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AT&T Southwest page on DSLReports
Six Month Rating

Reviews:
bullet 1592 reviews (932 good) (331 bad)
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Review by msviz See Profile

  • Location: Dallas,Dallas,TX
  • Cost: $40 per month (12 month contract)
Bad "Zero Support; Too Many Stupid Mistakes; Billing Nightmares;"
Overall "Not Worth the Trouble"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

My experiences with SW Bell and specifically SBIS have been horrific. Let me
count the ways:
1. Initially they placed the order on a wrong phone number (their error, not
mine). It took 2 months and numerous hours on the telephone, mostly on hold,
to get that corrected.
2. After I was switched from another isp(poor connectivity) to SBIS, they kept involuntarily rerouting me to my old dsl isp (their mistake, not mine). This occurred regularly every two weeks on a Saturday morning at 8 a.m. I literally spent at least 50 hours on the phone getting this corrected (it took 2 months).
3.Recently they started to "cap" newsgroup downloads. Yes, despite paying
$39.95 per month for fast dsl, SBIS has decided to cap newsgroup downloads,
sometimes to the guaranteed minimum speeds (which, by the way I have been
told is not guaranteed at all despite statements to the contrary on their
website) and sometimes slower.
4. For the past 3 months I have been double billed for my adsl service. I
have spent hours on the phone trying to get this practice stopped.
5. On top of all of this SBIS adsl customers endured a month of problems
last month where dynamic ip addresses could not be assigned so if you lost
your connection you might be off for hours or days. This has apparantly been corrected, I hope.
6. Email service is a joke. It is down at least once a week and mail delivery is sporadic at best.

I finally contacted the Texas Attorney General's Office regarding the
download speed caps despite Bell advertisements not clearly and
conspicuously disclosing speed caps on newsgroups. Anyone wishing to file a complaint for speed cap limitations or other false and misleading advertising or consumer fraud can file an online complaint at the Texas Attorney
General's website or mail a complaint to:
Attorney General of Texas
1600 Pacific Avenue
Suite 1700
Dallas, TX 75201

As far as double billing "errors", the regulatory agency to contact would be
the Texas Public Utility Commission. Technically the PUC does not regulate
dsl service; however, it does regulate erroneous charges on phone bills.
Therefore, if you have been misbilled for adsl service or charged on your phone bill for services SBIS has promised for free(such as free installation and/or
equipment) file a complaint with the PUC at the following address:

Public Utility Commission of Texas
Office of Consumer Protection
P.O. Box 13326
Austin TX 78711-3326

Additionally, in the phone book the following address is listed as a SWBell
Contact (for what good it does)for any problems:
Southwestern Bell Consumer Relations
Three Bell Plaza
P.O. Box 6555
Dallas, Tx 75265-5521

The last straw occurred this morning when a "representative" of SBIS called
to berate me for complaining via e-mail for the newsgroup speed caps. I had
merely stated I had filed a complaint on this matter with the Texas Attorney
General's office and asked them to uncap the speeds in accordance with the minimum guarantees. I guess I hit a raw nerve somewhere in the bureaucracy. This person (who independently found my phone number as I had not listed it on my email) and called me was trying his best to be intimidating; however, I am not that easily intimidated. He told me that Bell gets "sued all the time" in small claims court and welcomed any lawsuit I might file. Funny, I never said anything about suing in small claims court or anywhere else. I'm perfectly happy to take my chances with state regulatory agencies. Was he asking for me to sue? Some attitude! He wasn't a lawyer(which he finally admitted to me after asking for his bar card number) but he was dangerously close to barratry which is practicing law without a license.

I am now going to look into filing a complaint with the BBB of Metropolitan
Dallas with respect to the double billing issue. Hopefully someone will take heart and finally correct this problem.

SBIS as an isp is truly a most frustrating and aggravating experience. I wouldn't recommend it to anyone unless you enjoy spending countless hours on the phone on hold and talking to numerous people yet not getting the problem resolved.

member for 14.6 years, 11 visits, last login: 14.6 years ago
lodged 14.6 years ago

Comments:

Review by jnjmitch See Profile

  • Location: Wethersfield,Hartford,CT
  • Cost Contract price not specified. (12 month contract)
Good "stays connected, haven't dropped in 3 weeks"
Bad "speeds that run all over the map, HORRIBLE customer service"
Overall "Inexcusabley, preposterously long waits for cust. svc. make even small problems monstrous ones..."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I initally started with a local company called Primary.net. I had several problems, including losing connections and/or the modem losing synch (not necessarily the same thing, apparently). I cancelled with them when they had no further solutions for my problems, and swtiched to Bell. After a reasonable wait and a very responsive and helpful installer, I was back online. No more dropping the connection or losing synch on the modem. However, for the past couple weeks, I've noticed my connection speeds (as indicated by a variety of test pages) vary from about 800kbps to as low as 50kbps (yes, you read that correctly!). If I use winipcfg to release and renew my connection (or simply turning the modem off and on), and can usually get a better connection with higher speeds. However, it almost inevitabley drops back down to those lower speeds. Today, it's fluctuated constantly, literally changing several times per hour. Tech support is absolutely useless. I simply don't have the 1 1/2 to 2 hours required to wait to speak with someone who knows less about the whole system than I do. When I had Primary.net, they had local people who generally answered immediately They could test my line for "bridge taps" and other issues and could generally tell me the condition of my lines (not that it ultimately did any good). SWB does not seem to have that capability. One tech I spoke with said I had a high rate of line noise (6 or 7, I think he said) and offered to cap my line at 348 (or whatever the minimum speed is). I tried that, and consistently got that speed for several hours, but I can also often go much higher than that, so I wasn't willing to stay that low. I can page the installer, and he has been helpful for a few other minor problems, but he hasn't been able to figure this one out. He and several tech support people have tried to dismiss this as "inherent problems with the internet".

I know that test pages are not the most accurate measures of speed. However, when I get consistent low speeds through them, I also notice relative low speeds through all on-line activities- Napster, other webpages, newsgroups, e-mail, etc. Therefore, the problem can't be attributed solely to the test page. I can find no rhyme or reason- the slow downs don't seem associated with anything in particular. I CAN attain high speeds, and often maintain them for an extended period. Someone suggested paying the $900 for reconditioning my lines. However, my prior DSL service didn't have that problem, and they utilize the same line (don't they)?

The inconsistent speeds, especially those that drop below the guaranteed minimum, and ESPECIALLY those in the double digits, make this service extraordinarily frustrating. I feel that this is a solvable problem, but the fact that customer service is virtually non-existant with it's long waits and inept answers kind of makes it a moot point. If you can't get ahold of someone to fix it, it's basically unfixable. It's not worth the money or the hassle to have this kind of inconsitency, especially with speeds that were no better than a dial-up.

Any help or similar stories would be appreciated.

(Never in my life have I encountered a 2 hour wait for customer service. Maybe I've lead a sheltered consumer life, but that's just abusrd. Ain't it?!!!)

member for 14.6 years, 54 visits, last login: 13.3 years ago
lodged 14.6 years ago

Comments:

Review by (hidden by request)

  • Location: Florissant,Saint Louis,MO
  • Cost: $40 per month (12 month contract)
Good "speeds were great when I had the service"
Bad "they disconnected me and told me to pay $900 to upgrade their outside phone lines!!!"
Overall "SW Bell is a scam, they show me how fast DSL is, then if I want to keep it request I pay hundreds to upgrade their lines!"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

SUMMARY: basically I had SW Bell DSL for a week, it worked great then they
disconnected me and told me if I wanted it back I'd have to pay them $900
to fix their phone lines.

Read on to get the whole story.

I ordered DSL service in March, and they were suppose to install it on the
21nd (a friday) of April. Well of course they didn't, so after bitching at
them for 3 hours a day Saturday, Monday and Tuesday they finally installed
it on Wednesday.

The guy came and installed it, tested the line and said my line was only
13,000 (max is ~17,000) from the central office and the connection was very
clear and I would have a great connection. I'm like great, that's always
good to hear.

So, I used the DSL the rest of that week, all weekend and monday, getting
great download speeds (downloading the 50 meg quake III demo from
download.com in 5 minutes) and leaving the computer on constantly checking
e-mail and such and was pretty pleased with Southwestern Bell and the
service. The max speed I ever saw it download at was 384 kbytes/second.

Tuesday, May 2nd, I get up and find I've been disconnected, so I restart
the computer to see if that'll help. Nothing. I called them at 9:30 and
at first they didn't know who I was or anything. Well after about an hour
they finally determine that the order had been canceled. "Canceled?? Who
canceled?? I didn't cancel anything". They said the technician had come
back to their office and said I was too far away and I couldn't get
DSL. I'm like, thats bullshit, he installed the service and it's been
working great! Then they suggested that maybe I couldn't get the
guaranteed minimum download speed of 384 k/sec (bytes or bits? guessing
it's bits, since internet speeds are always measured in bits). I promised
them I got far more than that. Well they didn't know crap so they said a
manager would call me back. Course I didn't settle for that so I hung up,
called back, got someone else and got told the same, that a manager would
call me back (it was noon by now). So, around 7:30pm that night someone
called and basically said he'd look into it and call me the next day,
Wednesday.

So, Wednesday comes and goes and I get no call, so I called them at 7:30
Wednesday night. The person I spoke to could hardly speak english and if I
understood him correctly (not an easy task) he didn't know anything and
said to call back the next day.

I called today, Thursday. They forward me to a manager who basically told
me that their central office showed that I was not getting the minimum
speed of 384 k/sec regardless that I told him I was getting far more than
that and if I wanted DSL I would have to pay them $900 to update their
lines or I couldn't get DSL!!!!!! And this is after a technician had
already came to my house and have already said that my lines were great and
I would have no problem getting DSL!!!!!

What am I to do??? They own the lines, how can I fight them on this?? I
know my phone lines are fine, I've already had DSL and it worked great,
what do i do to get it back??? If I can't get it back, where can I
complain to help others realize how absolutely crappy Southwestern Bell
really is to their customers??

This is really pissing me off, I had started a small business running off
of a home server using that DSL line and now I have a lot of pissed off
customers.

Thanks for your help

UPDATE!
I called SW Bell and was told the $900 would be to repair their lines! Not
my internal lines as I first thought. I was told their lines need to be
reconditioned or something. They're scheduled to do the reconditioning next
summer, but in the mean time it means no one in my area can get DSL even
though the DSL office (which i drove to) is only 2 miles away and according
to SW Bell maps we can get DSL. However, if I paid $900 they would do it
now and I could have DSL, which really pisses me off since I've already had
the service here and I know it works fine! Why the hell should I pay an
additional $900 for it when it already works???

You know, it sounds like the city saying "our roads work great but they're
grey and we like black roads, so you yourself pay us $1 million dollars to
change the color even though thousands of other people use it daily and the
roads work fine as is". Pretty shitty huh?

(review was emailed from domain Hassinger.com)
lodged 14.6 years ago

Comments:

Review by thebondman0 See Profile

  • Location: Florissant,Saint Louis,MO
  • Cost: $39 per month (12 month contract)
Good "NONE"
Bad "ALL- UNSABLE CONNECTION,HOURS ON HOLD,MEANINGLESS STATUS REPORT ON WEB PAGE"
Overall "I have spent more time on the dial up connection, save your money and time"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:

After having my order lost TWO times in January/Febuary (internet sign up, and on phone
sign up) I was promised installation on 4/10/00 between 8am-5pm. The
tech arrived at 6:35pm. The tech admitted that he was a phone installer
but they were so backed up, he got the job. After leaving this guy
alone with my computer for maybe 5 mins. He created an error message on
boot up. Of course his technical experience was NOTHING, he said a
supervisor would call me the next day to correct the error problem. No
call on the next day.........I contacted them 3days after they were
supposed to call me. They sent out another guy that did have some
computer knowledge, but still needed more help. The same guy came out
the following day and took care of the error problem. As far as my
connection. It's been very UNSTABLE. As we speak my connection is not
working. It took a DUMP at 3:00am 05/03/00 and its now 12 midnight
05/04/00. And after being on HOLD for 1 1/2 hours, the tech told me he
doesn't know what's going on and that the problem should be fixed in
24-72 hours. Sheesh, I looked on the NETWORK STATUS PAGE all day long
thinking there might be some problem. Of course the status is NORMAL. But
its not normal. I HAVE HAD IT. I sure would think twice on getting
service at this time. Its quite obvious that they are promising a DREAM
of a 24 hour continuous connection to the internet. Until they get there
cookies in a row......I'M OUT! Because of all the trouble that I had
getting the DSL in the first place, I was promised 2 free months and no
obligation to continue if the service sucked. Well, I must say that my
account has SEVERAL asterisks by it and Im sure they will understand my
decision.

"nuff said"
BILL
Florissant, MO 63031
www.badboyzbailbonds.com

member for 14.7 years, 59 visits, last login: 4.4 years ago
lodged 14.6 years ago

Comments:

Review by narfic2 See Profile

  • Location: Oklahoma City,Oklahoma,OK
  • Cost: $39 per month (12 month contract)
Good "Free modem, Whoohoo! (If you can get it to work)"
Bad "Zilch for support"
Overall "Fast as *&#$ when it works, but I'll be calling the cable co"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

-sigh-

Ok, I called to have SWBell's DSL service installed at the end of March. The service is $39.95 a month with no installation fee and the modem is mine free with a year commitment. Its finally installed April 21st. No biggie, its the best new thing.. everyone wants it. Finally get installed on the 21st, but can't use the service until the next day because my account hadn't been put into the database yet, or something, the tech had no idea.. They installed n Efficient Networks SpeedStream model 4060. Its a USB modem. Arg.

After the installation, i start to notice strange lags on my system. I get these random 30 - 120 second pauses.. they seem completely at random. I assume its my computer, try upgrading some drivers, removing some drivers.. Reinstalled Win98 SE.. Nothing seems to help. A friend suggested unplugging the modem. Presto change-o!! I'm running smooth again!

Now, while the modem is plugged into my computer, random applications freeze while starting up.. as does my control panel.. i get 30 - 120 second pauses trying to launch applications.. The pausing seems completely at random, no rhyme or reason to the lagging.. If i unplug the modem & reboot everything runs smooth as before. The speed is terrific (i've been getting downstream transfers of up to 600KBs!!) But these timeouts are absurd. Example: When the modem is plugged in, with no other applications running, and i go to start - control panel my computer just freezes & my start bar goes blank. All the icons on the system tray disappear. About 60 seconds later, the control panel finally comes up. I'm running a Pentium II 300 with 112 MB ram. This is happening on a clean install of Win98 SE. There are no other TSRs running other than what's used for the modem.

April 29th, I called their so called tech support, and the woman on the phone was very rude & short and had no idea what the control panel was, or why i would want to get into it. (She said this when i used it as an example of the way it lags, the control panel and ACDSee are the only two applications that consistently lag)

After spending over an hour and a half on hold, an another 45 minutes with this dsl tech wannabe (Thats 2 hours & 15 minutes on the phone) I was refered their repair center, where i'm told i'll get a call back. A week later, nothing.

May 3rd I call back, go thru ALL the same BS, spent another 2 hours on the phone.. and again they tell me i have to wait on a call back. I gave them my cell phone #.. I'll wait and see.

Its now May 3rd, I've had the service installed for nearly 2 weeks, and i'm still using my free dialup account for internet access..

member for 14.6 years, 2 visits, last login: 14.6 years ago
lodged 14.6 years ago

Comments:

Review by jjdjyu See Profile

  • Location: Chesterfield,Saint Louis,MO
  • Cost: $49 per month (12 month contract)
Bad "Bad connection reliability, network congestion"
Overall "I'll probably switch to other ISP soon."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I'm getting extremely frustrated with them. The DSL service is getting so bad that it has been down more than five times in the past three days and each time for around 1 hour. Tech support is basically unreachable. I don't know what their problem is but I sure hope they'll fix it soon or else I won't be their customer anymore.

member for 14.6 years, 128 visits, last login: 3.6 years ago
lodged 14.6 years ago

Comments:






Review by (hidden by request)

  • Location: Oklahoma City,Oklahoma,OK
  • Business customer Business customer
  • Cost: $129 per month
Good "I couldn't find one"
Bad "They all were bad, SWB needs to re-evaluate their services"
Overall "I will never do business with SWB again...."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Value for money:

Our office is in one of the major buildings on the NW Highway in Oklahoma
City. We do network support for two CPA Firms in our building and also
maintain an Exchange Server in our office and Web server in our current
ISP's office. We are very experience in the ways of the Net.

We have a full time MCE on staff and have delivered SWB DSL to several
clients. But when it's time to get DSL for our offices, forget it.

Starting when DSL was supposedly ready for rollout, we tried to get on the
list. We went through the "Engineering" approval and immediately was
cancelled for unknown reasons. No one knew at SWB and they really didn't
care. After 4 months of being "Engineered" with approvals and
cancellations, we finally get an email from SWB stating that we needed to
respond to the email and we had a choice of high speed service at ~$129.00
per month or ~$79.00 per month for lower speed. Since we were paying our
ISP for around 30 IP addresses and paying for 5 ISDN lines plus our ISP
charges, we thought heaven had just opened up. WRONG.

I responded to their email with, of course, the High speed option. We also
wanted the Router (+$300.00). That was cool. NOT!

Then we were informed by a sweet little old lady form SWB that we couldn't
get high speed but we could get the low speed service. OK, not what we
wanted but better than those high bills. NOT!

On the day of installation, the Router had not arrived but we talked to the
tech and he assured us that he knew where he could find one. About 11:00 on
the day of installation, we get a call stating that our installation had
been cancelled with about 3 or 4 others in our building. After cooling off,
I told the lady to have someone call me that knew what they were talking
about.

Later a "Supervisor" called and was very nice. She explained that they had
tried to get another office in our building installed and could not get the
line to sync. Also that "Engineering" is really just people in the business
office looking through paperwork to see if there is anything that COULD
cause them not to install DSL. I ask when they might build out to our area
and after a short wait (on hold) she said possibly the Summer of 2001. I
promptly thanked her and called Cox Cable.

We are now in the process of getting a 512K T-1 up and down, and Full T-1
voice for less than the combined charges for our phone and internet service
now. Cox will even throw in the T-1 card for your Lucent switch if you sign
a 5 year contract. We had Cox out to our office that afternoon and signed
the contract two days later.

A true story from a very dissatisfied form SWB customer...

P.S. The router and NIC showed up last week and is still sitting in our
office.

Can I give negative stars?

Bob Frakes
Compliance Software
A Division of Systems Design Associates LLC

(review was emailed from domain sysdesgn.com)
lodged 14.6 years ago

Comments:

Review by troy-f

  • Location: Houston,Harris,TX
  • Cost: $39 per month (12 month contract)
Good "T1 download speeds at Dialup prices."
Bad "Long wait for install Slow upload(minor gripe), if something goes wrong, you're in for an adventure."
Overall "Good speed, cheap prices, but Customer Service needs to be improved."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:


I ordered the basic DLS package on March 27th or so, due date was
April 26th. I'm 8000-10000ft from the CO.

The NIC/modem arrived in mide April. I had the filters and NIC installed
almost two weeks early...waiting is heck

I verifed my contact info and due date two times a week (I found that
there was nearly no hold time if I called at 1pm in the afternoon)
Everything looks good.

I took a vacation day on the 26th. I got a call from the company
contracting out to do the install on the evening of the 25th verifying
that I'd be there for the install the next day.

All is good

Due day arrived waited till 5pm..no one showed up (checked with SWBell
a couple times that day...the due date hadn't been canceled or
anything).

At 6pm a guy from the contracter called and told me they were backed
up...and wouldn't get out there that afternoon. We talked about
rescheduling, but the contracter couldn't be sure his company would be
picked to do the next install. It was a polite conversation and all, but
after the phone call I was fuming a bit (more disappointed than anything
else) when the contracter called back...one of his tech's got back early
from a call and could get to my place in 15 minutes...great!

Tech showed up at the door and proceded to check everything out. We
put the filters on. Had to pull the NIC so he could get the serial
number off..etc...but that was it. Got all green led's from the
Speedstream.

I had the SW installed already , but I couldn't get to the
registration site...tried a couple things..no go. (BTW I don't get
DHCP...I'm stuck with PPPOE (Dial up Networking over Ethernet). I'd
rather have DHCP for obvious reasons...but at this point I'm not
complaining)

The tech tried his laptop....yep works fine. Turns out I somehow
got an RJ-11 crossover cable (connected to the wall socket to the
Speedstream modem). Replaced it with the CAT-3 RJ-11 cable and the
connection worked fine. I think SWBell got the cables mixed up during
packing, since I didn't recieve a non-crossover Cat-5 RJ-45 cable..no
biggie...I had a 25ft cable of my own.

Tried registering via secure.swbell.net/dyndsl...no go..account hadn't
been setup. Confimed that SWBell.net had a 2-3 day paperwork backlog.
Nothing to do but wait. (Oddly enought the default user account does
have tcp/ip access within SWBell.net's internal network, I could ping
anyone..even the IP addresses of people who already had DSL.....I guess
if I really wanted to, I could have gotten one of my buddies who already
had DSL to throw up a proxy server on their box so I could have gotten
out on the net....telnet/ftp seemed to work too, within *.swbell.net)

Logged into the registeration site from work on Friday...my account's
been processed..Woo Hoo!

Got home, configured the DUN, made the registery patches...and it
works great. 1.7-2Mb transfers...not sure about upload, but it was
pretty high..spiking above 128Kb. So right now I'm satisfied.

Oddly enough, I never saw the tech put on a splitter or do the ping
test, the tech had been on call for 12 hours straight and was looking
pretty haggard so I didn't press. The only thing he did that I couldn't
have done was provide username/password to the registration server and
maybe call SWBell internet services to close the call.

Haven't been bill yet, so I don't know if that'll be an adventure or
not.

Regards,
Troy Forrest
tforrest@neosoft.com



(review was emailed from domain swbell.net)
lodged 14.6 years ago

Comments:

Review by sarahquon See Profile

  • Location: Saint Louis,Saint Louis City,MO
  • Cost: $39 per month (12 month contract)
Good "sure it could be good value if I could get online"
Bad "can't get online!"
Overall "can't get online, too many customers, too few employees"
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I'm tired of typing, so I'll share the letter I wrote to two swbell site links....To the admistration of the DSL technical support department,

I am writing to you to voice my dissatisfaction with my DSL experience. Hopefully, my comments can be passed along to the appropriate facilitators, or give you some constructive feedback which could prove beneficial.

I have had DSL installed on my phone line and my computer for almost two weeks. The installation technician did not arrive on the day in which he was scheduled, therefore causing me to miss school and work for the day, only to show up on the next day. This unexpected arrival cause another obstruction in my plans for that day. Nevertheless, he attempted to install the equipment and get me online, only to learn that the "servers were down," a phrase that I would hear repeated endlessly for the next week and a half. He left my home after three hours, which of most of that time, he sat on hold trying to determine problem. Finally, he left and stated that at Southwestern Bell, "the right hand often does not know what the left hand is doing," basically claiming that the internal communications at Southwestern Bell was less than efficient. He told me to call the tech. suppt. line the following day.

To make a longer story short, every evening, I have attempted to get register for DSL. I continue to recieve error messages stating that SWBELL is unable to register me at this time and to try back later. This message I have recieved endlessly, even with help from your tech. reps. who continued to tell me that the servers were down, even thought the "network status update" claims "all access points are functioning normally" and to try again the following day. The tech. suppt. reps have proven to be very friendly despite the frustration that eminated from my calls and have been willing to help. However, numerous attempts and several hours on hold have failed to register my account. I spoke with a supervisor late Friday night, who seemed more frustrated than the origial rep I spoke with, Sonny, who told me that I should hold for 15 more minutes and that she was "unable to call me back" due to the high volume of calls in cue. I find this difficult to believe, unless supervisors either 1) do not have their own phone lines or 2) assist the other reps in taking customer calls.

Neverthelss, I plan to call tomorrow to find out how to return all this equipment, regardless of whether this problem can be fixed. I refuse to spend another hour on hold for DSL tech. suppt. and will actively seek out another Internet providing company who can provide me with accurate, efficient, and friendly support. I hope to resolve this quickly, minimizing the extreme amount of effort that I have already invested in this unfortunate experience. As a consumer, I feel it is necessary to alert those acquaintances who I know are awaiting DSL installation from SWBELL of this incident and the lack of support and manpower that SWBELL has for new DSL customers.

A response to this e-mail is very much desired, although it is assumed unfeasible. It is unfortunate that SWBELL has somewhat of a monopoly in St. Louis and that doing further business with your company is unavoidable, especially as I will soon graduate college and seek to establish a residence. I don't know if the supervisor is following up on this problem, or if it has been disregarded, and I really don't care. The DSL promotional sounded like a good deal and financially, I am sure that it is. However, as for the time I have invested in SWBELL, $39.95 per month seems minute compared to the time and energy that I have wasted. Very sadly, AOL is the better ISP for now.

Again, I hope this info. proves beneficial in some manner and a response would be desirable. Yet I am sure that this is not the only undesirable letter you will recieve and responding is difficult. Nevertheless, I can be reached at xxxxxxx. Thank you for your time.

member for 14.6 years, 2 visits, last login: 14.6 years ago
lodged 14.6 years ago

Comments:

Review by jjdjyu See Profile

  • Location: Chesterfield,Saint Louis,MO
  • Cost: $49 per month (12 month contract)
Good "Smooth painless installation"
Bad "Slow unrealiable connection during peak hours"
Overall "I'll probably switch to another ISP soon."
Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:

I got the ADSL from swbell.net since they started offering it in the St. Louis area last year. The plan I got at the time was 1500/128 K at $49/month, $198 for the equipment, free installation. I understand they are offering it at $39/month, free modem and installation now. I could lower my monthly bill to $39/month if I commit myself for another 12 month. I've elected not to do that since I'm thinking about switching to another ISP if they still can't get their acts together soon.

The connection was often slowed to a crawl during peak hours. I would not get any connection at all on average of once a week and it could last anywhere from 20 minutes up to 5 or 6 hours of downtime. Since I'm telecommuting from home I can't deal with this lack of reliability. The tech support is virtually non-existant (unreachable) during downtime.

When the connection is working normally, my connection speed is anywhere between 780 K to 1200 K for download and only 80 K to 99 K for upload. I'm not very satisfied with these numbers since I'm only 1300 feet from my CO.

If you're in the St. Louis County area and am thinking about getting ADSL, check out ValueNet, I've heard a lot of good comments about them. I think they are currently offering ADSL at $49/month, free modem and installation. I for one am welling to pay $10/month extra to get faster and realiable ADSL connection.

good luck,

John

member for 14.6 years, 128 visits, last login: 3.6 years ago
lodged 14.6 years ago

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