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 Review by aalmolah 
Posted: 9.8 years ago
member for 9.9 years, 776 visits, last login: 6.4 years ago
 Boulder,Boulder,CO
 $229 per month (24 month contract)
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Wow, I am glad that I did not fall for PSN's trick, i have contacted them about 1.04 SDSL through NP, and I was dealing with MS. Teresa at the sales department, everything sounded great at the begining, everything I wanted she said that they will deliver! The price was too good to be true for the amount of service I was going to get! So I asked Ms. Teresa to please either Fax me or email me the contract that I am going to sign for the service I was promised to get! I was shocked when I found out that the 1st contract send to me was for a totally diffrent service, 1.544 SDSL with $299 per mount plus the Netopia router with is about $600 or so, and yeah no mention of the monthly plan charges instead, it was for a year pre pay. At this point I contacted Teresa, and explianed to her that thhe contract doesn't have any of the terms we agreed on, and that is when she promised that she will fix it and resend me the correct one! Again she send me the corrected contract with 1.04 SDSL but again no mention of the installments for the modem, but it wasn't there, I called her back and explained how signing such contract will be improssible unless I was a total idiot, and also mentioned something about the lawyer blood that runs into the family at this point she asked me how I want my contract to show and I told her what I need to be added to it, I also asked about a couple of terms to be added to it that will offer some protection to me if the serivce goes down for long times and she said that it's not possible, so anyways I told her , i'll be waiting for her contract and as soon as I see that all the promises are written on the contract and signed then I will send her the signed contract in flash, but instead I got an attached document in the email about inquiring static IPs, and that was it, by the way, this all thing started before new years and today is the 15th of Jan and still no answer from Ms. Teresa.
Anyway, I am glad that I didn't sign anything and never gave out muy credit card to them, i sensed the trouble from the 1st moment but as usual, i always assume the best from the people I deal with, but I guess they found out that I am way legal oriented and they really didn't want to deal with people who got Lawyers relatives! 
ok peace and I hope that I was wrong in here, but my conclusion is that they are a trouble maker and they are not willing to stand for their promises!
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Review by aryk
Posted: 9.8 years ago
(review was emailed from domain indigo-solutions.com)
New York,New York,NY
 Business customer
Contract price not specified. (12 month contract)
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Our experience with PSN.NET has been great. Their tech support is very
helpful and knowledgable and their customer service is top notch.
The best feature is flexibilty. We can host our own site or have them do it
for us.
AryK
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Review by gil
Posted: 9.9 years ago
(review was emailed from domain surfgate.org)
Bloomfield Hills,Oakland,MI
$89 per month (12 month contract)
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I've been screw up by Flashcom when after 10 weeks I gave up and I
canceled my contract and I'm still waiting for them to credit me the
$100. Not to say about all the crap I went through like mistakes in my
contract, bad follow-up, hang-up and delays when you call customer
"care", thus most of what is said about Flashcom is 200% true.
So after some research I did contact PSN.NET. These guys are much more
efficient and provides an excellent customer service and what I call a full IP service. What I like is the way they see the Net and the services associated with it. Basically they provide you a specific Bandwith and no contraints like most of the others ISP do. For instance, you can do Web hosting, mail service, NAT without being in conflict with your provider. For me that's a real
provider, they think IP not switchers.
I just signed up so wait and see.
Meanwhile, they already got back to me to keep me updated. Also they
offered me free Dial-up until I get hooked-up, this is great I can get
rid of the busy signals I used to get with MCI at peak hours and the
throughput is excellent, one of the best I've ever seen lately with a 56K modem. When it sounds really good, you see the difference.
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Review by scotty38
Posted: 10 years ago
member for 9.9 years, 147 visits, last login: 5.9 years ago
Scottsdale,Maricopa,AZ
Contract price not specified.
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My experience with PSN was good...they said it would take 4-6 weeks...
it took 5 weeks...My experience with David Parker was good....he had
everything in line all the way.....I ordered from Flashcom a week before
ordering from PSN....7 weeks no phone call!!!...PSN came thru for me...
I ordered 416k...but because im too far out...I could only get 200k'...
good luck in your bandwidth quests.....Scott
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Review by fro3
Posted: 10 years ago
member for 10.2 years, 134 visits, last login: 8.8 years ago
Pontiac,Oakland,MI
Contract price not specified.
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I too have had a bad experience with this ISP.
On September 14 I signed up for 160k SDSL service for $89 per month (non-prepay pricing) with a $178 deposit. I was told that it would take no longer than a month to get up and running.
A month later and no DSL. I called PSN to find out why I wasn't installed much less heard from them regarding my now delayed installation. I believe I spoke with David Parker.
He informed me that the person who originally sold me the DSL connection was not a DSL salesperson and therefore the pre sales information was not accurate. I told David that the delay was still unacceptable and would like him to look into it. He said he would contact Northpoint and get the status of my installation escalated.
I told David that I expected to hear from him within a week regarding the status of my installation. I also told him that if there were any other serious delays or missed dates, I would take my business elsewhere. His answer was that I signed a service agreement that made no mention of when the service would be activated and that they would hold me to my one year commitment.
A week later and no phone call. Over the course of the following month I attempted to contact David Parker to no avail. I was either sent to his voice mail or hung up on after identifying myself to the person answering the phone at PSN.
It is now November 26 and despite my credit card being charged $178, the two plus month wait, and the communications fiasco, I still do not have my DSL connection.
The following is taken from The Better Business Bureau National Information System on PSN.NET (»search.bbb.org/bbb/plsql/bbbweb.···720898):
"{PLANET SYSTEMS NETWORK, INC. AKA: PSN PSN Internet Services Planet Systems Network of America, Inc.} The Better Business Bureau reports on members and non-members. Membership in the BBB is voluntary and members must meet and maintain Better Business Bureau standards. If a company is a member, it will be indicated in the report. HISTORY OF THE COMPANY: This company has not responded to Bureau requests for basic information regarding its nature of business and the names and background of its operators. BBB Phoenix opened its file on March 4, 1997. R.C. Merritt is President, according to a complaint response he signed. NATURE OF BUSINESS: The company offers an Internet connection for varying fees and lengths of time. According to file correspondence, the company has a strict no refund policy. CUSTOMER EXPERIENCE: The Bureau has received complaints concerning billing disputes, overcharges and unauthorized credit card charges, malfunctioning equipment, unreturned phone calls, poor customer service and delayed or no refunds. The company has responded to some of these complaints although usually not to the customer's satisfaction. At this time several other complaints complaints remain unresolved or unanswered. Based on this information, the company's record is unsatisfactory. BBB COMMENT: Due to the lack of information on the company's officers and to the pattern of failure to resolve customer complaints, BBB of Phoenix advises caution when dealing with this company. As a matter of policy the Better Business Bureau does not endorse any product, service or company. Reports are provided solely to assist in exercising your own best judgment. Reports are subject to change at any time. {RCZ/rm 9/4/98}"
My review of PSN and the reviews of others would appear to strongly corroborate The BBB's report.
For those of you reading this who have been similarly burned by PSN's poor service and support, I urge you to contact the BBB, the Office of the Arizona Attorney General, and anyone who is considering doing business with PSN.
The BBB is located at:
»www.bbb.org/
And the Office of the Arizona Attorney General is located at:
»www.attorneygeneral.state.az.us/
Best of luck with your DSL connections.
Joe
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Review by Stache
Posted: 10 years ago
member for 10 years, 0 visits, last login: 9.9 years ago
New York,New York,NY
Contract price not specified.
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I had the (normal from the reviews here) excellent promises, excellent price. Paid for 1 year in advance (cheaper). Took them a LONG time to install. Told them upfront I wanted to host my web site on my box and they said this was no problem.
Took them WEEKS to get the router configured. No one called when they said they would. It finally all worked.
BUT WAIT, there's more.
I (mistakenly) powered down my router. Now my email and internet connection works, but no one can get to my web site. The techie I talked to (ROB) was downright NASTY to me. When I asked to speak to a supervisor, there was none. I was also told that if I wanted help with the router, I would have to pay for a consultant to look at it. I said that that didn't seem fair, since I paid for the service, they set up the router entirely without giving me software or any point of reference.
No on called me back EVER. Finally (after 3 weeks) I gave up. I called and said I would pay $100/hour for them to fix it. ROB said that someone would get back to me. They STILL have not called or fixed the problem. I called yesterday and they hadn't gotten to it.
There doesn't seem to be any log of problems, because it is always new information to them.
I strongly recommend to go elsewhere, no matter what they promise you.
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 Review by aleinss4
Posted: 10 years ago
member for 10.4 years, 186 visits, last login: 4.9 years ago
Milwaukee,Milwaukee,WI
Contract price not specified.
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I sent an e-mail regarding availability in my area. It's been over a week and no phone call, no e-mail. This is the first DSL provider I have contacted that doesn't seem to be interested in selling it's DSL services.
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Review by jmklein
Posted: 10 years ago
member for 9 years, 117 visits, last login: 57 days ago
Schaumburg,Cook,IL
$79 per month
 Ameritech
CLEC party: NorthPoint
 "They're going out of business, finally!"
 "You imagine it, they've probably done it."
 "Sad to see just how much money they've taken their "customers" for..."
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Sad sad company to deal with. A tale by Jordan Klein.
1. The orignal sales rep I dealt with told a great story. He offered the sun, moon, AND starts for my $. I was quite impressed with the deal I was getting on their 784K SDSL service. Free router (Netopia R7100-C), 32 static IP's, no install charges. All for a great price of $179/month. Of course, I signed the contract!
2. Find out after a week of not hearing anything from them, the sales rep had been fired for lying to customers (like me).
3. New sales rep. So sorry, but I can't 784K. Best I can get, at my distance, is 416K. I talk him down on the price to a reasonable level. They had the 416K service selling for only $10/month less than the 784K.
4. I sign contract, and give my credit card number to them so they can bill me for 2 months advance service, BEFORE they will even start the ordering process. It's their policy, after all.
5. Instead of being billed for $250 ($125/month x 2), I find they've billed for $459! An angry call, more apologies. Accounts people didn't update their records to show that I'm getting 416K service, and not 784k. They claim it will be 4-5 business days to credit my card. Not happy, but what can I do?
6. Month goes by. No FOC from local telco yet. Why? No idea from PSN. They check, but get no answers from telco. Finally, they get a date for the following month. Once again, what can I do?
7. Another misbilling. Their account department didn't seem to notice that I'm not a live customer yet, and my service hasn't started. Yet, they bill me for what they feel to be 3rd month advanced payment. Another angry call. More apologies. Another 4-5 business days to get this fixed.
By this point, I decided that I didn't want it anymore. I've already got cable modem, and I was planning to switch due to reliability problems (I'm a telecommuter, and reliability is KEY to me). It gets better. I *CAN'T* cancel unless I'm willing to lose the 2 months advanced that I paid for! That's part of the contract I signed. I attempt to escalate to someone higher than my sales rep. I CAN'T! He says that he reports directly to the CEO, and that the CEO will *NOT* speak directly to customers! Basically, I get bent over my desk by these idiots. Forget that they can't do ANYTHING right on their end. I'm stuck. After a lot of swearing and fuming, and a LONG lecture to their sales rep about business practices, I decide to give it another shot. My mistake, I guess.
8. Local telco comes out and does outside work. Everything seems fine. Next day, I get a call from Northpoint about doing my inside wiring in 2 days! I'm actually smiling for a change.
9. Northpoint tech arrives. Very nice man. He worked 30 years at the telco, retired, and then went to Northpoint. Tells me that there's NO way that I'm as far from the CO as PSN told me. In fact, I'm MUCH closer than I would've dreamed. Says that he tests end to end with Northpoint at CO and that I can reliably get 1.04MB service. I immediately call PSN and upgrade.
10. Next, PSN tells me there's a $150 charge for the upgrade, but the money's for Northpoint, not themselves. I tell them that Northpoint had better eat it. It was NORTHPOINT who said I was too far from the CO to get decent speed. I'm upgrading because they were wrong. He agrees and goes off to deal with Northpoint. This was in early October.
11. Late October, still no upgrade. Still no working service. Can't get the router to work with PSN's router. Their idiot techs don't know how to work with their own equipment. Finally, after many false starts, they determine that the configuration I want just isn't possible with the Netopia router. Now, I need a Flowpoint router/bridge, instead.
12. I call sales rep to get router swapped out. Told that it'll cost me $50 to do so. I'm angry, but, what can I do? I agree. I tell him, IN NO UNCERTAIN TERMS, that I want the router the next day. He says not possible, but the day after that (saturday), I'll have it. I fume, but agree.
13. Sales rep calls me later that day. "We've got a problem". I'm not qualified for 1.04MB service, AT ALL. I'm too far from the CO. I tell him that's BS, and that the line tech, WHO KNOWS EXACTLY WHERE MY CO IS, says otherwise, AND TESTED THE SPEED. Sales rep says that line tech was wrong, and that Northpoint says it can't be done. He even forwards me email from Northpoint about this (the email was internal, and obviously never meant to make it into MY hands). Sales rep tells me that they tested 1.04MB, and it failed. He said they also tested at 784KB, and it too failed. I'm stuck at 416K. I tell my rep that I want to talk to a tech at Northpoint, as I don't believe that their information is correct. I'M TOLD THAT I CAN'T. If any Northpoint tech talks to me, he/she could lose their job. Talk about more stonewalling! I either talk to my sales rep, or NO ONE. I can always talk to the techs, but they can't help me here.
14. I check my router's logs and guess what. They DID test at 1.04MB. My router shows that it resynched at that speed. But, NOWHERE in the logs does it show any attempts to sync at 784K. LIED TO AGAIN! Of course, I cut & paste the entire log into a text document for my records.
15. Saturday comes and goes. No new router. Monday comes and goes. No new router. It finally shows up Tuesday. It wasn't even shipped until Monday.
16. At this point, I'm through with PSN. I have not even attempted to hook up the new router, nor will I, no matter how curious I am about whether it'll work or not.
I am going to fight them about getting my money back. It's been over 2 months, and they have not been able to meet the terms of their contract with me. For one thing, the contract stated that they would use a Netopia SDSL router, not a Flowpoint. I may be nitpicking, but the Netopia has a built-in firewall. The Flowpoint's costs $250 extra, which I'd have to pay for.
As far as I'm concerned, with all the lies, lack of promised callbacks (they almost NEVER call when they say they will), broken promises, misinformation, stonewalling, I'M THROUGH WITH PSN FOREVER!
PSN *WILL* refund every penny I've spent on this miserable non-service. If not, I hope, for their sake, that they have a better legal department than they do for sales and support.
Update on 1/16/01 for those who care:
I never got a dime back from PSN. I'm glad they're going away. I hope their managers never get jobs again, except maybe at McDonalds. I have long since moved to California and am currently with Speakeasy.net. I just signed on with them so it's too soon to say how good they'll be, but so far I'm pleased.
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Review by lcoates
Posted: 10 years ago
member for 10 years, 0 visits, last login: 10 years ago
Wakefield,Middlesex,MA
Contract price not specified.
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My initial impression of PSN was quite good. They seemed to provide very good value for the money. Their pricing is excellent in comparison to some other isp's I've looked at. They are ranked among the top 5 on CNET consistently, and were ranked number one when I initially came to them to set up my DSL.
A few weeks into the process I began to get nervous as I hadn't heard from anybody. The 30 business day install that they had estimated when I signed on was nearing and I wanted to be sure that was accurate. So, I called them. I spole with one of their senior account reps who told me that they were being held up by the local phone company. He also told me that if the problem wasn't resolved within the next week that he would escalate the issue to their CEO. This did indeed happen and the matter was handled just as I was told it would be.
My issue with PSN is that they gave me an estimate of 30 days upon signing of the contract and I am now at 100 days and I still have no DSL.
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Review by
Posted: 10.1 years ago
(review was emailed in)
undisclosed location
Contract price not specified.
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The worst DSL provider in NJ area. They change the price in one week and saleman does not want to respond. They don't want bussiness period.
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PSN Internet Service
