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MSN page on DSLReports
Six Month Rating

Reviews:
bullet 286 reviews (99 good) (139 bad)
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Review by qworster See Profile

  • Location: Tucson,Pima,AZ
  • Cost: $48 per month
  • Telco party Qwest
Good "Finally!!! after 2 months of nightmares it's working ok!"
Bad "They've TRIPLE BILLED me the past two months!"
Overall "A class action suit looks better all the time!"
Pre Sales information:
Install Co-ordination:
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My Other Reviews

·Comcast
·Verizon FiOS
Update: December 30, 2001

Finally, after two months and over 25 calls to MSN tech support, MSN DSL seems to be working okay. I'm not getting quite the speed I got with Qwest, but it's close (540 down, 212 up on average on a 640/256 DSL circuit) and reasonably reliable.

Yesterday I got my Qwest phone bill....today I opened it....
The monthly charge to MSN there is:$143.70 or exactly THREE TIMES the proper charge of $47.90. Last month I was away and my roommate paid the bill...I went and looked at that one..SAME THING!! I just assumed that she had made a bunch of LD calls.....

THESE BASTARDS HAVE BILLED ME $287.40 FOR TWO MONTHS OF DSL SERVICE!!!!

To make things worse, Qwest has overcharged me 100 bucks on the Cisco modem. They never gave me the credit for a second modem I returned to them MONTHS AGO (I have their RMA number to prove it..and they acknolowlege that it got sent back...they just REFUSE to credit it...apparently shipping and billing "don't talk").
Is anyone planning a class action suit? I've heard this bantered around... If so, I'm THERE!!!!
---------------------------------------------------------------------------------- --------------------------------------

I migrated from Qwest DSL to MSN DSL two weeks ago..

No , let me rephrase that...

I was one of the suckers who bought MSN and Qwest's bullsiht that nothing would change concerning my (former) Qwest DSL circuit. Everything has changed!
Before I migrated, I called MSN and was assured by them that the only difference I would see is that they (MSN) don't support VPN just yet. Otherwise, my connection (640/256) would be identical and might even be a bit faster then with Qwest (average 560k).

Let me put this as succinctly as I can: THEY LIE!!!

First of all, their Usenet is filtered to death. Qwest didn't filter a single one, MSN filters out over half of them! Plus along with the obvious (porno) ones are the not so obvious such as alt.microsoftsucks.

Of course, they do have their own usenet that has virtually nothing useful on it.

At five past midnight on Thanksgiving, my DSL quit. I went to bed. Ten hours later it still wasn't working so I called MSN support, where I was informed that they were having a system wide outage. "OK" I thought. Equipment fails. I can wait.
Near as I can tell, DSL came back about 6 PM, 18 hours later. Problem was, it had very poor speed. In fact, a dial up connection was faster. I called MSN support again and they told me: "Give it a day to come back up to full speed". Fair enough.
I waited another day. No difference. Called them back and got the same spiel. I asked for escalation. They refused. I asked for a ticket number. They refused. They said it was probably Qwest and gave me a number for them. I called it and a recording said they were closed until Monday. In desperation, I called my old Qwest DSL support number and told the person there my tale of woe. He said he believed I was being given the run around by MSN, and gave me the inside Qwest wire line number. I called it and got a real nice guy on the phone. After telling me that I had reached an inside number and he shouldn't even be talking to me he agreed to check out my line. He said it was working fine but that he could see very slow throughput from MSN. I hung up and went to bed.
Now it's Sunday night....almost four days after the DSL failed. My speed is now up to about 210k (1/3 of what I pay for). I called the MSN number again and they tried to go through the same BS they always do (flush your cache, etc.) I'm a radio and network engineer. I know what I'm doing. Don't patronize me, MSN.
Finally...they admitted that the number I had been given was usually for dial up and gave me a broadband number. I called it up and here's what I found:

First of all, unlike Qwest (who guarantee you 80% of the speed you pay for), MSN only guarantees 56k(!!!!) speed on DSL lines!!!! I was stunned when the guy told me that My 200k throughput (1/3 0f what I'm paying for) met their minimum bandwidth for a 640k line!! (now rememember what I was told by them in the first place). So, I asked him: "Why then do you offer (cheaper) 256k service then. It would seem to me that I should at least get service on my 640k line that's faster then 256k!" His reply: "I don't know".

Finally, I managed to get them to escalate my problem (that he claims is no problem). I'll keep you updated as to what happens, though I'm now most certainly going to change over to cable (yes, I know that I can get another ISP, but I really feel like hitting Qwest in their pocketbook for getting me into this nightmare!)..

The bottom line: AVOID MSN DSL LIKE THE PLAGUE!!!

member for 12.9 years, 3559 visits, last login: 35 days ago
updated 2.9 years ago

Comments:

Review by andynyc14 See Profile

  • Location: Astoria,Queens,NY
  • Cost: $39 per month (12 month contract)
  • Install: about 46 days
Good "."
Bad "."
Overall "."
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.

member for 13.8 years, 179 visits, last login: 3.6 years ago
updated 3.6 years ago

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Review by shadowshark See Profile

  • Location: Lake Orion,Oakland,MI
  • Cost Contract price not specified.
Value for money:



no longer have this service Comcast has been my provider for years now

member for 12.6 years, 2872 visits, last login: 144 days ago
updated 5.5 years ago

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Review by danawhitaker See Profile

  • Location: Urbandale,Polk,IA
  • Cost: $38 per month
  • Install: about 14 days
  • Telco party Qwest
Good "Connection was stable."
Bad "DSL train speed tanked like a rock in 2007 and techs offered no solution."
Overall "It depends on your situation. A year ago, I wouldn't have switched for the world."
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I originally ordered the 256/256 plan in late August of 2001 for $39 per month with no contract. My connection was up and running on September 11, 2001. I ordered the service through the website, and received the modem from MSN very quickly (Arescom 800 modem). I now have the 640/256 package, which costs $49 per month (I made this chance in August of 2002). The upgrade was delivered as per the quoted delivery date.

The only problems I have had are fairly small, and often not the problem of MSN. One was a major outage that lasted 12 hours on Thanksgiving Day of 2001. The other problem was that my connection was completely unstable (on again, off again) for about a week in early April. This turned out to be a problem with the line on my end, and was easily resolved after I contacted Qwest and had them come fix it. Since then, my connection and speed have been absolutely stable, and my IP address has not changed since April 3rd.

I would definitely recommend this service to other people living in/near the Des Moines area who are able to get it.

UPDATE: I cancelled my service with Qwest as of February 11th, 2008. Late spring and early summer of 2007, I began having numerous disconnections and speed problems with my connection after my phone line was cut for the 5th or 6th time. Long story short, Qwest came out, put a new NID on the house, and told me that there were too many errors on my line and the only option for me to was to drop the 1.5/896 speed tier down to 640/256 or 256/256. This was not an option for me, as I do a signficant amount of downloading and uploading. Since one of my chief complaints WAS in regards to speeds being too slow, that seemed illogical to suggest anyway. I kept my 1.5 service against the advice of the tech dispatched to my house and the tech he called. It rarely trained higher than 512kbit, although the upstream continued to train at around 800kbit. I called several times over the next few months but was given no other solution than to drop speeds. The connection was at least stable, meaning I wasn't disconnected multiple times per day, but incredibly slow. Mediacom finally made an offer that I could no longer refuse.

member for 12.6 years, 3966 visits, last login: a few hours ago
updated 6.6 years ago

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Review by otterwhf See Profile

  • Location: Cheyenne,Laramie,WY
  • Cost: $47 per month (24 month contract)
  • Telco party Qwest
Good "Faster (?) than dial up"
Bad "MSN tech support is NOT. Have been on phone for over 4 hours trying to get my FASTER premium service...not I am down to 81 Kbit"
Overall "Bleah"
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I used MSN regular, which is better than dial-up. I then opted for MSN Premium which has never worked properly. The current speed rate is 81 Kbit/sec with a ping time of 998ms! Weekends are even worse, if that is possible. I have been speaking with a "tech" for over 4 hours with no improvement or satisfaction. I gave up and have been trying to "fix" it myself. It is MSN that is the culprit.

member for 6.9 years, 1 visits, last login: 6.9 years ago
lodged 6.9 years ago

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Review by marc420 See Profile

  • Location: Denver,Denver,CO
  • Cost: $50 per month
  • Install: about 45 days
  • Telco party Qwest
Good "simple, if you want ISP for dummies"
Bad "too many to list. Bad service, no support, limited use"
Overall "I'm here looking for a new ISP"
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Well, lets start with Qwest. This is a joint op, with Qwest providing the DSL connection, and MSN serving (sorta) as the ISP.

I discovered with Qwest service that the date they tell you something will happen is actually just the date someone opens your folder and starts coming up with excuses as to why they can't do anything. When I moved last year, it took me over a month to get my DSL and my phone connected in my new house.

I chose MSN as it was the cheapest option Qwest offered. You get the DSL from Qwest, then get to chose an ISP. And Qwest and MSN have this special package deal. Buyer be ware, you probably don't want this.

When I was setting up, instead of a DSL modem, Qwest sent me this sorry Actiontec modem/router combo. This meant I had extra problems in figuring out how to connect this to my existing home network/wireless system. Just a modem would have been much simpler.

This is when I discovered that you can't contact Qwest. I was looking for help in how to set this up. All Qwest gives you is a phone number no one answers. I sat on hold for an hour a couple of times, and all I got was their recordings saying how important my call was to them. Finally, some gracious support person at the company that made my wireless router had pity on me and gave me the tip I needed to get it working. Qwest was useless. BTW, I have to pay them $3 a month rent on this piece of equipment I didn't want.

Now to MSN. First off, as someone who's used to a regular ISP, MSN annoys me. You can't set up a POP3 email account. You have to use their hotmail webbased system. You basically have to use their provided software for everything. You don't have the flexibility you get from a real ISP.

There is no one you can contact for support or customer service. The links for help all lead back to the web page that gives that same Qwest phone number that no one ever answers. No email support. No online chat support. Nothing. Basically the support for this service called MSN Premium says "go away and leave us alone".

Right now one problem I have is that I'm paying for the highest speed DSL connection. But my Actiontec box says I'm constantly connected at 640/280 kb. I'd love to ask someone at Qwest/MSN what I'm paying for versus a check of what I'm getting. But the only option I get is to call that same phone number that no one answers. I'm not really ready to sit on the phone for hours on hold, then talk to some %@% who will just likely give me a corporate run-around.

My final verdict on QWest\MSN .... well I'm out here looking for a better ISP. I want to ditch these people.

member for 9.2 years, 0 visits, last login: 9.2 years ago
lodged 9.2 years ago

Comments:

Review by SequimPC See Profile

  • Location: Sequim,Clallam,WA
  • Cost: $87 per month (month by month)
  • Install: about 10 days
  • Telco party Qwest
  • CLEC party: Qwest
Good "They speak english now."
Bad "Double billing"
Overall "I would rather pay $80.00 a month for FTTH."
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Wow, where to begin.

I hooked up through MSN at first, 256/256. After a few months, they offered me the 1.5/896 package for less money a month and I took it. Next, MSN & Qwest decided to mess the billing up and change the way they billed me. This is where the nightmare begins, I was billed for 2 month of MSN on one bill, at a higher rate than I was being charged before (I had 2 months of 1.5/896 at the correct price prior). Now I call and cancel MSN and choose Qwest.net.... 4 months later and at least 2 calls a month to clear it up, I am still being double billed (one Qwest DSL and one MSN Plus) at a higher rate than I was supposed to be charged. The service was fine, but the billing made me want to rip hair out.

Anyone else have similar problems, or am I just lucky?

I have called qwest and cancelled my service and am getting hooked up with fiber this month.

member for 10.7 years, 936 visits, last login: 1.5 years ago
updated 9.9 years ago

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Review by Nymostwanted See Profile

  • Location: New York,New York,NY
  • Cost: $49 per month
  • Install: about 999 days
  • Telco party Verizon
  • CLEC party: Verizon
Good "MSN SOFTWARE"
Bad "Never got to use it,,,"
Overall "Never got to use it...."
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I had MSN dial up service and it was time for an upgrade! I called and ordered their DSL package (768/128). I told them that I had 2 different phone lines in my home... and gave them the number that I wanted DSL in... I got the modem a week later and when the line got provisioned I find that the telco made a mistake and placed DSL in the wrong line... I give MSN a call and then they file a ticket.... 2 weeks later still no DSL.... Solution! I sent the modem back.... cancelled MSN dial up and singed up with AOL dial up....

member for 10.3 years, 1550 visits, last login: 110 days ago
lodged 10.1 years ago

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Review by SocialistPig See Profile

  • Location: Centralia,Lewis,WA
  • Cost: $49 per month (12 month contract)
  • Install: about 30 days
  • Telco party Qwest
  • CLEC party: Qwest
Good "Not a one!"
Bad "MSN is terrible."
Overall "They don't care about their customers!"
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I am no longer with MSN. Terrible ISP.

member for 13.2 years, 5449 visits, last login: a few hours ago
updated 10.3 years ago

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Review by disorder See Profile

  • Location: Alexandria,Fairfax,VA
  • Cost: $50 per month (12 month contract)
  • Install: about 7 days
  • Telco party Verizon
  • CLEC party: Covad
Good "I guess the butterfly does make it better (AOL)."
Bad "Too expensive! (Atleast was until it merged with Verizon Online)."
Overall "It's good to switch from AOL if you are still a internet newbie."
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member for 11.5 years, 721 visits, last login: 1 year ago
lodged 10.5 years ago

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