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Review by rench 
Posted: 8.2 years ago
member for 8.7 years, 16 visits, last login: 7.8 years ago
 Hartford,Hartford,CT
 Business customer
 $500 per month (12 month contract)
 Southern New England Telephone
 "NONE"
 "THEY ARE INEPT"
 "BEWARE OF FALSE GOOD REPORTS"
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DO NOT DO BUSINESS WITH THESE LAME PEOPLE.
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Review by lprevost
Posted: 8.2 years ago
member for 8.6 years, 19 visits, last login: 7.6 years ago
Raleigh,Wake,NC
$50 per month (12 month contract)
 about 70 days
BellSouth
CLEC party: Chazy and Westport Telephone CO.
"Consciencious tech support people that hate that their customers are getting treated badly"
"Bait and switch, poor connection, poor coordination, unethical, incompetent"
"Do not use this provider if reliability is a concern"
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Its hard to determine where to begin with this crowd:
1) Initial sales rep (Ed) "forgot" to turn in our order paperwork where we ordered the service 90 days before our office move. We called to ask why they haven't given us install dates 15 days before our move and foundout that Ed "forgot" to turn in our paperwork. The tech services people pulled off installation in less than 20 days which still caused our office move to occur a week late.
2) Service reliability was good first 4 months but tech service resulted in 1/2 hour to hour wait times in phone queue. They were good if you could ever get them on the phone.
3) Beginning in late July, we had several 1/2 day disruptions of service.
4) In mid July, we got a letter saying they were migrating our DSL line to the facilities of their "partner" Covad Communications and that our service would be disrupted to change the router and IP configuration. They promised they would call us and let us know when the changeover date was scheduled in order to minimize disruption. Today, we find that they disconnected our DSL line without calling us to schedule the changeover (as they promised). We spend 1/2 day and several hours on hold to get new router installed and configured on Covad's line (supported by DSL tech support). Once the router pings, I ask for help on our DHCP and NT configurations and they say "they aren't allowed" even though it was their migration that caused me to need help. I have to hire a network specialist to reconfigure our DHCP server.
. . . We're now looking for another service for our business and will probably look at frac t1 for reliability reasons. Here is a copy of the letter we are sending DSL today:
Our letter to DSL.net which we are sending today:
Per your letter to me of 7/25/01 regarding migrating me to Covad's local POP, you told me this: "You will be notified, via phone, by a DSL.net representative of the date the Telephone company will be making this change. You will receive this notification within 48-72 hours of the actual date we expect the change to occur."
This morning around 9am, our service went down and we had no prior warning from you or anyone else that this changeover would occur today. Our business, which is an Internet business with 8 employees that depend on the reliability of this connection, was disrupted all morning.
I called your tech support to get help, waited on hold for 29 minutes, and worked for several hours with Alex who found out at the same time that I did that you guys cut us over without notifiying us. He got the router up and running and left me and my business hanging completely without service as he was not allowed to help me with the needed changed on my DHCP server at our location (everything worked fine before you imposed this migration on me). I had to track down a local network specialist to help me through the disruption you have imposed on me.
If I had been notified prior to this, I could have arranged to have a network specialist on location to help me through this disruption you have caused to our business.
To add insult to injury, this is the 4th time we've been down for over 1 hour this month (reportedly because of client based code red worm problems but later admitted by Todd in your tech support group that the problems were DSL core router problems) and we had this occur several times last month as well (1/2 day on 7/19 or 7/20).
Also, when we were considering your service, we told your sales representative (Ed) that we were very upset with Covad's service and Ed made a big point about how DSL's network and service was superior to Covad's and this greatly influenced our buying decision. Now, you've baited us (with a better service claim) and now have switched us (to Covad).
We have lost total faith in your company and your ability to plan, communicate, and provide service. As such, we will beging the process of evaluating our other options. This email will become part of the record. I also expect an email back from you letting me know how you plan to handle this with respect to billing/SLA agreements.
With disgust,
Lee Prevost
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Review by philcase
Posted: 8.3 years ago
member for 8.3 years, 14 visits, last login: 8.2 years ago
Springfield,Greene,MO
$275 per month (12 month contract)
about 30 days
Southwestern Bell
CLEC party: DSL.Net
"800 number for phone calls I guess"
"Contract not being honored"
"Up to you"
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7/29/2001
Mr. Gerald Sorensen
National Account Executive
DSL.NET Inc.
Mr. Sorensen:
We received a letter from DSL.NET stating that DSL.NET is pulling out of the
CO's in Springfield, MO. This letter states that service will terminate on
August 1st. Which leaves us 25 business days to arrange new service. The
problem is that the contract that DSL.NET signed does not give your firm
this option. Your contract only provides for DSL.NET to terminate the
contract as a response to a breach of contract condition on the part of the
customer. Clearly not the case presented here.
As such I have advised our legal council to research appropriate remedies
should this account be terminated without either fulfilling the terms of
the contract or appropriately compensating CIDC for the financial
damages that the business relationship with DSL.NET has/will cause.
Due to the insufficient time provided for this notification it is my
estimate that these losses are likely to be significantly more that the
total value of this contract.
I have a recorded telephone conversation with you as the representative of
DSL.NET wherein you state that in the event that DSL.NET was to leave this
market that CIDC would have "AT LEAST 90 DAYS" notice before service would
be terminated.
I would appreciate a response from your supervisor as to how this situation
will be handled. Further please advise as to who the appropriate
representative is, in your legal department, that I can direct our council
too for further contact.
Please be advised that I have CC'd this email to various individuals within
DSL.NET that I've had a variety of contact with over the past 4 months.
I've also sent copies of this email to the public DSL.NET Yahoo Forum and
the DSLREPORTS.COM in the consideration that other customers in a similarly
compromised position should be aware of these issues in their contracts.
[For other DSL.NET customers: If you too find yourself in this unfortunate
position and feel that there might be value in working together as a group
to protect our common interests, I'd advise that you contact me via email.
In time I expect our attorneys to advise as to what remedies may or may not
exist in this situation. I will start an email newsgroup for the purpose of
sharing information about this situation. My email addresses are
phil@cidc.com and philcase@yahoo.com].
Sincerely,
Phil Case
CIDC
pcase@cidc.com
philcase@yahoo.com
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Review by (hidden by request)
Posted: 8.3 years ago
(review was emailed from domain cayugacomputers.com)
00607
$399 per month (36 month contract)
Verizon
CLEC party: DSL.Net
"Yikes!"
"Hate it when they pull out quickly"
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DSL.Net has informed us that they are moving out of the Ithaca, NY market
on August 31st. They give us only 36 days to get online with someone else.
Yikes!
-Dan Rapaport
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Review by cdaveb
UPDATED: 8.3 years ago
member for 8.7 years, 12 visits, last login: 8.2 years ago
Fremont,Alameda,CA
$300 per month (12 month contract)
DSL.Net
CLEC party: Covad
"There was one very helpful person, a shame she couldn't do anything to assist"
"Long hold times, poor reliability, unwillingness to work with the customer"
"Don't sign up with them, you won't be able to switch later. If your ISP gets bought by them, beware!"
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Some updates to my original review. We managed to finally get DSL.Net to release our line so we could switch ISPs by reporting them to the Better Business Bureau, which thankfully they took seriously. This went pretty smoothly (the VP of Customer Service got involved, that helped a lot). But when I called to close my account the billing department gave me the runaround, saying they couldn't give me my final bill yet because I might be under contract (which I never was). A month later, I finally received their bill, a ridiculous almost 2k, beccause they claim that I was under contract and had 9 1/2 months left and they billed me for half the monthly rate for it, in addition to charging me more than I actually owed (I should have only owed half a month's worth of service). When I called the billing department was again unhelpful, claiming that they would have to research my contract and saying they'd call me back, insisting that my contract was tranferred by my previous ISP. When I told them that my contract with my previous ISP expired ages ago they insisted that it rolls over when expiring (which is not the case). Of course this doesn't explain why the letter claims my contract began on the exact same day that my account was transferred into DSL.Net's billing system instead of a date reflective of the original contract.
So that is the current state of things. I'm trying to resolve the billing issue (in their final bill they also claimed if I didn't pay in 10 days they'd refer the matter to a collection agency and/or pursue civil action against me) but they are being slow about it (you'd think if I had a contract they'd be able to look that up in the system quickly).
This is just a warning to those of you out there thinking of signing up for DSL.Net, and especially those who are already using them, bought from other ISPs. Keep a close eye on their billing- they seem to be perfectly happy to screw you at every opportunity.
My original comments:
We had been reasonably happy SDSL customers of Tycho (a nice local ISP) for about a year and a half when DSL.net bought them. We were a little wary when we heard, but we gave them a chance, hoping it would not hurt the quality of service.
Since then DSL.Net has gradually been taking over parts of our service from the local Tycho people, and we've had numerous outages and problems related to it. In addition to the larger outages, we now also seem to get random dropouts of a few minutes at a time, several times a night. Recently Tycho transferred all our account information to DSL.Net and now we have to rely on their technical support people, who are a lot less helpful, and their billing and customer service people, who take forever to get on the phone. I waited more than an hour on hold the other day, and never managed to get someone on the phone until I called the sales department and got a person who put me on hold for 20 min to get a supervisor (I ended up with a customer service person, but at least she was helpful).
After many unhappy experiences with them in the last 6 months or so, we finally decided it's time to switch ISPs. We determined we would like to try Speakeasy and determined we just needed to get an ISP release form. Unfortunately, after a week of calling DSL.Net and asking about this, I finally got a response. They say they don't do ISP Release Forms at all, and that the only way we can transfer service is by cancelling our account. I called Covad to see if I could do a self release but they said no, we have to get the ISP to do it. DSL.Net was not at all willing to accomodate me, and Covad was not willing to help me resolve the problem of an uncooperative ISP.
So now I've decided instead to try signing up for Rhythms DSL through Megapath. It will cost me a little more, but their customer service seems very good, and we will be able to get it setup before disconnecting our old service. Unfortunately, that means we'll have to keep paying DSL.Net until we get the new service installed.
My advice, don't get DSL.Net. They cost more for SDSL, they have awful hold times, they don't care about their customers, and although there is at least one very helpful person there, it doesn't do that much good if they can't assist you because the company has a "screw the customer" mentality.
Just goes to show that any good small company can be ruined when bought by a big company that doesn't give a damn.
(Note: I did post this originally as a response to another post, but I think it should be a separate review.)
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Review by (hidden by request)
Posted: 8.3 years ago
(review was emailed from domain camtech.com)
Cambridge,Middlesex,MA
$185 per month (12 month contract)
Verizon
| Pre Sales information:
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We have only been on this service for about a month and our business has already been down for about a weeks worth of time.
The last week of June they (DSL.Net) were getting ready to lay off a bunch of the tech staff and understandably they needed to do some reconfiguring to protect their network incase some layed off employees went crazy. Unfortunatly for us they misconfigured our IP's on their border routers which caused us to not be able to access anyone outside of their network and no one outside could get into ours.
Mistakes happen but what made it worse was how some managing idiot must have decided to deny access to the techs to some systems before they laid them off so no one at Tech support was able to help us with our issue because there was no way for them to know what was going on. Even worse is how none of the techs would listen when I told them that it had to be their border routers because of how we (Our servers and DSL.Net's servers) could get to each other but our servers could not get to the outside of DSL.Net.
On the last day of my vacation I had to go into work because I was having some tech who thought he was all that and a bag of chip call me at 9:00 AM. I spoke to him at 7:30 that morning and told him that he better be on time with that call because I wanted to be in and out, but when I called in at 10 and got through to someone at 11:00 they told me that guy got laid of at 8:30 and that is why he did not call. So much for being the best and brightest.
If that was not bad enough, all the misconfiguring that they did cause some idiot to mark my IP's as available and they gave them away to one of their new customers last week. I was without service again from Thurday to Monday.
Thier billing department is kind of clueless as well. I called them for a credit to my service and they only wanted to give me credit for the time down when their 99.9% uptime promise says that for any unscheduled down time will be credited one full day for every 6 hours down. I was down for a total of 7 day and deserved a credit for 28 but they would not cough it up unless I could dig up the part of the contract that had the exact quote. They knew the drill but if you could not find the specific part in writing, they will probably try not to give you the credit you deserve.
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Review by JoeMama2000
Posted: 8.4 years ago
member for 8.6 years, 1 visits, last login: 8.6 years ago
Troy,Oakland,MI
Business customer
$145 per month (24 month contract)
Ameritech
CLEC party: Covad
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I have a review of DSL.NET if you are interested.
I have had their service for about 4 months now.
-----
I give the Sales Rating a A- for their assistance and scheduling
I give the Install Experience a B+ for Covad and a D- for the phone company.
Covad only took several minutes to get the line configured.
However, the phone company missed one appointment, and they misconfigured
the switch causing a 3 day delay.
Reliability: B- I have had only two outages with the provider, the first
lasted 6 hours and the 2nd is going on Day Three.
Tech Support: D+ While the staff is polite, the usual wait times exceed 45
minutes. And, I had to call a 2nd time because there wasn't a trouble
ticket created
Services: Unrated--I provide my own extra services (DNS, email, web, etc)
Value for Money: C--average. However, IDSL is a rather expensive service.
Hope that helps,
Ed Parker
dsl.net customer
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Review by dharadon
Posted: 8.4 years ago
member for 8.4 years, 6 visits, last login: 4.1 years ago
Seal Beach,Orange,CA
$149 per month (12 month contract)
about 10 days
Verizon
CLEC party: Covad
"cust. service dept was helpful - full range of services/products available"
"transition from Zyan was a nightmare, after hours tech support non existant"
"wide range of products, but service is really spotty"
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Working for a small company I got assigned with getting us up and running with DSL - all was good (installation and start-up were flawless) while we were with WareNet (Zyan reseller), and then there was the fall of Zyan and so fell everthing else. Since IT is not a full time job for me, the one and only innocous letter we recieved from COVAD went ignored. Ok, I admit, it was my fault when our service got terminated that fateful Friday afternoon, but dealing with Zyan's replacement (DSL.Net) has been a trying and frustrating experience. It started with the so called "Transition Team" that was not qualified to answer any question of substance like, "When can I expect my line to be reactivated?" They were really nothing more than order takers, but I guess it was better to get a live voice than someone's voicemail. After several days of nothing happening and being placed on hold for over an hour every time and being transferred from Customer Service to Sales adn to who knows where else - my patience wore thin. After 10 long days of no service and even less support our DSL was finally reactivated (minutes before my boss had my head); however, adding services like a dial-up account proved to be almost impossible (they lost the order three times). It took a letter to the CEO to finally get a response from VP of Customer Service, who personally called me to work out the problem and straighten everything out. In fact, the problem was resolved within three hours of the call - though my news service is still down. Still that's customer service the way it should be. She was polite and too the point and promised to get it worked out. More importantly though she followed through on her promise. It's just a shame it took a drastic measure to get the services we had requested weeks ago. My recommendation is that DSL.Net needs spend some $$ and train its employees a little bit more.
My hat's off to the Customer Service staff who finally pulled through, but the tech support and sales depts need a lot of work.
As for our service - we have SDSL on a Netopia 7200 with supposedly 192/192 but it's more like 123/185 and static IPs.
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Review by tonisavage
Posted: 8.4 years ago
member for 8.4 years, 2 visits, last login: 8.2 years ago
New York,New York,NY
Contract price not specified.
Verizon
CLEC party: Covad
"Their dialup alternative wasn't bad"
"Poor tech support, poor setup, poor records"
"Avoid them!"
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We are a computer services company who, along with one of our clients, lost DSL service due to the bankruptcy of Northpoint. Our experience, both on our own behalf and on behalf of our client, has been uniformly bad.
In our own case, they never could seem to get the MX records and other pointers straight, and never seemed to have much knowledge of what was going on in general. We contrast that with UUNET, who had incredibly intelligent and rapid service for us. We were back up within a few days after deciding to go with UUNET. We never DID get our lost email from the time we were down, although DSL.NET kept insisting that we would get it.
In the case of our client, it was even worse. To be fair, the client doesn't keep very good records, but DSL.NET couldn't even tell us whether the router was rented or purchased. And when we asked for the password for it, they said that if it was rented, they couldn't give it to us, and since they didn't know whether it was purchased (and we didn't know) they wouldn't give it to us. Again, they got the various IP addresses mixed up and didn't seem to have the technical skill to even understand what they did wrong. We were working with our subcontractor, who is an expert in connectivity issues, and he said he had never seen such ineptitude.
Bottom line in both cases, we went with other suppliers. Our client is going with an offer from his local telco. We shall see what THAT does. We, as noted above, are very pleased with UUNET (positive review follows)
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Review by d.b.russ
Posted: 8.5 years ago
(review was emailed from domain worldnet.att.net)
Rochester,Monroe,NY
Business customer
$220 per month (12 month contract)
" Involve your network manager!"
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After having very little success using Frontiers Lightning Link DSL I to
the leap of faith need to go from a $50.00/mo to a $250.00/mo service. I
was warned about the 4-6 week wait so I expected to have the service
installed in 8 weeks.
I went from a 700+d/ 120u to a 416k sDSL with all the "bells and
whistle". After signing away my life I truly had buyers remorse. I was
purchased the sDSL service w/firewall, remote data storage and a dial up
account. I call my network consultant and place him on notice.
5 Weeks later the service was installed and sure enough my consultant
was putting in overtime making sure I could talk to the outside world.
It took a good week to get the bugs out and things began looking nice
although I was not ready to say it was worth $200.00/mo more, UNTIL the
cafeteria next door had a fire that set off the sprinkler system. My
phone system was distorted as well as my server, we lost everything.
Finance payroll, EPA reports, customer information and orders. My
network consultant contacted DSL.net and after an hour on hold they gave
him another number who directed me back to the first number. I contacted
my sale rep who "Felt my pain" but gave me his sales engineer who ask me
to e-mail a question to the helpdesk.
Finally, my network consultant got through and my data was restored
available to be restored when my server and network were back on line.
This is a great product! If DSL.net can get their help desk together I
tell everyone to buy it.
Benjamin Russ
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DSLnet Inc
