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Public Access Networks Panix page on DSLReports
Six Month Rating Unavailable
More reviews are required before ratings can be averaged

Reviews:
bullet 42 reviews (34 good) (3 bad)
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Review by apapp See Profile

  • Location: Astoria,Queens,NY
  • Cost: $85 per month
  • Telco party Verizon
  • CLEC party: Covad
Good "Was good until they (had to?) switch to Covad from Focal"
Bad "Bad point is Covad's line sharing scheme"
Overall "Covad sucks - panix is stuck with them"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I've had Panid ADSL 1500/384 for over a year and it was pretty good, with minimal outages, close to nominal speeds. Tech support is nonexistent from Friday night till Monday a.m. which is a pain if you have a lost password or something similar. Anyway, i was happy with Panix until they lost Focal and had to switch to Covad. It is a line sharing setup and my speed (d/l) often doesnot even reach 500! As Panix informed me, Covad won't even do a speed check if one complains. So I'm for their TeleSOHO package, $85, same as with the Focal setup but my speed is less than 50%.

Big no-no in my book.

So - onto the 4th DSL provider in 4 years: Fastpoint -> Speakeasy -> Panix -> Cloud9. Will the wandering ever end, pray tell?

member for 15 years, 40 visits, last login: 8.9 years ago
lodged 11.8 years ago

Comments:

Review by Kirin See Profile

  • Location: undisclosed location
  • Cost Contract price not specified.
Good "Excellent service, been around a while."
Bad "Been behind the ball more than once."
Overall "Could have been a national ISP..."
Services:
Value for money:

I have been a Panix customer for about 10 years now, but never progressed with them above the dial-up shell account that I got back in 1993. While they are good with the basic services, they always seem to have problems with "expanding" them. They were slow to expand their dial-up capabilities into the metro area in the mid 1990's, and that led me to find another provider when I finally decided to go PPP. Their choice of DSL provider did not have equipment in my CO so that precluded them from becoming my service for DSL. Their DSL rollout also was behind many other ISP's in the area, and if I recall was quite high priced, and now their choice of LEC has stopped providing. I am still satisfied with my shell account, and they are one of they few places that still provides one, and I can dial it up whenever my cable goes down, and now it has a local number, and even nationwide ones, they'll never be more than that to me, and they could have been.

member for 13.4 years, 1375 visits, last login: 2.3 years ago
lodged 11.9 years ago

Comments:

Review by umLterm See Profile

  • Location: Brooklyn,Kings,NY
  • Cost: $75 per month (24 month contract)
  • Telco party Verizon
  • CLEC party: Focal
Good "Great service.. at first"
Bad "After the first few days of good service past, nothing but crappy service"
Overall "panix sucks"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

i would avoid panix if i knew what service i would be getting. the first
few days were really good, low pings everywhere, 30's and such and
really fast download speeds, than they just stopped giving good service.
my ping doubled, than tripled than quadrupled. my ping is now 150,
sometimes itll go down to 30 for a day than itll go back up to 150..
really crappy service stay away if u know whats good for you

member for 12.6 years, 34 visits, last login: 12.4 years ago
lodged 12.5 years ago

Comments:

Review by (hidden by request)

  • Location: Brooklyn,Kings,NY
  • Cost: $50 per month (12 month contract)
  • Telco party Verizon
  • CLEC party: Focal
Good "Not much unless you like getting angry"
Bad "Customer service = buzzing gnats, status info = zippo, bad vendor relationships"
Overall "Tiny company whimpers & whines, then hangs up phone"
Pre Sales information:
Install Co-ordination:
Tech Support:

I found Panix through DSLreports and assumed that a smaller company would
be more service-oriented and I like supporting *choice* in the free
market. Also - all the customer reviews were great so I figured that
I couldn't go wrong. My experience was horrendous, and I shall give you
the step-by-step details of how it went.

I read their online subscription process and prequalified via their online
form. $50/768/128kbs was my selected plan. After two days, I received a
reply asking for my confirmation of the order which I immediately did via
email per their request. After a short period of days (3-4), they
scheduled a Verizon rep to do the install on location - two weeks after the
initial order. So far, everything seemed acceptable - other than the
minimal regret that they really didn't like to handle my one call to their
customer support phone line.

Day 1 (INSTALL): I waited (as directed per email/FAQ) all day at home
waiting for the Verizon rep to show up. Given previous issues with Verizon
(phone, not DSL), I called around 12pm to see if I could get any details on
the service installation. A customer service rep at Panix said that he
really didn't have any information on Verizon, but that he could have a
better picture if I called back at 3pm. I called back at 3pm and a 2nd
cust svc rep was irritated that I called on the day of installation, and he
said that often (33% of the time or more) the Verizon installations had
problems and that he would contact Focal and get back to me just before the
day's end with information. Since I didn't hear anything from Panix, I
called them just before their closing time (5:45pm) and wanted to hear if
there was any news. The 2nd cust svc rep was again irritated that I had
called and said that they had "installation reports" from Focal the
following day at approx 2pm.

So - let me explain the chain of interaction here. Panix uses Focal line
services (I believe) which uses Verizon lines and installation
service. Panix has no direct contact with Verizon, or so explained the
customer representative. Fine - I've actually worked in telecom for a
while and understand the bureaucracy and way information/business flows
(slowly), so I'm still at the point of giving them the benefit of the doubt
despite the somewhat obviously annoyed customer service.

Day 2: I called up as requested by their cust svc rep and get cust svc rep
3 who has no idea what's going on. He reviews whatever information he
supposedly has on my installation and punts. As far as he knows, my line
has been installed. After some pleading, he suggests I call back in 20
mins and maybe he can determine what's going on. Upon recalling, he says
he has no idea why my line wasn't installed, he has no problem report from
Focal, and that he has no idea when a potential re-install can be scheduled
with Verizon.

Day 3: I let this day pass - giving them some time to hopefully get info
back from Focal or Verizon or whoever.

Day 4: Another call. This time extremely irritated cust svc rep, mainly
because he can't answer any of my questions and that I'm starting to
progressively get more pointed in the precision of my requests. However,
since I know that this person *probably* has little to do with
Focal/Verizon issues and the mgmt of my install, I give up seriously
frustrated. The cust svc rep suggests I call back next week (Mon/Tue) for
an update.

At this point, I have confirmed that they know Verizon has not installed my
DSL capabilities, that they have no idea why, and that they do not know
if/when Verizon will return to my location to reattempt the install.

Day 9: 5 days including a weekend has passed, it's now Tuesday and I
haven't gotten even one step closer to determining what's going on. I've
also tried to contact Verizon (won't handle 3rd party q's) and Focal with
no luck.

So I call Panix for an update, intent on getting some concrete information
on any steps I can do. This time I intently explain the position of a
*customer* in this situation - I don't care about the chain of
relationships, I don't care about the bureaucracy, I want to know what's
going on. I figure I have at least the right to know a status since I'm
entirely in limbo. [Also, I figure I might need a different DSL company at
this point and want to start the order process.]

The cust svc rep basically says:
1. Panix is at the mercy of Focal
2. Focal is at the mercy of Verizon
3. Panix has *NO* teeth in their contract with Focal and can essentially do
nothing to influence anything in the relationship.
4. He has no idea when/if my install will occur.
5. I *CANNOT* back out of the contract until he has more information.
6. Panix is a company of 25 people and can't devote much resources to
resolving this problem.

I'm livid. As a customer, the above is unacceptable. I still know nothing
more than I did before, other than that they now know my service is not
installed and Focal has it on their radar as a problem. AND the customer
service has been consistently rude.

Day 10: I call Panix for the last time. This time a cust svc rep says that
the service can't be installed. Apparently my location does not have the
proper full copper lines for my unit (it's using a digital splitter?) and
"do I want to cancel my contract?" He notes that I will have to cancel the
contract via email once I have been contacted.

I'm contacted via email:
"In other words, there are no free DSL-quality
phone lines running from your neighborhood phone-network Central Office to
your building. Periodically, Verizon augments capacity here and there, but
their schedule is very slow and we can't really recommend waiting."

I CANCEL. THANK GOD I'M OUT. I've wasted 2 weeks beyond the initial 2
weeks of waiting for scheduling of the installation.

Day 15: I called Verizon.net *GRUDGINGLY*. I wondered if I could even *get*
DSL at my location. And if their DSL service is anything like their phone
service (8 days of being at home to get a phone line installed), I'd be
doomed. They line tested my home line and said they would install the
service in five days, after sending me a home installation package. The
package arrived in 2 days, and they arrived in five days and I have DSL
service. And *amazingly* the customer service was good (phone cust svc was
HORRENDOUS!).

I called Verizon about why I had problems with 3rd party provider. They
said that most likely Panix or Focal did not want to pay for the cost of
switching the phone line to another copper line in the neighborhood
(basically switching my line for someone else's). This seemed like a
subtle 'dig' at Focal/Panix, but I'm not surprised if the cost of switching
was significant.

SUMMARY:
1. Panix has poor information when problems arise.
2. Panix is tiny and has no pull in vendor relationships.
3. Panix customer service was consistently RUDE and annoyed I called.
4. Panix customer service *NEVER* followed up when they said they'd call me.
5. Panix prefers email interaction.

I've tried 4 DSL providers over the course of the last 5 years (Pacbell,
BTopenworld, Panix, Verizon) and Panix was the worst service of all -
perhaps the worst customer service of any organization I've ever called.

I know that Verizon and the other baby bells are trying to stifle the 3rd

party DSL vendors, and I've ever sent a few letters of protest to my
congressional representatives about it. However, it doesn't give any
excuse to Panix to provide horrible customer service, have poor information
on installations, AND to poorly track customer calls. While I'm all for
supporting competition in the marketplace, it expects that service and/or
product will be good if not better than the existing options.



(review was emailed from domain orpheusdesign.com)
lodged 12.5 years ago

Comments:

Review by (hidden by request)

  • Location: Brooklyn,Kings,NY
  • Cost: $50 per month (12 month contract)
  • Telco party Verizon
  • CLEC party: Focal
Good "Connection speed / Static IP / Tech support (reachability & knowledge)"
Bad "PPPoE initial setup quirks"
Overall "I *DEFINITELY* recommend it (if you can deal with PPPoE)"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I had Starband for the past year as a necessity; having finally hit the year-mark and fulfilling my contract I once again surveyed the broadband landscape and lo and behold there was PANIX!

I was a little unnerved at first having gone through the agony of overseeing 4-5 DSL orders for my job a year and a half ago- there was many a fight to push them through; compared to my installation it was NIGHT and DAY!

I found Panix through DSLreports (where else!?!?!) and immediately did the readup of their online info/service (not too much fine print- that helps!), next came the online qualification and finally I filled out their online order form: I went for the $50/768/128kbs deal with the 12month prepay, giving me one month free (hey make it as sweet a deal for them, to hopefully make it as easy on ME as possible!).

Results: Order placed on 3/24, Verizon dispatched to me 2 weeks later, gave me a new outside box for my DSL pair, saving my existing phone line!!; received a Focal call a day or so later and scheduled a 4/16 install, 8am-12pm. Focal showed up on 4/16 at 11am and I was online about 11:45am- 768/128, clean as a whistle; I could barely hold back the tears!

4/17: Cancelled Starband!! I had a few issues with my job's VPN software and had to do a little research and testing but came up with a working solution by bridging the Westell Wirespeed modem(with the help of Panix' tech support) and using Windows Xp's builtin PPPoE client (you gotta love Micro$oft, sometimes!!)



Current line speed: 768/128

(review was emailed from domain access.net)
lodged 12.6 years ago

Comments:

Review by amaranth3 See Profile

  • Location: Brooklyn,Kings,NY
  • Cost: $75 per month (12 month contract)
  • Install: about 20 days
  • Telco party Verizon
  • CLEC party: Focal
Good "overall, a very pleasant experience"
Bad "tech support people can sound a little tired"
Overall "excellent!"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I had pretty much decided to go with Panix, based on their excellent up/down speeds. It's $75 a month for PPPoE. I was only held back by the cost of the modem/installation. But then they changed their offer, so that the modem and installation are free! Maybe no one was biting, or they worked out some other deal with Focal...in any case it worked out well for me.

The whole process was just like Panix outlined on their web page. I filled out the online form, received a confirmation email, and the wheels were in motion. The Verizon tech came out a couple weeks later, and used an old (now defunct) second phone line for the DSL. He did mention that his job would have been a lot harder if that second line hadn't been in place. Anyhow he signed off on the line, and then a couple days later Focal called to set up the final appointment. Due to scheduling constraints on my side, I had to make this for several days hence. In the interim Panix sent me another email, asking that I call in to set up my account. This process was quick and easy. Then, the Focal tech came over, hooked up the Westell WireSpeed modem, and all was well!

I've been online for a week now, and the whole experience (so far at least) has been excellent.

Test running..........
** Speed 1127(down)/436(up) kbps **
(At least 22 times faster than a 56k modem)
Logged result.
Finish.

member for 12.7 years, 94 visits, last login: 11.6 years ago
lodged 12.7 years ago

Comments:

Review by AlNiven

  • Location: New York,New York,NY
  • Business customer Business customer
  • Cost: $650 per month (12 month contract)
  • Telco party Verizon
  • CLEC party: Focal
Good "kudos"
Overall "highly recommended"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

i had i2000 previously both at home and at business

1
panix dsl install was predicted to be 6 weeks, done in both places in 3
2
sdsl in office is very snappy both directions
3
tech support is phenomenal
3a
setup of both natted and pubic ip addresses in office
3b
setup of vpn between office and home

highly recommended

Al Niven




(review was emailed from domain Fone123.com)
lodged 12.7 years ago

Comments:






Review by shloma See Profile

  • Location: Brooklyn,Kings,NY
  • Cost: $75 per month (12 month contract)
  • Install: about 33 days
  • Telco party Verizon
  • CLEC party: Focal
Good "Connection speed and Static IP"
Bad "Contract and PPPoE"
Overall "I recommend it"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I had Verizon for almost 2 years. This experience was not so bad. I had 498(down)/79(up) kbps, dynamic IP and I paid $39.95 per month.

I decided to switch to Panix because they offered me free installation over dedicated line which I had before when NorthPoint was in business, free Westell 36R517 ADSL modem, 3 free months of service only because I had previews DSL, speed 1500/512, Static IP over PPPoE and to pay $75.00 per month.

I ordered it at the end of the December 2001. Waited 2 weeks to get an appointment with Verizon. When Verizon tech came, he installed my dedicated line on the previous loop that I used two years ago with NorthPoint. Few days later Focal tech came with ADSL modem. He tried to test it but the ready light on the modem was blinking. Next day Focal opened trouble ticket with Verizon. Couple days after I found out that Verizon started saying that it was Focal mistake that they gave them incorrect address and Verizon canceled my order, but of course it was nonsense. A few more days Focal opened new order. In 3 days I got new appointment with Verizon. Two hours before Verizon tech came on the appointed day my ready light on the modem was stable green. Anyway Verizon tech switched other free pair of a wire and installed it on the same loop again. At first the problem was at a Central Office. CO didn't connect me on their site, only with the second appointment they did it right.

Few hours later Panix/Focal tested my line and I was able to log in.

Current line speed:
Test running..........
** Speed 1200(down)/429(up) kbps **
(At least 24 times faster than a 56k modem)
Logging result
Finish.

member for 12.8 years, 2220 visits, last login: 7.5 years ago
lodged 12.8 years ago

Comments:

Review by (hidden by request)

  • Location: New York,New York,NY
  • Business customer Business customer
  • Cost: $200 per month (12 month contract)
  • Telco party Verizon
  • CLEC party: Focal
Good "Pretty simple, free install!"
Bad "Nothing so far"
Overall "So far so good"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:

I shouldn't jinx myself but we ordered DSL from Panix on 12/28/01 and we were live on 1/24/02 and everything works fine.

Panix sets up the router for you and co-ordinates everything. They have been good about answering my questions. I think they are used to dealing with pretty knowledgeable people and I don't think they would put me in that camp...they can be a bit brisk on the phone when you dont know what you are talking about.

All in all a good experience. Dsl reports rates speed at ~90% of what we are paying for.

(review was emailed from domain ctchost.com)
lodged 12.9 years ago

Comments:

Review by mariospa See Profile

  • Location: Dobbs Ferry,Westchester,NY
  • Cost: $60 per month (12 month contract)
  • Install: about 2 days
  • Telco party NorthPoint
  • CLEC party: NorthPoint
Good "Great initial service"
Bad "When Northpoint collapsed they delayed me getting DSL service"
Overall "After Northpoint collapse, lousy"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I had a good run with INYC for the past 8 months. However, I got a call last week telling me that since PSN net was gone (INYC went throught them) my dsl service was coming to an end. INYC cannot now provide service to my area (Westchester). So I had to find a new ISP in a hurry, since INYC could not provide service for more than 7-10 days. I found Panix and they switched me over within two days at a cost of $100 paid to Northpoint. INYC was very cooperative in the switch. Since then, I have been getting faster speed and good ping.

Can't recommend more highly.

UPDATE:

Following Northpoint's collapse Panix was simply awful. I waited for months while they assured me that installation was only weeks away. I would still be waiting if I hadn't switched to Verizon. Panix's assurances caused me months without DSL. The service was good while it was provided by Northpoint, but Panix let me down big time.

member for 13.9 years, 167 visits, last login: 106 days ago
updated 13.1 years ago

Comments: