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Review by randyman5 
Posted: 3.5 years ago
member for 3.5 years, 0 visits, last login: 3.5 years ago
 Monument,El Paso,CO
 $106 per month
 "Service was decent"
 "Went down ~1/mon, usually they found out when I called; incompetent customer service reps"
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Sometime around the first few days of May 2005, I called DSL.net to cancel my service, as we were moving out-of-state. I was informed that I must send cancellation notice via fax, which I promptly did. I was told that it would take up to 45 days for my service to be disconnected. This is how I know that it was the first few days of May: we were closing on our house on June 1, and would be leaving the state that day, and I was curious if DSL.net would get around to getting my DSL picked up before we left. They didn't, and I left it with the folks buying my house with instructions to give it to DSL.net should they come calling.
July 2005 comes around, and I get a bill showing another month of charges for the service that I cancelled nearly two months prior. I promptly called DSL.net, and spoke with customer service representative "B"; this was on 7/8/05. She claims that DSL.net never received my fax, but if I could produce evidence of the original fax, she'd take care of it. I asked to speak to her supervisor, "S", but she wasn't available, so I left a message for her. When I did speak with her, she gave me the same spiel about needing the original fax. Well, due to my cross-country move, I got rid of as much "junk" as possible, which included the original copy of the fax I sent canceling the service. I attempted to get a "fax sent" confirmation from my company's fax machine that I sent it from, but alas it was no longer available. I called B back and explained this situation, and she was not going to believe me. I called at least twice trying to reach S, which included leaving voice mail messages, but I never heard back from her.
In the mean time, I sent, on July 8, another cancellation fax directly to B's fax machine, and then immediately called her to confirm, which she did.
August rolls around, and I get another bill from DSL.net showing further additional charges for another month's worth of service! And this after B confirmed she received my cancellation fax! I gave up trying to reach B or S, and tried customer service again, and spoke with "K". She was the first to mention that a copy of the phone bill showing the fax call would be sufficient to prove my initial cancellation request. That probably would have been real easy to obtain right off the bat (instead of months later), but after asking my company to pursue that for me, and them going back and forth with the phone company for a couple of months, that proved to be impossible. However, she did tell me that she saw in the notes attached to my account that she saw where B received my cancellation notice, but confirmed that my account had, in fact, not been terminated. She assured me that she took care of it.
Imagine my surprise in September when I receive another bill showing another additional charge for a month's worth of DSL.net service!
Imagine my complete surprise in October when I receive another bill showing another additional charge for a month's worth of DSL.net service!
On Oct. 13, I receive an e-mail from "K" in the "Credit and Collections Department" requesting my prompt payment of 6 month's worth of service charges, or else my service will be interrupted. Interrupted?! HA! I replied to him the very next day, giving a brief history of this stupidity, directing him to review the notes attached to my account. I tell him I am awaiting confirmation of the real and final cancellation of my account before paying anything, that it is clear that this whole mess is wholly DSL.net's fault, and that there is absolutely no way that I am paying for 6 month's worth of service due to the utter and complete incompetence of DSL.net personnel.
Imagine my complete and utter surprise, shock, and awe in November when I receive another bill showing another additional charge for a month's worth of DSL.net service! You have got to be kidding me! And on top of that, I get another email from "K" in the "Credit and Collections Department" (yes, the same one I replied to just 3 weeks prior) telling me that if payment is not received by the due date, it will "result in the interruption of service". (What?! You told me that last month, and it didn't happen, and that's exactly what I'm trying to do! For 6 months now!) Again, I promptly reply to K, simply directing him (rather emphatically, however) to refer to my reply to his previous message. This reply prompts what appears to be a form-letter template reply which reads (and I quote verbatim): "YOUR EMAIL HAS BEEN RECEIVED BY OUR COLLECTIONS DEPT & WILL BE RESPONDED TO IN THE ORDER IN WHICH IT WAS RECEIVED." Guess what? I never heard back. Imagine that.
December's bill (actually dated 11/30) arrives, and surprise, surprise, surprise! There's a credit on my bill for 3 full months' and what looks like 1 partial month's service. At least someone's finally started paying attention. However, it appears to be charges for about 3 and one half month's worth of service remain.
It's still 2 1/2 months more than I should pay, but hey, once you call in the collection agents, who needs to bother replying to emails or letters any more, to work it out with the customer, eh? It's like trying to check out of Hotel California.
BTW, my service location was in Virginia, not in CO.
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Review by Hanko
UPDATED: 3.6 years ago
member for 7.8 years, 1314 visits, last login: 3 days ago
Eatonville,Pierce,WA
$536 per month (12 month contract)
 about 35 days
 Qwest
CLEC party: New Edge Networks
"Good Reliability, Fairly Knowledgeable T1 Tech Support"
"Wrong info from Sales in Router type. Poor communications with Rebate department."
 "Great if all you can get is a T1 for high speed in your area. Reasonably priced."
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Original order included Free installation after a $650 rebate. 16 Static IP's (more if needed) The offer also included a $350 router rebate that should not have been needed. I was changing from a fractional T1 (768Kb from TFB.com/New Edge Networks) to a Burstable T1 (1.5Mb from DSL.net/New Edge Networks).
Communications with DSL.net on the install was OK. Qwest took most of the time to provide me with a line even though I already had a T1 line. They would not do a disconnect/reconnect using the same set of pairs. DLS.net Sales assured me the Netopia (frame relay)router I had would work fine but when it came time to do the installation the tech arrived with a Siemens (ATM) router.
The installation was completed rather quickly since I already had everything ready to go. Things worked well for about a week until the ethernet side of the router died. It took 2 days to convice them to replace the router. When the new router arrived I was back up and running. Its been working well now about a year with only 2 outages. One outage was beyond their control - damaged lines during construction close to the Qwest office, the other required a reset of their equipment one hop up from me.
I have had no problems with the billing department, but the rebate department did not process the items I sent in originally. After 4 months I contacted them and had to fax in copies of the rebates and install orders. (always keep copies!!). They did pay quickly after that.
Overall they have been pretty good, not great but still acceptable. And they are the most reasonably priced T1 reseller in the area.
UPDATE 3/23/2006. About 2 months ago I started noticing slower page loads, downloads and my online gaming really started being laggy. I started having toruble with my Vonage phone being really choppy. I did a few test and found out the fastest ping time I could get to the first hop was 110msec. I called their Technical Support (who has always been very helpful) and found out they had closed their San Jose POP and moved everything to the Washington DC area. The original contract I signed promised a maximum of 80msec ping time. They were willing to either provide me with monthly rebates on the service or allow me to break my contract with a 30 day notice. I chose to break the contract and have Speakeasy install a new T1.
DSL.net has been a pretty good provider. I had no "Major" complaints about their service until the change in the POP. I wish they had announced they were going to make this change instead of letting me spend several days troubleshooting all of my equipment.
If you are looking for a T1 or DSL provider they do a pretty good job. But you can't get past the speed of light yet so just be aware that they no longer have a POP on the West Coast. If the ping time is going to impact your service then I would look elsewhere, otherwise they are still a good deal.
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Review by Pictor Guy
Posted: 4.5 years ago
member for 5.3 years, 1869 visits, last login: 36 days ago
Ashburn,Loudoun,VA
$89 per month (12 month contract)
about 14 days
Verizon
CLEC party: DSL.Net
"Great service."
"Transition wasn't smooth but they fixed it. Only 128k available where I am"
"Good business class iDSL service"
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I made the migration to DSL.net from Frontline. The change didn't happen as well as I would like but it was fixed within a couple of hours of me reporting the problem. The service has been solid and 24/7 support is an inprovement from Frontlines 8x5 support. I only wish they could offer me faster service than the 128k/128k static IP iDSL but that's not their fault. 
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 Review by sweintz
UPDATED: 4.9 years ago
member for 7.6 years, 506 visits, last login: 253 days ago
New Haven,New Haven,CT
Contract price not specified. (12 month contract)
Southern New England Telephone
"good service, reliable"
"billing dept is clueless"
"overall OK"
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We are a government agency here where I work.
Had DSL.net for about 2 1/2 yrs now. All of a sudden one of our two SDSL 1.5Mb lines goes down. Call tech support - on hold for 20 mins. They tranfer me to billing who tells me our account was suspended for non payement - we had not been paying full amount of bill every month, and had had an increasing running balance for some time now.
I walk over to our accounts payable dept. They explian to me they DSL.NET had been charging us tax. We had called them numerous times, and faxed our tax exempt info to them at least 5 times, but they kept on charging us tax. As a government agancy, we don't pay tax. So each month we would leave the tax amount out of our payement, call them up and tell them to take the tax off the bill. They would say "OK", but next month bill us for tax again. That was what the "not paying the full amount evry month" running balnce we had was all about. Argh!
What person working in billing could have their head up their a$$ so far they wouldn't know instantly that trying to charge the government tax is absurd?
We got is straightened out and the line was reconnected 2 days later.
We'll see if they try to charge tax on our next bill.
update-
They took the tax off for 1 bill, then started again. ARRGH!!!!! What type of idiot tries to charge a government gaency sales tax? ESPECIALLY after we have both faxed and hand delivered our tax exempt certificates to them?!?!? Multiple times!
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Review by BIG E2
Posted: 5.2 years ago
member for 8 years, 437 visits, last login: 1.1 years ago
Benton Harbor,Berrien,MI
 Business customer
$299 per month (12 month contract)
"fast/good install. able to hook me up when other said they couldnt"
"between 2 and 3 pm est everyday, circuit down to less then 56k speeds"
"overall everything is good."
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Im located in a country setting in Michigan. The coordination for install and process were great. The customer service with DSL.net are awsome but t/s can be aggrevating at times. They use a call dispatch out of Canada.
The local loop is with SBC ameritech.
cant remember the name of the company it goes to from Chicago.
semans se5940 router (dunno anything about it)
They asked me not to (and I didnt) install the software that comes with it. since then someone has changed the passwords (according to them) to get into the thing. So its quite a fiasco to get it programmed.
I have had numerous outages. I think its stemming from the company that I cant remember the name of. Some times minutes, some times hours, sometimes days and even longer then a week at one point but that was due to an Tstorm. Every day between 2 and 3 pm est my line speed drops to slower then 56k. Have tried to coordinate with DSL.net to find out where its comming from. numerous trace rts ect show that its comming from a switch in Chicago. DSL.net claims they dont see it. The limited line speed can last for hours at times.
DSL.net will not accept my tests run from DSL reports. They have there own test from dos prompt. The bad part is that the server is located in ct (an east coast server). My main use of bandwith is going to west coast. That is where I have most of my problems. Whenever I have trouble...dsl.net doesnt see it.
Within the last week I have seen much better performance from them. My packet loss is to a minimum. Line speed is better then expected.
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Review by thiostan
Posted: 5.2 years ago
member for 7.8 years, 4 visits, last login: 5.2 years ago
Indianapolis,Marion,IN
Business customer
Contract price not specified.
DSL.Net
CLEC party: Covad
"Only three menu's to get to tech support. Did not experience a hold time waiting for a tech to become available."
"Extensive hold times, bad hold music, lots of passing the buck to someone else."
"Not reliable or expeditious."
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Originally ordered SDSL 384/384. This is one of our remote locations and they VPN with our corporate offices. Recently they were upgraded to Voice Over IP and started having issues with the Voip phones that we believed was bandwidth related. My company put in an order to upgrade the bandwidth. One day the lines went dead. We did our regular troubleshooting before contacting DSL.net. When one of our technicians called them they reported they saw traffic going out but not in.
Eventually the call was escalated to me. I called and opened a ticket with DSL.net. That was when I found out they had performed the 'upgrade'. The tech assured me the IP address hadn't changed and he saw traffic coming out of the connection (which would be our firewall device trying to establish a VPN to the corporate office).
The tech said I would hear back from them in an hour and a half. I called back after three and the tech said it had been escalated to a NOC, I should hear back in an hour and a half. I called back after two and a half hours and they said the NOC reported they would have to restart a card and it should work tomorrow. Each call to DSL.net cost me over a half hour of waiting on hold listening to some really bad classical music.
Day 2. My remote site is still down. They still have no connection to the Corporate databases and they can't recieve calls. They are trying to run thier business over cell phones. Called DSL.net tech support and got put on hold for another 30 minutes while the tech called Covad.
The tech eventually came back on the line and informed me Covad needed to order a new router, he could not provide an estimated time of completion on this and after being told that they would call me back and not calling my back the tech's credibility was non-existant. He didn't have any viable solutions to the problem so I suggested he transfer me to a manager or supervisor. At this point I got to hold for another fifteen minutes and then someone claiming to be a manager took over and said he would make some calls. I told him I would wait on hold since the previous two technicians did not call me back. I told him at this point going back to 384/384 would get them operational and this would get me off their backs.
Waited on hold for another half hour before a woman claiming to be a supervisor came online. She said she would go talk to the individual who deals with Covad, get them on the line and get the line up in fifteen minutes. She said she would call me back.
At this point I'm waiting.
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Review by tech_ed
Posted: 5.6 years ago
member for 5.6 years, 0 visits, last login: 5.6 years ago
Sterling,Loudoun,VA
Business customer
$145 per month (12 month contract)
CLEC party: Covad
"Always on...always!"
"I wish it was faster"
"oh well....30,000ft from the co, what can I expect?"
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I have iDSL with DSL.net (140/140, ISDN over DSL) and really cannot complain. The service has been non-stop and I have been with them for the last 3 years now. I get the router for free (they gave me admin access to it) and 13 IPs...They don't restrict my traffic and I can pump as much as I want!
Unlike cable providers, there are no restrictions on my service what-so-ever.
Ed
web/gadget guru
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Review by DoMyWebNet
UPDATED: 5.8 years ago
member for 6.1 years, 20 visits, last login: 2.9 years ago
Rahway,Union,NJ
Business customer
$299 per month (12 month contract)
about 30 days
Verizon
CLEC party: Covad
"All - From the Initial Call to Turnup - Great Service"
"None"
"They are the best!"
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December 03 update -- STILL the only TRUE ISP LEFT!!! These folks are the best - I can't tell you how many satisfied customers I have sent to them and they have thanked me for each one - and no one has problems with service. I can't say enough nice things about DSL.NET -- if you need DSL (adsl or sdsl) I would highly recommend that you give them a call at 1-877-DSL-NET1.
Yes, they do have some SPAMHAUS issues - but I have had them taken care of within 24 hours of reporting to thier abuse folks - they are a fine group of people, and customer support (especially a big thanks & God Bless to Margaret S) tech support, billing -- you simply won't find better folks to deal with. FINALLY America has the best DSL company -- DSL.NET.
Al Reilly
CEO
DoMyWeb LLC
»www.domyweb.net
so much more in '04 !!
The Folks at dsl.net are top notch - No problems with ordering, Installation was easy and the service is great. I ordered 1 DSL line 1.544MPBS and One T-1 Line, again 1.544MPBS and both work at the same speed and I have stressed these lines to the max and they still perform well! In fact, my clients here in the building didn't even know that we got rid of our T-1 from Verizon - They were even shocked to find out that they were using DSL and still getting the speed they wanted - we even proved the speed to a new client by showing them speed from a Comcast Cable Modem Vs. a DSL line - and the DSL line won! These are the BEST folks to go with!
Al Reilly
domyweb.net
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Review by JMsax
Posted: 5.9 years ago
member for 5.9 years, 1 visits, last login: 5.8 years ago
Portage,Kalamazoo,MI
$499 per month (12 month contract)
about 15 days
DSL.Net
CLEC party: DSL.Net
"Great Pre-Sales, Fast Install, Easy Setup - Great Overall High End Business Solution!!!"
"None Really!"
"DSL.NET Treated us like all ISP's SHOULD treat their customers - as the most important. Great Service Too!"
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We ordered a full T1 (not DSL) from DSL.NET for a very large realty customer. This customer has high bandwidth demands and little tolerance for incompetence. We had never done business with DSL.net before so I was a little hesitant at first. Our Sales Rep Tom T. made everything go very smoothly and quickly. I don't remember exaclty, but it was less than 15 days from the day we ordered the line to the day it was installed and ready to go. Everything was just as expected. We got the whole block of IP's that we needed and everything was pre-configured in the router just as I had specified. An overall EXCELLENT EXPERIENCE.
We also ordered a 768k SDSL line from DSL.net for another location of the same customer. This line went in just as quickly, and again with no problems.
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Review by tsumiantoro
Posted: 6 years ago
member for 6 years, 1 visits, last login: 6 years ago
Gaithersburg,Montgomery,MD
$589 per month (12 month contract)
Verizon
CLEC party: Verizon
"Excellent service, excellent value"
"None"
"Highly recommended"
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Our company was originally a Network Access Solutions (NAS) customer. NAS was acquired by DSL.net late last year, and we became DSL.net customer by default. The transition was smooth and uneventful, and DSL.net actually automatically extended us a price of $780 for a full T-1 which was about $50 lower than what NAS had been charging us. We have been extremely pleased with the services that DSL.net has provided us.
We recently received a solicitation from another telecommunications company. As mentioned above, we are very happy with DSL.net services, and we never considered switching a different provider, but I have to admit, I have been slacking in keeping up to date with current prices on full T-1. Therefore, when this other company offers a rate of $599.00 for a full T-1, we had to seriously consider their offer. We decided to call DSL.net to see if there is anything they can do. The sales associate was extremely courteous and pleasant. They extended us a price of $589.00 for the T-1 with 10 additional mail boxes for free (20 total). It was a no-brainer... we are going to stay with DSL.net.
I highly recommend DSL.net. One lesson I learned, I will need to keep myself updated with competitive T-1 prices at least once a year.
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DSLnet Inc
