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Review by besposito 
Posted: 8.9 years ago
member for 8.9 years, 2 visits, last login: 8.3 years ago
 Sterling,Loudoun,VA
 $106 per month (12 month contract)
 about 90 days
 Verizon
CLEC party: Covad
 "None"
 "Services goes down almost daily - has been down for 5+ days several times during the year"
 "They have an unreliable network with circuits that Covad has told them are bad, but they fail to fix."
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I have IDSL 144 with Primus. I have had this for over a year. My circuit goes down almost daily. Every time I call tech support it is the same: Wait on hold, then told that I have to leave a message and they will return my call, I leave a message, about 50% of the time they return my call.
My problem is two fold:
(1) They have a network that seems to constantly be down for 15-30 minutes at a time.
(2) I have a bad circuit. My line has been down several times in which PrimusDSL failed to do anything intially, but to dispatch COvad....5 days later Covad sends out a tech, they spend 2 hours testing the line, they determine that the problem is with PrimusDSL and my ciruit...PrimusDSL rebuilds my circuit and I am up again. COvad has stated that they have informed Primus of the problem with my ciruit, but to my knowledge they have done nothing.
Why havent I left PrimusDSL? I can't. I have tried several times to switch, but it is impossible. I have been told that there are no more lines available to my house in my neighborhood. In order to switch service, I would first have to cancel my service and line with PrimusDSL, then apply for new service, wait 90+ days and hope no one else takes my line that I just gave up. No thanks.
As soon as I can find an alternative (2-way cable, 2-way satelite, another DSL provider) I am leaving PrimusDSL for good.
There service continues to go from bad to worse.
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Review by tarkulich
Posted: 9 years ago
member for 9 years, 74 visits, last login: 132 days ago
Lexington,Middlesex,MA
$55 per month (month by month)
Verizon
CLEC party: Covad
"Awesome tech support-even calls you back. Let the ISP beat up verizon. Been solid ever since."
"dont feel bad, Verizon doesn't communicate with their reseller partners either!"
"excellent tech support. Worth putting between you and Verizon! Be there when the installer comes."
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I've had ADSL 640/90 service for 3 months. I selected www.shore.net (now
Primus) to contract with for DSL service, they subcontract with Verizon as
the carrier. Install location, Lexington, MA
I've been using shore.net for a couple of years and have been extremely pleased
with their technical competence, accessibility to tech support, improving
service levesl, vilgilence at keeping the network up and reasonable pricing.
Shore.net actually CALLS ME ON THE TELEPHONE when I submit an electronic
problem report! Absolutely Amazing.
They are one of the only ISPs that was willing to work with me when I wanted
to have multiple systems in my home attached to a single-user account (For
tekkies: Network Address Translation via a router). No one else would talk about it - they wanted me to spend more $ for a multi-IP configuration.
So I had a lot of confidence int their ability to grasp the issue, take
ownership and deal with Verizon on my behalf.
A year prior, I had contracted for ISDN service via the then-Bell Atlantic.
Boy! That was a 3 month pain getting it to work, to say nothing of the
problems I had getting the router configured properly. Even once I had it
up, because it was a dialup connection, I didn't always get a connection.
So, having a bad taste in my mouth already, I decided to put shore.net in
the middle. I called shore.net, looked at their pricing plan and it was
similar to Verizon, but they tacked on a $200 install fee. I told them I'd
go for their service if they could knock off the $200 fee. They did. What
I also liked was for $55 total I was able to get 100 hours of dialup
service. My thinking was that with all the uncertainty around DSL uptime,
I'd need a backup. Though I've had very little downtime, it's been a handy
combination.
Shore.net sold me a modem (wirespeed) for a competitive price. After doing
some NAT router homework, I then called their tech support to ask about a
router running on a single IP connection. They said they have plenty of
users doing this and are pretty happy with it. Bought it.
They sent me a CD with NAT software, but I threw it away since I have a router.
Service was ordered via shore.net. Verizon wouldn't even give their partner
a concrete install date. One day Verizon showed up, unannounced, just as my
wife was leaving. Said they needed access to the house. She shooed them
away.
I let shore.net know, they beat up verizon. Finally the install day comes,
I thought the job was over when they had the outside network interface box
installed. Nope, they said the install service included one "home run".
Damn! I just wired from my computer setup to the outer wall, but not thru
the outside wall. Installer said they would have done it. I asked "at what
price?". "no additional charge". So they drilled thru the wall and
connected it.
Important Lesson learned (first time learned with ISDN): Be there when the installer comes. This is the ONLY chance you'll have to pummel them with questions. After that its support-on-hold-hell. You can probably even get them to do a few other things while you're there. (We onced asked a fella from another service to help us move a dresser from upstairs to downstairs! No kidding!)
The tech was quite suprised when she found a carrier signal on the line.
Said it never works that way. I was suprised too!
She left, within an hour I was cruisin the web. Linksys router was quite
easy to configure (compared to the Cisco 770 for ISDN).
I've had no down time, throughput's solid.
Only complaint is that no one at the ISP or Verizon understood the need for
splitters (voice & data) on the line. So I bought a splitter just in case.
Waste of money, since the tech installed one at the network interface. Nice
touch!
So, I had a good experience. Guess it was my horrible install experience
with ISDN that made the difference.
Moral of the story: if you can find a capable ISP willing to front end the
DSL service at a price comparable to Verizon, go for it.
Bill Tarkulich
Lexington, MA
bill@iabsi.com
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Review by 5503landis
Posted: 9 years ago
member for 9 years, 2 visits, last login: 9 years ago
Conshohocken,Montgomery,PA
Contract price not specified. (12 month contract)
about 55 days
NorthPoint
CLEC party: Verizon
"Speed is awesome"
"Could keep me abreast of the install process better"
"I love my DSL"
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Let me preface this by:
I am obviously not an employee of PrimusDSL.
You have to understand how many parties are involved in this process. In my case it was PrimusDSL, NorthPoint, & Verizon (formerly Bell Atlantic).
Here is my story - I ordered DSL and was told that it would take 30 - 45 days to install. PrimusDSL failed to let me know where I stood in the process until I asked for the information (approx. 45 days into the process). I got an email and phone call to set up my appointment. NorthPoint came in to do the inside wiring. The tech was extremely nice, and set me up. He said that there was a problem on PrimusDSL's end, and that it should be straightened out within a couple of hours. I call PrimusDSL tech support later that night. They needed my name, phone #, etc. from me, which is a flaw in there system. I should be able to give them my phone # and they should be able to pull up my name, and some partial information on the install. They referred me to the Provision Department. At this point I was ready to scream bloody murder, and post a review that PrimusDSL is like every other DSL provider - incompetant. This changed however when I was told that the problem was with NorthPoint, not PrimusDSL. I was still skeptical; thinking that the finger pointing was starting, and that I would not get my DSL in a timely fashion. This was incorrect because NorthPoint did call to state that the problems were on there end. PrimusDSL was not incompetant, they were truthful. My problems were solved and my DSL was up and running.
My review of the DSL service is this - I am happier then a pig in [mud]. I ordered 784 down, 392 up. I have the speeds that I am paying for, and then some!! I work as a Systems Analyst, and know something about networking. With this said, I can say that my DSL is faster then my T1 at work that I share with 50 people. I was also a cable modem user, and the DSL far exceeds the cable modem speeds that I got. I have VPN'd into my network, and even with the encryption that goes on, saw no performance issues. If you live in the Conshohocken area of PA, I would suggest PrimusDSL in a heartbeat.
One thing to emphasize - please understand how many parties are involved in this process, and how close you are to the CO (Central Office). I obviously couldn't guarantee anyone that they would receive the speeds that I get, but if the stars align like mine did, you will experience the Internet at speeds that are unbelievable.
PrimusDSL is working perfect for me, and if you have any questions, please email me at themayor@adelphia.net and I would be happy to offer advice/recommendations about PrimusDSL.
A Satisfied Customer,
Jim Z
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Review by crimdf
Posted: 9 years ago
member for 8.9 years, 1 visits, last login: 8.9 years ago
Beltsville,Prince Georges,MD
$50 per month (12 month contract)
Verizon
CLEC party: NorthPoint
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I live in Beltsville, MD. Here's my experience with PrimusDSL.
I heard about them on the radio early this year. I checked their web
page and decided to go for it. Like others, I was told 45 days. It took
almost 2 months. There were scheduling problems between them and Bell
Atlantic (now Verizon), but they finally got it together. Then they had
my IP mixed up. They gave me one, they had another built into their
system.
My signup deal was free install, $200 rebate, $50/mo for 416K d/l, 208K
u/l. I didn't see a bill for 6 months, then suddenly they hit me with an
extra $250 over the monthly cost! I called billing, they said to call
sales. I did and asked in turn about the rebate. No contact back. Now
I'm being threatened with disconnection if I don't pay the full amount
due. I sent a note with the first payment (which I paid a little more
than) saying I can't pay that amount all at once and would pay it a
little bit at a time (as demonstrated with the last 2 paymenst). They
still want to disconnect me.
Otherwise, the service itself is good. I seem to get about 48-50KB d/l
of the 52 maximum. Web pages load quickly and downloads are much faster
than my modem. I don't even blink at the prospect of d/l'ing Netscape's
new browser (12MB or so), or a several MB program. I recently "worked"
with a friend to d/l movies and I'd have as many as 15 d/ls going at
once, each one 5-8MB with the total time to completion of about 15
minutes! I've had reasonably good service, but the billing is terrible!
As I see it, they reneged on the deal (still no rebate, although I
wasn't charged for installation) and I'm about to tell them to pack it
in. I'm contacting another provider (probably Verizon) and I know I can
get at least 416K d/l speed - Verizon says "up to 640K" for $40/mo.
which is fine with me.
If you're willing to put up with their mickey mouse BS (billing
services, eh?), they are a fine company.
-Dave
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Review by billh
UPDATED: 9.1 years ago
member for 10.3 years, 2031 visits, last login: 165 days ago
Silver Spring,Montgomery,MD
$59 per month
CLEC party: Covad
"It was good for what it was..."
"You cannot get anyone on the telephone, by email, or have calls returned"
"forget upgrading speed, making any changes, or getting callbacks"
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Instead of a long story, I'll just say I left Primus and they certainly made that difficult as it could possibly be. I'm not sure residential DSL is part of their "corporate strategy" as it is not mentioned on their web site (hasn't been for a year and a half or so).
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Review by monkeynuts
Posted: 9.3 years ago
member for 9.3 years, 92 visits, last login: 7.6 years ago
Centreville,Fairfax,VA
$58 per month (12 month contract)
"service, service service, speed speed speed"
"pricing :)"
"Good deal, few headaches"
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My name is Chris Rohland, and I am a content Primus user. I ordered 384 down and 128 up for $58 a month. I received free install, free equipment, and 2 months free service. I have a one year contract, but for the price breaks I can't complain about that. I had issues with BA during the install. They had not sent out a tech the first time the Covad tech came out. The Covad tech was extrememly willing to work with me and even came out to my house at 9PM on a Sunday NIGHT to hook my line up. The tech was on site for about a half hour doing the wiring and troubleshooting the line. After that it's been smooth sailing. Not one glitch, not one hiccup, nada. The biggest pain was dealing with BA to get up off their butt to take care of their part. In fact, I dare say that I am so please with Primus, I am upgrading my service to 1.5 down and 384 up. This is the only complaint that I have. Their pricing. I have done some research, and there are competitors out there that offer better pricing. Since I have a one year contract, I will continue to fulfill my part. At the end of my contract, if they can't make a competitive bid for service, I will be switching to another isp. If you look around, you can find the same if not better service for about $40. Do your research and good luck.
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Review by (hidden by request)
Posted: 9.3 years ago
(review was emailed from domain go.com)
Bethesda,Montgomery,MD
 Business customer
$158 per month (12 month contract)
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I provide Intregation Services for Business Customers, and had been searching for an ISP to partner with. Primus was the ISP on a job I was doing in Bethesada MD. The only problem we had was with Bell missing the scheduled delivery date twice. Our Account Rep was very helpful and seemed to be genuinely concerned with our issues. The entire installation process to 2 months, we were quoted 45 days. I called Covad once, they were not very helpful. I was on the phone for 20 minutes before a live person came on the line, and she really didn't seem to know what she was doing. Since the service has been up problems have been minimal. We liked working with Wendy, she gave us honest answers and did not try to sugar-coat the problems. On the Technical side, I got answers, but the response was slow.
___________________________________________________
GO Network Mail
Get Your Free, Private E-mail at »mail.go.com
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Review by eddyc60
Posted: 9.3 years ago
member for 9.3 years, 4 visits, last login: 8.9 years ago
Palatine,Cook,IL
$70 per month (12 month contract)
"I'm looking, I'm looking,...... nope, nothing"
"Inept sales people, total lack of coordination, not even near promised throughput"
"Will do anything to get you to sign up, after that it's 0 performance...."
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Pleae stay FAR away from PrimusDSL. They are all style (and not even that) and absolutely no substance. I signed up with them for 1.5Mb/384Kb ADSL with 1 static IP address for $70.00/Month, being 7,798 feet away from the CO. My salesperson assured me that he could deliver w/o a problem. The first install went totally wrong. Covad came out and couldn't sync up. After that, I basically had to either beg or shout to even get an update. Everybody kept pointing fingers at everybody, but Ameritech turned out to be the slow party, delaying the install of an F2.
After a very quiet two months, a second install was attemted. It took several phonecalls and quite a bit of troubleshooting to get everything up and running. Turned out that they had changed the IP address they gave me was wrong, not even the right range. Download speeds topped out at about 320Kb/s for downloads from random websites and 485Kb/s for downloads from their ftp server. After a few calls I came to find out that I was provided with a account that would guarantee no more than 128Kb/s. I should consider myself lucky that I was getting more than that according to one PrimusDSL employee. The only thing that I keep hearing now is that they are more than willing to cancel my account. It seems to me that PrimusDSL takes a shotgun approach: Sign up as many people as possible, and some will stick. The ones that have a clue and complain will be told to cancel. These people have cost me close to four months of frustration and are a waste of my time. There should be some way to hold them accountable for what they say and ultimately do (or do not do, rather).
On a final positive note: There was one person in Tech support, Chyna Mills, who was helpfull, knowledgable and consice. It was a pleasure dealing with her.
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Review by pioneergames
Posted: 9.3 years ago
member for 9.3 years, 2 visits, last login: 9.3 years ago
Takoma Park,Montgomery,MD
Business customer
$158 per month (12 month contract)
"Knowledge of sales staff, Personal attention"
"Bell Atlantic's involvement with the process"
"Great connection for the money."
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I ordered the 384K circuit and the installation went in in around 32 days..... a far cry better than my sales rep said it would.... but it took the phone company FOUR VISITS!!!!!!!!!!! unbelievable.....
I have read some of the comments below, and all I can say is that if you get poor treatment from Primus, you either are dealing with the wrong person, or you are completely impatient. Chuck did a great job and was nothing but professional......
for what it is worth.....
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Review by bscott8614
Posted: 9.3 years ago
member for 9.2 years, 1775 visits, last login: a few hours ago
Germantown,Montgomery,MD
$70 per month (12 month contract)
"Connection is fast and reliable; virtually no down time"
"Presale info was spotty; billing problem took half-dozen phone calls to resolve"
"PrimusDSL's people are kinda slow, but their connection is quick and reliable"
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My experience with PrimusDSL has been far different than extremely negative experiences recent reviewers have related.
I signed up for 1.5/384 residential ADSL service. Presale information was meager; I had to ask for some information I would have thought would have been provided unsolicited (e.g. usage policy) and FUSF was never mentioned.
However, here's what I found impressive: I had made a previous attempt, late in 1999, to get ADSL service, through Speakeasy. But, after Bell Atlantic installed the new loop for that service, BA informed Speakeasy that the distance to my CO was longer than estimated, and that the line was thus unsuitable for ADSL. Speakeasy dropped me like a hot potato. A few months later, in mid-April, I got a call from a Primus sales rep (I had made initial inquiries of a number of ISPs) asking if I was still interested in DSL. I related my failed experience with BA/Speakeasy, but *Primus was willing to attempt my installation anyway*. They sent BA out to assure that the previously installed loop was tagged and logged properly. Two days later, a COVAD tech came out, did some inside wiring, installed the Speedstream 5260. He got all green lights on the bridge, and established the connection on his laptop. But, the next day when I first had a chance to hook up the Speedstream and configure my machine, I couldn't connect; couldn't ping my gateway. A couple of weekend calls to Primus yielded friendly and helpful techs, but no connection. Primus arranged for another COVAD tech to visit a couple days later. He stayed for nearly two hours, and after a three-way conference call to "rebuild" my connection, I was finally hooked up and running. The entire installation process, including inside wiring and the Speedstream, was provided by Primus free of charge, and the last two months of the 12-month contract are also free. Thus, while the installation process was a bit of a hassle, it cost me nothing and I now have ADSL service even though both BA and Speakeasy told me that such service would be impossible at my location.
The service has been hooked up for more than two months now. I've been getting nothing but green lights on the Speedstream, and consistent speeds of 1.35/330 with only one (observed) outtage lasting a couple of minutes. My only complaint concerns the high pings I get to the gateway (45-50ms). However, I have successfully done some online gaming (racing simulations), connecting to servers as far away as Sweden and Germany at pings of less than 150ms, with excellent gameplay. Mail and DNS seem OK. Usenet seems underpopulated.
I did have a billing problem which took too long, and too many phone calls, to resolve. This after I was billed starting with the first COVAD visit rather than from the time service was successfully established. But eventually my account was credited, and I got credit for some additional "bonus days" of service for my trouble.
All in all, I'm satisfied with the installation experience and, especially, with the service itself.
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