap! I call again, Josh just left for the day. So I complain even more! WTF Is wrong, it's been over a week now, and nothing been done. Josh didn't even update the trouble ticket! So we run some diagnostics. 50k off their server, christ, I don't touch the internet router so I should be using full bandwidth. The tech support monkey tells me that's ok, and I disagree. I inform him of my Ping times, and my d/l speeds. He agrees that it's not right. He says they're waiting on some testing, call back later.
2 Days Pass. No call back, so I call on a Saturday for a Status update. Once again, waiting forever and a day, to the most horrible hold music EVER! I find out that I can't get a trouble ticket update on a Saturday because that departments closed. WTF Is that? It's not h ard to read something off a computer screen. So, irritated, I said I'll call again on Monday, and I would appreciate a call back.
Monday roles around, (2 weeks now). I call again, sit on hold, _AGAIN_. finally I get ahold of someone, and I ask for a trouble ticket update. Get this, the tech support monkey from before, CLOSED my trouble ticket. I complain, tell them that it's still not working right, and that this is completely unacceptable. They tell me they're going to re-open my ticket. (Damn straight). The once again tell me Josh is working on it, so I call the next day. Same crap, hold a long time and finally get ahold of someone. I find out then, that my closed by THEIR Fault trouble ticket has to wait the 5 - 6 day period to be even looked at! ANOTHER WEEK BECAUSE THEY CAN'T HIRE ANYONE WITH A CLUE! I grow angry, get ahold of the DSL / Highspeed departments mangers number. I call, voicemail (Atleast no hold music). I leave a rather upset message, detailing my Trouble ticket number, my contact information (call me back damn you) and what's happened and how this is unacceptable.
So a coworker of mine also subscribes to bignet, same service, same CO. I ask him if he's having a problem. Yup, he sure is! SAme problem. He calls in and talks to someone, they say they're going to "Deprovision and re-provision" his line. Just power cycle his bridge when he gets home for the effects to work. Low and behold, 5 mins, and he's bakc up to full speed! 5 mins! It's already two weeks for me. Go retards! Back to my story..
I wait 2 days, not a single word. So I call back again, still no update. Josh seems to not know his way around a helpdesk software. This tech support guy was extrememly nice, and very easy to talk to. He understood my problem, and realized what I was saying. He said he'll confront Josh Adams tommorow morning for an update. (Via stick notes on both persons monitors.)
Ok, finally, someone who cares! Right? Nope! I call again, Josh isn't around, and hasn't update the ticket. They tell me to power cycle my DSL Bridge, Ok I say, lookie that, still same problem. (note: Each time I called them, that's the same "debugging" technique they used.. power cycle the bridge). So, finally, I'm told they're contacting Covad, and they'll be leaving me a message.
Nope, another 2 days pass. No message, nothing. Call again, hold again, talk to another Tech Support Monkey, JOSH didn't do a damn thing! 3 weeks now. So I compose an e-mail to the DSL Manager and the President explaiing my situation. Nothing. Call again, Josh said that Covad tests the line ok. Of course, he's not around to talk to. He just left an helpdesk mesasge. (Seems he can post notes once in a GREAT while). Great, covads full of *%&*. There's a problem, take a look. "Power Cycle the bridge" they say. LOL! Nope, same problem. This tech support person gave me their number, his full name (written down at home) and when he's on! Someone willin gto help me! This was the one highlight to the crappy tech support.
4 Weeks now. They don't have a clue. So I'm sitting at home, slowly browsing the internet on my overpriced modem, when all of a sudden. My service is gone. Down again eh? 30 Mins later, my line comes back up! And it's working! 140ms first hop! Not 30ms like it should be, but 140, it's a start! I go to bed, wake up! 340ms again. Great, go bignet. Call again, and same crap, they have no clue, Josh is no where to be found. (sigh). Later that night, same ething, service is cut! And it comes back up! 30ms! Holy crap! 4 1/2 weeks and it finally works! Download speeds are back to full 100k/s again, and service is good.
So I thought, service drops about once every 2 days. Ping times very, 30ms - 150ms. Bignet still has yet to call, with anything! I'm looking for another provider!
Let me summ this up! Installation was fast! That's a plus, not 5 week lead time. But once you have a problem, (And you will) you will be lied to, and jerked around, they won't fix your problem. Or even care!
STAY AWAY! Find a reseller _NOT_ using Covad, and who have _DECENT_ tech support.
I rate them a fat F. Based on stability, cuystomer service, and value (ha! My ISDN and modems are more stable and cheaper!)
Aaron
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Review by bobafett020472
Posted: 9 years ago
member for 9.1 years, 490 visits, last login: 3.9 years ago
Algonquin,Mchenry,IL
$39 per month (month by month)
about 20 days
Ameritech
CLEC party: Covad
"Big Net was awesome to get me any service but dialup!"
"Ameriwreck Ameriwreck Ameriwreck Ameriwreck Ameriwreck"
"If ameriwreck was not in the picture all would be great."
| Pre Sales information:
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I have been on the hunt for high speed service for some time (1 year) when I move to a very modern Chicago suburb you would think services like this would be available, but they werent. I tried every way possible up to a point of trying to change my phone # to a co that was closer to me than the one I had. Ameriwreck oh I mean ameritech actually gave me a number (that would cost me $300 + to get it) then they lost the order for it.
I called Big Net and spoke with a lovely lady there who made it her goal in life to get me dsl any dsl possible. When working with her, we finally got covad to deliver ISDL to my home and installation was flawless I get 139/138 most of the time. I did however lose my connection for a week because of again ameritech didnt connect my line drop from covad securely at the box in my back yard, once ameriwreck (sorry again) ameritech connected it the way the should have I have been up since. all I can say is thank you Big Net and the person at Big Net you know who you are. I had to send her flowers for all the effort!!!!
Thank you!
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Review by rklint
Posted: 9 years ago
member for 9 years, 1 visits, last login: 9 years ago
Milwaukee,Milwaukee,WI
$49 per month (12 month contract)
about 45 days
Ameritech
CLEC party: Covad
"Advertising and beginning sales pitch"
"Horrible tech support!!!"
"STAY AWAY FROM THESE GUYS!!!"
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Ok I will try and remember what is going on to warn those of you thinking about going with this provider. I first initiated contact with this company sometime in May, 2000. It took the entire 45 days before I was up and running(if that is what you want to call it) and only after I had to call them several times to find out what the status was. Of course it took them less than 2 days to charge my account for the modem and 3 month up front fees.
Immediately I started to have problems. I had ordered the 384/128 ADSL line. I was extremely lucky to get 125KBPS and usually maxed out at about 75-100KBPS. I didn't consider this reasonable so I called the company. My Acct manager tried to be helpful but it was obvious that he was just a salesman. I had a trouble ticket entered and proceeded to wait. I ended up calling back a couple more times over the next week to see what was going on. Finally I got a call from some help desk person(not technical support) who pretty much told me that I was screwed and that I would not be getting any better of a connection speed. I NEVER GOT A CALL FROM ANY ACTUAL TECH SUPPORT PERSONNEL...EVER! I asked to talk to a true tech support person and waited some more. After another week of waiting with no response from their tech support, I cancelled my account and my check card so that it could not be billed anymore. I mailed the modem back to them July 17th at my own expense and to make sure it got there. I did talk to someone in billing who instructed me on how to send it back to them and offered to send me a ticket and pay to have it sent back to them but I wanted to make sure it got there. She even had me attn: it to her and according to UPS it was delivered and signed for by someone.
That was four months ago and I am still waiting for my refund. I have called three times and am always transferred to a answering machine in accounting. I have left messages but never received a response. This is rediculous!! How can a company do business like this?? Now it may sound like I am some kind of trouble maker who is never happy with anything i get but I assure that I am not. It shows in that I have been waiting over 4 months to get my money back. Now I may have to get a lawyer and the Better Business Bureau involved. I used a Visa check card so I am probably screwed when it comes to that.
My recommendation:
1. Always use a real credit card. I have heard that you will have a much better chance of getting your money back if you do.
2. Get cable modem instead. After cancelling this account, I immediately called Time Warner and was set up and online within 4 days, yes days! Turns out that I had the exact same problem as my DSL connection but when I called them I was able to get a hold of tech support immediately and it turned out to be a bad network card in my machine. If I had been able to get in contact with Big Net's Tech support then maybe I wouldn't be going through this with them right now.
Sincerely,
Rob Clint
CEO, Clint Enterprises L.L.C.
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Review by yazdzik
UPDATED: 9 years ago
member for 9.3 years, 4235 visits, last login: a few hours ago
New York,New York,NY
$49 per month (12 month contract)
about 30 days
Verizon
CLEC party: Covad
"courteous tech people, good connexion, not too dear, superior management"
"slowish news, longish hold times"
"recommended"
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After the typical Bell Atlantic problems, and two Covad roll outs, all of which were very well co-ordinated by both Covad and Bignet, I was up and running. Although technical support can be hard to reach, most supervisors will try very hard to be approachable when the tier one people cannot help. One cannot expect, nor does one obviously receive, AT&T type hand-holding, user newsgroups, &c, but, on the other hand, the very top people in the organisation are responsive, and take service and personal suggestions very seriously.
My usual connexion is about 5oo kbps, on a purchased 628, download, and the CTO told me personally that this will improve, as will high values for first hops, when the new servers are installed. He did not deny, nor excuse, but told the truth, told me why, and told me when things will improve, on an already more than acceptable service.
It appears to me that the quality of tech support is no worse than ususal, and, I must say, certain things even the most experienced user forgets to check, the support people do not know, RWIN registry settings, etc, but, most of my personal contacts have been willing to learn, ask supervisors, and listen.
Since I had a real, and legitimate problem with the first roll-out, Bignet offered me a free temporary DUN connexion, just to help. As a side note, their POP mail is not behind a firewall, so one can retrieve post from third party internet mail services such as yahoo, an enormous convenience for those who travel.
It is a small company, ready to grow, and trying to push to keep up. Personally, I have no problem unresolved, and, always, the reolution was courteous and friendly.
Like all smaller ISPS, they require more news server connexions to their realm, and less overbooking, and/or more server speed. I am assured these things are in the works. Bell Atlantic had a recent moratorium on DSL installs in NYC, because of CO problems, etc, and, given the nature and scope of these problems,
the service from Bignet functions extremely well.
After a few months of decent service, line quality became a issue, and the tech support at bignet, particularly Andy M, who spent countless hours in co-op calls with Covad, and never gave up until I had a clean line, was exemplary. Instead of giving up, he stuck by the customer, and, now, on 4 novembre or so, I have a really clean line, and no outages(knock on wood.) They are undergoing reorganisation, and have farmed out basic type tech support to a subcontractor, which leaves engineers like Andy free to help with the real problems. They took my side in the battle with Bell Atlantic, and we finally won.
Throughout the time, they never gave up, and, I think many others would have dropped the cause. I have to say, as well, that Andy, Ron, and the whole crew never lost their sense of perpective, or humour. Now, all is well, my line is clean, and speeds are as advertised. It seems to me that the mettle of a company is not how they react when all goes well, but, how they support when it falls apart. They have gotten their act together, and I appreciate it.
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Review by wpetkus
Posted: 9.1 years ago
member for 9.2 years, 300 visits, last login: 19 days ago
Chicago,Cook,IL
$49 per month (24 month contract)
about 15 days
Ameritech
CLEC party: Covad
"Smooth Installation"
"No rebate yet"
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I signed up with BigNet July 13, 2000. Ameritech installed their line on time and COVAD installation was also on time (July 28). After the installation, I noticed that the phone extensions downline from the DSL splice were dead. I notified BigNet and their trouble ticket work was completed as scheduled by COVAD. The speed (608/128) varies widely. DSLREPORTS tests varied from 158 to 487 download and 25 to 105 for uploads. The service was effectively down from 8/17 to 8/20.
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Review by sawdish
Posted: 9.1 years ago
member for 9.1 years, 1 visits, last login: 9.1 years ago
Novi,Oakland,MI
$49 per month (12 month contract)
about 90 days
Ameritech
CLEC party: Covad
"They were more than happy to take my credit card informationand bill me for the full year up front."
"It has been 90 days since I ordered the service and I'm still waiting."
"The worst comapny I have ever dealt with. They do not seem to care about their customers."
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I ordered the service in mid July and am still waiting to have it up and running three months later, I was told it would be active in 30 - 45 days. I have had 5 installs scheduled but have only had one tech actually show up. When she did come out she said she was not sure how to install the router and would have to reschedule because she was not sure the line was installed correctly. Time and time again, BigNet claims that they are waiting for Ameritech to install the line (that was done 2 weeks after I ordered the service - hard to believe they did the right thing).
On the few times I actually spoke to a tech (and not their answering service) I was told that the problem was with Covad and I should call them. When I speak to Covad they tell me it is a BigNet problem and to call them. No one wants to step up and fix this situation.
I would suggest to anyone considering BigNet/Covad to look elsewhere. They have been a nightmare to deal with.
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Review by Jim Koz
Posted: 9.1 years ago
member for 9.1 years, 49 visits, last login: 4 years ago
Dayton,Montgomery,OH
$49 per month (12 month contract)
about 7 days
Ameritech
CLEC party: Covad
"Installed/running sooner than expected"
"only 144/144"
"Better than dialup ANYDAY!"
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So far I am very happy with my install (Ameritech)(Covad), reliability, tech support. Overall I give them a A- or B+. When it is possible for me to upgrade to a faster DSL service (144/144 now), I plan to and will probably go with Bignet if the price is right. My service is $49 month. I am using a FlowPoint 144 router/bridge. My rebate from Covad was actually HIGHER than what I was billed for from BigNet.
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Review by Saljc
Posted: 9.1 years ago
member for 9.3 years, 40 visits, last login: 8.8 years ago
Brecksville,Cuyahoga,OH
Contract price not specified.
Ameritech
CLEC party: Covad
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Mr. Rao:
I have just had a bad and great experience with your service. I have noticed
that my dsl speed was markedly reduced for the last few days. I did my
checks with DSLReports and, indeed, the speed was slow. I called your
support line and listened to your terrible music ( I mean truly terrible)
for several minutes until a 'support person -- in quotes because this
person did not know anything and could not give me any help. He was
terrible. I asked to speak to his supervisor who suggested a trouble ticket
and returned me to the original 'support person . This person said he made
out a trouble ticket, but never took my name, account number, or phone
number. The connection was then lost.
I called back and had the rare good fortune to speak to what I call a real
support person, named Joel. He was extremely pleasant, knowledgeable,
patient, and resolved part of the problem and will follow up with trouble
ticket. He knows my account number, phone, and email address.
I know it is difficult to find employees during this era, but a person like
Joel is very valuable for your company. I have been with you since July,
2000 and have a two year contract. Joel is the first person at your company
that I have spoken to that has been so helpful. As a matter of fact, I did
not slam down the phone and start looking for my attorney's phone number.
I do hope you can get more people like Joel to help us with our 'huge and
'trivial problems. It would really be a gem in the sea of 'dot.coms .
Thank you for your time and I would wish that you could talk to Joel
yourself to see what a prize you have working the phones.
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Review by joeschuh
Posted: 9.1 years ago
member for 9.1 years, 94 visits, last login: 51 days ago
Dayton,Montgomery,OH
$49 per month (12 month contract)
about 70 days
Ameritech
CLEC party: Covad
"None"
"After 70 days and 3 install appointments I cancelled and ordered from someone else"
"Don't do this!"
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I really wouldn't know where to start (with 70 days worth of bad memories) but I can tell you where I left off...
I have had to dispute the charges with my credit card company in which I had over a page worth of logged information about how poor this service was. If you are dealing with Big Net right now and waiting in their average 30 minute + hold queue get out, call covad - they are the only ones who know what is going on with your install. BTW, their customer service isn't even Big Net customer service, it's a contracted help desk...
Ohh yeah... If you order IDSL from Covad make sure they come out with an IDSL router and make sure they know how to tie a line down the post in your telco box.
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Review by Wolveirne26
Posted: 9.1 years ago
member for 9.1 years, 4 visits, last login: 8.8 years ago
South Elgin,Kane,IL
$49 per month (12 month contract)
about 45 days
Ameritech
CLEC party: Covad
"Covad's help"
"Bignet's customer service"
"Better than Dial-up"
| Pre Sales information:
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I have had both DSL and a cable modem. Bignet is my current DSL provider and Cox@home was my cable modem provider. Bignet is the worst customer service provider I've every had. I call with a problem, and IF I am lucky I'll get someone within 30 mins of waiting. They have an answering service that promises I'll get a call-back...nope, not ever. One of the basics of customer service is having a lead message that tells you if they are having know problems so you dont have to wait on hold/in qeue to find out a DNS is down (very common for them).
The connection itself is rock-solid during the week, but lord forbide their servers get busy on the weekends starting friday night. I truely believe they are overselling their service, I hear all day long on the radio their ads, promising great speeds and great uptime. Well it ain't so. My suggestion to them is spend a little less on advirtising and beef up your network before adding more.
Covad btw has been great when I had to deal with them.
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Big Net, Inc.
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