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Review by Headrick 
Posted: 8.5 years ago
member for 8.5 years, 8 visits, last login: 8.3 years ago
 Portland,Multnomah,OR
 Business customer
 $60 per month (12 month contract)
 "Initially, low cost service."
 "POOR customer communication tops the list."
 "Expect the plug to be pulled without notice."
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With respect to the volatile nature of DSL at the present time, I'm going to stop short of flaming, but from the standpoint of a DSL Northwest SDSL customer who was perfectly satisfied with the service for about 7 months however, I must report extremely LOUSY treatment from these folks following the Northpoint shutdown.
The Northpoint shutdown wasn't their fault of course and they did give me free dial-up for 60 days while they arranged new service from another provider (Rythms, check their ratings). Following this however the only communication with them was via getting posts on their web site, which lasted for about two weeks. They then asked me to select new service, sign and fax a new contract with them and that the new service would be up and running shortly and an e-mail notice would follow letting me know when. I promptly did so and waited, and waited, and waited. Well, the 60 days of free dial-up (complete with non-stop disconnects) expired so they pulled the plug on that without a word. I called immediately and was told that because I was unable to get the service I had signed the new contract for, nothing was done in the meantime...no phone call, no e-mail, no anything. As a result, I'm voicing this experience here and I've cancelled my account with DSL Northwest. The DSL Northwest tech support person was kind enough to recommend a more reliable provider to me whom I've contacted and have set up a new account.
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Review by kraz
Posted: 9.2 years ago
member for 9.2 years, 36 visits, last login: 3.8 years ago
Larkspur,Marin,CA
$59 per month
 SBC
CLEC party: NorthPoint
"They really try hard and haven't charged me yet"
"Don't have a reliable connection"
"Home DSL may not be a reality"
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$59 per month for 784/392 SDSL (still don't understand how its sdsl). No consumer should have to learn so many details about a product. Did any of us have to learn how a catalytic converter works to drive a car? At this point I have had to learn a whole new vocabulary about DSLAMs, SDLS, training, bridges, routers and CLEC, CPEs, etc. Yet, despite an install date of 9/11 here I sit on 9/15 trading emails with DSL Northwest on how they are going to get PacBell and Northpoint to sort out my installation. According to DSL Northwest "they found that since the counters had been reset, there were 4 successful "trains" and 63 unsuccessful attempts to train. In other words, there's still a problem on the line." That was of this morning. As the weekend rolls on us, I have no set time or means of resolution. I have a lot of folks telling me why they can't fix the problem. In fairness, they probably can't. But hey, I bought a service that I haven't gotten. Who regulates this??? My story reminds of the numerous frustrated reviews posted on dsl reports about "horror stories." My hope based on the glowing reviews that by paying a little more to a company of comitted individuals would pay off in less hassle for me. Sorry to report that it doesn't necessarily make a difference. Good luck to folks looking for a reliable affordable consistent rate home dsl service.
See my comments below in Epilogue. dslnorthwest cancelled my contract today. I can only guess it was because of my posting on dslreports.com or it may be because i wanted them to fix my phone line. Okay maybe i should have found the staple the northpoint tech put through my modem line, but hey it was in the crawl space. Of course, dslnorthwest didn't really believe it had anything to do with the install. The whole story is too much to put here. Let me summarize in suggesting that you read the short epilogue. And if anyone has found a vendor that actually provides service, guaranteed speed, backup dialup and 24/7 support, please feel free to email me. thanks
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Review by Brisbane8
Posted: 9.2 years ago
member for 9.2 years, 15 visits, last login: 9.1 years ago
Brisbane,San Mateo,CA
$59 per month (month by month)
"Great freindly customer service"
"They are a small shop and clearly have NO control over what they sell"
"Work with a bigger company that has more clout with the telcos"
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OK, heres the deal with these guys. I have spoken to almost everyone in the company and I've called them maybe 15 times. Everytime I call, I get greeted by a wonderfully personable person. All of them have great customer service skills and are very friendly, I even got to talk to the president once as he was the only one available to talk to me. They beleive in having someone answer the phone, no voicemail crap so when you call you will definitely talk to a person....sounds great right? Wrong...
These guys provide NorthPoint service and this is where they fall apart. They have absolutely NO clout at Northpoint. I'm not even sure if NorthPoint knows or cares that they sell thier product. Northpoint recently upgraded my local CO, so they are the only ones I can buy from, but for some reason DSL Northwest couldn't get them to find an available port on the DSLAM. They keep saying "Well North Point has to add more ports to the DSLAM" Well maybe so, but folks its going on 3 months now and you've been saying that. I did a little research and found out that North Point was just back out to refit the CO in July, so, you think hey might have added a new card with more ports? Well, lets get the show on the road...shall we?
These are really nice people, but lets face it, this a business that provides a service that they have no control over. They have poor communication lines with Northpoint. If it was all up to them, I'm sure they would help me out, but they can't. They are just too small.
-Mike K
BTW - There is one other good point...they don't bill you till its installed, so at least I don't owe them anything yet!
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DSL Northwest
