how-to block ads
|
next review in page
Review by Fenichel 
member for 12.5 years, 23 visits, last login: 8.4 years ago
lodged 12.5 years ago
 Washington,District Of Columbia,DC
 $45 per month- (12 month contract)
 about 158 days Verizon- CLEC party: Covad
 "They were dogged in nagging Bell Atlantic and Covad on my behalf during installation. Prompt response when router failed." "They have no control over Bell Atlantic or Covad, and have been uninterested in nagging them re poor line speed." "Satisfactory."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I ordered basic ADSL (= 608KB down, = 128KB up; static IP) for $539/ year. The client machine is a graphics-centered PII/266 with 384MB of RAM, not previously networked. I put in a $20 Ethernet card for the interface.
Line speed was 400-odd KB/s download at first, then for several days around Thanksgiving was consistently less than 200 KB/s (sometimes around 100 KB/s), now (11/29) is back up in the 500s. During the slowdown, CapuNet and Copvad were prompt in organizing a conference call of debuggers, but when no explanation was immediately evident, they seemed inappropriately ready to write it off as a mystery, and to point to the no-promised-speed section of my contract. Were they stirred to look further by seeing my public comments here?
In this area, ISPs do not generally arrange that DSL will be multiplexed with a voice line, but it was not apparent from CapuNet's literature that this was so. As a result, I learned only halfway through the process that I would need to have a new physical cable between the computer room and the interface box at which the outside cables terminate. As it turned out, the need to get this new cable installed accounted for only a tiny portion of the time (5 months) that it took for the installation.
The router (SpeedStream 5260) provided by CapuNet failed after a few days of use, but they were prompt in replacing it.
Their terms of service prohibit me from networking other computers to the same line. This may become an issue, but it hasn't yet.
Here follows my log of this adventure; all dates are in 2000. XXX and YYY are people.
6/4 sent email to Capunet
6/5 their reply included app form in PDF, but PDF defective. I replied, requesting form in Word format
6/8 re-request
6/9 forms received. Email to them re ambiguity and Ethernet card recommendation
email back with different version of forms.
forms completed & mailed
Ethernet card ordered
6/12 some hangup in order of Ethernet card
6/13 their email confirming order
predicted installation "3-8 weeks"
Ethernet card order said to be OK
6/15 Ethernet card shipped as 1ZXX95350301431871
6/21 Ethernet card arrived & installed
6/22 telco visit scheduled for 6/29 per email from Capunet
6/28 XXX (301-881-4900 x 8020) of CapuNet called to remind me of telco appt tomorrow
6/29 Bell Atlantic never showed up
6/30 talked to XXX; will try to reschedule
7/13 left message, wondering
7/14 XXX called back; no news
7/19 Bell Atlantic showed up unannounced. Will be back tomorrow to string wire
7/20 they are at work
7/28 Covad visit scheduled for 8/3
8/3 no show. rescheduled for 8/8
8/8 Covad man here. Bell Atlantic line defective. Also, new cabling needed between basement and office. Called electrician.
8/31 electrician here. He needs a different kind of cable; he will call 9/11 or so
9/11 Bell Atlantic back. Noise is 14db (OK if less than 30), but one side of line is shorted to voltage source. Problem
found to be in cabling between house and central office; other BA techs will need to deal with it.
9/19 XXX called, to "confirm" BA appointment for today, said (falsely) to have been announced in email. Will try for first
week in October.
9/20 Covad email, offering to reschedule BA appt. I responded, suggesting 2-6 October
9/25 Covad email, advising me of BA appointment for same day (email sent in evening!)
9/26 I responded to Covad.
9/30 new BA appt for 10/3.
10/2 had phone message from YYY at Capunet, wanting to ask me something. Called him (301-881-4900 x8005), left
message.
10/3 BA here. They are sure it's OK now. Sent email to CapuNet, keeping them up to date.
10/6 Covad proposes installation date of 16 October; I responded with schedule of possible days. Now scheduled for morning of 10/18.
10/9 Wiring arranged with NEXUS for AM of 10/13
10/11 Message from NEXUS, deferring to PM of 10/13
10/13 call from NEXUS, deferring to AM of 10/16.
10/16 NEXUS here, but no outdoor cable in truck. That is what they need. They will be back tomorrow, 1400-1500.
10/17 NEXUS never showed; I was here from 1345 on. Email to Covad; spoke to YYY at CapuNet. He was to call back, but did not.
10/18 NEXUS here; cable installed. Covad now scheduled for 1 November.
11/1 Covad here; connected and working; download speed in the 400KB/s range.
11/5 Out of town since 11/2. DSL not working. CapuNet/Covad conference call without finding bug. Must call CapuNet tomorrow
to get appointment for site visit.
11/6 Called at appointed time; deferred 1 hour. Called 2 hours later; again deferred. They will call me to arrange tech visit.
Later: Tech visit scheduled for 11/8.
11/8 Covad here; swapped routers. Seems to be working again. This is the 158th day after my original call to CapuNet.
11/20 Speed about 210 up/60 down. Email to CapuNet, expressing concern.
11/21 No answer from CapuNet yet. Speed down to about 110/60. Later: they ran another conference call with Covad and me, without finding anything. They are unimpressed by the data (from this site) suggesting that I have the slowest DSL connections in the Washington area.
Comments:
 | next review in page (previous review)
Review by Tristan_Bostone
(review was emailed from domain discovery.com)
lodged 12.6 years ago
- Vienna,Fairfax,VA
- $49 per month
- (12 month contract)
- CLEC party: Covad
- "Not much"
- "Terrible tech support, couldn't bring up link"
- "A complete waste of three months"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I sent the following letter last week to the VP of Capunet's tech support. My
connection is still not up and my trouble tickets have been closed. My customer
service from them has been abysmal.
-----------
I am writing to express my extreme displeasure at the cavalier way I have been
treated by your company. I had an install date of Sep 22. On that day, Covad
came
to my house and plugged in the router and brought the circuit up. My link did
not come up. On Monday, I called your company asking for more configuration
information to ensure that I wasn't doing anything wrong on my end. I plugged in
the settings, and the link did not come up. At that point I was told that Covad
would
have to come out the next day.
Covad did not come the next day, as they were never called by your company. I
called back again and again and again. Each time, I was greeted with the same
response "are you sure your link's not up? Let's do a ping." On a few occasions
I was conferenced in with Covad who explained that they thought that there was a
misconfiguration at your company's end.
I have asked many times to have this issue escalated to a manager. I have
specifically asked that of at the very least, Bob and Julian. At one point I
called back only
to hear that my trouble ticket had been closed. Today, I just heard that my
second ticket was closed.
My link is still down, in fact, it's never come up at all. I was promised that
Covad would come out and check the line, they never did. I was told twice (by
Bob and
Julian) that this would be escalated to management. This never was. I was told
that the circuit would be "rebuilt". It never was. I was told numerous times
that I would
receive callbacks, only to end up calling again the next day.
I am completely dissatisfied with your company's handling of my Internet access.
I am asking that you solve the problem, or admit that you can not solve the
problem,
and give me a full refund.
Comments:
| next review in page (previous review)
Review by cmaguayo9
member for 12.7 years, 2 visits, last login: 12.5 years ago
lodged 12.7 years ago
- Silver Spring,Montgomery,MD
- $80 per month
- (12 month contract)
- "Can't think of anything right now..."
- "just about everything"
- "Shared Broadband with Covad.... hillarious..."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
To whom it may concern,
Boy was it a mistake to have fallen for a COVAD provider, in this case a
local company located in Rockville - CapuNet LLC --which I'd like to add I
have a complaint with the Better Business Bureau because of they refuse to
settles charges to my account--. This company sucks big time. First they failed to tell you both verbally and in the contract-- that COVAD uses rate adaptive lines,
another bs term for SHARED BROADBAND. Then Covad installers failed to show
up at your house, which was my other complaint. Then I have to wait
another week for them to come in.
I had signed up for a 1.5MBps line for $79. I am only 8400 away from the
CO. I know and I confirmed it with 4 other providers, plus I have taken
courses on xDSL technology at School that I should have qualified for this
line and get 80% of the bandwidth at least and that is approx. 1.2MBps.
Fastest speed I ever got with Covad/Capunet was 425Kbps, even after I downgraded the line to a 608/128 since Capunet said that they have had problems with 1.5MBps aDSL lines, still my speed never passed the 500Kbps mark, EVER..
See how bad this company is, I tried to do an ISP switch and that was another horrifying experience. Covad kept saying that CapuNet LLC didn't want to release the
circuit, at the end when I got really fed up with them I decided to cancel
the line, and that took another turn for the worst. I took these
self-indulgent pricks another 3 extra days. At the end I found out they
have the wrong circuit number on file. To add, CapuNet Customer Service as
well as the Management are rude and impolite. I had to e-mail the President
of the company to get a phone call back and settle matters, which they
didn't do on its entirely. They still owe me money back.
Now I have Northpoint sDSL with PSN.net. The best move I could have ever
made. Not only is my speed happening, is the fastest one out of the 3
companies I've had before plus is only $39.95. Plus I have dial-up back in
case of a down line. Plus PSN.net is a certified CISCO Network, plus they
use equipment you have heard of before, like my 3COM DSL bridge, love it.
What else can you ask for.
I just have one comment to say and this is for the VP of Sales of Capunet.
He told me that if I ever found a provider that would give me the speed I
wanted to let him know. His name is Roger Wisker.. Here is Proof Mr.
Wisker. I have a 784 line, get 720. How's that for all the times your
company patronized me.
Comments:
| next review in page (previous review)
Review by (hidden by request)
(review was emailed from domain erols.com)
lodged 13 years ago
- Severn,Anne Arundel,MD
- $49 per month
- (12 month contract)
- "none"
- "Poor coordination between Capunet/Covad/Bell Atlantic. Didn't return my calls"
- "This has been a ugly experience, Excessively long installation time"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I ordered my DSL line from Capunet almost three months ago. It has been a
miserable experience. Bell Atlantic has been here to my house 6 times. Covad
has been here twice and it is still not working. There appears to be a lack
of communication between all the parties. Bell Atlantic has been here more
than once to complete the same task. Tasks that have already been done. I've
emailed Capunet several times trying to get to take the next course of
action. These emails have clearly defined the status of the installation yet
service men appear to complete the same task more than once. I've left voice
mail for the President and Vice-President at Capunet. Neither
called me back. This has been a horrendous experience. The cable modem
people couldn't be as bad at this as Covad/Capunet and Bell Atlantic are.
Comments:
|
|
