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Review by ravencef 
Posted: 5.3 years ago
member for 5.3 years, 4 visits, last login: 3.7 years ago
 Morris,Grundy,IL
 $66 per month (12 month contract)
 Ameritech
CLEC party: Focal
 "Good speed for loop distance"
 "Very, very bad communication and service"
 "Felt cheated"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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I used Inforamp (now Anet) for almost 2 1/2 years.
Good Points -
1) Install and service was activated promptly.
2) 12Kf loop was providing 1.2Mb up and 500Kb down. Good speed.
Bad Points -
1) Repeated outages over the last two years have totaled over three weeks of down time. The worst was due to a record error on Anet part. Service was installed as a dry loop. (No POTS service) This was not documented and my service was disconnect for two weeks while SBC/Ameritech reinstalled.
2)I've asked several times for a credit and never received one dime.
3) Tier one support, does not listen to the customers. On some occasions the customer may know what he's talking about. I should never have to get in a shouting match with tech support trying to convince them I have a dry loop with no SBC POTS line number attached.
3) It took an e-mail threat to get them to lower my rates from $89.00 MRC to $66.14 MRC. Now I see its $49.95 (+$5.00 Static IP) and again its they were overcharging me, compared to new customers. I should not have to ask or threaten to get the best rates as a loyal customer.
4) Repeatedly, I was told that I could not get even one additional e-mail account without a charge. (Comcast gives 7 (SEVEN) with normal service...) I think they need to start paying closer attention to the competition.
5) I pay quarterly. $198.42 per bill.The last bill was 7/1/04. I asked to have my service disconnected at the end of the billing cycle. Today is 8/10/04 and at 5PM my e-mail account was deactivated. Service should last until 10/1/04, right?!?!
So...
7 days outage at $2.96 a day. Never refunded. Owed to me - $20.72
14 days outage at $2.20 a day. Never refunded. Owed to me - $30.80
Service terminated 51 days early at $2.20 a day. Owed to me - $112.20
The way I see it. The honorable thing for Anet(Inforamp) to do would be to refund my charge card in the amount of $163.72. From past expierance, I have not seen much honor in their actions.
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Review by Phlerb
Posted: 5.7 years ago
member for 7 years, 8 visits, last login: 5.7 years ago
Oswego,Kendall,IL
$34 per month (12 month contract)
 about 42 days
BellSouth
CLEC party: BellSouth
"They tried"
"They lied"
"stay away"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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I decided to go with ANET since they were the only service offering an upload speed of 768 kbps (1.5 Mbps down) in my area for a resonable amount ($19.95 for the 1st 3 months, then $39.99 for the next 9).
I asked them to set up service around the 18th of November, when we moved into our new construction house. It took over 5 weeks to straighten out the mess that was SBC and their DSL service out here. Supposedly SBC input some code wrong in the computer that would not allow them to release the line to a different ISP for DSL. It took 5 weeks to track down and change the one input line of code in the computer to allow ANET to set up the DSL.
Once that was changed it took another 2 weeks (total of 7 weeks now from the initial order) to get my "Welcome Package" from ANET that included the DSL modem, so I could connect.
Once I did get connected I found out that the email address I had told every one (xxxx@anet.com) was not my email address. It actually was xxxx@theramp.net, since ANET recently purchased InfoRamp. Now I have to resend out emails to my friends that the previous email address is not correct. 3 email addresses in 3 months. Fun!
The download speed is appropriate for me being only 4999 feet from the RT (I get around 1100 Kbps). My upload speed though is only 136 kbps or so. It turns out that they only offer the higher speed through their MCI lines, and not the SBC lines, and since I only had access to SBC lines, I was provisioned at 256 kbps, though no one told me this until I did some research and lots of phone calls. The contract states that they only offer _UP TO THE SPECIFIED SPEED_ and even though I theoretically should be able to get whatever I want, since SBC throttles their lines to no more than 256 kbps up, then I too am stuck at 256 (or 136 kbps). So I am getting 1/6th the speed that I paid for and was advertised with as far as I can tell, no recourse.
The real kicker is that I had SBC Yahoo! at my old place and could have transferred it for $25 and get the same speed I get now for the same price, but been able to keep my old email addresses!
My best guess is that I have made around 45-55 phone calls and spent around 10-15 hours on the phone and on hold trying to resolve the various problems and issues with getting this service set up.
Other problems:
1.) you can not access the outgoing mail servers (SMTP) unless you are on their network.
2.) Not many remote dial in locations (I am a pilot and on the road quite a bit).
3.) The line seems to 'hiccup' often and this drops me off of some servers in the middle of downloads.
The only upside is that Annie O'Neill, the sales rep I dealt with the whole time really did put in a lot of effort to get the service running. Though I think after all the mess and problems I have had and the lack of information regarding the upload speeds versus line carrier I should be able to cancel my service without the early termination fee they want to impose ($200).
Anyone have any ideas as to the legality of the contract and the information above?
Here is the relevant parts of the contract:
"InfoRamp agrees to provide Internet DSL service (w/speeds up to 1.5Mb/768K) to the customer listed below under the following terms:
1. This agreement shall commence on the date of installation and continue for a term of one year.
2. The customer agrees to pay the following non-recurring charges:
i. $00.00 Activation Charge.
ii. $00.00 Ethernet Modem
2a. The customer agrees to pay the following monthly recurring charges:
i._________$19.95__________ -- Monthly DSL Service (First 3 Months)
ii.________$39.95__________ -- Monthly DSL Service (each following month)
ii.__________ __ ___________ --
3. The customer may terminate this agreement at any time by notifying InfoRamp in writing. If cancelled prior to the term of this agreement the customer agrees to pay InfoRamp a $200 early termination fee."
as an aside, since they couldn't get their computers to take the different pay rates, they averaged out the cost as $34.95 for 12 months... yet another call to figure out why my bill was $74 for the 1st month, and not the stated $19.95 plus taxes.
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Review by daragh
Posted: 6.6 years ago
member for 6.7 years, 37 visits, last login: 6 days ago
Arlington Heights,Cook,IL
Contract price not specified.
"None."
"Website blackouts, loss of connectivity frequently."
"AVOID AT ALL COSTS - MIGRATE ASAP"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
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ANet seems to be getting worse. The company I am consulting at had a dialup with them (it's a really small company) as well as a website.
They weren't offered a contract or SLA at signup, which was all word-of-mouth, so they basically have no rights.
The dialup fails for periods of up to 24 hours (we're in a 48 hour blackout right now) about once a week.
The website is down frequently, about two or three times a month (their own website is down right now) - they keep blaming the 'IIS Metadata', and are apparently constantly rebuilding their machines. I am skeptical.
The experiences I have had with their support had always left me with a bad taste in my mouth.
Their billing department ordered the site to be brought down at one point due to a billing issue, which was a mistake on their part. (I.e., there was no billing issue at all)
We're moving to Speakeasy.net ASAP. I suggest you avoid this company at all costs.
Oh, and I forgot to mention that a COVAD installer told me that they REFUSE to deal with ANet anymore (as of mid 2002, I guess).
Caveat Emptor "Let the buyer beware"
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Review by hamguy
Posted: 9.1 years ago
member for 9.1 years, 84 visits, last login: 1.4 years ago
Naperville,Dupage,IL
$49 per month
"None"
"No sense of customer service, period. They don't care about you!"
"My worst experience so far!! 3 months and no DSL service is completely unacceptable"
| Pre Sales information:
Install Co-ordination:
Value for money:
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These guys are the worst!! If you value your time and money, DO NOT ORDER DSL from these guys...take your business elsewhere!!
Before I ordered the service, I did quite a bit of research
on DSL-Reports to find a good ISP who will provide me great
customer service, a good quality DSL hookup, and within the
shortest possible timeframe. Although I had several options
in the area that I live in, I picked ANet considering the fact
that since they are locally based, and smaller, they would respond
better to me, and would provide me with good customer service.
I guess I made a very bad mistake of picking them. Here's what happened.
I place the DSL order around June 15th. ANet takes down all my info
over the phone, and tell me that it takes anywhere from 4-6 weeks for
the complete install.
I dont hear anything back for a month (no calls, emails, nothing!), so
I call ANet around July 15th, and as usual I have to leave a message. When
someone does finally return my call, and I am told that Ameritech could not locate my address because the person at ANet who took down my
address did not put in my apartment number. Hence Ameritech had cancelled my order. WHEN WERE THEY GOING TO TELL ME ABOUT THIS? If I had'nt called they probably would never have. I was very annoyed, but I decided to let it go, and ANet had to put in a new order.
I dont hear anything back for another month (??!!), so I call ANet around
August 19th, and I am told that they are still waiting for Ameritech.
August 31st (2 1/2 months later!), the guy from North point arrives and sets
up the modem, but can only connect from my apt to northpoint...the connectivity from Northpoint to ANet does not exist. He tries calling the phone number that
he has been given, gets nowehere (figures, since no one actually can with these guys!), and finally leaves asking me to contact them directly.
I call ANet same day, and I am told that Northpoint has all the routing info wrong (hmm..., I wonder who goofed up here), and that a problem ticket has been opened, and it takes 72 hrs (3 days) to get it fixed
I WAS STILL WAITING 3 WEEKS LATER FOR MY CONNECTION. I called them several times during those 3 weeks, and people take their own sweet time returing them, and when someone does, they talk like they are doing you a big favor. When asked what the status of the problem ticket is and why it is taking such a
long time, they put on an attitude and tell you they are doing whatever they can and that's it...I have no choice but to just sit tight.
Since I was getting frustrated and annoyed at being treated like this, and getting absolutely no useful info from ANet, I called Northpoint directly at the General number listed on their website. They were very courteous, and understanding, and were totally surprised when I told them that it was 3 months
since I ordered service, and that I did not have a clue why it takes this long, and why after 3weeks after Inside Wiring, I was still not connected. They said they would get to the bottom of it, and I was transferred to Inside Wiring, and then Pre-Installation Support, and finally Post-Installation Support. I was talking to the technician there, and she told me that there was no trouble ticket opened for my order (what now!), and she was going to conference in ANet immediately. She then brought an ANet technician on the line.
Needless to say, I was annoyed that no mention of the problem ticket not existing was made at any time for the last 3 weeks, and I basically demanded to know from the ANet tech why my calls were not being returned, and when the ANet guys were going to figure out that no trouble ticket existed. At that point the technician actually threatened to cut off my service if I called Northpoint directly again. This is insane!! First I wait 3 months and put up with all the screwups all along, and now I get threatened. I told him that I was tranfered to Post-installation support from Northpoint cusotmer service because they were concerned that my case was not being handled properly, and that I dont like to be threatened. The entire conversation should be on Northpoint's recording of the call.
I was annoyed that these guys were now threatening to cut off my service even before I had it. And, did I want to put up with the pathetic customer service for anthoer year, and be at ANet's mercy? No thanks!! I told the tech that I did not like threats, and asked him to cancel the service right then. I then sent a message to the guy that monitors this website from ANet. He was totally unsympathetic to my case, and he had the nerve to tell me that I WAS RUDE to his technician (I see a pattern here based on the other posts on this site).
What nonsense! Do these guys expect me to be the model of patience after the numerous screwups along the way, and after putting up with all the incompetence for 3 months? Of course, I was annoyed, and as the customer paying for the service, I demanded to know what was going on. And on top of it all, I cannot sit quitely while someone threatens to cutoff my service.
The guy who monitors this site from ANet then sent me a message (in reponse to mine) telling me that that the problem with my account was that they had me configured for the wrong type of network. That is an outrightly false statement. The ANet technician himself said on the conference call with the Nothrpoint technician that they had goofed up and placed the trouble ticket on
the wrong order...there was no network type goofup. He also said that I should not call Northpoint directly. Why not? I dont think ANet can prevent me from
calling the general number to Northpoint listed on their website. Also, if Northpoint had wanted they could have told me that I was not supposed to call them directly, and asked me to call my ISP. But they did not, and instead they were going out of the way to help me resolve the situation. Furthermore, it took me exactly 1 hour to figure out what the problem with my account was whereas even after 3 weeks after indisde wiring (let alone the 3 months), I saw no action from ANet. They probably did not even look into my case. When I confronted him with this info, he replied (email) and told me that ANEt did not care about losing me as a customer. This tells you something about the values they have at ANet.
I have since then placed the order with another ISP, and believe it or not, I have received my Inside Wiring date which is exactly 2 weeks after ordering my service. And they have one of the best customer service that I have seen in this business. I was kept informed about progress every 2 days, and they are responsive to my phone calls.
Finally, I have'nt seen any new posts about these guys on this site. That probably means that no one who uses this site orders new DSL service from ANet.
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ANET Internet Solutions
