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Review by adaam5 
Posted: 8.9 years ago
member for 8.9 years, 9 visits, last login: 8.9 years ago
 Redwood City,San Mateo,CA
 $110 per month (12 month contract)
 about 60 days
 SBC
CLEC party: NorthPoint
 "reasonably reliable partner (Northpoint)"
 "terrible customer service - here is an e-mail trail"
 "Don't sign up"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Here i an e-mail trail of a 10-day outage with Flashcom (in reverse order. Go to the bottom to read it in order). There was *NO* response from Flashcom support during this entire time. DO NOT ORDER THIS SERVICE.
-adam- (p.s. I xxx'ed out my email address to .... Oh, I don't know...)
To: dslsupport@flashcom.com,president@flashcom.com
Subject: re: Flashcom (FURIOUS CUSTOMER MAIL: service ticket # 1-CO5DK)
After two more phone calls since friday, 6/30, I was able to get the problem resolved. The explanation of the problem as described by flashcom's tech support is provided below. I am extremely disappointed by flashcom's tech support service and the fact that they allowed this problem to persist for 10 days without a resolution and did not respond to a single e-mail I sent.
xxxx xxxxxxxxx
-
From: Damian Torres
To: xxxx@xxxxxxx.xxx
Subject: Flashcom
Date: Mon, 3 Jul 2000 23:58:46 -0700
X-Mailer: Internet Mail Service (5.5.2650.21)
Adam,
Basically what happened is as follows:
Northpoint has an ATM network that connects to our network via switch. The
problem with the circuit was at the switch. Data is transferred from our
network to Northpoint's network via a PVC (private virtual circuit), The
PVC that was assigned by Northpoint was not allowing data to go through the
network. In other words, the configuration of the network was not correct.
Upon Northpoint reconfiguring your circuit, there still was no data traffic.
At this point, the Northpoint tech manually searched the entire switch
manually. This involved sifting through approximately 12000 different
profiles in that switch, which took the better part of an hour. Once the
Northpoint tech was unable to find your assigned PVC in the switch, we were
both left at an impasse. However, the only solution was to assign a new PVC
to your circuit. Normally this process could take about 24 hours and is not
handled by the tech support department. I was able to have Northpoint assign
a new PVC on the spot. Once we changed the network configuration on our
side, we were able to send traffic through Northpoint's network thus brining
your line back up.
Damian Torres
SOC Northpoint Rep
Damiant@flashcom.com
-
From: XXXXXXXXXXX [mailto:xxxxx@xxxxxxxxx.com]
Sent: Friday, June 30, 2000 11:06 AM
To: 'dslsupport@flashcom.com'
Cc: 'president@flashcom.com'
Subject: FURIOUS CUSTOMER MAIL: service ticket # 1-CO5DK
I have beeen a customer of flashcom for 18 months. The DSL product has been
fine, but flashcom service (specifically billing and technical support) has
been marginal at best. In the last week your technical support service has
been terrible. I am now completely furious with flashcom and I am actively
seeking another ISP to that will provide better service. Here is some of the
history of my interaction with flashcom tech support:
Fri 6/23: DSL line went down sometime mid afternoon
Sat 6/24: Called flashcom service and opened a flashcom ticket, went through
'standard procedures' with tech. He says he must open a ticket with
Northpoint to do 'line testing'.
Tues 6/27: After getting no update from tech support for 2 days, I send
e-mail. They do not respond.
Weds 6/28: I send another mail. No response
Thurs 6/29: I send another e-mail. No response.
Thurs 6/29: (10pm) I call tech support. After 30 minutes on hold I get cut
off.
Thurs 6/29: (10:30pm) I call tech support. After 30 minutes on hold I get a
tech. after going through the 'standard procedures' again, He says he must
call Northpoint and would call me back in 20 minutes. No response after 1
hour.
Fri 6/30: (12am) I call tech support. After 30 minutes on hold I get a
tech. He has no info on who the last tech I spoke to or what he had done. He
says there is no update on the ticket since it was entered Sat 6/24 and the
line testing still hasn't been done. He suggests calling back friday 6/30
since "the Northpoint rep is not available"
I INSIST THAT YOU RESOLVE THIS PROBLEM IMMEDIATLY TODAY. IF I FIND ANOTHER
ISP BEFORE YOUR PROBLEM IS RESOLVED, I WILL DROP YOUR SERVICE AT THAT TIME.
These technical support problems are in addition to billing problems where
flashcom has been billing me $110/month for service, after the billing
department assured me that my rate would drop to $69/month after my 1 year
contract expired in december, 1999.
Please respond by e-mail to this address or telephone to (xxx) xxx-xxxx.
-Adam-
-
From: XXXXXXXXXXX [mailto:xxxxx@xxxxxxxxx.com]
Sent: Thursday, June 29, 2000 9:49 AM
To: dslsupport@flashcom.com
Subject: Status of service ticket # 1-CO5DK(open since 6/23/00) 3nd
request
This is my third request for status. If I do not get an answer today I will
consider getting a new DSL service provider.
-Adam-
-
From: XXXXXXXXXXX [mailto:xxxxx@xxxxxxxxx.com]
Sent: Wednesday, June 28, 2000 11:06 AM
To: dslsupport@flashcom.com
Subject: Status of service ticket # 1-CO5DK(open since 6/23/00) 2nd
request
This is my second posting of this request. Please respond ASAP.
-Adam-
-
From: XXXXXXXXXXX [mailto:xxxxx@xxxxxxxxx.com]
Sent: Tuesday, June 27, 2000 10:46 AM
To: dslsupport@flashcom.com
Subject: Status of service ticket # 1-CO5DK(open since 6/23/00)
Hi, my DSL line has been down since last friday. Please give me status on
the problem and an estimate on when it will be fixed.
-Adam-
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Review by crawford891
UPDATED: 8.9 years ago
member for 8.9 years, 3 visits, last login: 4.5 years ago
Los Angeles,Los Angeles,CA
$49 per month (12 month contract)
Verizon (ex GTE)
"Good connection speed. Reliability isn't too much of an issue"
"Customer Service SUCKS A$$"
"DON'T USE THEM IF YOU CAN!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
|
OK, So it's been a year, and my contract is up......Well, I am in for a surprise! First off, I never once heard from Crapcom once I had my service. Now that I have completed my 1 year obligation to HELL, they want to charge me for cancelation, claiming I am in a 2 year contract. I called customer service, and you CAN'T EVEN LEAVE A MESSAGE! I recommend anyone that has had problems with Crapcom contact consumer affairs (»www.consumeraffairs.com) and the BBB(»www.bbb.org).
To continue with history...
The tally:
Number of hours on hold: ~6
Number of phone calls: 16
Number of promised returned phone calls: 2
Emails: they never answer them so what's the point....4 (they put the prez's email on the site...LOL)
Number of pints beers I had to throw down to keep from going postal: This has made me go sober!
Email contact is less than helpful since this is what you get back:
-----------------
Dear Sir/Madam
In response to your e-mail regarding your cancellation, the terms and conditions can be reviewed at
; under section Pricing. Be advised that cancellation charges may apply. Since you have agreed to a 2 year contract with Flashcom, early termination charges will apply for the remainder of your contract.
Thank you for choosing Flashcom as your DSL service provider.
Flashcom Customer Support
-------------
Where should the nightmare begin?
I ordered service back in November of 99, because after contacting GTE at the time, their ISP was unable to support any more users. So I looked for ISP's in the area and went with Flashcom from GTE's website.
When I first signed up with Flashcom, everything was uneventful, until I
didn't receive any more phone calls. I came home one day to find a message
on my machine from GTE saying they were unable to install my line since no
one was home.
Funny, I didn't receive an email or phonecall from Flashcom about
installation. To make matters worse, I am a software consultant and work in
Colorado and live in LA, so either me or my roommate could only do an
installation on Thursdays or Fridays. They said this wouldn't be a problem,
and in 6 (more) weeks, someone would come out and do the installation.
6 weeks later.... nothing.
I called Flashcom, and they told me that no one was home for the
installation that last Tuesday. At that point I was livid and asked to talk
to another manager. Every time I get off of the phone with customer support
I feel like I need a Valium!
He setup a date (today, March 2nd) and someone was able to wait for the GTE
installation this time.
I called Flashcom today to start up my service, and the phone support wait
time was short. Once I did get on the phone they have told me that the
router needs to be configured and I should be ready to go tomorrow night.
We shall see. This guy from Flashcom blames GTE. But should I have to
contact Flashcom 10 times to find out when the installation is going to
occur? Also, when I tell someone I am going to call them back, especially a
customer, I will.
The tally:
Number of hours on hold: ~5
Number of phone calls: 10
Number of promised returned phone calls: 2
Emails: they never answer them so what's the point....2
Number of pints beers I had to throw down to keep from going postal: 12.
My question is this... I signed up for 1 year service agreement at $49
month.... does that agreement start from November? I don't plan in staying
in my place past then, and sure as hell don't want to bring this dog with
me... They'll probably screw me there too. I was told by the "manager"
that they would accommodate me since my installation has been no less than
hellish, but we shall see.
I have regretted dealing with them ever since. IF YOU ARE GOING TO ORDER
SERVICE IN LA....DO NOT USE FLASHCOM!!! I have heard a lot of people are
happy with GTE's service. I guess it is better to go from the source, and I
am sure they are handling new customers now.
Yes, this is a new technology and there are growing pains. But, Flashcom
has been a royal pain in the ass and I will not only tell my friends not to
use them, but all of my coworkers too (7000 of 'em)!
-rick
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Review by nycsleep
Posted: 8.9 years ago
member for 8.9 years, 2 visits, last login: 8.9 years ago
Brooklyn,Kings,NY
$129 per month (12 month contract)
about 35 days
Verizon
CLEC party: Covad
"Nothing!!!!!!!!!"
"TECH Support Sucks! Network Sucks! Sales lies! Not 24-7 Service!"
"THEY SUCK!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Flashcom is a completely AWFUL!!!! When i called and ordered I specifically stated that I would like to run multiple home servers. The sales rep told me then i must get a Buisness quality SDSL. So i did. I am an admin and when ANYONE in a technology world say that they are going to be running MULTIPLE servers they clearly understand the implication and need of MULTIPLE IP ADDRESSES . However when I cam to say that i would like to request a second IP they said NO! NO NO NO NO NO!!!!!!! This is ridiculus. I offered to upgrade my service to 1.1/1.1 in order to get what i needed and they said NO. Who the hell would need symetric bandwidth if they did not intend to run servers. YOU CAN NOT run servers with one ip address. They gave me the LAME solution of port mapping. This is not a solution at all. This implies that i can only have one service per server. This is absurd. Flashcom is absurd and there service is a scam. I was very specific on the phone and I ordered a SYMETRIC Buisness class line and got scammed. I told my sales person what i want and she sold me a lemon. So i called them......HOLD PLEASE..........When i told them what happened i got pushed around and around and around. I would email and get responses two-three weeks later and only if i followed up. They are not a service provider they are a nightmare provider. Which is why i suggest NOBODY GET FLASHCOM! Learn from my errors and get a real ISP and not a INPPASP(Internet Nightmare Provider Posing As Service Provider). Flashcom is LAME LAME LAME. Oh yeah if anyone from flashcom reads this and wants to reply...don't. Please don't argue with me. What has been done is done. When you go to your new age management seminars and they hold sessions on owning your actions....pay attention. OWN YOUR MISTAKES. Don't argue with me because i won't argue back. I have already complained to the BBB and will continue to SHUN your service FROM ANYONE. I was cursed out by your sales people already when i told them that they lied to me, i don't need more of a headache. Go on with your horrible life and i will go on with my lame dsl life. You can be damn sure that i will not renew my contract. Just so you know.......I ordered 20 1.1/1.1 SDSLs ( and growing ) for company. We got it for sales people and for other reasons. When i made my reccomendation as to who to be our vendor YOU WERE NOT IT! So next time you go and anger your customers by lying, ignoring, and treating us poorly.....just remember that you could be losing money because after all with no customers you have NO BUSINESS.
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 Review by ustewjt
Posted: 8.9 years ago
member for 8.9 years, 263 visits, last login: 1.8 years ago
Miamisburg,Montgomery,OH
$49 per month (12 month contract)
about 75 days
Ameritech
CLEC party: Covad
"Cheap 144 service compared to others offering same for 89.99"
"Ameritech delays - Little communications of status during install"
"Little interaction with ISP - mostly with Covad"
| Pre Sales information:
Connection reliability:
Value for money:
|
My house is about 30,000 feet from the CO. My dialup service was never faster than 28,800 probably due to the distance and other factors. When DSL was offered in my area, I was happy to sign up even if the speed was only 144. I shopped around for the best deal for the lowest price and decided on Flashcom in August 2000.
Overall order took over 2 months from start to finish. I would place the blame on Ameritech for continually missing their promised delivery dates. I never received any status updates from Flashcom and consequently had to contact Covad directly for explanation on the delay(s).
The Covad tech was very nice and even showed me how to configure the FlowPoint 144. Although it may violate the Flashcom agreement, I have a NAT running to allow our two computers access on the single static IP provided. I also configured the firewall in the device to prevent unwanted traffic from reaching our PCs. But I did open the HTTP and FTP ports so I could run an HTTP and FTP server on one of the machines.
So far (30 days) I have not had any disruption of service and things seem to be going smoothly. - That is until I read about all the problems with Flashcom. Now my only fear is that if/when Flashcom closes up shop, there may not be any providers who offer the 144 service at the price ($49) which I am currently paying.
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Review by axlaxl
Posted: 8.9 years ago
member for 8.9 years, 10 visits, last login: 5.5 years ago
Brooklyn,Kings,NY
$50 per month (24 month contract)
about 180 days
CLEC party: NorthPoint
"Absolutely None"
"Absolutely Everything"
"They are the scum that scum scrape off their shoes."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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Never in my life have I dealt with a more incompetent company. Six months to get the line installed and in the six months after installation it has never worked correctly for more than a week at a time. If you like waiting on hold for hours and hours listening to their stupid message repeat itself every 45 seconds then fell free. They are out of business and hopefully all the executives will be arrested and jailed for fraud or tax evasion. I hope the Board of Directors all contract herpes. Signing up for flashcom is the equivalent of shoving needles into your eyes. On second though, needles in you eyes would probably be preferable to dealing with this pathetic excuse for an ISP.
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Review by jackflash1959
Posted: 9 years ago
member for 9 years, 2 visits, last login: 8.7 years ago
Herndon,Fairfax,VA
$39 per month (12 month contract)
Verizon
"good price! Web site told me I was close enough to the central office to connect"
"Hey!! REALITY CHECK ... got a packet of information ... waited ... waited ... called - no help ... emailed-reply is attached!"
"I'm not a happy camper ..."
| Pre Sales information:
Install Co-ordination:
|
I investigated many DSL options as well as cable modem options. Learned all the crap about the central office. I used 2wire.com and other web sites to confirm that my home was within the distance required from the central office to obtain service. Upfront sales was actually pretty good. The guy was knowlegeable and explained the options (pricing and networking). I gave him my choices and he told me the best they could guarantee was 144k ... which was the first chink in the armor. I agreed anyway. He said to expect a service call in 4 to 6 weeks. I got an excellent package in the mail detailing the steps that needed to be taken in order to implement DSL.
I waited and waited ... yep, and I waited some more. I think I was pretty patient considering I waited 8 weeks before calling ... when I called I got a recorded message that there were too many people waiting and I should try again later ... yep, did I mention I am patient? I called again later and got the same message ...
I went to the website and waded through a ton of webpages to finally find a small item on the left side named ... "order status by email".
I emailed them and gave them pertinent information, like account number and name and address ...
They are fairly efficient at email ... here is there response:
Dear Xxxxx Yyyyyyy
Thank you for your inquiry regarding your DSL service. Please accept our
sincere apologies for any inconvenience you've experienced with
Flashcom.
We have been informed by your local phone company that they do not
currently have facilities available from the central office that
services you. They are working to upgrade the facilities, however, the
time delay for the resolution of this issue may be significant. As a
result your order has been cancelled.
Flashcom Customer Support
I guess I'm back at square 1 or maybe it is square MINUS ONE ... my only option seems to be cable modem ...
lessons learned ... 1) don't be patient, it just doesn't pay
question for flashcom ... why wait for a customer to ask for their order status ... why not email them right away, any time the order changes?
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Review by (hidden by request)
Posted: 9 years ago
(review was emailed from domain saatchiny.com)
Ridgewood,Queens,NY
$39 per month (12 month contract)
CLEC party: Covad
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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Flashcom,
Since that I can not get through to anyone on the phone, I am sending this email to notify you that I want my "so-called service" cancelled immediately.
I have been trying to get online with your "service" for about 3 months. I have actually been "online" for a total of 4 days out of the 3 months. Your records will indicate that several calls have been made (by my wife, Jennifer and myself) to the Customer Care line. The people at Customer Care informed me that I have a signal problem and that I should continue "checking in" on my status until my "status" decides to change! This has been going on for over 4 weeks at this stage, I feel this is unacceptable! At this point, I do not want Flashcom as my provider because I do not have any more faith in your ability to provide me with at the very least "decent" DSL service. I am happier and more content using my 28.8k modem (while my speedy Flashcom modem sits in idle-mode) because it is dependable! It may be slow, but it's a reliable service that I can count on. This is what a good company should provide solidly.
I wish you luck. I trust that I will hear from someone to arrange pick up of your modem.
Sincerely,
Ricardo Santiago
Home: XXX-XXX-XXXX
Work: XXX-XXX-XXXX
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Review by jongate
Posted: 9 years ago
member for 9 years, 2 visits, last login: 9 years ago
Seattle,King,WA
$88 per month (12 month contract)
CLEC party: Covad
"HELP! - Caught in Flashcom Hell"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:
|
At first Flashcom was okay.
Then, in July they charged my VISA for five months ($440) automatically without
cause. It took 10 phone calls, conversations with 14 different Flashcom
staff, 4 faxes to the CEO, all my records, 3 conversations with the president's team leader and 6 weeks, just to get my money back. Absoltuely amazing. Nobody knew what
was happening. Starting with the CEO's office. That was only for starters.
I quit Flashcom in August and switched to another ISP, which has been great. But at the end of November, Flashcom charged another $400+ against my VISA card. I had not
used their service in 3 months. I again contacted the CEO's office and
another president's team staff called to say it was a mistake and they would
credit my VISA next month, everything was taken care of.
Then on December 4, I received another billing from Flashcom, claiming
another hit against my VISA for almost $200. And I've seen no credit yet.
I've sent more faxes to the CEO's office, called and left messages, but
still get these automated billings hitting my VISA card with multiple
charges that I have to pay for, or get chartged interest.
It is unbelievable the nightmare and mess that exists within Flashcom's
administration, and it starts right at the CEO's desk and spills outward.
For all of these problems, I had to provide the documentation to show them
what was happening. As of Dec-7, it still stands uncorrected, even after I
sent a 60 page fax with 72 font size print so they might get the picture!
Avoid Flashcom. You will be money ahead. No DSL is better than Flashcom DS-HELL.
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Review by edgework
UPDATED: 9 years ago
member for 9 years, 26 visits, last login: 8.6 years ago
Brooklyn,Kings,NY
$89 per month (12 month contract)
Verizon
CLEC party: Covad
"Nice start out of the gate"
"Zero staying power
-------------------P`27------3113461126213
Content-Disposition: form-data; name="bottom"
Abysmal performance"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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My initial experience with Flashcom seemed favorable. Good customer support; installation well within projected time frame; inital performance quite good. Routine
speeds--900k - 1.2 mg. (Package-- up to 1.5 mgb/sec
Two weeks ago my speed dropped to an average of 500k - 700k, then
dropped further to 250k - 450k. Often as slow as 150k. Has not gone
above 400 k in over a week.
Spent 8 days calling tech support with huge wait times for each call. Each time someone had an entirely new theory regarding my speed loss. One or two actually seemed to know what they were talking about, most were clearly out of their depth, and inarticulate about it as well. Two determined that it was COVAD's problem, and opened trouble tickets with them. Both were immediately closed by COVAD and bounced back to
Flashcom.
Toady I was told there's nothing that can be done. That's just the way
it is. (Seriously, that's a quote.) No curiosity regarding my suddenly constricted pipe. No deisre to work with me to get my speed back... any of it back! No concept of customer service. "COVAD tested the line, and said it's working."
Okay, but I'm slow. I used to be fast. What happened? "Nothing happened,
everything's working." But I'm paying out the nose for service I'm not
getting. "You're not guaranteed that speed, sir, it says 'up to 1.5.' "
So that's It? I suck wind? "Well... yes." It's the age of Clinton--it all depends on how you interpret "...up to..."
I thought I'd stumbled upon a particularly incompetent fool, but since she could not or would not find anyone else who wanted to talk to me, I suspect that she exemplifies corporate policy to perfection.
Oh yeah, she also assured me that early cancellation charges apply.
I'm stumped, and want to do something about this. If this warns anyone
else away from these stooges, then some good has resulted. If anyone
reading this has any suggestions on what I might do next, I'd be
grateful.
Crawford Hart
edgework@flashcom.net
12-5-00
UPDATE: The same night that I posted the preceeding review, I received an e-mail from a network engineer at Flashcom. He said he browses the dslReports reviews and thought he might be able to help me. I still have my reservations about the quality of tech support that I initially received, but I have to acknowldge this gentleman, and a technician that he put on my case. It took a while, but they never blew me off, and they kept me posted as to their progress, and eventually traced my speed problem to two different routers. As of a few days ago, my speed has returned to normal and if what they say is true, many others are back to normal as well here in the New York area. I have to say that I'm quite satisfied with the results. As of now, I'm cautiously optimistic.
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Review by (hidden by request)
Posted: 9 years ago
(review was emailed from domain everydayoffice.com)
Brooklyn,Kings,NY
$39 per month (12 month contract)
Verizon
CLEC party: Rhythms
"Static ip address"
"everything else"
"the worst"
| Pre Sales information:
Install Co-ordination:
Tech Support:
Value for money:
|
I ordered my DSL from them since April or May of 2000. I still don't have
the connection. They Customer Services are also the worst. They are
brainless and I wonder how can such a big company have such low standard of
employment(hiring). I told more than 5 days off for the tech installation
(Verizon people even worst than flashcomm, don't even consider them at all and Rhythms also as bad as Flashcom and Verizon). I became my own dsl project manger, I call to Rhythms every day
The only thing that keep me trying with them is the static ip address for
$39.95. Now, I can't even get through to them customer service, their lines
constantly busy... all the time.... What a joke............@#$% Flashcomm.
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Flashcom
