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Review by hko19 
Posted: 6.1 years ago
member for 6.1 years, 1 visits, last login: 6.1 years ago
 Hayward,Alameda,CA
 Business customer
 $300 per month (12 month contract)
 DSL.Net
 "Prompt Replies"
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I recently signed up for a sDSL service through DSL.net. All other providers I talked to required me to have dial tone before DSL being installed or ordered. Only DSL.net fulfill my concern and assures me the dial tone is not required. How did I know? The initial sales contact told me so. I also emailed DSL.net through technical support and I got an email back within 15 minutes to confirm. In the next couple hours, I got another email from a different person responding the same question I had. I'm impressived with DSL.net about their dedication to reply to questions in such a timely manner. Thank you Aram, Tom, and Darrin. I look forward to seeing our sDSL line up and running soon.
> Thank you for inquiring about our SDSL product. One of the many
> benefits of
> an SDSL line is that there is no dial tone, allowing for a
> dedicated
> internet connection capable of serving multiple users
> simultaneously. -- "Topping, Tom"
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Review by jcouillard
Posted: 6.4 years ago
member for 6.4 years, 1 visits, last login: 6.4 years ago
Novi,Oakland,MI
$2000 per month (12 month contract)
 about 150 days
Covad
CLEC party: Covad
"I get billed once a month for my service for all of my sites"
 "They are not all on the same bill"
 "Moses could part the Red Sea, but DSL.NET can't send me just one bill."
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Latest Fiasco
I currently have 7 locations with DSL.NET connected together using their Shasta VPN solution. Its set up to resemble a traditional Frame Relay network, where every site has to go through corporate to get anywhere. All remote sites are at 384Kbs except for two that can only get ISDL, and the head end was a 768Kbs Frac-T1.
At the end of January I found out by asking that I could save about $50 per month on my Frac-T1 if I upgraded the line to a full T1. Big no-brainer, so I faxed back the contract, and emailed my account rep (the fourth one that I've had since Exario, formerly Ultracom, sold my accounts to DSL.NET) that I had just faxed it to him. I even got a reply from him that he'd received them and was going to take care of them now.
Switch to last week (first week of June), while running some newly acquired snmp bandwidth utilites, I found that I really hadn't been upgraded, and that I'm still running at 768Kbs. So, a little confused, I email my account rep, and ask what the status is. Long story short, they misplaced the order, and I had to resubmit a new contract. Ok, nobody's perfect and I should have been checking all along, but I have been paying $50.00 more a month for at least the last 4 months than what I should have been.
So after geting the contact faxed (and emailed this time) back, I was told that they would make this move a priority. When I heard that, I should have been more concerned than what I was. That night (Monday) at 9:30pm I get an emergency page. It seems that a senior VP and another manager suddenly couldn't get to their file servers from across the DSL.NET VPN. Thinking it was a headspace and timing issue, I jumped into the network and started looking around. In minutes I found that I couldn't see any of my DSL VPN sites. So, I called their support line at about 20 minutes to 10pm, had to leave a message since they didn't seem to have any after hours people. I didn't receive a call back until 20 after 11pm and that was just a message telling me that when I got into the office in the morning, reboot the router and call back. When I finally did get someone after 8am the next morning (they said to call back after 6:30am, and I had been trying since 6:50am) we found out that at 9:00pm the night before they upgraded my line from 768Kbs to the full T1. The problem (among many) was that they didn't reconfigure my router (which they do have the ability to do) to use 24 channels, it was still configured to only use 12. Once I made this change and rebooted the router the line came right back up and I was able to see all of my sites.
Morale of the story, 1.) They screwed up the initial upgrade request.
2.) In an effort to rectify that, they planned a significant change to my network at my request, but didn't communicate with me when it would take place.
3.) After they made the change, as far as I know, they didn't test through to make sure that the upgrade was successful.
3a.) If they did test through, they didn't contact me to let me know that the upgrade failed (no connectivity to upgraded site).
Recommendations, go with someone else if you don't want additional stress. Resolutions, when my contracts are up, I will move my service to someone else.
Jeff Couillard
Sr. Network Engineer
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Review by vugluskr
Posted: 6.5 years ago
member for 6.5 years, 1 visits, last login: 6.5 years ago
San Francisco,San Francisco,CA
$50 per month
SBC
CLEC party: Covad
"average DSL service"
"terrible customer service, fraudulent billing practices"
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DSL.NET arbitrarily discloses its 30-day termination policy to block customers from leaving. -
---------------------------------------------------------------------------------- ----------
In 2002 DSL.NET, which is a business-oriented ISP, acquired
my personal DSL account form APLUS.NET. In the process they
claimed that my contract with APLUS will remain in place.
In 2003 I decided to sign with another ISP. I called
DSL.NET on April 20th, they said ''OK, we'll close it''. I
saw the charge on my credit card statement and called on
May 15th, they said ''Sorry, we have a 30-day written
termination notice policy, your line will be on for another
month and you will get billed'' (APLUS.NET did not have a 30-
day termination policy). I sent a fax to them with date and
signature, dated May 15th. May 21 I called again to check -
they ignored the fax and there were no traces of my calls
or faxes in the system.
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Review by (hidden by request)
Posted: 6.6 years ago
(review was emailed from domain attbi.com)
Norwood,Norfolk,MA
Business customer
$220 per month
"Decent music when put on hold"
"Your on hold long enough to realize this"
"Incompetent support, staff largely not knowledgable"
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We've had it with them. They've been unable to get support for Servlets up and running, and they've had four weeks to do it. Servlets are a part of one of their base packages too. And this isn't anything complicated. They can't even run a simple "hello world" app.
Pretty scary.
Since we really can't wait any longer I had to convert a desktop machine
laying around the office into a web server running tomcat. I then
loaded in the code we wanted and got it running in less than 2 hrs. The
web hosting / tech support department at DSL.net is grossly incompetent
and based on the fact that the average hold time when calling them for
support is 30 minutes before you talk to a person (who lies to you and
tells you everything is working when it is easy to demostrate that it is
not), I feel it deserves the lowest of ratings.
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Review by jmittendorf
Posted: 6.7 years ago
(review was emailed from domain acudor.com)
Fairfield,Essex,NJ
$220 per month (12 month contract)
"Immediate Response"
"Some Departments Have Limited Ability"
"Good Overall Service. We continue to use DSL.net and recommend them to others."
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Just a quick note to relay my recent experience with DSL.net. We have a
small manufacturing company (with big plans) and utilize DSL.net for our
internet connection and webhosting. Recently, we needed to upgrade our
router to handle bigger hardware requirements at Acudor.
They responded immediately. DSL.net programed and shipped the router to us
the same day. We were on a tight software/hardware upgrading schedule and
this item had been missed.
To further complicate our story, the software vendor called us to say THEY
HAD INCLUDED A ROUTER with their proposal, but didn't list it in our
contract. We had 2 routers "en route" to Acudor. DSL.net immediately
handled the return of their shipped product. This took place at 4pm on a
Thursday. Basically, DSL.net was happy to service our company & we were
only charged the shipping charge they incurred. Had the item not left the
building, we'd have incurred no expense at all. This was a small incident,
and only 1 piece of hardware - but it showed that even the "little guy" can
be serviced professionally.
Their response time and personal service is a breath of fresh air in our
modern business world of Voicemail. Our contact at DSL.net was Christopher
Mielewski, Tel. (203) 782-3466, email: cmilewski@dsl.net
I am sure he'd appreciate any business your readers could throw to him.
I would recommend this company just based on service, but their pricing has
been very competitive too.
- John Mittendorf
Office Mgr., Acudor Products, Inc.
www.acudor.com (Access Doors & Related Products)
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Review by (hidden by request)
Posted: 6.7 years ago
(review was emailed from domain pacbell.net)
Sacramento,Sacramento,CA
$149 per month (12 month contract)
"Service? Outstanding"
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I would like to commend your staff, particularly Tracy DeFrancesco, for
outstanding service.
I recently had a huge problem with my DSL line. Even though we were not
listed as a dsl.net customer,
Tracy researched and continued to dig until she discovered the root of our
problem. Our problem appeared impossible to rectify (a re-seller has taken
my money but not paid his bill and has disappeared off the face of the
earth). Tracy went way above and beyond the call to help me figure out what
was going on and then worked miracles to fix it!
I will be a loyal customer of dsl.net until the end of time because of the
diligence, caring and professionalism of Tracy DeFrancesco and the other
folks who helped.
Thank you for pulling me out of this quagmire.
Cindy Griswold
Northern California Neurological Surgeons
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Review by dsl4dummies
Posted: 6.7 years ago
member for 8.1 years, 126 visits, last login: 2.6 years ago
Newark,Essex,NJ
Business customer
$189 per month (12 month contract)
about 21 days
Verizon
CLEC party: DSL.Net
"Great Pre sales and Customer Care"
"Not one"
"The only "true" ISP left in the Business"
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I was a NAS-OP customer who received a letter stating DSL.net purchased NAS and I can switch my service to Covad. This made no sense to me. Why would I switch to Covad if DSL.net was buying NAS. So, I went ahead and did what the letter told me. I contact Covad and asked them what I had to do in order to switch over. While on was on the phone with the Covad rep, I asked her to help me get into my router. She said, "sorry sir, I can't help you with that until you sign up with us online." This is ridiculous! If I sign up online with Covad, I get NO trial period(DSL.net gives you a 30-day trial period with a pro-rated 1st month bill) and I am automatically tied into a 1 year contract. This definitely sounds a bit fishy to me. I decided to hang up and shop around. I called Qwest and they offered me so called "business DSL" for $80.00 per month. Well, they don't tell you about the extra line you have pay for per month and the ISP charge.(earthlink) My bill would be $130 per month instrad of their so-called advertised $79.95 per month. I decided to some further investigating into their "business DSL." It is NOT, I repeat, NOT business DSL. It is called RADSL. It is shared and not dedicated like SDSL. RADSL is the same thing my neighbor got from Verizon for $50 per month. Why would I spend $80, I mean $130 per month for residential service....RIDICULOUS! Finally, I decided to talk with a business partner of mine who has been very happy with his DSL provider for the past 2 years, DSL.net. I contacted DSL.net and spoke to a "wonderful" customer service rep. She then forwarded me over to sales. I was greeted with a happy and pleasant voice. I was then qualified for service and asked, "what would I be doing with my internet connection, I want to make sure this is a good fit for you." WOW, this blew my mind. Right away I knew I was talking with the right company. I explained the whole situation about NAS-OP, Covad and QWEST. The rep then told me that she would be more than happy to help me out. I had a few "technical" questions for her and she wasn't too sure about the answer so instead of lying to me, she went and grabbed an engineer to talk with me on the phone. Yes, an engineer. I was impressed myself. Well, one thing led to another and I was sold. Not only did they make me feel comfortable, but they also made sure that their service was a perfect fit for my business. I was given a free modem, free service level agreement, free support, free emails and saitisfaction. To the many peolpe out there looking for true BUSINESS SDSL, go with DSL.net. They tell you the truth and keep you happy.
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Review by chovaz
Posted: 6.8 years ago
member for 6.8 years, 0 visits, last login: 6.8 years ago
Auburn Hills,Oakland,MI
Business customer
$549 per month (12 month contract)
about 14 days
Ameritech
"Communication from order to installation was very good"
"Installation was scheduled without any input from me"
"Good pre-sales service, haven't had a chance to verify service quality yet"
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We ordered a full T1 for $549 a month. By far is was the cheapest option. The order and installation has gone very smoothly, however we have not yet had a chance to test the quality of the service because we are waiting for our hardware to come in (our fault).
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Review by bobcov
Posted: 6.8 years ago
member for 7 years, 15 visits, last login: 2.7 years ago
San Diego,San Diego,CA
Business customer
$599 per month (month by month)
SBC
CLEC party: Covad
"Excellent technical support after install to help troubleshoot speed issues"
"Not fair, because this was an odd situation, but if something goes wrong, the admin staff aren't that good."
"They delivered a temporary circuit to the Superbowl and it worked."
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It is always difficult to get a wired provider to deliver a circuit for temporary(less than a month) use because most everybody's system is geared to minimum one year installs. When PacBell rejected the correct address for the install, it provided a real challenge because we then went with what turned out to be the wrong address and then corrected it, all without losing the install date. All of this had to be very closely coordinated or we would not have had service for the Superbowl. The dsl.net people were pretty bad at this type of unusual situation, so I handled most of the direct conversations between PacBell, Covad and the stadium installers to straighten it out.
After install, we weren't getting the speed I expected for doing ftp outbound. The tech support from dsl.net was superb. Zen and Ryan were very knowledgeable and their decisions on what things to try were well-thought out and logical. We did get the speed up to close to what it should have been.
I would not have any qualms about recommending dsl.net for normal installations. For special events and transient uses, nobody has ever beat the experience I had with a company in Austin, TX who promised to deliver a T1 ten days from the date of order and did just that, to a pair of wires sitting on a street corner.
-Bob Covington
bobcov at ay oh L dot com
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Review by nyquist1
Posted: 6.8 years ago
member for 6.8 years, 0 visits, last login: 6.8 years ago
Pittsburgh,Allegheny,PA
$50 per month (12 month contract)
Verizon
CLEC party: Covad
"So far...Everything"
"So far...Nothing"
"They are my 5th and so far the best DSL ISP I've had"
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I have been with DSL since the flawed and miserable beginnings, but I can finally say that I am very pleased with my service. After 3 providers went belly up on me, with 5-10 week gaps in between each, I finally found a provider that was solid in Aplus.net. I was sad to hear a few months ago that Aplus.net was getting out of the dsl market and memories of my lost connectivity came back to haunt me. However, my fears were unfounded as Aplus.net took every effort they could to ensure a flawless migration to dsl.net. I had one minor hiccup when dsl.net took over my account, I called tech support and had a very short wait and within minutes they had me running again. Since that day I have yet to experience a disconnection or even a slow down.
I am incredibly pleased with dsl.net to this point.
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DSLnet Inc
