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Review by michael.pitogo
Posted: 9 years ago
(review was emailed from domain mvbms.com)
 Jamaica,Queens,NY
 $59 per month (12 month contract)
 Verizon
CLEC party: NorthPoint
 "Always and and relatively fast"
 "bad tech support"
 "once setup good luck you're on your own."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
For one thing if you were a tier1 ISP you would know that spam is not coming
from me and would let me know what is going on before you disconnect my
account. Unauthorized activity did not originate from my network, that
includes the spam and abuse I have been through. Second there is no open
relay. Even if there is one now I can't test it because I need to reach my
network externally and see if i can relay an e-mail through my smtp.
Please forward the following to your tier3 person in charge of spam and abuse.
I have extracted 2 headers and 1 body and a portion of my log file from the
smtp server. All of the spam e-mail originate from the ip found in the 2
headers, all of the spam e-mail contain some bullshit lender html form. If
you wish i can tar up my entire queue that was not allowed relay and send you a
copy. You DONT know how much this person pisses me off as well as what psn has
done to turn off my access with out letting me know. I really want to nail
this guy so badly you have no understanding of my frustrations! I have also
been been in contact with another ISP MegaPath networks, they can do a North
Point ISP switch over in about 7 days because I already have the sdsl line
installed. At this rate what do I have to lose?!?!?! Yes I do have to play
double but with their tech support answering call yes and actually answering
call and 24hrs a day how bad can that be. Trying to call psn for tech
support.... waiting for hours and getting hung up on 3 times before I even get
to talk to a warm body, in addition to the fact that to even getting to talk to
a warm body requires at least 1 hour of listening to the coyote on the smooth
jazz vs going to the dentist and getting my teeth pulled with out Novocain,
well I rather do the latter.
The day I found about the spams hogging up the queue on my server waiting for
my (sysadmin@pitogo,com) interaction allow or deny, I immediately sent out
e-mails to the sysadmin at each of the networks I saw the e-mail coming from.
Namely the 4.4.179.0/24 network. At the time I didn't have my sniffer on. In
addition to the e-mails sent out I also put an IP filter on my firewall to
block anything from the 4.4.179.0/24 network (some ppp group) and archive my
log files and all of the spamers e-mail in my queue. If this happened to my
DS3 at work I assure you your company would not be happy.
There is no open relay on my network. That said let me know what psn is going
to do.
Mark Amberman wrote:
> Hey,
> I don't know how to respond to that, but if you tell me when the open relay
> is fixed I will be sure to have you put back in the router. I can only do
> what the people above me let me do, and this was taken out by the tier3
> person that handles spam and abuse. I am sorry I cant do more.
> Thanks
> Mark
> --
> From: "Michael R. Pitogo"
> To: "Mark Amberman"
> Sent: Friday, November 03, 2000 9:01 AM
> Subject: Re: I'm starting to lose hope
>
> > We can compare this to a rape. You are putting the rape victim in jail
> for
> > looking good and in the rapists mind prime for rape, mean while the rapist
> is
> > still out on the loose.
> >
> > Mark Amberman wrote:
> >
> > > Hey,
> > > I was taking a look at your account. They had to tear down your account
> > > because you have an open relay on your smtp server and as soon as you
> get
> > > that plugged we can build you again.
> > > Thanks
> > > Mark
> > > --
> > > From: "Michael R. Pitogo"
> > > To:
> > > Sent: Thursday, November 02, 2000 11:51 AM
> > > Subject: I'm starting to lose hope
> > >
> > > > I don't know what is going on. My dsl has now gone down for 2 days
> now,
> > > > and when I call in and ask about the status of the outage, I'm told
> that
> > > > northpoint is rebuilding the account. Lately, I'm having even more
> > > > trouble getting through to tech support. After waiting the almost 1
> > > > hour on hold I get through and hear a click?get hung up on. What's
> > > > going on please let me know.
> > > >
> > > > Mike
> > > >
> > > >
> >
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Review by rgoers 
UPDATED: 9 years ago
member for 9.2 years, 273 visits, last login: 7.7 years ago
Simi Valley,Ventura,CA
$39 per month
 about 21 days
SBC
CLEC party: NorthPoint
"Install was quick. Speed and reliablity are good"
"Tech support is non-existant. Mail and news servers are useless."
"For $40/mo I can't complain"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
Sept 18. - After waiting for months for Pacbell DSL I finally gave up and went back to Northpoint. I found PSN at the Northpoint web site and the price was certainly attractive.
The install went very smoothly, partly since this was my second install (I'd moved) I knew what to expect. I'd used Northpoint before and have found them to be a very good company to deal with, even when my first ISP went out of business. PSN emailed me all the information I needed and I had everything configured before the Northpoint installer arrived.
However, I had no access to the news server. I called for over a month before I could log on to the news server. The shortest wait time I ever had was about 45 minutes with the longest over 4 hours. Even after I could access the news server I found its speed to be pathetically slow. I finally signed up with a news service for $6 a month.
I often cannot get outlook express to log on to the mail server. However, the web interface doesn't seem to have any problems - except the contact list doesn't seem to remember any contacts that are entered.
While I was waiting for the problem with accessing the news server to be fixed I called tech support several times a week. Several times I was hung up on after waiting an hour or two. The technicians were always polite and apologetic.
Emails to tech support NEVER were responded to.
I am still waiting for my rebate check.
Oct 13. - PSN finally came through on the rebate. They credited back my credit card.
A couple of things I forgot to mention in the initial review:
I received several emails during the installation process. They informed me that the DSL modem was being shipped (it arrived shortly after) and they sent me all the configuration information I needed ahead of time. Whereas most of the complaints I have seen seem to be with the install process, in my case every thing went extremely well.
Regarding the speed of my connection, I was promised 784/784 and that is what I seem to be getting. The latency seems to be very good as well. I have still only had one outage lasting less than 8 hours.
All the other comments above still apply. As far as I can tell, hold times when calling PSN are still abysmal. It took at least 6 calls to Billing to get my rebate. Each of those was about 30 minutes on hold.
Nov. 3 - My DSL connection went down today. I thought I was done for sure, but I thought - it is only 4 pm, so since I was sure I was going to be on hold at least 2 hours I figured I'd give it a shot. To my utter amazement Tech Support picked up within 20 minutes. That is still long but within reason. The Tech Support Rep told me that Exodus had a problem in Los Angeles and that it would be fixed in a few hours. Since that matched what traceroute was telling me I let it go. Sure enough, my service was restored a few hours later.
Maybe there is hope left.
Nov. 4 - I cannot believe it. When I spoke with the Tech Rep yesterday he promised to call and let me know when my service was available. I figured - Yeah sure, they never return calls. This morning I went out and when I got back I had a message saying my service should be back up and if it wasn't I should try recycling the router and if they didn't work to call him back or send me an email at his email address (not support@psn.net).
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Review by cparekh5
Posted: 9 years ago
member for 9 years, 22 visits, last login: 248 days ago
Chicago,Cook,IL
 Business customer
$49 per month (12 month contract)
Ameritech
CLEC party: NorthPoint
"Seemed to have best value"
"Cannot get any responses from them"
"They seem to be trying, but unable to perform"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I contacted PSN.net after looking at their price vs. speed ratio. They "offered" me a 700 plus kb/s SDSL in my home for the same price as everybody else had for 608 kb/s ADSL, $49.95 / month. They offered a static IP and other goodies. The only catch was you paid upfront. This was okay since they would refund a prorated amount if you were unsatisfied. I gave them my credit card number, and then I never heard from them after that. This was in mid-June of 2000.
In the months after that I sent over 100 emails, of which ZERO were answered. I sent them to all the different addresses, sales@psn.net, install@psn.net, directly to my sales rep, etc. I called them dozens of times. I would often come to work in the morning, call and leave it on speaker phone while I held. Sometimes the system would hang up on me, other times I would still be on hold when I left in the evening, some nine to ten hours later! When I called my sales rep directly, his voice mailbox was always full, and he was never there.
On the 11th of October I got an automated message that the phone company would be coming by on the 19th of SEPTEMBER. I guess I wouldn't be able to be home since it happened a month before I got the automated message.
For the next several weeks it said the phone company was testing the line and I would hear back in 24 to 48 hours. I guess it was a bit longer.
At this point I have moved on to another ISP and since I cannot get any response from PSN.net, I have no idea what is happening. It is a shame. I was very excited about the deal this company was offering, and I know DSL has a lengthy provisioning time, typically 4-8 weeks in Chicago. After about 4 MONTHS, I had to give up.
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Review by grummite
Posted: 9 years ago
member for 9 years, 24 visits, last login: 4.7 years ago
Dumont,Bergen,NJ
$39 per month (12 month contract)
about 45 days
Verizon
CLEC party: NorthPoint
"Northpoint and Verizon performed very good, professional installations."
"Hold time is at least an hour and customer service didn't even know if a home page was included!"
"PSN customer service is terrible and the hold times are unacceptable."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Services:
Value for money:
|
Bad points:
- Hold time of about an hour is unacceptable!
- Had to notify PSN myself when Northpoint finished their installation.
- Had to notify them to set up my email account.
- Had the service about a month now and still don't have a password to my personal homepage. Haven't had time to wait another hour on hold.
- One of the Sales people didn't know that a homepage was included with the DSL.
- Password reset on the psn.net took more than a day to register.
- Not one of my emails I sent to them has been replied to.
Good points:
- Verizon(Bell Atlantic) spent several hours and got my house wired to within a day. Very good job.
- Northpoint came on time and finished very quickly. Even had a spare DSL modem on hand when they found mine to be broken. Very good job.
- The PSN status page was helpful even though they only notified once by email that it was updated.
- Connection is very fast and reliable using a Linksys router. Haven't got disconnected yet.
- The salesperson told me I can have personal web page setup up with my own web name. (example: www.thename.com) I haven't had time to get this set up so we'll see how it works. If this works properly it will be a very BIG PLUS for PSN. I couldn't find ANY other DSL providers that included this at $39/month price and I looked at about 15 different ones. This is why I picked PSN.NET
Overall I'm NOT happy yet but I'm going to stick with them for a little longer and hope it gets better. I guess you can say I have a lot of patience.
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Review by kalqlus
Posted: 9 years ago
member for 9.2 years, 3 visits, last login: 9 years ago
Boston,Suffolk,MA
$39 per month
about 60 days
CLEC party: NorthPoint
"I am yet to find one... I can't stress how bad these guys are."
"6 hour wait periods to talk to anyone in technical support, sales, anything..."
"Avoid this place if you value your time and money."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I saw an add on Northpoints website recommending this company as an isp. I called I was told I was less than 5,000 feet from my CO so I qualified for 784 up and down... which is really quite good for the cost. Come installation day some 2months+ later I am finally installed and getting horrible service... so bad at times I am forced to use a modem at critical times. I call technical service but can only stay on hold for 4 hours at at a time so I never got through. Finally got through today and was told there was no way I could get any improvement in my service even though I already wasn't getting what I was originally promised. Service ranging from 384 down to a dead connection. I said I wanted to cancel they told me I needed to pay a 75 dollar setup fee + 250 install fee. This is the worst scam of all. If I stayed connected for 1 month I would have qualified to get that 250 refunded but since I canceled I am supposedly going to get charged that 250 dollars. I didn't mind payng the 75... that was for my stupidity in choosing this isp in the first place. The 250 is nothing short of scamming people. We promise you this. You get less than half... you are pissed you cancel service. We charge you as much as possible to get Northpoint money for setup fees. My credit card has been cancelled and while I am letting the 75 dollar slide I will never pay the 250 charge. Like I said its been 3 months now of pure hell and I am wondering if there is a way to press criminal charges against this company because this is worst than most mail order frauds.
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Review by ggmason
UPDATED: 9 years ago
member for 9 years, 80 visits, last login: 4.1 years ago
San Jose,Santa Clara,CA
$39 per month (24 month contract)
about 999 days
SBC
CLEC party: NorthPoint
"Support line has Jazz on hold."
"Install coordination stinks... 3 weeks/missed appt."
"Still in install limbo, after 2 months, it should have been easy!!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
In Install limbo. Visa was billed the first day. Pacbell has never showed up. Got notice to Trench or give up second line, so I gave up the second line. My phone box is on the corner of the house and 30 or so feet from the pacbell vault in my front yard (good tested underground copper). They have not opened either box (I have set markers for this!). They have their third appoinment set for next week... Then Northpoint will think about doing their thing... then?? And we are only 3500 feet from the CO, which supports DSL, in the middle of Silicon Valley.
Seems there is no tracking, except for customer complaints, about pacbell missing their appointments. Also giving up the second (computer) line means my son ties up the main house line most of the time, so we do not get many salesmen or polsters calling us!!
The service (887) number has given me a circuit busy many times, and when I do get thru the wait is long (longest 4:20, shortest :20) but the radio station you get on hold is great (Jazz) and plays adds for other ISPs yet. The support people are at least friendly, but not a lot gets done in a timly manner. Their web site is down a lot or very slow also.
For the third attempt, PacBell (aka SBC) showed up a (working) day early, and did their thing which was to go to a upline box and connect my pair to Northpoint. Then come back to the house, pull up a chair, and call SBC, wait on hold, then have SBC call Northpoint (in denver) to test the line, and wait on hold (total over 1/2 hour on hold). The line test was to short the line with his calibrated long nose plires so Northpoint could say there was continuity. The line passed. He then played for another 15 min on his "miniTerm" computer with PacBell getting info for his next job. It seems obvious they could install many more DSL lines if the highly paid (and friendly) techs didn't have to sit on hold for 1/2 hour per call!!
Two days later (sunday evening yet), northpoint called to make an appointment to do inside wiring. A friend told me they put in a shorting jack so if the modem is unplugged, it shorts the line. This happens next week...
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 Review by doublec16
Posted: 9 years ago
member for 10.2 years, 358 visits, last login: 7.9 years ago
Jersey City,Hudson,NJ
$39 per month
about 100 days
Verizon
CLEC party: NorthPoint
"Sorry, can't think of any right now"
"I was lied to, the connection sucks, crappy customer service, etc etc etc"
"Do NOT get PSN under ANY circumstances. Free 56k dialup is better"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
|
I ordered PSN service through Northpoint in mid May, because it seemed like a good deal. On May 17, my credit card was charged over $400 for the "free" installation, with the understanding that Northpoint would be sending a rebate. This included a nonrefundable $50 setup charge that was not mentioned anywhere on the Northpoint or PSN sites, but I figured I'd be getting the rest back so it wouldn't be a big deal to pay just $50 so I could have a much faster connection. The guy I talked to (Corey Fortuna) told me that since my phone line is essentially new, I could probably have DSL in 2 weeks, but for sure in 5 weeks at the very most. He said that everything I needed would be included: a modem, wires, and an ethernet card for my computer), and that I'd be able to get a second ip for $6.95 per month if I wanted.
I finally got DSL in late August, over 3 months after I paid for it. This was after many calls and many hours of waiting on hold (when the line wasn't busy that is, as it was 90% of the time). Any emails I sent to them were completely ignored, even when I threatened to cancel. I got the complete runaround. PSN wouldn't contact the phone company for me, and I couldn't either because even though the work was on my phone line they wouldn't know who I was, so all I could do was wait (and pay my credit card bill). The package that finally came contained only a modem but no ethernet card as was promised. Luckily I already had one installed in my computer. The information about my static ip was also in the box. The Northpoint guy who came and set up the inside wiring was very friendly and told me about how I can get a second ip for $6.95 per month with no problem. He also told me that I had waited for so long because of the Verizon (Bell Atlantic) strike, but PSN employees couldn't tell me the real reason because Verizon might sue them (???).
So I sit down at my computer with its great new connection eagerly ready to play my first low lag internet game. I was sadly disappointed. The latency reading in the game showed a low ping but over 60% lost packets, and it was completely unplayable. After a few tries, I phoned PSN to ask what the problem is. They tested the connection and found only 10% lost packets, which they said is perfectly reasonable and should cause no problems, and there's no reason I could possibly think that I would ever lose 60% of the packets and I must be mistaken, but they said they'd monitor my connection for lost packets (probably just to appease me). I heard nothing else about it. I know it couldn't be my phone line because the connection with my modem was rock solid and had 0% packet loss. I basically gave up on playing and enjoyed the faster download speeds, because that was basically the only thing that was better about the DSL over 56k dialup. Now I find out that they could easily have helped me with my packet loss problem as other ISPs do instead of telling me there isn't a problem at all and the 60-100% packet loss is all in my imagination. Even when I ping the computer at school which is about 2 miles away I get typically around 10% packet loss, whereas with my dialup (on the same phone line as DSL) I get 0% packet loss.
I got a laptop as I had expected so I phoned to get a second ip (after waiting on hold forever as usual). After speaking to someone from customer service (who said there was no problem setting up a new ip), I waited on hold again and talked to someone in sales to arrange to pay for it. For the first time I was told that there was no way I could get a second ip unless I upgrade to a business account which would cost me even more money. Having no desire to pay even more for a crappy connection I chose not to do that and asked the sales representative about alternatives. She told me I could set up a network so I could have more than one computer online at once using the one ip, but that I'd have to figure out how to do so for myself. I did so and after purchasing a router I was able to have both computers online at once. I followed advice from a guy in the tech support department at Netgear to set up my network, as that is the manufacturer of my Ethernet hub. When I told the PSN employee that I was told that I could get a second IP, she notified me that the employee who told me that is no longer with PSN so they have no way of verifying that I had been told that (in other words, she was calling me a liar), and also that the information the NorthPoint employee gave me was wrong.
Now it is over 5 months after I paid the huge installation charge. I have not recieved the promised rebate from Northpoint. My DSL has been completely down since yesterday and it didn't ever improve since I complained except for a small improvement when I installed the router for my network. The packet loss actually got worse. I called last night to report that my service is down and the guy I spoke to actually blamed me for making my connection not work. I told him what I had hooked up to the line (the modem, the router, and an ethernet hub) and he said that the protocol in my router must have screwed up the DHCP in their equipment. That is totally ridiculous. I know that isn't even possible. I am using all the equipment in the proper way and I acted on the advice of a PSN employee when I installed it in the first place. He told me the way I had set up my network was totally wrong and said the modem I got from them would act as a router but refused to tell me how to use it that way as they don't support networks. Well I consulted the Xpeed website (the manufacturer of the modem) and looked up the specific modem and found out that the model I have is not a router at all but simply a modem and ethernet hub. The guy on the phone last night was pretty rude and basically said I don't know what I'm doing and I shouldn't hook up my equipment like that. He also told me my DSL would be up and running right away, but when I called back he then told me he had said that they would start working on it right away and that I'd have to probably wait 48 hours before I have DSL back.
Now I am doing what I should have done months ago: looking for a new DSL provider. I wish I had looked at DSL reports before I ordered from PSN. This has been a huge headache right from the start, and it turns out there are lots of isps that service my area with better service and good reviews here. So far I am out over $400 and I haven't got what I wanted: a good, stable, fast, reliable connection. PSN will not be getting any more of my money. My 56k FREE dialup account provides a more stable (albeit slower) connection than does PSN DSL. Also, the download/upload speeds I get from PSN are nowhere near what they are supposed to be (768k/384k). I'd say it's about 3 or 4 times faster than my 56k, not the promised 10 times.
BTW, I am 2000-3000 feet from the CO (according to the CLECs) so distance is not a factor in my crappy conn.
Update Oct. 31:
I called NorthPoint last night and asked about the rebate. Apparently they had no record of DSL being installed (even though it was their employee who did the installation). The guy I talked to said that he corrected the problem and I will be getting my rebate in 5-10 business days. We'll see how that goes...
I also spoke to him about the bad service I have received from PSN (and the fact that I'm still offline) and asked if I can switch to a different partner ISP. He said Northpoint wouldn't charge me anything for that but that they would charge the ISP I switch to, who would then pass the charge onto me, which to me is the same thing. He told me to call back if my service is not back up within the 48 hours I was promised.
I just got off the phone with PSN tech support, after waiting 30 minutes on hold. After having been told on Sunday that my problem would be worked on immediately and was in fact ALREADY being taken care of, now I am told that they haven't looked into it yet and they only have 1 tech guy working now and maybe they'll check into it today but probably not. I can't get in touch with NorthPoint. I have phoned 3 times and after waiting on hold forever I get through to a message asking to leave my name and number so they can call me back. Since I don't have DSL right now, I have to dial up to be online so obviously I cannot be reached by phone so they can't call me back.
In my search for a new ISP, I have phoned around to many ISP's. Apparently rumour has it that PSN is going out of business or has already done so. Considering the fact that someone is actually there when I call I know it hasn't happened yet but I can imagine it will happen soon.
Update November 1:
Still no DSL and I have not been contacted by PSN.
Northpoint will charge the ISP $200 for a switch, which the ISP passes on to the customer, according to one ISP I talked to. It can be done in 72 hours however, but paying $200 more just to get what you already paid for seems completely ludicrous to me. To be honest, I do not believe NorthPoint really cares that it is partnered with a very bad company such as PSN. They do not seem to care about the poor service I received, and I cannot reach them during the day to ask what they are willing to do about it.
Yesterday I gave up on PSN and signed up for SpeakEasy, and after my experience with PSN I am a bit paranoid. If the connection is not completely perfect within the first 30 days or there is some other source of dissatisfaction, I will not hesitate to cancel. Over $90 per month is pretty steep even for a perfect 1.5/384 connection, and if they expect me to stay with them for a year paying that much they will have to earn my money with the connection and with the service.
It seems that the DSL ISPs, or at least the ones in the greater NYC area, have been jacking up their residential DSL prices lately, and possibly the business ones too. It is practically not even worth getting DSL anymore. I don't know that the cable companies are any better (I don't have cable TV so I'd have to pay extra for a cable connection and the modem prices are ridiculous). It seems it is becoming more and more difficult for the average consumer to get good broadband at an affordable price. They typically do not make any speed or connection guarantees, yet they expect you to promise your first born child to sign up for their service. It's getting ridiculous, and to be honest, if it doesn't work out with SpeakEasy, I am going to give up on broadband altogether and go back to my trusy reliable 56k modem at home and take my laptop to the T1 at school to download mp3's and such. So the game pings are typically not below 100ms, but they are pretty close and the connection is steady and the games are smooth, and best of all, I don't have to give up eating to pay for the connection.
Update November 2:
I called PSN again and found out that my trouble ticket is on "tier 2" (at least that's what I thought I heard). I asked for that to be explained but the answer confused me even more because the person explained in other non standard terms. I assume it means that the problem is actually being looked into. I also gathered that it is still in PSN's hands and they haven't determined that it is a Northpoint or Verizon problem. 48 hours has turned into 96 so far.......
Update November 4:
I called PSN yet again to ask about the status of my trouble ticket. The guy didn't really answer but instead asked me if my link light is on. I said no, and then he responded that it was definitely a NorthPoint problem and not a PSN problem. Then he did what the guy I talked to a week ago should have done: made a NorthPoint trouble ticket. I asked why none of the people to whom I had previously spoken about my problems, even those I told that the link light was off, had not thought of making a NorthPoint trouble ticket. He responded that they are new, and that the first guy I spoke to, who blames me for my connection being out, would blame anyone for anything. Great guy to be working in technical support huh? According to NorthPoint my DSL has been cancelled. I haven't cancelled it yet but if it is not back on Monday I'll just cancel it and wait for my new DSL. I am so sick and tired of this.
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Review by koze5
Posted: 9 years ago
member for 9 years, 1 visits, last login: 9 years ago
Worcester,Worcester,MA
$39 per month
about 90 days
Verizon
CLEC party: NorthPoint
"Cheap, Free Installation"
"No response, Frequent timeouts, downtime"
"Not worth it! Find someone, anyone else!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
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I order the service back in Early July. I was immediately charged $250 on my Amex but received no further info. I finally recieved an automated email telling me the telco company was going to do their part. Nobody ever showed. I continued for two months trying to get ahold of them with no response (email or telephone). Finally I called Amex to cancel the charge. I also emailed PSN that I was doing this. The next day I get an email that the telco company will be coming next week to do the install (after two months of no reponses). I am called and told that they did not know when Telco would be there but I had to be there. I waited all day (took a vacation day from work) and nobody shows... Finally sometime later that week, telco must have come and installed the necessary NID on the outside of my house (opposite corner from the original one). I am notified via automated email that the internal wiring would be done after I call Northpoint. Northpoint gave me an installation date and they showed up as expected.
Now the real kicker. I trusted the northpoint installers to do a good job. They simply pulled a wire through an existing whole to the inside of my basement (ok with me), ran it across then drilled another hole to the outside. They then ran a plain old CAT5 blue cable up the outside of my house to the second floor and drilled another hole through the outside wall right through the baseboard trim. They installed the outlet about three feet from there. At this point, I am considering leagal action against them for destruction of my home. They went right through aluminum siding twice without even asking me. Now I have a blue cable running up the side of my house (not secured to anything), pulled tight. They didn't even clean up the wood chips from drilling the holes.
If this does not tell you how pathetic the installers are, wait to you hear about the service. To make a long story short, I use an X10 device to click on and off the dsl modem because it needs to be reset every 5 to 15 minutes.. it works fine after the reset for another 5 to 15 minutes. It is completely unreliable and I still have received no answer from tech support.
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Review by odetklerens
Posted: 9 years ago
member for 9 years, 1 visits, last login: 9 years ago
Brooklyn,Kings,NY
$99 per month (12 month contract)
about 120 days
NorthPoint
CLEC party: Verizon
"smooth operating... until we moved!!"
"CANNOT GET THROUGH TO CUSTOMER SERVICE EVER!!!"
"As long as nothing goes wrong (yeah, right), there's not a problem"
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The initial setup went very smoothly. We were contacted within 3 weeks and everything went well for 3 months. And then we moved... SIX HOUSES AWAY ON THE SAME BLOCK! We contacted them at the end of June.... here it is the end of October and we are still without our DSL connection. At first, we justified the wait with the Verizon strike... that wasn't their fault. But the weeks passed and they never even called us to let us know there was a problem! We have made numerous calls to PSN, and every response we got said "We're waiting for a port in the CO to open up" (we're 6000 feet from the CO). One customer service agent got very impatient and snapped at us, telling us to BE PATIENT!! I think after 4 months the patience was wearing thin! Speaking of patience, unless we dialed an extension, the wait for Customer Service was infinite... we once timed the wait at 2 hours, 11 minutes and our call was still not taken (needless to say, we hung up- I don't know why we ever waited that long). Today, we spoke to them and they were very eager to drop us with no penalty. They even had the nerve to ask for the modem back (no refund, mind you)! We had to spend $300 on it and now we may not be able to use it anymore!!! We're now shopping around for another DSL service.
At least they aren't charging us for our dial-up access.
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Review by (hidden by request)
Posted: 9 years ago
(review was emailed from domain halesgroup.com)
Mercer Island,King,WA
Business customer
$299 per month (12 month contract)
Qwest
CLEC party: NorthPoint
"Have service"
"Customer service, poor communication, no or very slow response time, tech support unhelpful at best."
"DO NOT USE THIS PROVIDER. PURE FRUSTRATION."
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This company has the worst customer service I have ever experienced, with no
exaggeration. Poor execution of installment. Modem arrived after servicemen installed lines. QWEST & Northpoint were pretty responsive. Trying to get any customer service from PSN in order to hook up the modem and get service going was a nightmare. Repeated phone calls to tech support and my account rep, no calls back. No response to email. No response to even a request to buy an additional ISP address. Tech support was non-responsive, mostly slightly clueless. Wait time was over an hour to get through. There was not one time that I got the answer to my
question in the same phone call. Terrible, terrible experience.
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PSN Internet Service
