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Review by MtDewvp 
Posted: 3.8 years ago
member for 3.8 years, 0 visits, last login: 3.8 years ago
 Zanesville,Muskingum,OH
 $110 per month (12 month contract)
 about 10 days
 "Reliable at some locations"
 "Impossible to get action from support when having connection problems"
 "Charged for early termination even though service was not working."
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Our initial experience with Transedge was a good one. We installed their business service in 3 locations. At 2 of the locations, we didn't require quite as much speed as the 3rd site. At the slower locations, we didn't have any service problems for the year that they utilized Transedge.
At our main office, however, we began having our connection dropped on a regular basis. The disconnection time would last between 2 to 15 minutes usually. I would call tech support and ask them to check into the problem. They would run some tests and say nothing was wrong with the system. Of course not, we would be back up and running by the time I could get through to tech support.
This problem would happen 3 to 5 times a day, almost every day. We tried to deal with the problem for over a month, getting no help from Transedge. I would ask them to check into the problem more thoroughly, but all I would receive was the same old response. It was beginning to become a real problem with our email communications and our employees that would work remotely.
I finally cancelled our service (with 30 days notice) and found a different provider. Two months after the cancellation was in afffect, our local telephone company shows up at our office 3 days in a row saying that Transedge has sent them to check our inside and outside lines. The phone company finds the problem outside eventually, and fixes it. We tried to explain to the phone company that we no longer needed the troubleshooting or the repairs because we had changed service providers. They responded with "We're just doing what we're told."
We received an early termination statement from Transedge 1 month after the repairs were made to the line (3 months after the actual termination). It was a bill for $425 stating that we didn't fullfil our contract and owed them the money. I went through their proper steps for filing a review request and was rejected and eventually sent to collections for refusal to pay.
I tried to explain to the company that it was their failure to provide a working service until 3 months after cancellation that caused me to cancel. I also tried to explain that our company could not continue to work efficiently with their refusal to fix a problem that was their responsibility. I felt that it was Transedge that terminated the contract due to charging for a non-working service. Their only response from the review was "The service was working when you cancelled."
Our accounts payable department will pay the fee finally this month (in protest), but our CFO is very unhappy. I will never do business with Transedge in the future. I would not recommend them to any other company that would like good service and reliability from their internet provider.
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Review by (hidden by request)
Posted: 4 years ago
(review was emailed from domain cyclotomic.com)
Vancouver,Clark,WA
$105 per month (12 month contract)
 Qwest
CLEC party: Covad
"Our sales rep. was really nice."
"Being charged for things we were told we weren't liable for."
"I'm giving them an opportunity to do the right thing."
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My company began our DSL contract back in June 2003. The sales rep. we worked with was very nice, he even took us out to lunch. Because of the type of our business, we signed up to be part of a Referral Program. My records show that we referred TransEdge/NEN over 32 new accounts.
In April of 2005, we began thinking about moving our office. I talked to an account rep. and was told that because our account was over a year old, that it had turned into a month-to-month account and that only a 30 day notification was required for termination.
Well guess what. Even though multiple NEN Representatives told me that we would not have to pay a termination fee, we are being billed for it. We are also being billed for a router, even though we sent it back and have proof from FedEx that it was delivered and signed for.
So this is my offer: TransEdge-do the right thing and stand by your word.
I will post again as soon as there is a resolution either way.
Let's hope TransEdge/NEN makes the choice to help its customers instead of stabbing them in the back.
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Review by caool
UPDATED: 4.2 years ago
member for 7.1 years, 3 visits, last login: 4.2 years ago
Oakdale,Stanislaus,CA
$189 per month (12 month contract)
SBC
CLEC party: New Edge Networks
"reliable"
"Customer service slipping badly"
"Long hold times, slow response from support staff, lack of urgency"
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We have been with TransEdge since 2001, and have been happy with the reliability of their service and their customer support -- until recently. This week,we needed to change where our MX records were pointed, as our DNS is hosted by TransEdge. I have called them multiple times over a two-day period, and it still has not been completed. This is something that should take THIRTY SECONDS, if that. Every time I call, I get a song and dance answer of "someone is going to be working on that" or "that's next on their list." My entire office is without email service at the moment, because all of the computers were reconfigured for our new mail servers, thinking that this would have been resolved 24 hours ago. I also sent an e-mail to Transedge's support asking when this would be completed, and it has not yet been answered as of the next day.
For a $189/mo. price tag, TransEdge's sense of urgency leaves a lot to be desired. It's unfortunate to see this company slipping like this. The last "tech" I spoke to promised this will be taken care of today. If it's not, we'll be taking our broadband service elsewhere.
UPDATE: The tech lied. It was not taken care of, as of the end of the day 9/9/05. I had no other choice but to move the DNS records for our 3 domains off of TransEdge's servers -- which took me a whopping 5 minutes (other than waiting for the changes to propagate through the internet). I'm going broadband shopping.
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Review by pberinstein
Posted: 4.9 years ago
member for 4.9 years, 0 visits, last login: 4.9 years ago
Westlake Village,Ventura,CA
$139 per month (12 month contract)
Verizon
"Fairly reliable, but expensive"
"Charged us an unreasonable fee ($480!) to cancel our service after more than a year with them"
"Good experience was ruined by unreasonable huge cancellation fee and absurd terms"
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We were very happy with our service until we cancelled, and now we're very unhappy. Our contract was for a year. We cancelled after about 14 months. Before we cancelled, we checked with customer service, and were told by two different representatives that there was no cancellation penalty, so we went ahead. Then the company told us that if you don't cancel within your anniversary month, there is a $480 penalty! We attempted to appeal this but were turned down. We think it is unreasonable to expect people to cancel only during a certain month. These terms are stacked in favor of the company and against the consumer. In addition, it would have been nice if the customer service representatives had not misled us, although I'm not sure we could have done anything to save the ridiculously large fee even if they had. We are very unhappy about having to pay $500 and receiving absolutely no value for it. This is not the way to win and keep customers.
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Review by NewportTech
Posted: 5.1 years ago
member for 5.1 years, 0 visits, last login: 5.1 years ago
Newport Beach,Orange,CA
 Business customer
$350 per month
about 45 days
"NONE"
"New Edge/Transedge did not communicate progress of installs (6 offices) + worst customer service I have ever experienced"
"STAY AWAY!!!!!!!!!!!"
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I will never use New Edge / Transedge again, and I am encouraging my peers to do the same. I had them put SDSL in 6 offices and they completely fouled up and it cost my company alot of money.
1. They did not communicate install dates as they agreed they would, installers just showed up without warning.
2. 2 DSL Modem/Routers never arrived.
3. Sent offices to billing before install was finished.
4. Promised a 30 day turn around and 2 offices ended up taking near 60 days.
5. I was supposed to have a dedicated project manager (which I paid for) but never had.
6. Phone calls were almost NEVER answered or returned.
7. Failed to keep promises made during our initial meetings, in regards to installation requirements. Told me after that they cannot do what they promised and I would just have to pay somebody else to do it.
8. SDSL service was unreliable.
9. Customer Service department was rude and unhelpful.
The list can go on and on, I urge anybody who is looking for an ISP not to use New Edge/Transedge. I will be happy to reply to any questions posted regarding my horrorific experience with this company.
I have been dealing with ISPs for years, and none have been perfect, but New Edge/Transedge took it to a whole other level and compounded there mistakes with terrible decision making and poor customer service. I will continue to inform people and make posts on as many bulletins boards as possible to encourage potential customers to stay away from them.
Regards,
Matt
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Review by (hidden by request)
Posted: 5.2 years ago
(review was emailed from domain theabilitycenter.org)
Las Cruces,Dona Ana,NM
$169 per month (12 month contract)
Qwest
"DSL Service has been flawless"
"Great for basic DSL, Not good for"
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Simply put - just go with the basic DSL - nothing else. The features, understanding and coordination of the Email & Web hosting features were severley lacking.
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Review by (hidden by request)
Posted: 5.6 years ago
(review was emailed from domain todoroffarchitects.com)
Port Huron,Saint Clair,MI
$89 per month (12 month contract)
"always online and FAST!"
"You threatened to cut my service if I didn's switch to your parent company. Then you raised the price by 50%. You slimed me!"
"I think you are to expensive compared to the cable competition."
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Ms. K Crawford was very helpful in getting me my refund when you overbilled me for the 13th month.
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Review by shawinc
Posted: 5.8 years ago
member for 5.9 years, 13 visits, last login: 5.2 years ago
East Wenatchee,Douglas,WA
$612 per month (12 month contract)
about 45 days
"They were nice in the beginning"
"Ip Support was complately rude, stay away from a guy named alex."
"They will act like your friend to get your money. When you have a disagreement your screwed."
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I'd choose someone cheaper and local... These guys have no clue.
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Review by (hidden by request)
Posted: 6.1 years ago
(review was emailed from domain bresnan.net)
Grand Junction,Mesa,CO
Business customer
$118 per month (12 month contract)
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We have been very happy with the service which has been provided to us
by New Edge Network. It has met our company's needs for the year we
have been with their company. Also, I have spoken with Tracey Knouse
and she was very courteous and helpful. Just wanted to let you know.
Mari Richardson
Truckstuff
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Review by chopperp1
Posted: 6.5 years ago
member for 8.7 years, 162 visits, last login: 350 days ago
Garfield,Bergen,NJ
Business customer
$534 per month (24 month contract)
Verizon
CLEC party: New Edge Networks
"marketing"
"never installed"
"never again"
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We've been working on the project for big (national) company in southern NJ. Part of it was a T1 circuit. We ordered it from New Edge Networks, or if you want to call it TransEdge. We were promised it will be installed within 3-4 weeks - yeah right!!! Order was placed at the beginning of April and today May 15-th it's not installed yet. We made few phone calls, asked for order status, no one even got back to us. Our deadline for this project was May 10, and we failed. We just lost one of our biggest client because of this b..sh..t!!! If you don't want to put your business at risk, never deal with NEW EDGE NETWORKS, or TRANSEDGE
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