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Review by alepale 
Posted: 8.2 years ago
member for 8.2 years, 11 visits, last login: 8 years ago
 New York,New York,NY
 Business customer
 $180 per month (12 month contract)
 about 75 days
 Verizon
CLEC party: Covad
 "Average pricing when compared to other ISP's"
 "Unreliable dsl service, mail and tech support"
 "Long waits for everything...tech support and repairs"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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After 16 months with this one ISP I have the experience to say keep looking.
Basically, they cannot keep the account functioning above 80%. (By the way, there service level agreement is set at 85%)
After being "reprovisioned" recently (whatever that means to me the end customer I don't know?) I was without service for four business days straight and another three days to fix ping problems and loss of packets. It took four calls of 45 minute in length before receiving an acknowledgement from a tech support rep who would agree with me there was a problem and it extended beyond my business account. Tech support seems very green.
The DSL speed tool on their own site doesn't work! So you cannot prove to them you are not receiving what you are paying for. They won't acknowledge the DSL Reports speed tools as being accurate for reporting problems.
In there defense, I do want to point out it is very common to have backbone issues above and beyond there control from Covad. Covad also being a large bump into the road as well. It is very difficult to differentiate from the CLEC and the ISP's issues.
Malfunctions occur regularly and without answers to the customers. Very long hold times for technical support, 45 min. +. They claim to call you back on tech support matters. Usually the calls come in several days after the line has come back up.
Chronic email malfunctions!!!! Very Chronic !!!! More chronic than the lose of connection! I receive various calls from business contacts complaining email was returned.
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Review by jwampler
Posted: 8.8 years ago
member for 9 years, 111 visits, last login: 118 days ago
Tinley Park,Cook,IL
$79 per month (24 month contract)
about 30 days
Ameritech
CLEC party: Covad
"Great Pre Sales, Connection Speed And Quality, And 24 Hour Support"
"Lack Of Knowledge Of ICNT & Covad Installation Team - Covads Total Lack Of Customer Service"
"As DSL Providers Go, ICNT Is Above Average, But You Do Pay For It And No One Has The Magic CLEC - ILEC Cares Card"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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My former ISP Flashcom used Rhythms and took about 3 months to install at 384/384K. With the recent failure of Flashcom and the Earthlink (no static IP for less than $129.00) take over of Rhythms customers, I decided to make a change. If anyone had used Flashcom, they know all about hold time and poor customer service, even before the failure!
My job is installing DSX business internet services in the Chicago area and I am both Cisco design and service certified. The purpose for my home connection is VPN to my office and I made the sales peson (M. Dixon) aware of my 3 most important reasons for leaving Earthlink.
1.) A static IP.
2.) Reasonable customer support service.
3.) Self install with my Cisco equipment.
Mr. Dixon had very impressive answers, justifying "you get what you pay for". He told me that the installation technicians would work with me and my equipment, that the reason Flashcom went out of business was lack of support and that a static IP was no problem. Compared to Flashcom sales, he was more knowledgable and appeared to be more organized with email contracts, etc. The deal closer was telling me that I could have 1.5Mb/384Kb for $79.00/mos.
The next day, Marcelo (the installation account rep) called me to discuss install, I was very impressed that someone actually called. However, since he had to leave a message, it was the next day before I spoke with him and thats when the red installation red flags poped up! He emailed me a class C private IP block, and I called him back to tell him that I needed a public IP, to my total shock, he did not know the diference between a public and a private IP address. Again, however, to ICNTs credit, he did get someone who did know the diference to assign a public IP within the same day.
My scheduled install date was about 2 weeks after the order (even with the Xmas/New Years holidays), I was impressed. Of course only to be let down, because, Covad was installing a shared circuit, and they would not ship telephone filters, they said they MUST dispatch an EXPERT installer to such equipment! WOW.... What level do they consider a bridge or a router? I was scheduled for ILEC cross connect on th 2nd and the EXPERT on the 4th. I called Covad on the evening of the 2nd to tell them that with my phones unplugged, that my Cisco 675 did not sync up with their DSLAM, they said it was my equipment and the EXPERT would make everything better on the 4th. I called ICNT to complain about loosing work to baby sit Covad's EXPERT and spoke with a manager Brady Clark, who agreed with Covad and told me that Cisco is not compatible with Covad's Nokia DSLAM.
The EXPERT came out to my house on the 4th and installed the Covad supplied a Speed Stream (RFC 1483) bridge on the same line as my Cisco and got the same results, no sync. The EXPERT installed the filters and called Covad to dispatch the ILEC (Ameritech). The ILEC discovered that the F1 pairs were loaded and called construction, the only problem was that in the process the tech disconnected my POTs service. This is were the install really went down hill, I called ICNT who told me support was only for installed customers and installation reps did not work weekends. I called Covad who was also closed weekends. I then called Ameritech and got someone to fix my telephone line that day.
I relayed all of this info to Brady who said he is aware of the problems, but there is nothing he could do. Ameritech had committed to having the loads removed by Tuesday with me, but only communicates with Covad via email. On Tuesday, I checked and I was getting sync, but it was not staying in sync for more than a minute. I called Covad who said Ameritech needed 7 to 10 business days to remove the loads. When I asked to speak with a technician, I was told Covad would not waste their time having a technicain talk with me until they got confirmation from Ameritech that the loads were removed. I tried to explain that the line would not be able to pass 4K or greater with a load on the F1 pair, and therefore would not sync at all if Ameritech had not removed the loads. It would have been more productive to talk with the wall since it's not supposed to be able to think or reason. I asked for a supervisor, who said read the same web page as the operator.
If you have a CLEC choice, I highly recommend not using Covad unless you don't want to have any knowledge of how the install works and you plan on depending on their EXPERTS. Which brings me to the next point, Rhythms, was fairly easy to deal with and they do have 24 hour customer service and let my do my own install with Flashcom, so I decided to ask ICNT to boot Covad and install North Point since they don't use Rhythms. When I went to my basement to get the SpeedStream box, I noticed that the Covad EXPERT neglected to install a filter on the basement phone. As soon as I unplugged the basement phone, the bridge synced up. I called ICNT since I still could not ping and they had to reassign a new IP to me that did work.
I still would rather not see Covad receive any revenue from me, but I don't really want to rock the boat now that I'm up and running. All in all, my service is about as fast as I am paying for, which is much better than I expected (1.2Mb/320K actual most anywhere and I expected 400-500K/200K). Unfortunitly I will have 2 DSLs for six months, until my Earthlink acount expires, the 384/384 delivers 300/180, not bad but no static IP.
ICNT does have some routing issues that I will be trying to work out, they subcontact Level 3 in Chicago to carry their traffic, don't let them fool you with the private backbone @#$%, it's there, but it's useless, I can ping anyone via a Level 3 in half the time than their own www site on their over utilized small backbone. Again for the $$ Level 3 is a good choice, the do move data fast, my ping times anywhere off of ICNT's backbone are sub 100ms and 1.2M/320K+ data movement. I have asked why they route traffic on their own network from my home in Chicago to NewYork and back to Chicago before forwarding it to the real backbone providers, UUNet, Cable & Wireless, Genuity, etc... and they can't seem to answer or return an email or call.
Summary:
If you can stand the installation woes and ask tech support simple questions, ICNT seem very good for $79.00/mos which is expensive for home and cheap for home office. I have SNMP R/O turned on at home and have my office monitor watching the circuit for utilization and uptime, I am getting the bandwidth promised and the circuit has not dropped for any 5 minute interval in the 7 days that it has been installed. Try to avoid Covad, if Northpoint pulls through or maybe ICNT may contract with Rhythms.
Not bad, but it is sad that ICNT is better than many, but seems to rest on that and doesn't seem to be looking to improve!
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Review by kidphc
Posted: 9 years ago
member for 9 years, 7 visits, last login: 7.6 years ago
Bethesda,Montgomery,MD
$89 per month (12 month contract)
about 60 days
Verizon
CLEC party: NorthPoint
"That wonderful lady that gave me all the credits."
"Too Many"
"Don't get suckered in."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
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I had them try and install to my old house. Told them to stop the order if the testing showed below 200kbps. Of course they called and tried to convince me to get the 144idsl. First mistake!!!
When I moved they then took 60 days to install never killed the first contract and basically kept charging me. Not to upset with the 60 days. Really Bell Atlantic's fault. Finally got up. Yeah, not quite. Beautiful SDSL modem, though has a 4 port 10/100 switch built into it. (THEY SENT TWO OF THEM, I only signed for one, don't worry I am honest. Sending the second one back soon.) Very nice, and useful if I didn't have a firewall plugged into it, rendering the other three ports useless. Extra money on the credit card that could of been used else where.
Then when I had my web server up it 90 days to get an A-name to point to my web server. Every Tech support representative I talked to had to hear me go through my speech, on why it was them. They finally got the point when I put up a nasty web page on my server, and had their supervisor connect to it by IP address. You still not connect by using simply domain.com, it needs to be www.domain.com. Real fun when someone is trying to connect to my ftp server or forgets to put the www in. The part I don't get is if a the person responsible for the DNS entry (A name) does not call, write, all your e-mail bounces back cause his e-mail box is full and has his voice mail box full, for the whole duration (3 weeks) , how am I suppose to get in touch with him. Second and third mistake!!!!
On my contract it said 786 SDSL. However, every time I do a bandwidth test it is becoming apparent that I have ADSL. Nice, make me upgrade when the webserver starts chewing up the bandwidth. Even, better their Tech support reps say I have ADSL, their sales person says I have SDSL. Fourth mistake.
I also ordered and additional static IP for another web server running a different domain name. Never got the e-mail with the ip address. I am seriously tempted in scanning the network and using an IP address that is available. If they ask why I have not used an authorized IP address. I will explain that they never sent me the additional IP address that I requested. Fourth Mistake.
They have this wonderful thing where you are guaranteed 83% bandwidth 365 days a year, 7 days a week. Or you get reimbursed. Beautiful thing is I have actually gone in my first month over 6 days with out any available connection. They tried to figure out if it was my firewall..... Wrong answer. If I can ping every one on my subnet. Yet can't get a response from their gateway, where does the issue lie? You got it with them. Fifth mistake!!!
I had them enter a MX extension for my e-mail server. The sweet thing here is that I can send mail throughout my domain. Send mail out, yet when I try to mail something to the domain I get a relaying denied. That is soooo beautiful. Still trying to figure this one out. Kinda sounds like them again. What do you think???? Not the sixth mistake, but close.
Did I mention that they said I had not paid my bill, yet they charged it directly to my credit card. I called them on this one. They corrected the issue. They had not sent me the rebate on the SDSL modem. Hey wait did I say SDSL modem. How is this working if I seem to have ADSL. You got me. Either way they reimbursed me for that, via billing. The also never gave me my referal. Which was added on. So now I have four months of basically free service. I think that they may have short changed me on my referal. Even though it is not the service I asked for and it is not setup anywhere near the way I was expecting it to be, it is still free for the mean while.
Some of you think that I may be griping a bit too much. I am in the computer industry. I have and still work in support. I get to play with alot of hardware that people have not heard of and cost as more than most peoples homes. I do understand that SUPPORT is doing their job. However, if I do all you testing for you and your testing shows the same thing, who is in the wrong. Still, others may say why do you not just change providers? Well the answer is as simple as this, the contract, and setup time for the domain will take weeks.
Fortunately for me my lawyer is a very loving person. She has taken time out of her busy schedule, to look at this case, and it seems very soon there will be an ugly, and I mean ugly lawsuit.
The moral of this story!!!! Think twice and the cheaper cost isn't alwasy worth it. Especially if you download from their news group servers. Anyone have Earthlink's number handy?
SCORE
6 ooppppsss sorry
1 making me happy
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Review by (hidden by request)
Posted: 9.1 years ago
(review was emailed from domain icnt.net)
San Anselmo,Marin,CA
Business customer
$300 per month (12 month contract)
SBC
CLEC party: Covad
| Pre Sales information:
Install Co-ordination:
Connection reliability:
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I have been with them for over a year with good experience. But
when I tried to get a upgraded DSL for my office, it was a horror story
and I finally gave up. .
Service has collapsed with everyone new and no one knowing how to do
anything but the basics. I spent hours on hold only to be told "higher tech support would call back" but and no one calls back. Too bad
they were ruined by their success.
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Review by (hidden by request)
Posted: 9.3 years ago
(review was emailed from domain ix.netcom.com)
Arlington,Arlington,VA
$50 per month (12 month contract)
"I would stay with ICNT"
| Install Co-ordination:
Connection reliability:
Tech Support:
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I have been an ICNT subscriber for several months and would seriously
consider retaining the service beyond my contract. Starting up was a
rather frustrating experience: I as the enduser/subscriber was completely
kept out of the Northpoint (dsl provider)-Bell Atlantic (local phone
company) communication loop with regard to residence access issues. This
necessitated taking time off from work on several occasions and only when I
really complained to ICNT was the situation resolved. I have made it very
clear to ICNT that it essential that they facilitate this communication in
the future since they are the ones, not the dsl provider or the local phone
company, receiving the subscribers's money. ICNT must also upgrade its
relationship with dsl providers; I understand that the dsl provider in my
case, Northpoint, is not available on a complete 24-hour basis to
complement ICNT's 24-hour tech support. This is, of course, critical in
terms of trouble-shooting any connectivity problems (as had to be done in
my case.)
Having said this, I have received excellent support from Issac Escobar in
the Quality Assurance Staff and from Tier Two technicians Fred Trenery and
Chris Nelson. Moreover, I am now experiencing smooth service (a recent
glitch with email servers on the East Coast was promptly dealt with) and
therefore would consider staying with ICNT.
Susanne Kyzivat
Arlington, Virginia
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