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Review by BedbugEddie 
Posted: 9 years ago
member for 9 years, 1 visits, last login: 9 years ago
 Lowell,Middlesex,MA
 $39 per month
 Verizon
CLEC party: NorthPoint
 "Initial sales calls were pleasant"
 "Unfriendly from that point on and eight months later I'm still waiting for the installation to take place"
 "Call nearly any other ISP in your area before calling PSN"
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For the last eight months I've been waiting for PSn to corrdinate the installation of DSL line at my home. For about the first four month I called them frequently. Each time I called the person on the other end of the phone was shocked to hear that haven't heard from anyone about the installation. So each time that person would put in a request to have someone call me within 24 hours. Not even once (this happened frequently) did I ever get that call; not within 24 hours or eight months!
They seem to have an independant sales force. After putting in my request for info, several sales people contacted me. I gave my info to the first one that called. From that forward, any call I made to him was very unfriendly. I evetually stopped calling him and started calling the general support line. Each call offered me at least 45 minutes of cool jazz. Ughh!!
If you're looking for an ISP, especially in the Boston area, don't be fooled by PSN lower rate (compared to other ISPs in the area) you'll never get your line installed. Friends have received great service from FlashCom, Verizon and Phoenix. Put your money into one of those services instead. You'll never get anywhere with PSN.
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Review by tniblett
Posted: 9 years ago
member for 9 years, 8 visits, last login: 7.2 years ago
Cleveland,Cuyahoga,OH
$39 per month
 about 999 days
Ameritech
CLEC party: NorthPoint
"Pleasant, if scattered, sales reps"
"never installed!!!"
"a frustrating waste of time"
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I ordered service from PSN just over four months ago. They set up appointments which the local telco didn't bother to keep; not PSN's fault. They charged me for installation when the local telco finally (one month ago) told them the line was in place, but didn't bother to test the line. No signal. So I'd paid $300 for nothing, and PSN stopped answering the phone and returning emails. Giving them every benefit of the doubt, I expect they're victims of their own success. But after four months of waiting, *and* zero responsiveness, I'd had enough. I cancelled my order.
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 Review by CaffeineNico
Posted: 9 years ago
member for 9.2 years, 733 visits, last login: 3.2 years ago
Springfield,Fairfax,VA
$40 per month (12 month contract)
about 30 days
Verizon
CLEC party: NorthPoint
"It's good when it works"
"It never works"
"Don't throw away your 56k modem. You'll be needing it."
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This is my experience with the PSN.net. I live in the DC Metropolitan area.
I ordered PSN.net in May because Northpoint recommeneded them on the Northpoint website. The price was good at the time. $39.99 a month if I prepaid for the year.
Silly me, I didn't find out about DSLreports until after I had ordered.
Around 25 days later Bell Atlantic comes and does the outside wiring and then a few days later a Northpoint guy comes to do the inside. PSN.net gives you no advice on how to enter your IP number or DNS numbers so if you don't know what you're doing don't expect to use your new dsl line for a few weeks waiting for tech support.
For 2 weeks everything is good. I get around 350/370 of my 416/416 sdsl connection and I'm busy downloading songs off of Napster. Then I have my first outage and learn what PSN is all about. Expect at least an hour on hold even if you call when Tech Support first opens at 11:00am eastern time. Many of the times I was just hung up on. Well I finally got ahold of somebody and they give me "yes we've been experiencing problems in the DC area lately." Yes I know thats why I called.
My connection came back up after 2 days mysteriously and I got a call from Sabrina that they had just finished the upgrade and everything would be just peachy now. Not so. I would get good ping times in the morning (sub 100) but in the afternoon and evening until roughly 2 am I would get pings of >500 to the same servers. Weekends would be attrocious from +1000 pings and being slower than dialup. Packet loss most of the time. Gets worse at peak hours.
I heard PSN was overselling its bandwith to my area so I called them saying I was interested in DSL. To my surprise they said they could not provide service to my phone number.
Well its been a four months of crappy service even tho they charged me for the month when the service wasn't installed yet. My DSL line has been dead for 2 weeks. I can't wait hours for tech support since I have a job and life. After reaching tech support and getting a trouble ticket I call northpoint and they have no mention of a trouble ticket on my line. I call back PSN and get a tech after an hour. He says its now a Tier 2 trouble ticket so I have to call a different number where I do and have to wait for another hour after I get impatient and hang up. I tired calling PSN's DSL sales just to yell at someone but guess what, their sales department has long hold times too. These guys are going out of business.
Northpoint gives no help even tho they recommended them on their website. PSN is long gone from the Northpoint website now.
By the way they say you get email but you have to call Tech Support to make a password. I did 3 times but haven't been able to access my email yet, each time they say it will work in 10 minutes. Their Newsgroups are a joke. Feels like I'm using dialup.
Bottom Line: Avoid PSN.net like the plague! Just read all the reviews about them on here. Every bad review is true. Every good review is from someone who works at PSN.net.
10/26 Got a hold of Tier 2 Tech support after 1 1/2 hours. Didn't get a name but he was very helpful and actually sounded like he cared. He sent the trouble ticket straight to Northpoint so hopefully I'll be up and running again soon.
11/10 DSL was back up 11/02 for a week and then went down again for a day. It works now but pings are still bad and bandwith is still unacceptable. 
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Review by cr4zypapi
Posted: 9.1 years ago
member for 9.1 years, 20 visits, last login: 8.4 years ago
Elmwood Park,Cook,IL
$40 per month (12 month contract)
CLEC party: NorthPoint
"The installation was quick and the connection has never gone down."
"The tech support is horrible."
"Only get PSN if you really know how to handle LAN settings or are computer literate."
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I am from Chicago and I have had PSN for about two months now. The installation took about 1 month but the day I got it, I was surfing in about 10 minutes. It is static IP but hey you can't ask for everything. All in all i have to say they are awesome. I know that a lot of people had problems with them and yes I agree the technical support is horrible but once you are connected it rocks. I am dead serious. I was told I would connect at the lowest possible 368k or so and usually i am on at 400-450k on average. Once I was even at 638k which was sweet. But anyhow I don't really recommend PSN to people that don't understand much about interent and LAN settings. I mean I have worked with computers for a while so I had no problem configuring it, but I understand how it could be hard for others. I would also like to add that PSN has NEVER gone any slower then 368k and has NEVER gone down on me. So although many people have had a problem. I have nothing but praise for the only internet company that would give me DSL here in my neighborhood.
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Review by vindsluser
Posted: 9.1 years ago
member for 9.1 years, 6 visits, last login: 8.6 years ago
San Jose,Santa Clara,CA
$40 per month (12 month contract)
about 30 days
"Northpoints installation"
"Everything else, from speed to contacting PSN"
"PSN sucks"
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Got the DSL service on 10-10-2000. Got some extra contact numbers from Northpoint just in case!! 10-12-2000 morning I could not login. Waited till evening and then tried getting across to PSN.net, got no response. On the 13th I am able to get across after holding on to the line from 7:45am to 8:27am. I was transferred twice and finally get across to the correct tech support guy at 8:33am. He puts me on hold and gets back to me at 8:51am. I had some intermittent connection but with long ping times. I could connect but had a very bad connection. Then the link went down the whole of 14th and 15th and made a couple of calls to PSN (holding times of approx 1 hour). I ask for credit and they say contact billing. Got my credit card statement and they have charged me on the 7th of Oct, 3days before the service began!!! They have charged me more than they had earlier told me. Got back to billing after the long holding times the lady says she will put my name up for getting a rebate. Parallely called my credit card company and told them that I will be contesting the PSN charge. I am not sure when I will get my money back!!
If you are looking for a DSL connection please stay away from these guys.
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Review by MJD9
Posted: 9.1 years ago
member for 9.1 years, 7 visits, last login: 9 years ago
USA
Contract price not specified. (12 month contract)
about 65 days
Ameritech
"We live in a democratic society"
"This might have to go all the way to the Supreme Court"
"Hindsight is 20/20"
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I am interested in talking to anyone who has been through the ringer with this ISP. If anyone wants their voice to be heard, please write to me and let's work together to put a stop to this NOW.
I have been overcharged hundreds of dollars, do not have a working DSL connection, cannot get anyone on the phone and am basically fed up with big business thinking this is okay. I know how frustrating it is but I refuse to be victimized by this company or any other.
No one has the right to tell us that there is nothing we can do.
I look forward to hearing from you. Margaret108@hotmail.com
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Review by MJD9
Posted: 9.1 years ago
member for 9.1 years, 7 visits, last login: 9 years ago
USA
Contract price not specified. (12 month contract)
about 65 days
Ameritech
"We live in a democratic society"
"This might have to go all the way to the Supreme Court"
"Hindsight is 20/20"
| Pre Sales information:
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Tech Support:
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I am interested in talking to anyone who has been through the ringer with this ISP. If anyone wants their voice to be heard, please write to me and let's work together to put a stop to this NOW.
I have been overcharged hundreds of dollars, do not have a working DSL connection, cannot get anyone on the phone and am basically fed up with big business thinking this is okay. I know how frustrating it is but I refuse to be victimized by this company or any other.
No one has the right to tell us that there is nothing we can do.
I look forward to hearing from you. Margaret108@hotmail.com
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Review by Jennifer Kane
Posted: 9.1 years ago
member for 9.1 years, 1 visits, last login: 9.1 years ago
Atlanta,Fulton,GA
Contract price not specified.
BellSouth
CLEC party: NorthPoint
"I have nothing good to say about this company"
"The two months and counting of installation time"
"PSN is a gargantuan abyss of customer service"
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Getting my DSL line installed has been such an arduous process that I resort to sending the following e-mail to every address at PSN I can find every week:
This e-mail will be sent to all of these addresses every day until someone at your organization summons the common courtesy to respond, not with the telephone's equivalent of sheepish shrugging, but with a solution.
Your company is hands-down, the worst provider of "service" I have ever had the displeasure of dealing with. I have been waiting for over a month for someone to finish installing my DSL line. I have sent several e-mails, to which I receive responses that attempt to diagnose the problem for the first time. I have tried calling, and no one picks up the telephone. I am tired of repeating this problem over and over again to a company that has the memory span of a small insect.
I am growing weary of constantly trying to goad someone at your company into resolving this situation. It has now been over a month since Northpoint came to install the inside wiring for my DSL line. However, because Bell South apparently transposed two of the three elements, the line did (and does) not work. I am tired of sending harassing e-mails in a vain attempt to make someone at PSN finish this simple task. I am tired of explaining the situation repeatedly to someone without any real authority to fix this problem.
I received a charge on my credit card for $365.00. I don't plan to make a charitable contribution to PSN this year, and thus, I have disputed this charge with my credit card company.
This e-mail will be sent periodically until someone figures out what is going on and comes up with a solution that merits taking my money. Do not call me and ask me what the problem is, do not call me and tell me that everything looks fine from your end, do not call me to tell me it's a Northpoint problem and you'll get in touch with them. My patience is spent. To any competent person working at PSN: Get your act together, get it together soon, and only call me if you have good news.
My only consolation is that this ordeal hasn't cost me any money yet.
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Review by (hidden by request)
Posted: 9.1 years ago
(review was emailed from domain bellsouth.net)
Alpharetta,Fulton,GA
$40 per month (12 month contract)
NorthPoint
CLEC party: NorthPoint
"I finally got smart and cancelled the order"
"You will never speak to a live person after you place the order"
"Two cans and a string would be better"
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I placed my order on 7/5/2000. I was promised 784K (I am 7800ft from
the CO) in 5-6 weeks for $40.00 per month. On August 28, I called for
an update. After more than 10 (waits as long as 90 mintes before giving
up) calls and 2 e-mails, I finally received an e-mail back claiming
facility problems. This was corrected in September. I was then given
an install date of 10/10/00. This date went by with no contact. On
10/11/2000, I was given a new date of 10/25/2000. Again I called and
e-mailed with no success or response. As of this writing, I have
cancelled my order and would encourage everyone to boycott PSN.net for
your own sanity. My relationship with PSN.net began as a referral from
NorthPoint Networks, another company I plan on avoiding.
Randy Brown
Alpharetta, GA
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Review by kingbee14
Posted: 9.1 years ago
member for 9.1 years, 74 visits, last login: 3.1 years ago
Cupertino,Santa Clara,CA
$39 per month
"Once the dsl gets up and running again it runs pretty good"
"They communicate VERY poor!!! And don't like to honor what they told you! =("
"I really don't suggest this ISP UNLESS you really can't get DSL in your area....."
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When we signed up we were told we'd be getting 1 year prepaid, installation and modem for $329.40. Veronica emailed me and confirmed this information. Then a little while after it was installed we found out that the 1 year WAS NOT included in that price and that it only covered 2 months...I showed them the proof but Rochelle from the billing dept said they couldn't honor it. Before when I tried to reach someone through email about this problem I sent emails MANY times but it seems like when there's a problem they like to avoid you. The dsl connection seems to be working well now but when we first got it running it worked but didn't go it's full speed. Then there was a time it went out for about a week an a half. I've emailed Rochelle many times to see if I've been given credit for those days but she and everyone else there are VERY BAD about not replying. The only place I seem to get anywhere with is the Tech Support. A note for anyone who's waiting for their rebate from Northpoint call their rebate dept at 866-607-8966. I just found this out today and need to call. I've said what I feel about PSN.NET. They are one of the most unorganised bunch of people. The only reason I am putting up with it is because we are too far to have DSL with anyone else.
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PSN Internet Service
