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Review by technicalmuz See Profile

  • Location: Felton, Santa Cruz, CA, USA
  • Cost: $69 per month (12 month contract)
  • Telco party SBC
  • CLEC party: SBC
Connection was up quickly
New "Sticky IP" service sucks.
Good for basic, stay away from sticky.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I was a former very happy SBC customer down in Modesto CA. I had static IPs and it worked great. Then I moved to take a new job, and had hoped to just move my service. (impossible) So I elected for new IPs and I'd deal with DNS later. Since I've gotten back online I am unable to use my full sticky ip range. I've had nothing but trouble. Where I am at now is I can use the DSL but not my other 5 IPs. This could be due to the use of the HomePortal instead of the OfficePortal, but why didn't the sales person know this?? I've been on the phone three days straight, sometimes for 2 hours (mostly on hold) bounced from one person to another. I still have an open case # so if any SBC techs want a shot at this let me know. But for the rest of you, BE WARNED sticky != static, and to date I'm paying for a service I cannot use. So I am considering going to the CPUC for false advertising on SBC's part.

member for 19.5 years, 10 visits, last login: 19.4 years ago
lodged 19.5 years ago


daparker
Premium Member
join:2001-11-06
Monteca

daparker

Premium Member

Try the forum

Have you posted over the SBC Direct forum yet? The techs there can check things out for you.

Review by yaya929 See Profile

  • Location: Berkeley, Alameda, CA, USA
  • Cost Contract price not specified.
  • Install: about 20 days
NONE
everything, especially customer service
still NO SERVICE for almost 1 MONTH
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

The experience I have with SBC Yahoo is terrible. We ordered the residential DSL service at the end of June, but didnt get service until July 16th. We have to order phone service in order to get DSL, but our DSL worked for 3 days and stopped ever since. For that 3 days to work, it took us tremendous time and energy as well. We have to call in many times to customer support, which every time we received a different story, until the technician came and made a phone call to the central office and reset the card.

Then the 3rd day after (7/20/04), our service is down. The customer support transferred us back and forth, again different story every time we called. A week later, we received a call asking if we still want to order SBC Yahoo. Me and my roomate are extremely upset and confused, since we never changed our plan. Then it took us a week to find out what happen. Appearantly, Covad (Earthlink) took our dsl order away from SBC Yahoo because someone ordered service there with our phone #. The funny thing is, the order was under a different name and street address. SBC Yahoo on their part gave them the order without a simple confirmation of customer information. When I called SBC Yahoo to confirm this, the supervisor told me that "there is nothing SBC Yahoo could do to protect their customer" because "they are regulated while Covad is not regulated by California government". I was outrageous by this comment, plus the unexperience, bad tempered customer representatives who told us that good/bad service is just good/bad luck.

Although SBC Yahoo later apologized for their mistake and promised to fix the problem as soon as possible, we still didnt get any service as of today 8/2/04. My roomate told me that SBC Yahoo again claim that Covad still owns our line and that SBC Yahoo couldn't get it back, despite their promise that they will ASAP. I lost all my hope for the company and doubt if our service will be back this thursday, the latest they promise that we will get our service back.

So if anyone is interested in a class suit against SBC Yahoo, I'm 100% with you!!! I am not joking (and yes, I have a record of almost every conversation I had with the 1st and 2nd level customer service agent, including their name and badge #). And please, if anyone know a better service provider, let us know! (both tech support, service, speed, price)

member for 19.6 years, driveby review (so far)
lodged 19.6 years ago

rooster5
join:2002-06-10
Reseda, CA

rooster5

Member

my pacbell.net opionon(s)

well you've got me beat. it tood 7 days for my newly installed crackedbell dsl to quit working.:p i know exactly what you're going through. i did just as you, & received pretty much the same customer support. only difference is i work in the telco field & was able to call their bluff on most of the bogus excuses they gave. it took them around 3 weeks to finally get my service up & running. here's my opinion on what's happening...

this is only my opinion:
PB gets an order to hook someone up to their dsl service, the tech makes a visit to new customers house. installs the filter(s.) then configures the pc(s) to use their dsl service (i ordered the home install package to save a little $$, but the tech insisted that his order said he was to install. ok fine i said. install it for me) i believe that at some point during the tech install/setup process. he logs in using probably a generic employee tech login id, & then activates a kind of temporary (limited) trial type of access account. this "trial account is only good for x amount of days. this allows the new user to have the dsl access they ordered, & also provides a little more time for PB to do the data entry on the new customer. now this would be all fine & dandy if PB is able to complete the data entry before the "trial account" expires. which is more than likely, not going to happen. then it's basically a matter of how far down in the stack of new installs is your paper work on the techs desk of data entries?

it's the ol' phone co. point the finger at the other guy game. phone co's are notorious for doing this. i should know i work for one. hehe well i know this isn't solving your problem, but maybe it will ease your frustration level some till you get hooked up? i've already recieved 2 class action suits in the mail that i backed up against PB. i've yet to hear or see any feedback from the outcome of either case. i do know that there were so many ppl involved the amount i would have been awarded was something like a month free dsl service. lol. gimme a break. as soon as my 1 yr lease is up. i'm switching to roadrunner cable through time warner. a few ppl i know have this service & not only is it almost twice as fast as my dsl now, but it's up time & reliability far exceeds it's down & non reliable times.
rooster5

rooster5

Member

Re: my pacbell.net opionon(s)

& yes i know i could use some creative writing lessons:D

David
Premium Member
join:2002-05-30
Granite City, IL

David

Premium Member

the linesharing myth or something a lot of people

do not know..

When another DLEC, CLEC, or ISP has your line they enter an agreement with a CLEC such as COVAD for the line. Now... If COVAD owns the rights and linesharing agreement to that line COVAD must terminate that agreement or "release" your line. SBC cannot force them to do this (that is where the anti-competitive legal mumbo jumbo comes into play) and covad must release or give the local telco the release rights to the line. Then SBC gets thier linesharing orders and locks it again.

So at this point it would seem that the beef should be with COVAD because they are pretty much "holding you hostage" by holding your access rights. Unfortunatley, this is legal, and COVAD can hold it.

If you want to know more about covad I would ask thier forum, or ask gdm See Profile he had covad for a while and made the transition to SBC. His battles, with other clecs, was not a simple one either.

Hope that helps...
also be sure to utilize the direct forum...

edieboy
@dsl.chcgil.ameritech

edieboy

Anon

Re: the linesharing myth or something a lot of people

any comments or info on the rcn experience (internet/phone...now offering voip).....versus sbc yahoo dsl? been a sbc dsl customer for 2 yrs and tired of poor customer service...can save $30/month with rcn for same(faster) service...thnx

Maxo
Your tax dollars at work.
Premium Member
join:2002-11-04
Tallahassee, FL

Maxo

Premium Member

Re: the linesharing myth or something a lot of people

Try posting any SBC problems you might have at »AT&T Midwest and/or »AT&T Direct

Review by btmoore See Profile

  • Location: Azalea, Douglas, OR, USA
  • Business customer Business customer
  • Cost Contract price not specified.
  • Telco party SBC
  • CLEC party: SBC
None
They lie, static is not static it is sticky PPOE
I will never use SBC again
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Now when you buy “static” dsl service, SBC is using PPOE to provide "static" address, ergo the router they provide must authenticate with the PPOE server to allocate you "sticky" IP address. If their servers are down you don’t get address. IMO that is a fat lie, SBC should not be selling a product as Static unless the address are statically coded and there should be no reliance on any external allocation protocol like PPOE.

I have so many problems with SBC right now I can't stand it any more. This pushed me over the edge. After having my first DLS line installed with dynamic PPOE and after having 2 outages associated to PPOE servers (which took down my business) I decided to install a second line to replace the first this time with static addresses so my business was not reliant on SBC keeping their servers up. It takes 4 visits before a tech can come in to install my "static service" because their new registration system is not working. On the last visit is when they tell me that they just change the way they do static and now the router they install has to authenticate with the PPOE server to use the "static" or what they now call "sticky" address. After I rejected their service they showed up at my business without an appointment on a day I was out, convinced one of my managers to let them in and installed it. Guess what, it doesn’t work!!! At this point in time I am outraged, SBC as far as I am concerned, is an incompetent and deceptive organization, which lacks any concern about their customers.

Any "static" service that relies on PPOE for address allocation and authentication is not a Static service.

SBC you should be ashamed of this, I will be contacting the PUC because IMO this is a clear example of baiting and switching the customer. You cannot sell a service as static and then sell them a PPOE based service.

If you are thinking about SBC static for your business watch out and run away, because it is not static, it is some kind of sticky PPOE gimmick they are selling as static and that means your business is reliant on SBC’s inability to keep their PPOE servers working.

member for 23.9 years, 866 visits, last login: 8.3 years ago
lodged 19.6 years ago


StickyLover
@167.1.x.x

StickyLover

Anon

Question

Other than the possibility of the PPPOE servers going down what other disadvantages of using sticky ips are there?

David
Premium Member
join:2002-05-30
Granite City, IL

1 edit

David

Premium Member

Re: Question

From what I hear there are a few advantages... (best place to ask believe it or not is a forum here - Ameritech)

Some advantages to sticky IP's are as follows... not all are advantages but from field experience of what I have seen and heard

• Sticky IP's are mapped to the username... So if you reloacte to say a new office or so.. All you would have to do to have immediate connectivity is login and pull the ip's. Note: you would still have to disconnect the DSL at the old service.

• you would get two id's in ameritech a static login and a dynamic... if the static box is having problems say packet loss or other you could login with the dynamic account and wait it out, then return to your static back with the change of a login..

• have heard that VPN's are more secure because the gateways are mapped to your device.. (read that somewhere)


If someone from the ISP side would touch on this or elaborate a bit more (and correct me if I am wrong) please feel free to..


The only disadvantage I see so far is the login for static and equipment changes, that is about it. You would need a router that can map statics over PPPoE

The routers I know can do this currently are

Cayman 3546, and I believe the Cayman 3220H can with a firmware upgrade to the latest revision.. Someone with a cayman 3220H configured this way could confirm this for me.

Efficient 5861 via the IPhostmapping command...

spg6
Grrrr
join:2001-10-31
NOT Texas!

spg6

Member

SBC serves Oregon????

Or did you move?

Review by shaheenbaz See Profile

  • Location: Davis, Yolo, CA, USA
  • Cost: $31 per month (12 month contract)
  • Install: about 5 days
  • Telco party SBC
  • CLEC party: SBC
It feels good when it works
Always slow connection.
SBC Yahoo DSL Sucks
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I have had slow connection for the past 5 months. I constantly call them and get morons on the phone who tell me everything will be ok. I finally had a guy come to my house and test my lines. He charged me 60 dollars. Fixed my problem for 2 days and now I am having the samd slow connection.

member for 23.3 years, 3 visits, last login: 19.6 years ago
lodged 19.6 years ago


liz2
@davis.ca.us

liz2

Anon

DSL service intermittent

We've had major DSL problems all summer, with the line going on and off intermittently. We had a guy come out, paid him $120 to run the dsl line directly to the line we connect the modem to. It worked for a couple weeks and now its back to intermittent. Its so frustrating!






Review by mysticknight See Profile

  • Location: Palo Alto, Santa Clara, CA, USA
  • Cost: $160 per month (12 month contract)
  • Install: about 5 days
  • Telco party SBC
  • CLEC party: SBC
got good service for 6 months
got broken service for 2 months without explanation
their copper plant guys are indifferent
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

got great service and transfer rates (5900/700) for 6 months. started having loss of sync and flaky transfer speeds. took multiple calls of 1 hour or more each before they would even consider opening a trouble ticket for the copper/modem. Their field service is in two separate departments which point the finger at each other (copper guys, and DSL guys in SBC Advanced solutions) The DSL guys can't touch the copper other than the inside wiring. The first visit (4 hours of my time wasted) the DSL guy had to call a copper guy for another visit. The copper guy came, and found a broken wire at a local terminal box on the street, had to switch wire pairs to the CO ... another 4 hours of my time (and how did the wire get broken anyway???) after I got the new pair, the copper guy closed the ticket without testing. Still flaky transfer speeds. Had to call and endure more multiple calls of 1 hour each before they would open another ticket. The next DSL guy came and diagnosed that the new pair was only good for 3000 transfer rate, and found an 80 foot bridged-tap beginning 300 ft from my house (local terminal box) the DSL guy stated that he would have to have an "MPOE meeting" with his manager and the copper guy, so that they could stop finger pointing. apparently they had their MPOE meeting without notifying me, and the result was they unilaterally changed my service profile to 3000/400, without notice to me. Since I could see the reduction in transfer rate, and was not happy, I had to endure more calls of 1 hour each with the script-reading drones before another ticket could be opened. that ticket was closed without notice to me. I had to endure even more calls of 1 hour each with the script-reading drones before another ticket could be opened ... they were claiming that my service profile only showed 3000/400 and that I should be glad to get 1500/300 ... I insisted that the open a ticket anyway, since they could not explain what happened, and that I was paying $160 for 6000/768...they were trying to claim that the 1500/300 was within their SLA for 6000/768, and I was not agreeing, based on their unilateral change of Capped rate. Finally got another DSL guy who I spend 3 hours with, and he ended up being the smartest one of all, but he researched the issue with his support rep, and came to the conclusion that the copper guys were not about to remove the bridged tap or find me a better pair to the CO, and that unless the copper were changed out, the best he could do was 3000/400 ... the most he could do was get my rate plan reset to $75/month to correspond to my new capped rate.

After about 30 hours of dealing with script-reading drones and improperly trained field guys, the final answer from SBC was "we are screwing you and we really don't care"

The only saving grace is that I can actually get another 3000/400 circuit to my house, and have what I was originally paying for, at about the same price...if only load balancing routers really worked well on parallel circuits for a single TCP session.



member for 20.3 years, 68 visits, last login: 10.6 years ago
lodged 19.6 years ago

shaheenbaz
join:2000-11-17
Davis, CA

shaheenbaz

Member

They are screwing me too

I have had bad connection for the past six months. I keep calling them and spend hours with idiots who ask me the same questions. I finally had a guy came to check my line. Told me the problem is inside the house. Charged me 60 dollars and left. I am still having slow connection speed and call them again and went through the same hassle. I don't know what do. This is really tiring.
mysticknight
join:2003-12-04
Cupertino, CA

mysticknight

Member

Re: They are screwing me too

get the line parameters in writing from them.
you need signal to noise for both up/down circuits, and attenuation for both up/down circuits.

as for your "inside wiring" problem ... if you take a short phone extension cable (under 25 ft) and connect your ADSL modem directly to the telco jack outside of your house, then see if problems remain ... if no problems at that point, then the inside wiring *is* bad.

Review by capnhairdo See Profile

  • Location: Auburn, Placer, CA, USA
  • Cost Contract price not specified.
None?
Phone service is utterly useless; software is unnecessary
Will be changing providers
Connection reliability:
Tech Support:
Value for money:

Our DSL service with SBC is running at a speedy 160 kbps...less than three times the speed of dial-up. I suspect that's partially because the telephone wiring in our building is old, but I figured a call to tech support at SBC couldn't hurt. Boy, was I wrong. We spent nearly a half hour on the phone with a tech (in India?) who insisted that the problem must be with our Linksys router/hub and that I needed to call Linksys first. The router/hub works fine, of course, as have all the Linksys products I've ever bought. The tech insisted that I disconnet the router so she could prove her point, but there was no connectivity at all when I hooked the modem directly up to one of our computers, which she couldn't fathom. (Don't they have to release the IP address when you do something like that?) She then claimed that there might be an outage in our area (which there wasn't). Finally, she chastised me for not having installed the SBC/Yahoo software package that came with the modem when we signed up. I will NEVER again install that software on any computer...it has to be the single most unnecessary, invasive and useless suite of software ever created. The first time I installed it, it installed a new web browser and replaced IE as my default browser, and installed over a dozen other programs of dubious function and usefulness, but all apparently with the purpose of branding the SBC & Yahoo brandnames on my eyeballs at every possible moment.

Anyway, after 30 minutes of frustration and suspecting that I knew more about networking than she did, I made up some excuse to hang up. I'll definitely be looking for another provider, probably cable this time.

member for 19.7 years, 1 visits, last login: 19.6 years ago
lodged 19.7 years ago


icp1
Premium Member
join:2000-10-13
Saint Louis, MO

icp1

Premium Member

network

The issue is simply that they cannot support all network devices of any kind (other than the ones they provide of course) as that is just not possible in first tier support, so they will always ask you to connect directly to your modem to rule out the router as an issue.

Yes the software is annoying, but there are ways to connect without using the software. You should stop by the forums here both to have an official tech check on your speeds and to find out how to use your service w/o the software when necessary to disconnect the router.
DesiLoco
join:2004-01-30
Anaheim, CA

DesiLoco

Member

Oh Please

"The router/hub works fine, of course, as have all the Linksys products I've ever bought" ...SURE BUDDY .. ever visted the Linksys forum? What makes you think their products are ALWAYS gonna work "fine"
CloaknDagr
join:2003-10-16
San Pedro, CA

CloaknDagr

Member

Putting words in peoples mouths...

"What makes you think their products are ALWAYS gonna work "fine"."

This is the problem with this forum. You're just taking a shot at the poster. The poster didn't say Linksys products are infallible.

The poster only said that Linksys had always worked fine for THEM.

If they hadn't had any bad experience, they hadn't had any bad experience, that's all there is to it.

I don't care for Linksys myself, I've had bad experience with Linksys devices, that's not the point.

The topic was SBC, not Linksys.
drcomp
join:2002-01-18
Benicia, CA

drcomp

Member

ISP's are the source of problems

Let's get things clear: If we have to blame somebody for 90% of connectivity issues and the inability for solving them just look for the ISP's. Yes, Linksys (or D-Link or Netgear or Belkin...) products or support are not exactly 5-star but the main problem resides with outsourced low quality tech support. I would respect a techie that admits lack of knowledge in one or another specific issue but the fact of always trying to blame problems on something else is so typical of underpaid, untrained, unsupervised, uncaring idiots.

There is one good thing coming out of this: Eventually ISP's may realize the savings they get from hiring long distance, cheap tech support may become a liability for them. Don't expect this to happen next month or year though.

wings10
I Am Legend
Premium Member
join:2004-06-09
South Elgin, IL

wings10

Premium Member

Re: ISP's are the source of problems

I had that problem and it was my D-Link DI-604 router that was bad. I hooked up the modem and I was fast and fine. So I exchanged the router for a new one and all is well. I to was first to blame SBC phone tech support.But the problem was my bad router and not the DSL line. But I agree about the SBC tech people on the phone.
johnnyjohn3
join:2004-06-23
San Diego, CA

johnnyjohn3 to drcomp

Member

to drcomp
Also, don't forget that it is possible to upgrade the firmware of your routers -- although this is not a task for a novice.

But I agree that most of the time the issue is the ISP, and after that the cables.

someone in Carmichae

Anon

I agree - SBC sucks!!

I had the same problem almost exactly!! I just installed SBC Yahoo DSL for my parents in Carmichael, California, and the top download speed per several line tests was 171 kbps!! After spending an hour with the idiot support people, I finally got them to admit that the problem is the line. A second phone call to get the line uncapped revealed that they are past the maximum distance from the Central Office, in the 15K ft range. Consequently, the best they're likely to get is 170 kbps. Of course, none of this was disclosed to me when I signed them up. I'm PISSED. Had I known, I would have looked into alternatives.

Review by ohno6345 See Profile

  • Location: San Jose, Santa Clara, CA, USA
  • Cost: $55 per month (12 month contract)
  • Install: about 35 days
  • Telco party SBC
I had two helpful customer service reps, in a years service.
I had more than twenty unhelpful customer service reps in one day.
Kill yourself before you buy dsl service from SBC.
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I had SBC DSL from September 2002-December 2003, and it was the worst. I have never had more difficulty with any company ever. Initially it took about a month to set up. Then it was incredibly slow, slower than dialup which they refused to look at or correct. I am surprised that someone wrote had no problem once it reached the second tier. Our modem broke once which forced me to talk to 23 different people to get a new one, the dsl was down 3 weeks, which I got 7 dollars back for which took 2 hours and 5 people to talk to receive the credit. On another occasion i talked to 18 people, and 15 people respectively, and every person either reads you a script or transfers you. Its a miracle when someone knows what they are talking about. Twice I've had people come out. The first guy knew what he was talking about and changed out 150k service to the 760k we were supposed to be getting. This was after months of complaining about the speed. The second guy was "mentally slow" I'm not sure what the term is, and he wanted to sell me something for more than 100 dollars saying I was having interference with a never used security system. I told him to call and have the line expanded and it worked. Later, we wanted to change the name on the account which they said we had to wait until the year contract was up. At that time, we simultaneously called them(the only way they say), and found out that only the phone line can be changed, but the dsl would have to be cancelled and I would have to sign a new 1 year contract, and reorder a week after the dsl was shut off. Meanwhile I am without internet service. I called them back and they said they received a notification that my roomate was authorizing me to have possesion of the phone service, and that I was accepting the service, but no one said that I actually wanted it transferred. However in the meantime, I did download an sbc dialup service which of course came with Spyware on it( Its true.). Now my computer receives constant popups and I gave it away. After the week went by I called and after eventually reaching someone about signing up for the dsl, I find out I must sign an additional year, when i would only be there 6 months, and I had to pay shipping on a new "free modem" which I obviously didn't need. I am unable to get cable service here, so I thought I was trapped and I agreed. They said they would give me a call to set up in about a week, saying it would be on shortly after. They called about 10 days later and left a message saying they were beginning to work on it and it would be up in about a week. A week came and I received another automated call with the exact same message. At that point I did some research and found that I could use alternative services that still used the sbc lines. It took only 6 people to cancel, yet I'm still stuck with the phone service. Although yesterday it came out that SBC has been illegally forcing people to use their phone service with the DSL. I've switched to Sonic.net and have had zero complaints. Less than 2 people every time, and that includes an operator who transfers you to the right person(not an automated system which I could still quote from memory that required 15 minutes to get through to talk to someone. I highly recommend Sonic.net. its only a few dollars more, and well worth it. Read my story again if you even half consider signing up with SBC.

member for 19.8 years, driveby review (so far)
lodged 19.8 years ago


habu9
join:2001-01-16
South San Francisco, CA

4 edits

habu9

Member

mentally slow huh?

If you have an alarm system wired into your inside wiring it can cause problems with your DSL, regardless if it is being used or not, because it is physically wired into the circuit. So, before you go calling someone "mentally slow" it may behoove you to do a little research.

When you choose to do a self install, whether you know it or not, YOU have chosen to take care of every and any problem in your house YOURSELF. If there is a problem outside pacbell should fix that at no charge, but if there is some anomaly inside YOU SHOULD PAY to have it fixed since that is YOUR property.

If there is something wrong with the wires in your house you will have problems with ANY dsl going over those wires, so don't think that switching ISP's will fix it.

Good luck with your choice.
public
join:2002-01-19
Santa Clara, CA

public

Member

Re: mentally slow huh?

said by habu9:

When you choose to do a self install, whether you know it or not, YOU have chosen to take care of every and any problem in your house YOURSELF. If there is a problem outside pacbell should fix that at no charge, but if there is some anomaly inside YOU SHOULD PAY to have it fixed since that is YOUR property.

This is wishful thinking. SBC automatically attributes defective line problems to internal wiring, and will bill the subscriber.
Moreover the the telco infrastructure in the Santa Clara area is simply falling apart from lack of investment.
He may have a legitimate complaint.

habu9
join:2001-01-16
South San Francisco, CA

3 edits

habu9

Member

Re: mentally slow huh?

said by public:
This is wishful thinking. SBC automatically attributes defective line problems to internal wiring, and will bill the subscriber.

That's not necessarily true. They will come out and check the line at the SNI if the customer has gone through the proper troubleshooting steps and cannot get it working right. If there is no trouble found at the SNI, and the problem is in the premise, you should be billed. It IS your property.
quote:
Moreover the the telco infrastructure in the Santa Clara area is simply falling apart from lack of investment.
Problems with the outside plant have nothing to do with the IW. Telco responsibility ends at the SNI. If they refuse to fix it, for whatever reason, you should escalate it or go to another provider.
quote:
He may have a legitimate complaint.
And what complaint is that? Neither you or me know what is causing his trouble anyway, so how can you know if he has a "legitimate complaint" or not?
public
join:2002-01-19
Santa Clara, CA

public

Member

Re: mentally slow huh?

said by habu9:
said by public:
This is wishful thinking. SBC automatically attributes defective line problems to internal wiring, and will bill the subscriber.


That's not necessarily true. They will come out and check the line at the SNI if the customer has gone through the proper troubleshooting steps and cannot get it working right. If there is no trouble found at the SNI, and the problem is in the premise, you should be billed. It IS your property.

Repair does not bother with actual troubleshooting. They immediately inform the subscriber that the problem is inside wire without any actual testing whatsoever.
If a tech comes out and discovers a hard ground in the outside cable and switches service to a different pair, they bill the customer for disconnect, reconnect and repair time. The only way to recover some of the expense is to start filing complaints with the CPUC and in the courts.
quote:
Moreover the the telco infrastructure in the Santa Clara area is simply falling apart from lack of investment.
Problems with the outside plant have nothing to do with the IW. Telco responsibility ends at the SNI. If they refuse to fix it, for whatever reason, you should escalate it or go to another provider.

There are no other providers!!!! SBC hold the public hostage by not maintaining the publicly subsidized Pacific Bell cables.

The outside plant defects require reassignment of techs from surrounding areas. SBC is trying to defraud subscribers by attempting to recover some to the outside plant repair expense.
quote:
He may have a legitimate complaint.
And what complaint is that? Neither you or me know what is causing his trouble anyway, so how can you know if he has a "legitimate complaint" or not?

Dimwitted inept dysfunctional "business office"
misrepresented as customer service giving false information, failing to mitigate damages to the customer, billing for defective service, delaying refunds for nonexistent service are all endemic to SBC.
daryllayland
join:2004-06-15
Chico, CA

daryllayland

Member

?? SBC DSL ??

I too have SBC DSL. I live in northern California. I think sometimes SBC forgets that there IS a northern California. BUT I have had fairly good luck with my DSL. I have been lucky to have very little outages. But it seems when I do have an outage, I have 3. My very biggest complaint is that when you do call SBC, the tech support folks want to blame EVERYTHING on me. Now mind you my computer is new, state of the art, custom made, and runs very well and very fast. SO when I call and say that I am down, the very first thing they want to do is start changing settings in my computer. Mind you I am running one minute and not the next but they want to tell me that it MY settings. When I refuse to do that and tell them to get a supervisor on the phone, I find that I have much better luck. JUST yesterday, I upgraded to PRO S which is static IP with a speed of 1.5 to 3 down. I'm running right at 2.5 down and the service to get this was great. I don't think I would go to anyone else even if I could. But unlike you or most people I pay the 50 cents a month for LINE INSURANCE. Now I'm not saying that there are some people that don't have problems and some areas the have problems, but for me here in Chico CA. I think they are the game to beat. We have a company here called DIGITAL PATH. It transmits from an antenna on your roof which is very ugly to a central site. You get 2 gig of download for about $40. a month. After that, its about $1 a BITE. I mean its super expensive to have. Now if you are like me, I down about 2 gig in a couple of days!!! and they advertise up to 6 down. what they don't tell you is that the system here is only at 2 down right now. So as you can see, every company has its problems and tell lies. Sometimes its just better to use someone you know.

Review by jaytkay See Profile

  • Location: San Pedro, Los Angeles, CA, USA
  • Cost: $49 per month
  • Install: about 7 days
  • Telco party SBC
The DSL connection was good
Customer service
I will drop SBC local/long distance and DSL
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I am dropping SBC DSL after 4 years for their lousy customer service.

By telephone they promised me a rate reduction, $49.95 down to $29.95/month.

My bill remained high, so today I phoned and they tell me it never happened. They say it's impossible. They have no records, I didn't talk to them.

Funny, a friend had the same problem and she was told by SBC that they lost many orders early this year due to "system problems".

SBC said someone could call me in "7 to 9 days" to try to rectify. That never happened.

member for 22.7 years, 1190 visits, last login: 130 days ago
updated 19.8 years ago

psibri
join:2002-10-17
Chula Vista, CA

psibri

Member

a miracle indeed...congratualtions!

I am truly amazed that you have had such good luck with your DSL. I was with DSL for a long time, and now enjoy cable speeds of almost 3megs down, and 171k up, at the low low cost of 29.95....modem cost of 59.95 was fully refunded by sending in my receipt of purchase, and I also got an additional 20.00 for signing up...the install took me about 5 minutes! I really do love to hear that someone is as successful as you are with DSL...the product is inferior to cable, but, at least it keeps the cable companies providing awesome competitive products for those of us that desire more from our service, with better pricing, and MUCH better tech support and customer service...CONGRATULATIONS!

ATTek
Got Sand?
Premium Member
join:2000-12-13
Glendora, CA

ATTek

Premium Member

Re: a miracle indeed...congratualtions!

nm
[text was edited by author 2003-09-15 08:53:19]

en102
Canadian, eh?
join:2001-01-26
Valencia, CA

en102 to psibri

Member

to psibri
It depends on where you live... I personally had TimeWarner (RR) 2/384 service, and would go back if I had could get in Valencia. Unfortunately, I would have to use ComCast, which currently has a lower rate (1.5/256) for the same price 44.95 (+$3/mo rental, no self install available $$$ + $15/mo extra if I didn't order TV service from them - $$$$).
So for $29.95/mo I get 1.5/128 (soon to be 1.5/256) from SBC DSL, and it works.

LongTimeOnthePhone
@snfccasy.dynamic.cov

LongTimeOnthePhone

Anon

Here's how you get the 26.95 rate + speed upgrade

Hi -- I investigated this quite carefully.

Here is the official way you can "re-rate" your service.

(1) without a speed upgrade you could go directly here and it's all online --- no one can prevent you from getting the deal. The people on the phone simply do not know. It took a 2nd level support pro there to make it clear:

»www02.sbc.com/DSL/Offer2

go there now -- good thru some time in June

(2) If you want their speed upgrade of 384-upto 1.5 , you first have to call the DSL office, and upgrade your service teling them you want the faster speed. You don't mention the "re-rate" to them. You will be told you have to pay higher for it. "Yes, I understand, that's fine." ... Then, after the speed upgrade has been confirmed, you go to the web address above and input your info, and you will get the faster rate AND the lower proce of 26.95 for 1 year.

The SBC rep told me they are mandated as a company to let all current customers "re-rate" to any promotional rate that SBC subsequently offers, any time they offer a lower rate or service upgrade.

btw, that's the term they used: "re-rate" ... and the way it works is this: Let's say you get the $26.96/month promotional rate right now -- which requires a one year contract. Now let's say that 6 months from now, if somehow due to competetive marketplace they offer a new rate of $22.95, then you can contact them to "re-rate" your service. You would be able to interrupt your 1-year contract for 26.95 and effective immediately move to the 22.95 rate -- and a new 12 month contract commenses at that time.

Hope this helps. Took a long time to get the straight dope.

I'm switching from COVAD to SBC Yahoo because the deal seems too good to pass up.

Review by Lisa Wilson See Profile

  • Location: San Jose, Santa Clara, CA, USA
  • Cost: $49 per month
  • Install: about 26 days
  • Telco party SBC
Bad DSL is still better than dial up : /
Server Disconnects - Poor Installation Software - Badly Designed Monthly Statements - Lack of Honesty / Professionalism - Pricey
Only use their service if you absolutely have to
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

Unreliable.
For what we pay, we have had far too many server connection problems.

Lack of overall professionalism.
My pathetic small business is more professional in almost every department.

Lack of overall honesty.
Prone to disturbingly misleading advertising, inappropriate contracts and lying over the phone.

Poor installation software.
Installation software is slow, glitchy and left us with a PPPoE bug that caused problems for months. SBC technical support was clueless when symptoms were described to them. We ended up calling a technician who fixed it within 45 minutes.

Bad bill design.
The monthly bill statements seem to have been designed without a bit of common sense.
If I have trouble reading them I can just imagine some old lady somewhere trying to decode one.
They're either complete morons or they're intentionally trying to confuse people to a point where they just pay their bill without questioning it.
I have had two significant errors in their favor since I started the service, so it's a good thing I take the time to understand the statements.



member for 20 years, driveby review (so far)
lodged 20 years ago


DproJoe
@dsl.snfc21.pacbell.n

DproJoe

Anon

SBC Came, DSL Speed Went

I have been a Pacbell/SBC DSL customer(1500K/128K) for 4+ years now in central Fremont. Originally I had download speeds 24/7 of 1100-1400 Kbps. coincidently with the Pacbell name change to SBC my DSL line bacame unstable. DSL Sync started to become intermittent. 1st it was for an hour or so, then it was hours and finally days. After numerous trouble calls the only solution SBC had was to CAP my DSL Line at 768 Kbps at their office which cut my speed potential in half. I hear "great SBC DSL speed" advertised daily but they can't deliver here in Fremont. Bottom line is when SBC puts to many DSL customers on a node the result is decreased bandwidth for all. SBC has contacted me several times but the result is the same, poor speed. (570-670 Kbps Downloads as I write this. Measured by 2wire.com )

trenchman
@dsl.lsan03.pacbell.n

trenchman

Anon

Re: SBC Came, DSL Speed Went

Nodes?.. Are you thinking Cable Modems? DSL doesn't use nodes. Here's a partial list of speed depriving culprits
1.Digital Interference can slow up speeds requiring frequent data retransmissions due to Acknowledgements. This is also why you can't get 768 kbps with a 768 kbps profiled line (TCP/IP overhead),possibly due to increased DSL,DAML's(pair gain circuits) or T-1's (other digital services)in same cable at premise or out in telco system, added after line provisioned. 2.Poor quality,Stressed,Intermittant or non data rated Inside Wire can cause speed issues. 3.All Electronic equipment not filtered, in effect, security systems, Satellite settop boxes and gate entry systems can cause or prevent speed/sync. 4.Bad modems can cause speed issues (did you buy a back-up modem?). 5.DSLAM card going bad or bad port can cause speed issues. 6.Poorly or non maintained (or optimized)computers can cause speed issues (did you clear out all that spyware and data mining software loaded without your permission or knowledge? Viruses?Browser Parasites?check for any good tweaks?(RWIN MTU and TTL)Do you Know what Defragmentation is?. 7.Bad NIC's can cause speed issues (Broadcast Storms, set to half duplexing instead of full, etc), 8.File Sharing Programs not lmiting bandwidth usage or starting automatically can cause speed issues.newer versions of Kazaa start automatically upon boot 9.Not encrypting Wireless routers and broadcasting your bandwidth out to everyone can cause speed issues.please post your address, thanks 10. Not monitoring LAN traffic patterns to determine if LAN is overworked. CSMA/CD (Ethernet)only broadcasts information when device senses cable is clear. this can slow or cause speed issues 11. poorly configured add-on routers and other devices (when are multiple routers a good idea? other than for security?)12. commonly known data interferors like certain loose band 900 mhz. wireless phones,flourescent light ballasts, monitor radiation,power supplies(proximity to)and over worked power strips,none grounded voltage sources,reverse polarity electric wiring and power spikes and surges. 13. Constantly released software/updates and conflicting software can cause computer resource/speed issues - no one knows what software your running and who checks for compatibility anyway? Did your last ISP ask you to remove their proprietary software with it's pop-up stopper and other features? or are you going to leave it there to conflict with new ISP software? Bad DLL's? 14. Finally, Internet Web traffic can cause speed issues.If You got these things except # 5 covered? then call in to have line checked.

Review by saataana See Profile

  • Location: Escondido, San Diego, CA, USA
  • Cost: $50 per month
  • Telco party SBC
  • CLEC party: SBC
10Mbps when you can get - but rare!
(A)DSL PPPoE always on & connected - what a crock! *%#@!
SBC is the absolute worst online hell in Escondido, CA
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I wish my workplace would just switch, & give SBC the BOOT!

- but we don't know where to go that would Not use PPPoE & sbc's lines - need suggestions (Cox is not an option) for around the same monthly price

sometimes the Internet is working & the email won't go through or vise versa

Was pretty much OK for the past 3 years - then these problems have been getting worse & worse especially the last 4 months - this after receiving a new computer, new DSL modem, & getting a brand new Linksys Router (in the past week) to connect only 2 computers. what happened ?

then when you call them (I "blister" the person on sbc side) - they always blame on you & your equipment

average expense but way too much if you cannot be connected many times throughout the day - a nightmare!

The SBC attitude is "You need us, but we don't need you!"

member for 20 years, driveby review (so far)
lodged 20 years ago


icp1
Premium Member
join:2000-10-13
Saint Louis, MO

icp1

Premium Member

changes

"Was pretty much OK for the past 3 years - then these problems have been getting worse & worse especially the last 4 months - this after receiving a new computer, new DSL modem, & getting a brand new Linksys Router (in the past week) to connect only 2 computers. what happened ? "

If you have changed comps/modems and routers in the time period where your problems worsened, it is possible much of the issues are on your side.
Did you make the changes before or after the problems started to to this bad?

Check w/ the online techs in the forums to get some more help.
PacCoast
join:2000-11-24
San Jose, CA

PacCoast

Member

Well the PPoE Solution is Simple

Just spend a few dollars more and get static IPs from SBC! If you have been on SBC for years you should be on a $29.95 contract by now - I don't recall how much more getting a fixed IP costs.
CCCMTech
Premium Member
join:2002-05-17
Baxter, KY

CCCMTech

Premium Member

Official Help

As has been said, why not opt for the static IP package? Also what is so bad about PPPoE, if your using a router you won't even notice it. If you need multiple routable IPs then you will definately want to get static. Also SBC isn't the only ISP however they do use the same lines. The line itself is not PPPoE.

cox user
@cox.net

cox user

Anon

Pay for a business line

I really hate people who complain about residential services when they are using them to run a business. If you internet connectivity is so important you need to look into a business class service with a SLA agreement..

I'm an admin for a small business and we purchased a t1 connection over a year ago. The company guarantees 99% uptime. it has NEVER dropped on us at all. not once have we had an outage...

If you have a business you should really pay for a business class service.