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Review by djprice See Profile

  • Location: Atlanta, Dekalb, GA, USA
  • Cost: $49 per month
  • Install: about 1 days
None
Where do I begin
Keep Clear - horrible experience
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

If I could give Atlantic Nexus/Net2Atlanta/Abraxis (all the same ISP now) 0 stars, I would but it only allows for 1 star. I have been with them for years but I am now an ex-customer. I will NEVER give this company any business of mine ever again nor any company I consult for.

I have rated this company in the past as only "fair" until there is a problem, then they simply blame it on AT&T and do nothing. Well, it happened yet again. I started experiencing outages in late June, I was down more then up all of July and it continued into August - that is a 6 week outage. Guess what, they simply blamed this problem on AT&T yet again and did nothing to restore my service.

I have given my business to non-AT&T ISP's so I do not have to call AT&T assuming that an ISP would have a better relationship to get issues resolved sooner, apparently this is incorrect. I repeatedly asked Atlantic Nexus for this 6 WEEK outage to be called into AT&T and given a high priority due to the extent of the outage. First, they told me to call them myself (which I cannot because I am not their customer), then they asked "How much do you pay me each month?". I replied "$49 dollars". They then told me: "I don't have time to sit on hold with AT&T for a customer who pays me only $49 dollars a month, I have customers who pay me $3000.00 a month, I will sit on hold for them but not you". Enough said - this explains a lot about my extended outages over the years. I was off them the very next day and will never do business with this group ever again.

This apparently is their new support philosophy, they will not stand behind their own customers to get the problem resolved. It does not matter where the cause is, they cannot/will not do what it takes to service their customers. It is unheard of today to have a 6 week outage with no backup and then treat your customers in such a sarcastic and obnoxious manner - completely unacceptable if you want to retain customers.

member for 22.1 years, 12 visits, last login: 13.1 years ago
updated 13.6 years ago

timbob6
Premium Member
join:2005-10-06
Powder Springs, GA

1 edit

timbob6

Premium Member

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

Ataru

Member

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.

Review by Crunchyfrogs See Profile

  • Location: Alpharetta, Fulton, GA, USA
  • Cost: $42 per month (6 month contract)
  • Install: about 2 days
  • Telco party 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:

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.

member for 15.7 years, 2 visits, last login: 15.2 years ago
updated 15.7 years ago


slick111
@popsite.net

slick111

Anon

All DSL carriers have contracts

So you never accessed their website and never read that they had a contract? Speedfactory had a 1 year contract, most all DSL providers have contracts and you are complaining about a contract that is 1/2 as long as what many are? Its kind of like breaking a law you didn't know about and then complaining when you get caught. If the service is great and as promised you got what you paid for and they deserve a great review.
Crunchyfrogs
join:2008-07-18
Alpharetta, GA

Crunchyfrogs

Member

Re: All DSL carriers have contracts

Thanks for the response.


Since I did not have internet access at the time, the answer is no, I did not. I was with Speedfactory for 6+ years. To be honest, I do not even remember if they had a contract or not. I will take your word for it and agree that they did.


However, this does not negate the fact that Atlantic Nexus never mentioned it during my call to place an order. Also, they never asked me to review their website, nor send me the contract details in writing. To then go and charge a customer without their official consent is rather back-handed. It's great that you know all DSL providers have contracts. I only considered that in after-thought, but somehow you seem to think that I should have known that also. I am sure Atlantic Nexus would give you a job in their billing department with that logic


I gave their DSL service a great review as I never had a problem with up-time or speed. I will stick by the rest of the review though as is.