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Review by jvasa 
Posted: 9.1 years ago
member for 9.1 years, 32 visits, last login: 1 year ago
 Sunnyvale,Santa Clara,CA
 $109 per month (12 month contract)
 about 999 days
 SBC
CLEC party: NorthPoint
 "When it worked, it was only just barely okay. This is probably the worst ISP. Go somewhere else"
 "Never got 2nd DSL Line on. Terrible Phone Support and Email Support. Don't expect any help. Billing never refunds."
 "I was a customer over a year (15 months). Not once did they do something right."
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I know this ISP well, as I have been using them over 15 months.
I ordered a line from them in the 2nd week of April of 99 It was a business line because the pricing at that time was the same as a residential line. Nice thing I liked is that I got 8 ip's but still the line was only 160/160-- It took forever for it to get up. It took them 4 months to get it up-- with 5 different times they came out-- Most the time it was Pac Bell's fault, but they screwed up with something all the time. During this period I waited on the phone an average of one hour on hold (I gave up most of the times) and the people I got never did what I asked them too. Finally in August it was setup. The biggest issue after the install was the routing on their end. My 3Com modem was connected, but the ping the gateway never happened... About the end of September of 99 I was up running-- although they said my year started in the beginning of August. During the year they changed my ips on me 3 times. Jeez what a pain to change ips and dns on 8 ips. A year did past, and on my July statement on my credit card they charged me on my credit card for a whole year (over a thousand bucks). What? I was furious of it. I had a year contract from the year before, and I get charged for a new year--I never got a contract for another year. So I called the billing department MANY times--- I believe I called 10-15 times and eventually sent spam emails to the entire company. Still No refund. I finally contacted the bbb about my refund and in September I got the refund. I was glad to piss them off. I was left without internet access August 4th.
So, it was the 3rd week of July and I needed new internet access because this business line was now cancelled. I tried Att Cable and PacBell, but I'm too far for them in Sunnyvale. Covad could only give me a 144/144 so I was stuck with using Northpoint which would give me a line of 460/208. I decided to order a Residential Line which was ADSL rather than the SDSL line I had. Well, it is now October 20th, and I never got it installed after about 10 attempts of contacting them about it. A friend this week told me about a new service from Sprint-- Sprint Broadband. I called them on Tuesday this week, and they had it installed on Thursday. I get awesome downloads from a peak of 5500Kbits (yes 5500) an average of 1200Kbits and an upload of peak of 500Kbits and average about 230Kbits. Now it is Friday, I cancelled that residential DSL order that never came through.
Word of advice-- Don't ever go for psn. You're better off using your modem.
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Review by aostice
Posted: 9.1 years ago
member for 9.1 years, 1 visits, last login: 9.1 years ago
Chicago,Cook,IL
$39 per month
about 21 days
Ameritech
CLEC party: NorthPoint
"Pre-Sales and installation was great! Wait time was minimal."
"Tech Support and Customer service SUCKS!!!!!!! Phone wait time; ETERNITY"
"Lot's of bad postings for PSN.NET. All I can say is Once you're connected You're on Your Own."
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Review Dump: (PSN) Lot's of bad word about this ISP. I ordered from them before reading dslreports.com. Boy was I scared sh*@less. I thought I was doomed. However all in all the service was fast; approximately 3 weeks wait time from order. I live in bumf*@ck egypt so I was dealing with 28.8 connection. I needed Prozac to keep me from hanging myself while waiting to connect. I'm only getting IDSL for $39 smacks, no contract here in chicago. They were misleading when talking about the $250 rebate and I haven't seen it yet. Static IP, Cheap router.
AOSTICE BOTTOM LINE: If you have no choice and are on the verge of suicide take psn for a ride. My service is good; all uptime and decent speed so I can't complain. Take the day off from work if you need to get ahold of them. Looong wait. Don't hold your breath waiting for the rebate trust me I'm turning blue.
If you do go, don't get yourself into a contract.
Beggars can't be choosers. PSN 1 out of 10 (5)
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Review by eugenel1
Posted: 9.1 years ago
member for 9.1 years, 10 visits, last login: 3.5 years ago
Northbrook,Cook,IL
$69 per month (12 month contract)
Ameritech
CLEC party: NorthPoint
"Grabed my money and return only part of them"
"Phone line or busy or disconnects you after 2 hours"
"Dont use them, worst customer service: you can hear what they say about you"
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I ordered line , and waited 4 month, called them , called them.
Learned about twenty customer rep. names. Left message for president Robert
nobody called back, talked with Account manager - very rude person.
They canceled installation after 6 month and returned only part of my money.
Verdict: I just wish somebody will take them to the court.
Can provide all names. STAY AWAY FROM THEM !!!!
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Review by sears388
Posted: 9.1 years ago
member for 9.1 years, 8 visits, last login: 5.3 years ago
Painesville,Lake,OH
$39 per month (12 month contract)
Ameritech
CLEC party: NorthPoint
"Very easy to order"
"Service is never delivered. Tech Support/phone system is terrible."
"Stay away from PSN"
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Ordered 144k DSL service from PSN in late July. PSN scheduled Ameritech to run a line to my house on August 25. PSN told me to have someone at the house from 7am to 7pm. Ameritech never showed up. Nobody at PSN or Ameritech could tell me why. I opened a trouble ticket with PSN. After multiple calls, on September 11, PSN scheduled Ameritech to run the line to my house on October 11. Again Ameritech never showed. PSN blamed Ameritech, Ameritech blamed PSN. Throughout the whole process, my on-line order status on the PSN website would read what was supposed to happen instead of what did happen. The site status never reflected any of my multiple calls to PSN. PSN would not call with an order status or description of the problem, I had to call them for the status.
Interesting facts about calling PSN...
* Each time I called PSN, I was on hold for a bare minimum of 45 minutes, and as long as nearly 2 hours before I got to a person. When I complained, the rep said they showed nobody in their phone queue for quite some time.
* More than half the time, their phone system disconnected me after 45 minutes of waiting (never did talk to a person).
*Once I got through after about an hour of waiting and the service person tried to transfer me and I was disconnected.
HERE'S THE BEST PART...
Shortly after I ordered, PSN billed my credit card $250 for the modem and $30 for the first months service. I was supposed to get a $250 rebate for the modem, but it never came. After 3 months of waiting, the modem never arrived and neither did the service.
Summary...
After 3 months of waiting, I have canceled the service and requested a refund of my $285. I still have yet to see the money. Tried to call the billing department today and guess what??? I was disconnected by their phone system after 45 minutes on hold.
STAY AWAY FROM PSN
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Review by Hanzome79
Posted: 9.1 years ago
member for 9.2 years, 328 visits, last login: 5.8 years ago
River Edge,Bergen,NJ
$39 per month (month by month)
about 30 days
NorthPoint
CLEC party: NorthPoint
"If you get the Right People to help..."
"PSN itself"
"GET OUT WHILE YOU CAN... DISPUTE THE CREDIT CARD BILL GET YOUR MONEY BACK"
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I receieved a Mail from a former Employee at PSN... I can't reveil his/her name...
But this is the third person who i have gotten in contact with that left PSN.
To all PSN customers... Switch to a different ISP while you can... It seems more and more people are leaving...
Goodluck to all of you
I hope some Other ISP buys them
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Review by glmfin
Posted: 9.1 years ago
member for 9.1 years, 5 visits, last login: 9 years ago
Delray Beach,Palm Beach,FL
$50 per month (12 month contract)
BellSouth
CLEC party: NorthPoint
"none"
"everything"
"avoid at all costs!!!"
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Ordered PSN DSL service a month ago. After confirming a number of times with
the sales representative that I would be able to receive a speed of 416k, I
decided to order.
Finally, they came to my house (local telephone company) and started the
outside install. I receive an email from PSN.net that due to my loop line,
Bell South can only give me a 144K speed ISDL. In the email telling me
this, they even had the audacity of telling me that if I wanted a higher
speed connection, that I should move closer to the switching box!!! I
couldn't believe what I was reading...I almost fell off my chair!!!
In the email, they told me if I wanted to cancel the service, to call their
800 number. After being on hold for 20 minutes listening to muzak, I got a
rep on the phone. After going over my problem, she disconnected me. Being
very frustrated, I called back and was put on hold for another 15 minutes.
Another rep got on the phone, and after mentioning to her that I was on hold
for so long, she told me I was only on hold for 7 minutes. Now I was being
called a liar and the rep started with a confrontational attitude. Getting
past this, I told her my problem and wanted to cancel the service. She said
that would be ok, but I would not be able to get back my $75.00 install fee.
Nothing was installed!!! So I asked who I should speak to, and she told me
to write a letter to the president of the company. I asked her to connect
me to someone I would speak to currently. She said she would try to find
someone. I was on hold for 30 minutes more and no one came on the line.
Frustrated, I hung up.
How could I get these people to refund my $75.00??? I will dispute the
charge with my credit card company and write them (PSN.net) a nasty letter.
Seems like if they change the terms of our agreement, then I should not pay
for something that is not acceptable.
Whomever reads this review, do not do business with this company. They do
not know what customer service is nor do they care.
GLMerle
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Review by ppf2
Posted: 9.1 years ago
member for 9.1 years, 6 visits, last login: 4.8 years ago
Sunnyvale,Santa Clara,CA
$40 per month (12 month contract)
about 999 days
NorthPoint
CLEC party: NorthPoint
"NONE"
"Unreliable. Sales people lie. They charge you for the whole year upfront."
"You are warned. Use PSN at your own risk. If you cancel your order, don't expect to get your $700 back anytime soon."
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The "Days from order to on:" is 999 because they didn't deliver what I paid for.
I sent in my order back in late July. At the time of the order, they promised me a speed of 384, upgradable to ~700. They even put this in a email to me! After 4 weeks, they came for the 1st appointment. After that, they told me that I can only get 144K. And it is "going to take a while" for them to get this ready for me, and "there is no promise" that I will even get 144K.
I was furious because they couldn't promise me anything. And worst of all, they have ALREADY charged me $699.99 for the full year of service. What kind of ISP is this? What kind of company is this?
So I cancelled my order in mid-September. It's been a month already, and the only refund they gave me is $9.99. So I am missing $690.00. Again, I am furious. I ended up logging a dispute with my credit card company. I am having them talk to PSN's bank to get my money back because I have spent enough time on the phone with them. I called Sales, Finance, Tech Support. Nobody can give me a definite date on my refund.
Northpoint is a good DSL, but they really need to re-evaluate their ISP offerings.
PSN.net is a nightmare.
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Review by (hidden by request)
Posted: 9.1 years ago
(review was emailed from domain timesten.com)
Campbell,Santa Clara,CA
$39 per month
NorthPoint
CLEC party: SBC
"umm, they shipped the DSL modem early? Does that count?"
"Everything except the good....basically everything is bad"
"If you're in the bay area and can only get IDSL, pay a bit more and get wireless"
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Here is the chronology of my complete dissatisfaction:
07/03/00 - Placed Order
07/25/00 - Scheduled outside wiring for 08/15/00
08/11/00 - Scheduled inside wiring for 08/17/00
08/17/00 - Inside wiring technician claimed outside wiring was not completed
08/18/00 - On hold from 10am PST until 1pm PST to try and contact Support
(Hung UP)
08/18/00 - Northpoint filed service request to fix outside wiring
Ticket# 1-1MGJ71
08/23/00 - Outside wiring supposedly fixed.
08/25/00 - Called Northpoint to schedule inside wiring again
08/28/00 - Inside wiring completed.
08/29/00 - On hold from 8am PST until 2pm PST trying to reach support (Hung
up)
Still NO Service
08/30/00 - On hold from 8am PST until 10am PST
Reached Tech Support - claimed that San Jose router had died. No
ETA on fix.
09/01/00 - On hold from 8am PST until 10:30am PST
Reached Tech Support - Still no ETA. Still no service
09/05/00 - Tried to reach Tech Support - On hold from 9am PST until 12:30pm
PST
Reached support - Router has been fixed, but waiting on new
circuit.
Still NO Service.
09/06/00 - Tried to reach Billing -On hold from 1pm PST until 4pm PST
Reached Billing - I had been charged since 07/03/00 for service
which
I still DON'T have. Rochelle says to have placed a freeze on my
acct.
09/08/00 - Tried to reach Support - On hold from 9am PST until 10am PST
Still no service. Still no ETA on when service will be restored.
09/07/00 - Tried to reach Cust. Service - on hold from 10pm PST until 11pm
PST
Finally hung up.
09/08/00 - Tried to reach Tech Support - On hold from 2:18pm PST to
4:00pmPST
Finally hung up
09/10/00 - Tried to reach Tech Support - On hold from 5:15pm to 6:58pm
On hold from 8:06pm to 9:21pm
09/11/00 - Tried to reach Tech Support - On hold from 9:02am to 12:12pm
09/11/00 - Tried to reach Tech Support - On hold from 10:03pm to 6:35am
(9/12/00)
I tried to get into tech support but ended up going to bed. I
put the line on speakerphone
and left it on all night. When I woke up, I was still on HOLD!
09/12/00 - Tried to reach Tech Support - On hold from 9:00am until 10:33am
09/??/00 - DSL Worked for 2 weeks
10/12/00 - DSL Died
10/13/00 - Tried to reach Tech Support - On Hold from 8:30am to 4pm
Finally hung up
10/14/00 - DSL Completely Dead
10/15/00 - Still Completely Dead
10/15/00 - 8pm DSL somewhat returns
10/16/00 - DSL seems back.
10/17/00 - Reached billing - Spoke to Rochelle @9:01am
She says to have started billing on 10/01 and not 07/03
I used PSN because they are one of the few people who support IDSL to my
area. I can't get
ADSL, so I have to settle for IDSL and at $39.95/mo, it was the best deal in
town. Had I known
before what I know now, I would have paid $79.95 for 128k wireless from
Ricochet.
Hopefully this will be stable now. When it works, it's not bad. Problem
is, working 2 weeks in
4 months is beyond bad.
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Review by GMCD2
Posted: 9.1 years ago
member for 9.1 years, 134 visits, last login: 7.8 years ago
Hillsdale,Bergen,NJ
$39 per month (12 month contract)
Verizon
CLEC party: NorthPoint
"Hummm, they actually fixed my problems."
"Be prepared to wait 3 to 4 hours on hold for tech support"
"Take the day off of work if you need to call them, youll be on hold all day."
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I ordered a 741/741 SDSL connection from Northpoint. I chose PSN.net because there prices at the time were by far the lowest. I am very angry for several reasons. Out of no where my DSL services got interupted. After hours on hold I reached a tech that was as usefull as a can of beans. Every time I call for tech support I am on hold a least 2 hours. This is rediculous. This even applies when I call them as soon as they open.
Northpoint was pretty good but I have a few complaints about them as well. It took 4 monthes for an installation and when I asked if I needed any additional hardware the answer was no. Well I needed a NIC card. Why couldnt they tell me. I specifically asked if I needed one.
If I had to do it all over again I would probably still use Northpoint, but never, ever even think of PSN.net.
I hope they go out of business
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Review by BryantKwok
Posted: 9.1 years ago
member for 9.1 years, 6 visits, last login: 9 years ago
San Francisco,San Francisco,CA
$39 per month
SBC
CLEC party: NorthPoint
"None"
"Bad arrangement for installation, over 75% packet loss. No people answer your call within 50mins."
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If you live in San Francisco, forget this ISP. It takes totally 4 appointments in order to complete the installation. The connection is so bad that you can't use at all. Over 75% packet loss, always totally down. Their service also bad, no one will answer your call... the fastest I got an answer for their hotline is waiting for 50 mins. They also charge you for monthly fee even the service is not started.... The installation fee is expansive too, as they just install something that didn't work and refused to refund.
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PSN Internet Service
