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Review by mpmcmahon 
Posted: 8.7 years ago
member for 8.7 years, 4 visits, last login: 8.4 years ago
 Darien,Fairfield,CT
 $189 per month (12 month contract)
 about 40 days
 Southern New England Telephone
CLEC party: Covad
 "Service is very reliable, browsing and up/downloading are much faster than dial-up"
 "no bad points have presented themselves yet"
 "excellent value, slightly more expensive than dial-up, much faster"
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Our biggest fear going in was the migration process. Our company had experienced a web/e-mail outage for about four days the last time we switched ISP's.
Starting with Christopher, our sales rep, all the way to Bernard, the techie, the migration process was seamless and painless. Intercom dealt with our local Bell (SNET), which is not an easy task. They coordinated with Covad, and then walked our computer guy through the configuration process. They also worked with our former ISP to ensure smooth domain transition. We had about five minutes of downtime during the entire migration and we did not lose any e-mail.
It is still early to judge the service itself, although the speed and reliability have been great to this point. As a company, I give these folks very high marks. Phone calls are always promptly returned and questions are quickly answered. Their follow-up is excellent as well.
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Review by MikeyMiller
Posted: 8.7 years ago
member for 8.7 years, 2 visits, last login: 8.2 years ago
Philadelphia,Philadelphia,PA
$289 per month (12 month contract)
about 120 days
"Personable experience.. Sales staff very knowledgeable"
"too many different vendors, bad communications between them all"
"Once the kinks of the install were worked out.. The service itself has been fabulous."
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Working with Zeeshan and Ilana made the bad times bearable. They made sure i knew the status of what was going on at all times. To me, they are InterCom. Thanks.
Michael Miller
I.T.Sys. Admin.
Planned Parenthood SE PA
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Review by Morea Agency
Posted: 8.7 years ago
member for 8.7 years, 1 visits, last login: 8.7 years ago
Bronx,Bronx,NY
 Business customer
$129 per month
Verizon
CLEC party: Covad
"We are happy with the speed of the connection and the good service provided to us by our reps, especially Andy Crouppen."
"Because it seems that so many different companies were involved in our connection, it took a long, long day to connect."
"So far, so good!"
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Read above.
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Review by (hidden by request)
Posted: 8.7 years ago
(review was emailed from domain ilectric.com)
Scarsdale,Westchester,NY
Business customer
$169 per month (12 month contract)
"The sound nice"
"But they are not good"
"They are not responsive"
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I waited for over 2 1/2 monthes for them to set up my adsl line. They never did anything. They never called. Intercom is a waste of time.
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Review by Joe236
Posted: 8.7 years ago
member for 8.7 years, 68 visits, last login: 15 days ago
Fort Smith,Sebastian,AR
Business customer
Contract price not specified.
"Told the service was in my area"
"Calling to place order and they say oh.....maybe we were planning to install that area at one time."
"They don't know whats going on."
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Called in around the 23th of January and talked to the sales rep. and said I did a check on your website to see if I qualify and I do. He checks and can't determine if I am or not so he takes my name and number to call back and let me know after he talks with his local people down here he says. I get an email on the 26th telling me that my location has great speed options and to call him back to place the order and get a quote. Upon calling today he tells me that maybe there were planing to wire my area and have since stopped.....that sounds odd as he was willing to tell me that it would take about 30 days for my DSL to go live. Bottom line is their website says one thing, their sales people say another thing, and their local people they check with have no clue. Or something along that line and I thought SWBell was bad.
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Review by eli_mtm
Posted: 8.7 years ago
member for 8.7 years, 1 visits, last login: 8.7 years ago
Arlington,Middlesex,MA
$104 per month (12 month contract)
about 55 days
Verizon
CLEC party: Network Access Solutions
"Competent once they're here."
"Uncoordinated, unresponsive, and poor at troubleshooting problems."
"Think twice."
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We signed up with Intercom based on the good reviews that we saw here on DSL Reports. Unfortunately, our experience was pretty miserable, and while many of the individuals we talked to at Intercom and NAS (the subcontractor that handled the installation) tried to be helpful, in the first two weeks we had periods of being down every day, and for 7 days we were completely down. We also had a hellish time with reaching the technical support people, and as a result had no idea when, if ever, our service would be back up.
Our problems with Intercom (and with NAS) started when we were trying to get the line installed. After waiting for seven weeks when we had been told it was "3, 4 at the outside," they told us they would send us a tech on a Monday. No one came. We called, they apologized, and said they would send one Tuesday. No one. Wednesday. No one. Wednesday night. We actually were planning on staying late just so that we could let the tech come in and do what he needed to do. They cancelled on us. We told them if we didn't see them Thursday morning, we would be very, VERY upset. Finally, on Thursday morning, XXXXXX showed up and did the install. He told us that all we should have to do is plug the router into our hub and we'd be all set, and then he left.
Well, that didn't work. We called tech support, and found out that we had been entered as the wrong type of account, and that they would have to reconfigure our router remotely. Finally, around 2 in the afternoon on Thursday, our DSL was set up.
On Friday and Monday, there were several short outages. The pipe was functional, but the DNS server wasn't working on the other side, and so we couldn't use the web. I placed several phone calls to tech support, who, although it was usually the middle of the afternoon, were rarely at their desks. My voice mail messages were never returned, and we never did find out what was wrong.
Tuesday, we came into work to find that DSL was down again. After spending some time leaving messages for tech support, I finally reached XXXXX (the supervisor of the tech team), who told me that it seemed like it was a problem on NAS' end. He told me he would call back when he new anything from them about how things were going.
Assume, from this point on, that no one returned any of my MANY (10+) phone calls or got back to me unless I explicitly say so. I talked to a number of the techs, all of whom were helpful enough once we got them on the phone. One in particular was pleasant to work with and seemed to grasp the gravity of the situation.
The upshot, when I called NAS after four days of frustration dealing with Intercom, was that the trouble ticket NAS had opened after being contacted by Intercom was closed, without any apparent action. They (NAS) reopened a trouble ticket and told me they would get on it.
On Thursday, they told me (and bear in mind that this whole time Intercom was apparently under the impression that NAS was dealing with this, although they didn't appear to check to see if this was actually the case), that it was a Verizon problem in their office and that it should be dealt with by 4p Friday.
On Monday, DSL still wasn't up. I called NAS, and they ran a couple of quick tests and concluded that it was a problem on our end. I still don't understand why they couldn't have done this the first time I called, at this point almost a week ago. They dispatched a field technician, ZZZZZZ.
On Tuesday ZZZZZZ arrived, happily two hours early. He spent a while fixing the problem and was very professional and friendly. Right now, we have service.
The upshot is this: the Intercom tech staff failed to troubleshoot the problem properly to begin with, dropped the ball with NAS, and cost us almost a week of internet down time. Although our sales representative refunded some of that time, it still greatly reduced our productivity. Many of the techs at Intercom seem to be competent and friendly, but as far as I can tell they simply can't or don't document or follow up on or coordinate their actions in any way.
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Review by niceguys
UPDATED: 8.7 years ago
member for 8.8 years, 17 visits, last login: 5.4 years ago
New York,New York,NY
$189 per month (12 month contract)
about 90 days
CLEC party: Covad
"They seem to be trying harder."
"No 24/7 support. When Zyan DSL filed bankruptcy they had trouble."
"Service is ok but could be more attentive."
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These guys have been doing a good job for the past 9 months except for one minor and one major outtage. On the bright side, we consistently get higher throughput speeds than our 384 SDSL line is rated for using DSL reports online testing tools.
My question is, with DSL costing almost as much as frame relay or fractional t1 line, why is it is so much less reliable? I don't think this is a problem specific to Intercom but rather with the industry as a whole. One time, when Zyan declared bankruptcy, our service went DOWN FOR SIX FULL DAYS! There was no way for us to get online other than dialup. And because of some weird COVAD regulation, they wouldn't let us switch service providers either. Oooh!
I don't know if Intercom could have had a contingency plan for this extended outtage, but we suffered during that time. Afterwards, they gave us credit for the six days that we were off line. This is the least they could do especially since they expect us to pay three months in advance. From now on I am only paying on a monthly basis. When Zyan had trouble, the Intercom people were understaffed and not answering the phones. But now that things are back to normal they seem to be doing a good job. I guess they should thank Covad for the no-switch policy.
So, Intercom seems to be mostly reliable except when they're not. They are quite nice about things like putting in DNS entries for us, and adding POP accounts. So far, they have not charged us any additional fees for DNS entries or POP accounts which is a real perk for companies like mine.
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Review by Dbe
Posted: 8.8 years ago
member for 8.8 years, 5 visits, last login: 8.6 years ago
Kenosha,Kenosha,WI
$65 per month (12 month contract)
Ameritech
CLEC party: Covad
"Talk-Talk-Talk"
"They Dun't Know"
"Do not live up to their claims!"
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STAY AWAY from this ISP!!!
The initial service was great, however, I say stay away from this ISP. Intercom
states, "...every client receives individualized attention from specialists
trained to provide efficient, valuable, and responsive support." (See the claim
at: »www.mydsl.com/customer/index.html) This simply is NOT TRUE.
I paid for a full year in advance and only had service for one month before one
of the businesses they were partnering with went bankrupt (Zian). There was no
notice that service would be interrupted. I called multiple times (at least two
times a week) and NO one returned the call. No one seemed to know why I did not
have service, nor how long it would be before service was restored.
There seemed to be no communication between departments. Technical support
stated they could not get me reconnected. Sales sent me a form to restore
service in e-mail with a deadline of that day to get service restored. I asked
technical support if this was true, the answer was NO. Sales called the house
later wanting to know if I wanted to sign another contract not even checking to
see if service could be provided. Mass confusion at this ISP. Where is the
"individualized attention" let alone the "Specialists?"
The real kicker is Intercom said they would refund my money. Two months after
service was disconnected it is still not refunded. Two weeks ago it would be
refunded the end of the week. Today, 01/30/2001, they said the end of this
week. I do not understand, they do not give individualized attention and they
do not keep their promises!!!
How can this company continue to claim to offer good service? Why are they
still in business? Good service is not just spoken, it is delivered to the
customer.
Glad I signed up with Road Runner. Same day installation, no paying for a year
in advance, and truly efficient staff!!!
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Review by robert9
Posted: 8.8 years ago
member for 8.8 years, 1 visits, last login: 8.8 years ago
Green Cove Springs,Clay,FL
Business customer
$700 per month (12 month contract)
"very fast ... 2 way satellite ... works anywhere!"
"a bit expensive ..."
"very fast ... and a bit $$$, but if you need the speed, its well worth the $"
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Zeeshan Haider has been my sales rep and contact at intercom ... he always replies (usually within 1/2 hr) to my emails ... and is very professional. I had some trouble with the people down here in Mexico for my installation dates, etc, and he took care of it quickly! The service has been very good, and the speed is incredible (almost a T-1 line), whereas there is only 1 T-1 line for the whole town where I live! (Puerto Vallarta Mexico).
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Review by
Posted: 8.8 years ago
(review was emailed in)
New York,New York,NY
$457 per month
about 40 days
Verizon
CLEC party: Network Access Solutions
"Seemingly Friendly pre-installation sales dept."
"Connect down 15-20 times a day, no customer support help whatsoever!"
"Do NOT pick Intercom if you want a service that actually stays online!"
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Before getting the 1.5Mbps up/down SDSL line from Intercom, I had a 7.1Mbps ADSL from Verizon. The pre-installation sales team was very friendly, and Verizon came within 30 days of placing my order. When Verizon came, they informed me that my phone box was full, and instead of installing another line, they took out my existing 2nd phone line AND My ADSL line to install this new SDSL line. There goes my internet access until Intercom can get a NAS person over here to configure everything. Well, he came a week later and extended the line and gave me my router, and at this point, NAS ordered my IP addresses. They informed me that it would take 2-3 weeks to get the IP's. Needless to say, I was not very happy with this due to the fact that I did not have my ADSL line to fall back on. The IP's came within a week and a half, however, they only assigned me 1 instead of the 8 I had ordered. I called Intercom, and they said I would get additional IP's by friday (this way tuesday, about 40-45 days after ordering my line). I called on friday, and Intercom said they would call me back a little later with my info. I then called NAS to try to get my IP's. Instead of 8, they assigned me 13, which is not such a bad thing. It was at this point the real nightmare started.
Approximately 15-20 times a day, the 'WAN' light on my router starts flashing due to a signal failure. And this goes on for about 5 minutes. Sometimes I cannot access the internet for longer periods. I have opened a trouble ticket with Intercom, and they have not gotten back to me ONCE with any information regarding this problem. I called NAS MULTIPLE times and they said they reset my hard twice and bouned my signal to try to alleviate the problem, however, this did not help at all. I really do not think I should be paying $457 a month for a line that is 0% reliable. I host several webpages on this line and I cannot have it go down so many times in one day. It might not be so bad if only I could get some kind of support from Intercom, or NAS could fix my problem.
At the end of the story, I would have to say if my line is still unreliable after a week, I will have to take my business elsewhere. If you want a reliable internet connection, stay away from Intercom and NAS!
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Intercom Online Inc
