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Review by Outfitterdav 
UPDATED: 120 days ago
member for 120 days, 0 visits, last login: 120 days ago
 Arvada,Jefferson,CO
 $471 per month (24 month contract)
 "None"
 "Bad Service"
 "They want over $3,000.00 to cancel 45 days early"
| Pre Sales information:
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Three times (this year) Integra left me without any internet, phones, FAX, credit card services for days when it was their bad computer (all three times).
When they changed from my contracted company called Eschelon, a service person came in and changed the computer and said it was an improvement to the
T-1 service I had (obviously from my contracted T1 service). The Internet speed has been much slower. I never had a problem with the T-1 service.
I am changing to Cbeyond as of tomorrow and Integra sent a letter (that I received today) threatening me with a fine for canceling the contract 45 days early and suggesting that I had a 36 month contract (its 24 months) ending September 09.
In other words my contract was done 10 months ago.
I will do my best if they continue to pursue this very bad business relations move
to make sure they never have a new customer, ever!
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Review by spaguy
Posted: 136 days ago
member for 136 days, 0 visits, last login: 136 days ago
Colorado Springs,El Paso,CO
$300 per month (3 month contract)
"none"
"lots"
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We had Cbeyond but were trying to save some money with the economy like it is. This company is very unresponsive, poor customer service and very little technical ability in their support staff.
We've had problems for weeks without satisfaction and have been without DSL, phone or Credit card services all day.
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 Review by CCTVTech
Posted: 1 year ago
member for 6.6 years, 2543 visits, last login: 1 days ago
Glendale,Maricopa,AZ
 Business customer
$500 per month (36 month contract)
 about 20 days
"T1"
"Liars and Thieves"
"Would never use them again even if life depended on it."
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Had them for 18 months so far, can't get out of the contract.
Service has been up and down since they bought the original company.
Originally had dynamic T1, now they say they can't do that and my vpn fails 80% ever since they took over.
They hardly ever return phone calls.
Tried pleading my case to no avail.
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Review by Unreasonable
Posted: 1.4 years ago
member for 2.1 years, 44 visits, last login: 23 days ago
Portland,Multnomah,OR
Business customer
$60 per month (36 month contract)
 Qwest
"Nice and slow"
"Mind boggling support policies"
"The etf is a bargain!"
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We have multiple locations where we use Integra/Eschelon dsl to provide free wifi for our cafe customers.
As Integra has taken over Eschelon, their support policies have taken a serious turn for the worse.
It used to be that the installers would put a sticker on the router showing the various parameters including ip, subnet, gateway, dns, login/pwd.
Now, not only do they not do so, they've changed the passwords to lock the customer out of the router.
So....couple of weeks ago I get a dmca letter from Integra, advising me that someone had downloaded HBO copyrighted materials.
Ok, so I need to turn off some ports and reconfigure dns.
Can't get into the router.
I called in to get access and was first told No.
Then told that I could only get access if I signed and returned a waiver.
Fair enough. There are enough settings on a dsl router that I could easily waste a lot of their time if I went in and played with certain ones.
I know what not to screw with - some people don't.
The provider wants me to acknowledge that if I mess with stuff, they're going to charge me to unscrew it.
Perfectly reasonable.
I give them the fax number and my cell number and email address.
Never heard from them again.
When I call a week later, I'm told they've changed policies and I can't have router access.
I ask how I am supposed to determine the offending client to comply with the dmca letter?
[silence]
I need at least logs with mac addresses so I can cross reference the letter.
Then the helpful phone rep offers to get me the mac addresses.
I get this:
"Hello Robert,
Here's the list.
Active 00:13:e8:1e:c7:ed 192.168.0.53 Cody Wireless
Active 00:16:cf:3e:b0:7a 192.168.0.54 DCKWMQB1 Wireless
Idle 00:1c:bf:1c:f9:37 192.168.0.55 AMPLUSD Ethernet
Idle 00:1c:b3:bf:ba:4e 192.168.0.56 unknown Ethernet
Idle 00:0d:93:87:20:b9 192.168.0.57 unknown Wireless
Active 00:11:24:91:fe:4e 192.168.0.58 unknown Wireless
Active 00:11:24:99:d3:5b 192.168.0.59 Macintosh-4 Wireless
Idle 00:1a:73:23:58:f9 192.168.0.60 CharlesGambi-PC Ethernet
Active 00:14:a5:a3:e3:60 192.168.0.61 Insolent_Minx Wireless"
I asked what I was supposed to do with a list of who's on the network NOW as opposed to when the supposed infringement occurred.
[silence]
I also emailed the person at the provider who sent the dmca letter in the first place.
[silence]
Integra's answer is to put my own router in front of their router.
sigh....ok - can you put your router in bridge mode?
Nope - it doesn't support that.
Hmmmm.....I thought the GT701-wg supported bridging.
The manual says it does.
Of course, the manual downloaded from Eschelon has Qwest all over it.
I can't say for sure that Eschelon didn't further lobotomize the router in addition to what Qwest ripped out of it.
In any event, I'm not going to layer router upon router just because a provider can't sort their policies out.
So, I have replaced the dsl connection with Comcast service at one location so far, and I am going to replace the rest just as soon as Comcast gets the contracts to me.
Am I overreacting?
Nope.
Eschelon has set us up for large potential liability as there is no way I can effectively secure an ap with an unknown configuration that I cannot access.
I've also spent several hours on the phone bouncing from one person to another.
I also do get requests from customers to open a particular port, and I accommodate these where feasible. Having to make a call to a provider just to open a port just isn't how I'm going to operate.
We would have gone with Comcast initially, but their TOS at the time didn't allow for us to use it for free wifi access.
It does now, and Integra/Eschelon is fired fired fired!
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Review by wdsteve
UPDATED: 1.5 years ago
member for 1.5 years, 2 visits, last login: 1.5 years ago
Colorado Springs,El Paso,CO
$99 per month (36 month contract)
about 60 days
"None come to mind."
"Dishonesty in Sales, Pass-the-buck style tech support, Product doesn't work as advertised"
"Brought my business to it's knees... Sticking with Qwest.... If you run a business and need solid service pick another vendor"
| Pre Sales information:
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Two of our install dates came and went as there were problems with the line. On the third install attempt 5/1/2008 we were brought up with very limited service where some web sites would load fine yet others failed to load due to 100% packet loss. In fact, while the tech was present we were unable to get out to perform a speed test. Finally, our tech was able to pull up Integra's bandwidth diagnostic site and it was found that we were getting 1.7mb down. After the bandwidth test the tech gave the all clear and our service was, unfortunately, ported from Qwest. Later that day it became clear that the latency and packet loss was not a problem with one or two sites as I could easily reach these when going out on an alternative DSL connection. I made my first call into tech support to report this non-functioning DSL service on 5/1/2008. The first tech I spoke with assured me that there was a problem affecting Colorado Springs and that we'd be back up in the AM.
The next morning 5/2 we were left with the same problem as the night before. Yet another call into tech support and we were advised that they would check the line and contact me by the end of the business day with the results. To my surprise, no one ever called back. I made yet another call into Tech support and was told they couldn't find a ticket. I again explained the situation and they immediately assumed there was a problem with the line and gave me a link to a bandwith test site. I tried to explain that bandwith measures fine to certain sites but that others were simply unreachable. In a friendly voice I was told that they'd check the line.
Today 5/3 still the same issues. I've made several calls in for support most of which have been written off as problems with 3rd party providers and not issues on the Integra DSL service.
Here's what I see:
1 - Integra has mis-represented the product it is capable of providing. There's not even a chance of reaching 3mb speeds on this network yet Integra sells it anyways. When our install tech was present 5/1/2008 I mentioned we had signed up for a 3mb package. The tech noted that we were not getting remotely close to this bandwidth. Our install tech called in to the home office and was advised that 3mb wasn't even a remote possibility in our area, yet we were sold a more expensive 3mb DSL package. We've now been informed that the best Integra could do was 2mb in our area. The pre-sales confidence in the 3mb product convinced us to give Integra a try... yet the company techs claim they can't even come close to delivering it. Why was this not disclosed to us up front?
2 - Tech support, while friendly, doesn't have the right set of "cue" cards to read from to adequately trouble shoot this issue. Many calls to support have simply fallen on deaf ears and everyone in this company wants to blame a third party and get me off the line as quickly as possible without doing any real troubleshooting.
3 - The failed install attempts were just minor annoyances costing us time in scheduling and minor down time while we allowed your techs to troubleshoot your company's inability to provide services at our location... however, the 3 days spent on the Integra network with your improperly functioning service have brought my internet business to it's knees and has already cost my company thousands of dollars in lost revenue and hours of lost labor spent trying to persuade Integra to fix it's service.
This is not the Integra we were promised. As Integra is obviously not prepared to handle the communications needs of our company, to date we still haven't received a properly functioning product, and as my business cannot handle additional down time on this network; we were left with no choice but to terminate our services and are running back to Qwest who has proven capable of delivering a functioning product just as advertised.
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5/7/2008 Update 7 days into a DSL black out 7 days since installation 75-100% dropped packets - tracert's to the outside world simply die - still no resolution from Integra Telecom tech support- no response to my e-mail and phone requests for support.
Company has no satisfaction guarantee policy and will force you to allow them 30 days to resolve service issues before allowing you to cancel without being charged a termination penalty. Can your business survive without properly functioning DSL for 30 days?
Followup comments:  Unreasonable
join:2007-10-15
Portland, OR | etf Remember, they have a very reasonable etf.
When our accountant heard it was only $50, she wanted to know why we were still with them. | |
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