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Review by WE SO SUFFER See Profile

  • Location: Porter Ranch, Los Angeles, CA, USA
  • Cost Contract price not specified.
  • Telco party Verizon
There is absolutely nothing good for me to report about these leaching, lying, thieving, time and energy wasting criminals ...
This has been the worst protracted struggle that I have ever endured with any company, and I would not wish it upon anyone
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

With Verizon now and the difference has been night and day, stay away from this despicable middle man reseller!

This is a small sample of what my family and I have had to recently go through with this Internet Service "Provider"

I had to resort to going onto the forums here as a last ditch effort to actually be helped, as most of the attempts at actual communication with them were either brushed off hastily as though I am a real nuisance to them, or just ignored altogether

"I want to cancel, and DSL EXTREME makes it impossible"

»[DSL] I want to cancel, and DSL EXTREME makes it impossible

After being without service for approaching two weeks, being mired in the never-ending cycle that is their system which you are forced to go through EVERY single time (no matter how much you have been through with them already) and getting the same exact responses, the robotic scripted repetitions coming from the "techs" they employ there now in the Philippines, (which they hired for a small fraction of the worker's pay /rights/environmental concerns etc. as those which were once had by the laid off American techs, ( and which were the big selling point of the 'service' to begin with, and big part of why I ever even signed up with this crooked organization in the first place))

... I had exhausted all of the possibilities and my health began to decline.

Countless hours were wasted by this ethics-devoid automated machine of an entity.

This experience actually has had me incredibly concerned, and fearing for the direction that we are heading towards, as a human race. That we allow such greed ... such sheer contempt for our fellow men and women to run uninhibited

as displayed by this lying, incompetent and uncaring money-wringing organization. It is a good example of corporate organized crime which is bankrupting our nation run rampant.

Don't take my word for it, if you feel that you must see it all for yourself. Hope you like torture, if things should go wrong. IT REALLY AND TRULY begins to feel absolutely HOPELESS ...

and it is one of the most frustrating and helpless sensations of feeling trapped that I have ever had in my life in dealings with ANY company. NEVER have I had something like this, and I have dealt with and also worked in a lot of diverse customer service scenarios over the years.

That is all for me.. thanks you, it was good to get this off of my chest here now. I am still so shaken by the whole thing, even just thinking about it all now.

Good luck to anyone still in contract with them and going through such similar horrors, to you I say: don't give up. Don't go down without a fight. You have rights too, legally and CERTAINLY as an individual who did nothing wrong and simply paid for a service that you thought you would get,

and went through all of the prescribed avenues which they officially offer to try to get it working, and then have to resort to a third party website to get any results at all as opposed to being stuck in an endless loop, lied to, and then just plain ignored. This disrespect, this corrupt series of business practices, total lack of service and care ... they ought to be ashamed. I once recommended them. How things have changed.

member for 12.7 years, 34 visits, last login: 11 years ago
updated 11.2 years ago

WE SO SUFFER
join:2011-06-19

2 edits

WE SO SUFFER

Member

When I went

When I went to Chatsworth my desire was to Cancel, just to clarify things

She convinced me ...
the receptionist (probably knowing how difficult it is to cancel without being forced to have your brain extracted through the nose while you still breathe) she convinced me to drive home and wait for the phone call that came a little later, where the AMERICAN tech on the line fixed a the currentmost issue in no time, something the outsourced techs NEVER could even come CLOSE to diagnosing, over the course of the endless calls with them I now realize .. they are just too clueless from my experience. SO, there was One good thing there which HE accomplished after my endless relentless persistence and prodding of this company for days and weeks. Only after I drove there in person and spoke with the receptionist. And it wasn't even really what I wanted, as it turns out later I was right , my instincts) I wanted to cancel not stay with them, since SURE enough the hosts of OTHER SERIES OF ISSUES we had actually resumed very soon after once more, separate from that simple little settings fix, so yeah not just on sheer principle, was it necessary to cancel (though I sure would have), but significantly because IT JUST DIDN'T WORK RIGHT, BEFORE, FOR MANY MONTHS, OR AFTER AT THIS POINT,
and the Outsourced "Service" was just something else.... just unbelievable.

So we are talking congestion, Line issues, poor/ intermittent connectivity and being dropped flashing lights flickering lights Peak hours etc. etc
And you know what, those outsourced techs,
they act and make it sound like they just did you THE HUGEST FAVOR to get Verizon to actually get off their rears and come take a look at the problem ,to simply put in a ticket for that. (after we had gone through days and days and days of being forced to keep trying the same lame modem resets etc and expecting somehow different results.) YOU HAVE TO PULL TEETH TO EVEN JUST GET THAT DONE, for them to click their mouse and get that done.
AND THAT is a big part of what I am talking about, it is LOUSY SERVICE JUST ABOUT EVERY STEP OF THE WAY
meanwhile, I AM GOING EVERYWHERE NOW AND SHARING TO POTENTIAL CUSTOMERS THIS HORRENDOUS NIGHTMARE SO THEY CAN BE WARNED, MAYBE DSLE WILL TAKE NOTICE AND IMPROVE THEIR NOW LOUSY SERVICE WHEN THEY START HEMORRHAGING CUSTOMERS
IT IS THE ONLY WAY FOLKS, SQUEAKY WHEEL YOU HAVE TO BE, DON'T GIVE UP AND FIGHT FOR YOUR RIGHTS THIS IS WHY I VOTED FOR NADER EVERYTIME
THE LITTLE PEOPLE WILL WIN IN THE END AND THESE CORRUPT CORPS WILL ALL BE LONG FORGOTTEN SOMEDAY I CAN'T WAIT FOR THAT
det427
Premium Member
join:2004-01-31
Santa Rosa, CA

det427

Premium Member

Rebuttal

»[DSL] Beware of DSLExtreme return modem SCAM

I have been with DSL Extreme for around nine years. Like everyone, once in a while there are problems but they are corrected very quickly.

Review by (hidden by request)

  • Location: Los Angeles, Los Angeles, CA, USA
  • Cost: $18 per month (12 month contract)
  • Telco party AT&T
everything and anything DSL Extreme
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

At the end of September 2012, I switched from AT&T to DSL Extreme. It took about 1 week for them to take over my line then, about another week to actually connect me to their service.

It was very frustrating as I was without service for about 2 weeks. I purchased a new NETGEAR modem/router just to make sure I would have no issues. As things started moving along, I started noticing that I could not stay connected to DSL for more than about 30 minutes, then I would be dropped. I would have to unplug everything, wait, then restart everything!

I called the tech department at DSL Extreme and they tried to resolve it but could not. This went on for quite a while time and time again.Finally, DSL Extreme called AT&T, scheduled an appointment for them to come out. They, AT&T, came out and ran a new line from the pole to my house, then I hired an electrician to run new cooper wire throughout my house to make sure my signal was clear. From all the things I did, you would think I would have fast, fast, uninterrupted service, well, no I did not. My service was so slow I could not even open an application for a parks and recreation activity for my kids. During this time I also experienced being dropped again!!

I called DSL Extreme again and told them I could no longer continue with their service as it did not work.They would not allow me to get out of the contract, they would not allow =0Ame to speak with management, they told me it was all due to a squirrel and it was my fault. I spent countless hours on the phone with their tech support over the few weeks I was able to connect, (on and off) . This company is by far the worse company I have ever had business with. They charged me a buy out of my contract for the sum of $197 and change plus deducted $18 and change for the month of October. This has been such an inconvenience, with two kids in school, grades 5 and 8, and without internet and loads of homework. I'm spent, seriously, DSL Extreme is promoted on KFI Los Angeles and I am so sorry I believed them

Lynne

(review was emailed from domain sbcglobal.net)
lodged 11.2 years ago


dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

DSL Extreme

Dear Lynne,

I'm sorry to hear that you were having trouble with your connection. I certainly don't think that you did anything to cause the squirrels to chew up your phone cable, but we did send out a technician from AT&T to replace the cable, so such would not be valid grounds to cancel the contract.

We had the technician out on your premise on 10/16 to repair the squirrel-gnawed line. Next day, 10/17, we did further testing with you and found that the jack you were connecting the modem to didn't have a dial tone, so we moved the modem to another jack which did, where it was able to connect - this is clearly an inside wiring issue, and again, not something under our control nor a valid reason to cancel the contract.

We did not realize you were having any further trouble with your line until you contacted us on 10/22, demanding to cancel the account immediately. We did offer tech support to troubleshoot further, having successfully handled the previous two issues, but you unfortunately declined. We would be happy to resume troubleshooting should you decide to come back and resume service with us; otherwise, we wish you the best with your future ISP.

Review by (hidden by request)

  • Location: Moreno Valley, Riverside, CA, USA
  • Cost: $21 per month (12 month contract)
  • Telco party Verizon
maybe if I had internet
No internet after 3.5 months
Still no service
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:



I signed up for service on August 30 for installation on September 2,
2012. I have contacted them repeatedly by email and phone, and I keep
being told my service will be activated. It is now November 20 and I
still have no internet. I keep telling them Verizon has not tagged or
punch down my line at the exterior of the complex, but they keep
saying Verizon has done so. I sent them the pictures showing them the
work Verizon did but I still have no internet and I continue to be
billed. They refuse to cancel my account. My next stop is the BBB and
my bank to dispute the charges.

(review was emailed from domain gmail.com)
lodged 11.3 years ago


dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

1 edit

dslx_nick

ISP Employee

DSL Extreme

I'm very sorry to hear you seem to be having trouble getting service. I've looked through all of the new orders placed 8/30 and have been unable to locate any orders for the Verizon area of Moreno Valley/Riverside on that day, or the immediate surrounding days for that matter; if you could give me any information to locate your order or account, I'd be happy to assist you.

Update: one of my representatives has located an order to move existing service from a previous location to Moreno Valley; I think this may the one you were referring to, although the activation date appears to be 9/12, not 9/2. I shall investigate and contact you shortly (so if you don't hear from me soon, that must mean I have the wrong account; if so, please go ahead and provide some information so I find the right one for you!).

sigh
@csupomona.edu

sigh

Anon

Re: DSL Extreme

I had a similar problem with DSL & no service. After 5 phone calls, the last one over an hour long, the "tech" & I found a solution, but he kept getting angry because I didn't understand his accent & kept asking him to repeat his statements-not my fault. On another note, I was told I had to CALL to cancel DSL service 3-4 weeks in advance of end-of-contract due to processing timeline. I called 3 weeks before end of contract, but DSL didn't cancel & kept charging my credit card. In midst of trying to fix, they continued to reply, "Yes, you did call to cancel but you have to cancel online". I did online also, but that's not what previous phone clerk said. WONDERFUL customer service. I thought about cancelling credit card but figured DSL would put it on my TRW. What do you do? Finally stopped credit card charges 3 months later, but trying to get money back is exhausting.
TBBroadband
join:2012-10-26
Fremont, OH

TBBroadband

Member

BBB

Keep in mind the BBB won't really do anything. DSLX can ignore all of the complains and many businesses do. If they're a "member" of the BBB, they'll make the complaint go away.

You'd be better off going to your bank normally once a return has hit their account, the business will start moving, especially since they would be paying a nice fee of no less than $25 for a returned item.
wirelessdog
join:2008-07-15
Queen Anne, MD

1 recommendation

wirelessdog

Member

Re: BBB

How are you going to tell someone to dispute a charge once the issue is being addressed? That is between them and DSLX governed by the contract. I agree if the issue is not resolved that may be a course of action but DSLX is working on the issue.
TBBroadband
join:2012-10-26
Fremont, OH

TBBroadband

Member

Re: BBB

DSLX was not working on the issue until posted here. One could make the case that they had no other intent on addressing the issue until neg "press" was published.
wirelessdog
join:2008-07-15
Queen Anne, MD

wirelessdog

Member

Re: BBB

That is an assumption you are making.

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

1 recommendation

dslx_nick

ISP Employee

Re: BBB

Hey guys, easy. Customer's activation date at the new location was 9/12, for dryloop service. She called us late on 9/14 letting us know that she still wasn't seeing sync on the modem. We sent a dispatch to her location confirming sync to the NID on 9/18. We notified the customer of such same day, advising her that she needed to connect her apartment's IW to the NID.

Customer didn't get back to us until 10/30.

Seeing as she still wasn't seeing sync, we called her apartment management on her behalf and asked them to check the the NID to make sure it was correctly tagged by Verizon and to make sure her apartment IW was correctly connected to the NID. We also set up another dispatch for 11/3 and had another field tech re-verify the sync and tag at NID from Verizon's end - again, she needs to make sure the IW from her apartment is connected to the NID, as we notified her same day.

Customer didn't get back to us until 11/20.

Customer sent in photos that she has taken of the NID, and in the photos we can see there are two NIDs. Verizon has (twice now) verified sync to the demarc, which is the first NID accessible off the street. It is now the responsibility of the customer (and her apartment management) to make sure that the IW from her apartment is properly connected to that NID (even if it needs to route through a second NID to reach the primary demarc NID).

So, yes. We have been working with the customer, multiple times, to resolve this issue, well before I got involved here on the board.

Review by aburke99 See Profile

  • Location: Los Angeles, Los Angeles, CA, USA
  • Cost: $35 per month (12 month contract)
  • Install: about 15 days
Tech support
False sales information
Buyer beware
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I was a customer for 4 years with DSL Extreme. A sales rep convinced me to sign a contract because I was on month to month and this would save me money.

I knew there was a small possibility that I might be leaving the area, and I explained that to the sales rep. His reply was, "If you move to an area where we do not offer service, you can cancel the contract with us no problem."

4 months later, I moved out of their service area but they would not release me from my contract. And they happened to have no record of this conversation, of course.

Buyer beware.

(Interesting side note: they have the contract posted online. Older versions are supposed to be posted as well, but that link is dead. When I asked about this, I was told that they have never changed their contract, ever. Anyone believe that?)

member for 13.9 years, driveby review (so far)
lodged 11.5 years ago


dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

DSL Extreme

Dear Aburke99, I will contact our sales department and have a supervisor check to see if they can locate the recording for the call in question, but I do see that you sent us emails in June '10 asking about 3 month contracts (not available) and then about cancelling an annual contract if you move to a location outside of our coverage area, and the representative emailed you a rather clear response:

"To answer your question: If you move to an area where DSL is not provided, yes the contract would still be in effect for the old location. The reason for this is if you sign up for a one year contract, the contract is for your current location and current phone number which we do not guarantee availability for any other addresses other than this one that the contract is for. So once you sign the contract with us, we sign a contract with the telco in order to provide the service at a lower cost, so if you move from the location to an area that does not qualify for service, the telco would still hold our contract in effect as well as we would have to hold your contract with us in effect."

BuyerBeware
@dslextreme.com

BuyerBeware

Anon

Re: DSL Extreme

DSL engages in deceptive business practices. I have reported them to the Federal Trade Commission.
When I signed up last week I was told that I would be able to watch utube videos on their slower speed. I stated, "well, if this speed isn't fast enough I can switch to the higher speed for $2.00 a month more (based on the prices listed on the web), the service rep said nothing. I was supposed to begin service on Friday. Late Friday night around midnight I finally was able to connect. Saturday, my service was cut off and I wasn't able to get it reconnected until Sunday when their tech support re-opened. That's when I noticed that the service speed was very slow and wouldn't play utube without skipping multiple times. I explained to the tech support person who told me I would have to call back during the business week to talk to a customer sales representative about this (to switch to a faster speed). When I called today (yesterday was Labor Day so I had to wait) I was told it would cost $10.00 more a month to go to a faster speed not $2.00 more since I had agreed to the slower speed by "contract". Yeah, right. If this company thinks they can get away with these types of practices they are mistaken. I asked to speak with a supervisor and was told that the supervisor would tell me the same thing. I repeated, "I would like to speak with a supervisor" and was placed on hold. When the rep returned to the phone I was told a supervisor would call me back in 24-48 hours! I said, "so this company has that many complaints that your supervisor is dealing with?" She didn't answer. I have reported this to the Federal Trade Commission and advise everyone else who is deceived this way by this company to do the same. Some states are standing up to this type of criminal behavior whereby companies try to hold good citizens' credit over their heads with these so called "contracts" only to lie and deceive them and bait and switch and hold no accountability. I see someone on this blog answers to these complaints but obviously he can't be on every blog doing his "damage control". I will post more blogs. Shame on you DSL Extreme!

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

Re: DSL Extreme

Hi there, you must be referring to me! My name's Nick. What's yours?

I'm not in the billing department, but I can assure you that our supervisors, regardless of department, usually have things to do other than listen to customer complaints. They do take time to address such issues, but they do have meetings and other tasks to take care of as well, and cannot always drop everything and come to the phone immediately.

I don't have the recording of your conversation to hand, but if you claimed you could get a higher speed tier for $2 and the representative didn't say anything, then it's entirely possible the representative may not have heard you, or might have been focused on filling out some paperwork and got distracted... without the recording, I really couldn't say. Common courtesy dictates that you typically respond in some manner when someone says something to you, to let them know that you got what they were saying.

Contrary to what you may think, however, I'm not here to run 'damage control'. I'm here to help people and fix things. I'm a technician, and as DSL connections can run into technical problems, most of the issues I deal with on this board are of a technical nature. Those, I can typically deal with myself, or delegate to other technicians. Sometimes, questions and complaints of another nature pop up, and I do my best to answer those too. Customers are welcome to contact technical support over the phone for technical issues, or call billing to address billing issues, but if a customer prefers to eschew the phone, or simply thinks their issue isn't being properly addressed through those channels, they're welcome to post here and I'll do my best to help. If you want to spend your time blogging... well, it's your time. If you actually want to get your problems fixed, send me an IM.

tl;dr: IM me if you want help. Ignore me if you just want to vent.

rulds2008
@telnor.net

rulds2008

Anon

Dsl Extreme bullying is what I say

I have had these folks, They told me there modem was FREE but in fact I got billed $99.00. I sent it back and still got sent to collections. These people live o n DSL reports.com as well. They try to use words to engage a customer complaint all the wrong way.

They LIE all the time. How can it even be possible that ATT would hold these folks ot a contract when they are RENTING the line from the carriers and resell it to you!

This company is going to the toilet real quick I can tell you I even complained with the FTC.

Yeah folks if you in the area of ATT go with the original provider without a contract.

Dsl Extreme really needs to wake up.

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

Re: Dsl Extreme bullying is what I say

"8. EQUIPMENT. DSLExtreme will provide a AT&T, Verizon, Covad or Qwest Subscriber with the free use of a modem (California use tax is required in California). Subscriber must return to DSLExtreme the complete modem kit in a useable condition at Subscriber's expense within thirty (30) days of termination of the Service by Subscriber or DSLExtreme. Subscriber must pay ninety-nine dollars and ninety cents ($99.90) plus applicable taxes to purchase any modem Subscriber does not return to DSLExtreme in working condition within such thirty (30) day period." - »www.dslextreme.com/terms ··· ions?i=1

If you had sent the modem back within 30 days, send me your account information and I will be happy to investigate on your behalf.

"How can it even be possible that ATT would hold these folks ot a contract when they are RENTING the line from the carriers and resell it to you!"

How? EXACTLY as was explained in the quoted email: if the customer agrees to an annual contract, then we in turn enter an annual contract with the ILEC. We are able to offer a lower price on our annual contracts to the customer because AT&T offers us lower costs when we agree to an annual contract from them. If you don't want to take my word on it, feel free to do independent research on it. Many forum users here are quite knowledgeable about such and will confirm this.

rulds2008
@telnor.net

rulds2008

Anon

Re: Dsl Extreme bullying is what I say

I sent back 1 modem and still was charged, I do not remeber the phone numer or account number.

The way I see it even if you ere to look it up you will just sweep it under the rug like you do with all your customers in your misdeed's.

I feel sorry for Leo Laporte when he advertises your service on his shows, its sad.

.

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

Re: Dsl Extreme bullying is what I say

You don't remember the phone number? Was this a dryloop connection, or a long time ago? Even without the number, I can usually look up the account if you give me your name and some other information (for example, the street address, or approx. when you had service with us, etc.).

I don't make promises I can't keep, so I can't promise any particular result right now as I don't have your account info in front of me. I can say that I've had customers that were accidentally sent to collections due to billing errors and I got those fixed. I can also say that I've had customers complaining about no connection and I found their accounts suspended because they truly had not paid their bill for several months.

No one's perfect, and neither are DSL connections and computers. Mistakes and errors happen. My job is to fix them to the best of my ability. If you can give me a tracking number or something else showing you returned your modem within 30 days, then I should be able to get this particular problem handled for you.

NewToArea
@mycingular.net

NewToArea

Anon

Shopping for an ISP

I am new to the area and am looking for an ISP. Although these are customer complaints, they really don't concern me too much as there are always circumstances in which a customer will be disappointed enough to vocalize it. However, what concerns me is the tone and manner which DSL_Nick responds to these complaints. There is absolutely no hint of an actual apology in any of these responses. Instead of trying to diffuse the situation, they're continuing the argument, only adding fuel to these customers' initial complaints. I have no dog in this fight but felt compelled to let you know your responses have caused me to look elsewhere for Internet service.

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

Re: Shopping for an ISP

I'm sorry if my direct manner has offended you, but you are indeed free to try us or not; the decision is yours. I'm a technician, not a salesman nor politician - I do sympathize with difficulties customers may encounter, and do everything I can to fix such, but I'm here to actually help people, not run 'damage control', and I don't lie or 'sweep things under the rug'. I'm very honest and work hard to fix things, as most of the forum users at »DSL Extreme will attest. I'm a human being too, and it's hard for me to spend the time to write an honest apology while people are slinging personal attacks and insults at me

Review by jamesbdavis See Profile

  • Location: Beverly Hills, Los Angeles, CA, USA
  • Cost: $90 per month
  • Install: about 60 days
  • Telco party AT&T
Good when it works
Essentially no customer service from this company
Only if you are able to go weeks or more without service and don't care
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

It took over 60 days and a fedex letter to the president to get this installed in 2009. Worked very fast for a while then slowed down and stopped. Second fix took an email to Leo Laporte (the tech guy) who pushes this product.

I have now been down for over one month. It took 10 days to get the first responses. At 20 days a nice guy named Daniel called me and apologized for the horrible service, then said he would stay with me until service was restored. He called twice a day for a week, then even Daniel quit calling.

Regular emails to the billing, tech support, and customer managers get absolutely no response. Hard to understand a business model for ISP services that offers essentially zero support.

member for 11.7 years, driveby review (so far)
lodged 11.7 years ago


dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

DSL Extreme

Dear James,

I'd like to help you with this, but I need your account info. Can you send me a PM (Private Message) with your account information? Just click on the icon next to my name and it should take you to a form where you can send me a PM. Send me your account number, your ticket number, your DSL number - any of those would work.

Sincerely,
Nick

Review by OCChineseGuy See Profile

  • Location: Yucaipa, San Bernardino, CA, USA
  • Cost: $33 per month (12 month contract)
  • Install: about 60 days
  • Telco party Verizon (ex GTE)
Initial price was attractive
Took forever to setup on existing phone lines....
Complete thumbs DOWN !!!!
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I signed up for DSL Extreme for a second house I have. According to DSL Extreme Verizon had to run a new line to the house? Well that turned out not to be true, as when the Verizon tech showed up 60 days after I signed up. The Tech said did you know you have four lines to your house, yes I did. He tried to sell me Verizon service I said I don't need a phone line, I need internet. Anyways after being patient I got service. About two months after I got the service hooked up a drunk driver ran into the Verizon switch near my house, and the problems began. I called DSL extreme, I posted here. Their foreign customer service had no idea, when I told them Verizon's switch was damaged and my service hadn't been restored. Several times they said they could see my modem. Then I had intermittent problems when it rained, about a month before my contract was about to expire they finally got it working well. But I had had enough. Anyone reading this review has the unique opportunity to view what living with DSL Extreme for a year has been like. The worst part is when your contract is up and you try to cancel they just continue to bill your credit card. I have posted here and the GM of DSL Extreme had supposedly responded, however it has been over a week and I haven't gotten a confirmation. I mean come on a credit could be issued to my credit card in a couple of hours, not months or weeks.

Orange County Chinese Guy

member for 13 years, 11 visits, last login: 11.8 years ago
updated 11.8 years ago


dslx_gm
ISP Employee
join:2002-12-26
Chatsworth, CA

1 recommendation

dslx_gm

ISP Employee

We never received a cancellation order on your account...

OCChineseGuy,

As indicated by our customer service team in their email correspondence with you, we are waiting on Verizon to confirm the disconnect. Your line in their system is still currently connected and we are waiting on them fully disconnecting the line before we can make any adjustments to your account.

As I indicated, we never received a cancellation request from you. Though you sent over a screen shot of the order form it doesn't appear that you actually pressed submit on the order as this screen shot that you sent was simply the order form and not the confirmation page. Had you actually submitted the cancellation request you would have received an order confirmation number on the confirmation page as well as an email with that information. Do you have that information?

It appears that unfortunately you didn't fully complete the cancellation request hence we never received it and your service remained connected. That therefore means that we will have to pay Verizon for leasing your phone line through the cancellation date on your account and due to no error on our part we will be out that money. Regardless that issue was not caused by us and we will be losing money in the fees in the additional months we have to pay to Verzion we will likely still go above and beyond and credit you back.

It is very unfortunate that your cancellation didn't get submitted properly, but seeing as this was no fault of DSL Extreme it is even more unfortunate that we are being blamed in a public forum.

Again, once we get a confirmation back from Verzion our team will follow up with you.

George
OCChineseGuy
join:2011-03-21
Malibu, CA

1 edit

OCChineseGuy

Member

Re: We never received a cancellation order on your account...

You forgot to mention that I also called DSL Extreme when the first charge in error appeared on my card(around 4/1/12). Your CSR rep said that a credit would follow. Now how would a credit follow, if the service is still connected? Can you explain that? However the credit was never issued was it? Nope, you billed me again! The the real shame is that it takes a public forum to get a response. This is 100% DSL Extremes fault, as the cancellation was properly submitted on 2/20/12. And the modem has been disconnected since Time Warner was installed, it should be easy for you to issue the credit as you should be able to see when modem termination occurred. If you leased the line its your fault and on your dime. If your intention is not to issue a credit then please let me now and I will follow up with a dispute via American Express. I have given DSL Extreme ample time to respond to my complaint, and issue a credit and you have yet to do so. Just look at the posts for DSL Extreme and billing issues, and you are trying to put blame on me.

Orange County Chinese Guy

dslx_gm
ISP Employee
join:2002-12-26
Chatsworth, CA

dslx_gm

ISP Employee

Re: We never received a cancellation order on your account...

said by OCChineseGuy:

This is 100% DSL Extremes fault, as the cancellation was properly submitted on 2/20/12.

Can you please provide me with the cancellation order number that would have been both on the confirmation page of your order as well as emailed to you?

Again, the line has not been terminated by Verizon. Once that we will take care of the billing. We need to wait until Verizon completes the order on their end first though. I don't have a specific time frame from Verizon of when that will occur. Our team will contact you directly once we hear back from Verizon.

Thanks

Review by vstrugatsky See Profile

  • Location: Sebastopol, Sonoma, CA, USA
  • Cost: $18 per month (12 month contract)
  • Telco party AT&T
Can't think of anything
Connection never worked, poor customer support, charged early termination fees
Can't recommend
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I had a horrible experience with DSL Extreme.
I owned a 2WIRE modem that DSLE listed as compatible with their service.
Spent about month and a half talking with mostly incompetent technical support trying to get the service to work. No luck.

Found information on DSL Reports that the particular model I have, 2WIRE 2701-HGV, is cripple-ware and is not compatible with DSL Extreme.

Asked DSL Extreme for their own modem. The only option they have is a device without wireless access. With that device, I got service, but it would disconnect every few minutes.

At this point, I had enough, returned the modem and called to cancel the service.

Was told that I had to write them to cancel. I wrote the cancellation email and received the confirmation ticket.

But the service was not cancelled and I could not switch the provider. When I called back, they claimed that the cancellation ticket number I have in the email from them belongs to another customer. Unimaginable mess, their internal systems simply don't work.

They asked me to submit cancellation on their web page. That seemed to work, but they informed me that they are charging me the early termination fee of $170.70. For the service that never worked! Besides, they've charged me for three months of service that I never had. When I protested, they informed me that if I don't pay, my account would go to collections.

In short, pure nightmare.

member for 11.9 years, 1 visits, last login: 11.9 years ago
updated 11.9 years ago

ArizonaSteve
join:2004-01-31
Apache Junction, AZ

ArizonaSteve

Member

Your Problem?

It sounds like you caused the problem you are blaming them for. You could have picked up the correct modem on ebay or even at Goodwill for a few bucks.

Rockafella21
join:2010-04-08
New Castle, PA

1 recommendation

Rockafella21

Member

Re: Your Problem?

Steve how did he cause his own problem when he said even with the supplied modem from DSLX he would experience disconnects? I don't understand why people start bashing people for giving their honest review. When they clearly haven't even read the whole review themselves.

Blogger
@mpionbroadband.com

1 recommendation

Blogger to ArizonaSteve

Anon

to ArizonaSteve
said by ArizonaSteve:

It sounds like you caused the problem you are blaming them for. You could have picked up the correct modem on ebay or even at Goodwill for a few bucks.

When you read the review you must have missed where up front the reviewer states: "I owned a 2WIRE modem that DSLE listed as compatible with their service."

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

DSL Extreme

I am sorry you had this difficulty. Unfortunately, the 2Wire 2701-HGV is a VDSL modem which does not support the correct settings you need for our ADSL connection. To use our connection, you must use an ADSL modem which supports RFC1483 / Bridge Mode and DMT (g.DMT), VP must be set to 0, and VC must be set to 35. The standard 2Wire 2701 model ADSL modem does meet these requirements and thus does work with our service, but the 2701-HGV is a VDSL modem which does not.

You mentioned that with the modem we sent you, you were able to connect, but were disconnecting every few minutes? If you'd care to try again, we can certainly troubleshoot that issue and find out why your connection was being intermittent and fix it.
40757180 (banned)
join:2009-11-01

1 recommendation

40757180 (banned)

Member

Thanks for honest review

Thank you for taking time to do honest review of this ISP.

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

DSL Extreme

I'm sorry you ran into this difficulty. The standard 2Wire 2701 ADSL modem is compatible with our service and is listed on our website accordingly. AT&T's U-Verse service comes with a firmware-locked 2701-HGV VDSL modem, which is not compatible and not listed on our website.

The ticket number you provided belongs to a ticket opened for another customer on December 15th, which was before you started service with us in the first place. While it's theoretically possible the system ran into a technical error and gave you a wrong ticket number, I checked that ticket anyways and didn't see any cancellation email from you. If you'd like me to investigate further on this, please send me an IM.

You were indeed connecting with the modem we provided, as you yourself stated: "With that device, I got service, but it would disconnect every few minutes." I certainly don't consider that ideal, of course, but it does prove that we did connect your service in good faith. Unfortunately, you did not give us a chance to troubleshoot why your connection was being intermittent. If you should decide to give us another chance in the future, we will be happy to investigate this point further and fix whatever was causing the intermittency on your connection.

Review by (hidden by request)

  • Location: Santa Ana, Orange, CA, USA
  • Cost: $18 per month (12 month contract)
  • Telco party AT&T
Met expectations
Difficult and usurious cancellation policy
They want you to pay for an additional 30 days upon cancellation
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:


Rip Off:
Upon cancellation of service, at the end of the contract, they claim they
have the right to collect another 30 Days of fees.
Since the service ended and the affiliated land land was disconnected and
the service was not used...the fee is simply a rip-off.
If I ever consider another DSL provider, It will not be from this usurious
organization.
Mike Guido

(review was emailed from domain gmail.com)
lodged 12 years ago


dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

DSL Extreme

Please note that our Terms and Conditions (»www.dslextreme.com/terms ··· ions?i=1), section 11 "Termination by Subscriber", does show that you need to provide us with a 30-day written notice when you cancel your account. We are not charging you after your account is cancelled, but the cancellation does not take place until 30 days after you submit the request (unless you request a later date instead). I'm sorry there seems to be a disagreement regarding such; if you'd like, please feel free to send me a PM and I can have a billing supervisor contact you.






Review by Eaglewatcher See Profile

  • Location: Anaheim, Orange, CA, USA
  • Cost Contract price not specified. (12 month contract)
I'm not finding the good yet-it's gotten much worse
So far, no good-much worse than that.
If you have time to waste, go for it
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

3/24/12
Here's the latest. I've still never gotten anywhere close to full speed, and am now running at about .70Mbps on a good day. DSLE wants to have the Telco come check the lines. I'm also suspicious of my router, which is making a high-pitched sound, barely audible, but there. They are sending a new router.
So, now in 3 weeks, I have spent hours on the phone, with email, troubleshooting, and am about ready to dump this altogether.
I've also since been informed, I'm 13000 feet from the CO, so I should downgrade to 1500. Ummmm. I might as well have kept my old plan, since now I'm runnin half of THAT on a good. day.
Frustrated???? I do work from home sometimes. Can't do it.
I have on-line classes that I can't deal with, since anything flash is in slow motion. This is so frickin pathetic.
I'm checking out Time-warner cable at this point, and am about to check out.

I've only had DSLExtreme one week. Seriously. Today is 3/14/12.
I left ATT's 1500/350 $29,95 plan, for DSLE 3000/512 plan at $14.95. Seems like a no brainer right?
I've already had at least 4 chats for support when I was able to stay connected, and about 5 phone support calls in the time. (Maybe more) My issue is speed, and loss of service.
It was easy to set up. I plugged in the modem my day of service began, and BOOM I had internet. I thought, how simple!
Then that night, my service dropped down to about nothing. I chatted with support. I jumped through some hoops, and nothing helped. So around and around I've gone since then. They have reset my line, done this, done that, tried to blame my copper wire, tried to blame my router?. I seriously don't know what the problem is, and it's kinda clear they don't either.
I was able to get 2400/440 speed at one point, but it was short lived. Now I am getting about 1240/330 pretty consistently, with occasional drops down to not much at all.
The last tech I spoke to, suggested he downgrade my plan for me, since he didn't think I would ever get the advertised speed.
So now I'm here at the DSLreports forum, asking for help.
I haven't given up hope I can get the advertised speed... but so far, not a happy customer.
We'll see what happens.

Cheers-

member for 12 years, 17 visits, last login: 11 years ago
updated 12 years ago

Smifgnomer
join:2011-05-17
Lafayette, CA

Smifgnomer

Member

Defective modem?

I wonder if the modem might be the problem. If you still have the modem from your previous DSL provider you might try connecting to DSL Extreme with it and see if that fixes your connection speed problem.

dslx_nick
ISP Employee
join:2011-12-24
Chatsworth, CA

dslx_nick

ISP Employee

DSL Extreme

If you'd care to PM me your details, I can have a Tier 2 tech investigate for you to find out what's going on.
Eaglewatcher
join:2012-03-13

Eaglewatcher

Member

Re: DSL Extreme

Thank you. Info sent to email.

dslx_steve
Premium Member
join:2011-03-24
Winnetka, CA

dslx_steve

Premium Member

Re: DSL Extreme

Looks like we're trying to get a dispatch set up for you. Unfortunately, AT&T is closed today. We'll contact you tomorrow with dispatch times. Hopefully this will resolve the issue.

Review by knid See Profile

  • Location: Norco, Riverside, CA, USA
  • Cost Contract price not specified.
Nothing good anymore. Sad, but true.
Fraudulent billing practices (bills for higher capacity than possible), no response from customer service or billing.
Don't even bother. These guys used to be the best, but not anymore.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

We were very happy initially when we signed up with DSL Extreme in 2004. We contracted for 6Mbps down, and we thought we were getting that. Over the years, we had multiple issues with download speeds, and usually, their tech support was able to get things resolved. That was before they outsourced most of their customer support functions. Now ... we complained about slow speeds last week - we were only getting 224K down, and this was affecting our horse ranch business severely. I called to complain. Results?

1. They broke the circuit. Connectivity was not restored.
2. They promised to rebuild it on another router.
3. Connectivity was still not restored.
4. Dispatch for ATT was arranged (supposedly) for last Friday.
5. Friday came and went. No show. I called back several times, as we had rearranged our schedules to be home for the tech. Finally, dispatch was supposedly reset for Saturday.
6. Saturday came and went. No ATT.
7. Monday - now furious, I call back to find that ATT was only dispatched on Monday morning (yesterday.)
8. ATT shows up. Nothing wrong at our end whatsoever. Problem is with DSL Extreme routers.
9. ATT tech further explains that our local loop was NEVER provisioned for 6Mbps and that the maximum it would ever physically be able to sustain is 3Mbps.
10. DSL Extreme has nonetheless been billing us for 6Mbps service for over 8 years.
11. I call in to cancel our service.
12. I am told I cannot cancel service over the phone.

I requested to speak to a supervisor each of the times that I called in or emailed. No supervisor EVER responded. Thoroughly disgusted, and now a hostage of DSL Extreme until they process the cancellation. Fair warning. Do NOT use these people as an ISP.

It's kind of sad, as they used to be the best really.

member for 13 years, 5 visits, last login: 12 years ago
lodged 12 years ago

25139889 (banned)
join:2011-10-25
Toledo, OH

25139889 (banned)

Member

Profit

This is what happens when a small indie ISP becomes a national company over night and has shareholders to please. Company goes down hill and the customers a number. It's no better than dealing directly with the last mile provider.

dslx_gm
ISP Employee
join:2002-12-26
Chatsworth, CA

2 edits

dslx_gm

ISP Employee

I reviewed your account...

Hi Michael,

I am sorry to hear that you experienced and issue. I reviewed your account and show that you called into our support team on 3/16/2012 requesting assistance with your connection. Our support team reviewed your account and thought that a circuit change may be necessary and indicated that they would open a ticket with AT&T.

Because the circuit was based out of a remote terminal in order to fully trouble shoot AT&T has to dispatch out on those lines. I do see that AT&T missed your dispatch and I sincerely apologize for that. I do show that AT&T did come to your premise on the 19th and per their notes they found a defective cable and repaired it.

The package that you are on is a 3000-6000/512-768. Your line will therefore sync at the highest rate possible within the speed package that you are on. I took a look at your past line readings and show that your line was in fact in sync at the full rate. I have included those line readings below for your reference.

I have asked one of our senior technicians to reach out to you to follow up. He will coordinate to ensure that your account it does get terminated on our end right away per your request.

DN STREAM ERRORS During the last measurement period of 15 minutes the line ran error free in the downstream direction.
UP STREAM ERRORS During the last measurement period of 15 minutes the line ran error free in the upstream direction.
DN STREAM SPEED The line is running at the maximum bit rate of 6016 kbps.
UP STREAM SPEED The line is running at the maximum bit rate of 768 kbps.
DN STREAM S/N The line noise margin equals the target noise margin of 6.0dB.
UP STREAM S/N The line noise margin is 13.5dB, which is above the target noise margin of 6.0dB.
DN STREAM POWER The line power is 14.5dBm, which is below the maximum of 16.0dBm.
UP STREAM POWER The line power is 12.0dBm, which is below the maximum of 13.0dBm.

Thanks,
George
knid
join:2011-03-03
Norco, CA

1 recommendation

knid

Member

Re: I reviewed your account...

I'm not sure what ATT told you, but they did not replace anything on the street, at my box, or within my premises. My wife was with the tech the entire time, so unless the cable you're mentioning was located somewhere between the CO and the street vault down on Second Street near the I-15, I'm not sure what you're talking about. In any case, our service is now confirmed canceled.

npln
Us Army
join:2000-07-17
Martinez, CA

npln to dslx_gm

Member

to dslx_gm
Just curious......what is the downstream attenuation? attenuation=distance......Max recommended loop length for an AT&T 6 meg circuit is around 6500-7000ft. What is the Max recommended distance for a DSLExtreme circuit?