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Review by djprice 
UPDATED: 101 days ago
member for 7.7 years, 5 visits, last login: 18 days ago
 Atlanta,Dekalb,GA
 $49 per month
 about 1 days
 "Small ISP"
 "Poor Tech Support"
 "OK until there is a problem"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I have been with Atlantic Nexus since Speedfactory left us disconnected without notice - so it's been over a year. I have read a lot of reviews about their outstanding tech support so I felt the need to post my story, which is different.
Since I have had them, I have had 3 outages for more than a day that I had to call tech support for. All 3 were blamed on AT&T/Bellsouth. The best being down for about a day, the worst for 4 days (there have also been numerious sporatic short outages). My experience with their tech support is you call them, nobody answers so you must leave a message. It then takes hours for them to return the call. My last 4 day outage, they would get a repair time from AT&T when the problem would be resolved - they would not even talk to me until that time came and went, they would not check on a status - nothing. For the last outage, the repair time came and went 5 times - it was constantly pushed back. Yes, this was probably an AT&T problem but they would never check on the status and let me know, I would always have to call them. After 4 days, their tech support was still asking me "have your powered down your router?". Long outages like these in this day and age is unexcusable - it is poor planning, poor support and poor customer service. Then to add insult to injury, they credited my account six measly dollars to make up for my 4 days of lost revenue. The resolution, after 4 days of downtime, ended with AT&T doing a simple port reset.
It is somewhat painful to change ISP's but I would recommend a good look elsewhere to see if there is someone with better tech support.
Followup comments:  timbob
Premium
join:2005-10-06
Powder Springs, GA
1 edit | Tech Support At Atlantic Nexus, we pride ourselves on our high quality tech support. We must admit that there are times when circumstances are beyond our control such as when there is a local hardware failure on the telco equipment close to the end-user (cable cut, ONU failure, etc). We make our best effort to maintain open communication and report information from the phone company as it is made available to us. Our standard procedure is to report the estimated time of service restoral. If service is not restored at that time, we do recommend power cycling your modem and router as this will often resync the modem and allow the customer to log back into the service. If this does not resolve the issue at the estimated time of service restoral, we recommend customers call us back to notify us of the ongoing issue so we can get an updated status on the issue from the telco.
Our customer support is among the best in the industry. We often spend extended periods of time on individual customer issues in an attempt to resolve every issue. Our techs are rated on the number of issues they resolve, not the number of tickets they close. Based on this approach, if all technicians are assisting other customers, callers have the option of leaving a message rather than waiting on hold. We call every customer back in the order their message is received. Optionally, customers may contact us on our website or via email if their internet service is active.
We are happy to provide service credits for down time on a prorated basis. If the service charges are $30/month, the credit would come out to around $1.00 per day. We believe this to be a fair business practice that many other service providers do not honor.
Atlantic Nexus | |
| Ataru
join:2008-04-13
Smyrna, GA
 ·Atlantic Nexus
| Not really fair to blame them for BellSouth's failings Yes, I have also had some outages that were eventually due to the suck of BellSouth, but you should place the blame for those appropriately. The callback feature of tech support actually beats the living daylights out of sitting on hold for 30 minutes during peak times - I'm sure you could get a prompt response if they outsourced to a call center in India, but really, would you WANT that? I'm just not sure you're going to improve your situation by switching to someone else. | |
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Review by Crunchyfrogs
UPDATED: 1.3 years ago
member for 1.3 years, 2 visits, last login: 340 days ago
Alpharetta,Fulton,GA
$42 per month (6 month contract)
about 2 days
 BellSouth
"Speed as advertised, quick activation"
"Assumed/hidden 6 month contract"
"Good company, just make sure you ask about contracts BEFORE signing on"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
|
I was a long-time Speedfactory client that was there in April of 2008 when the company seemed to disappear. Since I had not heard anything from Speedfactory, I assumed they were dead in the water. I called a friend and asked them to pick an ISP from BroadbandReports.com. He told me Atlantic Nexus (Atnex) was available in my area and passed on the number.
After a phone call, the saleswoman took my CC info and had me up and running in 2 days. I already had a modem, so there was no cost there. Sadly, the saleswoman never mentioned the contract term of 6 months.
Fast forward 3 months and I decided to switch to Comcast. After calling Atnex to cancel, there was no mention of my contract terms. A few days later, I was slapped with a bill for $150.
Obviously, I was not happy.
After a few phone calls, I was informed that the charge was due to the $100 setup fee that Atnex had with Bellsouth (to lease their line) and a $50 equipment charge (even though I had my own equipment). I was also told that the terms of agreement were on their website (something I did not read since I did not have internet access at the time). Atnex agreed to knock the charge down to $75, but I am still not pleased.
As a user that had been with Speedfactory for 6+ years, I really didn't think about contract terms when I signed up. Since there was no mention of them, why would I think one would exist? I was told by Atnex that "You should have known that," and "There's nothing more we can do." I am forced to have to go through my credit card company to dispute the charge, which I am sure will not yield positive results.
It's not the amount of the charge, it's the principle behind it.
So, in my ratings, I still give them high marks for their actual service. I do not think I ever even rebooted the modem in 3 months and their speed was as advertised. I rated them low for pre-sales and valuse for money, since the cancellation fee ended up making my DSL cost $67 per month.
Service-wise, they provide a great bargain. However, be aware of their contracts.
Followup comments: | Forums » comments on review of Atlantic Nexus |
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