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Review by GrrlBot 
member for 13.3 years, 1 visits, last login: 13.3 years ago
lodged 13.3 years ago
 Atlanta,Fulton,GA
 $60 per month- (12 month contract)
| Pre Sales information:
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(ratings well below consensus)
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I don't think I'd have the time or patience to list every issue I have with BellSouth and their DSL. Here are some brief considerations beofre ordering:
--Extensive and Freuquent Down Time (with no notification or estimate of when lines will be back up)
--THE WORST TECH SUPPORT IN THE HISTORY OF THE WORLD
--Difficulty in setting up appointments (usually have to schedule 3 weeks in advance)
--Difficulty in getting lines serviced/installed (techs don't show up, don't have right gear, don't know how to fix problem)
--THE WORST TECH SUPPORT IN THE HISTORY OF THE WORLD
--Don't even THINK about moving even a block away, it will take you 8-12 weeks to get your DSL back.
--BellSouth "opens" lines for other ISPs (I just recently switched to Zyan SDSL) but doesn't complete the job...still waiting on BellSouth to come back to my house and fix what they screwed up.
--THE WORST TECH SUPPORT IN THE HISTORY OF THE WORLD
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Review by alpha1420
member for 13.3 years, 1 visits, last login: 13.3 years ago
lodged 13.3 years ago
- Hollywood,Broward,FL
- $60 per month
- (12 month contract)
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Let me be direct......BellSouth.net ADSL service.........sucks......
customer service is nonexisitent....try being on hold for over an hour and a half.....and then being hung up on.......speed ranges from blazing to molasses...unfortunately it's usually somewhere just a hair above modem speed. I wish my GF went down as often as my server......"at this time we have no ETR for your area" I've heard that more times than I care to think about.....the only bright point so far were the installers....very good at their job....kinda of ironic that they didn't work for BS.net they were subcontractors......go figure. Yes when cable becomes available here I will drop BS.net like yesterdays newspaper....and eat the 300 bucks I spent on installation.....
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Review by technooo
(review was emailed from domain mindspring.com)
lodged 13.3 years ago
- Augusta,Columbia,GA
- $50 per month
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I have been a bellsouth.net user for almost 4 years and until I
moved to Augusta GA I thought they where pretty good,
Well they proved me wrong !!!
1. Installer shows up spends 4 hours trying to get me connected it FAILS
2. Installer is totally unprepared and does not know what he is doing
and has to call in for help
3. Installer does not even have all the equipement there supposed to have to
do the job he says.
3. A day later I get connected I think great I was wrong again I
kept getting disconneted so often from online I think dialup on a 14.4
is more stable.
4. Bellsouth totally drops the ball on the billing itself which is
supposed to go on my phone bill in the following way.
I pay a little every week or so on my bill sure I am behind 300 bucks but
hey I have been using them for over 5 years as my phone company and I
ALWAYS pay the bill even though I might be late.
So its Christmas as we all know and I am behind I try to go online and
they have CUT me off no notice or nothing.
Turns out the payments I have been making to them that bellsouth has been
keeping all the money for themselves and not forwarding a portion to there
there ISP division like there supposed to so I am 2 months behind on the
bill because of it.
They TOTALLY refuse to to work with me and let me make payments and so
now I have no ISP.
5. Next day I get mindspring as my isp I may even get cable now instead
of DSL or I will wait for Mindspring to get DSL in my area but I
will NEVER use or recommend bellsouth as a isp to another person.
Charles Stanley
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Review by jeff
(review was emailed from domain shoesforcrews.com)
lodged 13.3 years ago
- West Palm Beach,Palm Beach,FL
- $50 per month
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BellSouth stinks! It took 6 appointments to get me connected and one
appointment was a no-show. The first appointment was for 9 hours, I left for
work and when I got home the Bell South installer was still at my house
eating pizza. Finally I had to schedule an appointment on a Saturday so I
could be there. I had to help the technician and finally was able to get a
connection clocking at around 1.2 mbs.
That lasted a week, and I've been down for 2 weeks. I've put in SEVERAL
calls to the tech. support and customer support numbers. They in turn sent
at least 4 trouble tickets to the N.O.C. I am very unimpressed with the lack
of customer care and the LONG, LONG wait times on hold. There is no feedback
about outages and the phone support personnel are very uninformed from the
N.O.C. Every time I called they assumed the problem was on my end. They
would lead me through the same old script of checking everything on my
computer without checking previous complaints. Finally I got someone to
acknowledge that there is difficulty with the circuit I am on, but no one
can give an E.T.R.
I think Bell South has a lot to learn and a long way to go concerning their
customer and technical support. Also there is a lot of bureaucracy between
BellSouth.net and their N.O.C. They don't seem to work together too well.
Jeffrey Fawcett, I.S. Manager
Shoes For Crews, INC.
561-227-0741 fax: 561-683-3080
jeff@shoesforcrews.com
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Review by labonnesante
(review was emailed from domain abac.com)
lodged 13.4 years ago
- Miami,Miami-Dade,FL
- $60 per month
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Tried to add to your reports, but could not figure out how to.
12-22-99
from: Kuprian
my email: kuprian@kuprian.com
about: bellsouth.net adsl service
It took them 4 visits to our house to install properly, and leave our
phone lines working. Had to be home each time and wait for them. They
are down constantly (since last July 1999), at least once every
day or two. I think we only experienced one month of decent service the
whole time. They give no warning or estimates of down time. After
getting high blood pressure from dealing with them on the phone, we have
decided to give telocity.com a try. DO NOT RECOMMEND BELL SOUTH TO
ANYONE!!!
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Review by dafreedm
member for 13.2 years, 4 visits, last login: 13.2 years ago
lodged 13.4 years ago
- Boca Raton,Palm Beach,FL
- $70 per month
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I live in an area (Florida) where adsl service has nort been very reliable for the past 5 months. I can live with that if BS cared enough to provide a reasonable level of customer communication and support. However, there is no official web site or email location to provide or get information from. I do not consider a public newsgroup adequate for cusomer. problem reporting/ problem resolution. There is no way for BS to measure quality of service with that mechanism. The telephone support line has been effectively unavailable since it requires multiple hours of wait time and is manned by support people who either do not have enough info or tools or are not properly trained( there are not enough of these people to support all of the problems in the network.
Bottom line is that BS ADSL FASTACCESS provides the worst customer/technical support processes and personnel I have ever experienced with any company.
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Review by LordHokuto
member for 13.4 years, 0 visits, last login: 13.4 years ago
lodged 13.4 years ago
- Ormond Beach,Volusia,FL
- Contract price not specified.
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I've been waiting for years to have a high speed connection in my house in Daytona Beach, and I thought that Bellsouth would deliver, but sure enough, it doesn't. Let's start with actually getting signed up talking to the salesperson was painless enough, but, In proper Bellsouth fashion, the order is never put through and they fail to say anything, so when October 30, the installation date, rolls around, nothing. I call up and They have the temerity to tell me that I cancelled the order myself. After a good hour of complaining, i get rescheduled for 2 weeks later. The technician that came by was as helpful as he could have been, but the central office failed to have anything set up for the connection, so the two of us are on hold will tech support for 3 hours while god-only-knows who is trying to solve the problem. Of course, the problem isn't solved and the technician leaves, so i have everything setup except for the actual connection! A day later I get my connection up, and it seemed faster, at least until I found out that 20k/sec. IS NOT FAST AT ALL! I'm supposed to be getting 300-400k on this thing at the very least! The bellsouth people manage to screw up my account a day later and once again i'm left with no connection. The reason for this is that my number on the DSLAMM keeps getting knocked out, and this happens several times until they finally get it to stay in their system. This all took about 2 weeks by the way. I'm still left with a 20k connection (I've tried the registry stuff by the way) And my friend who lives almost across the street from me get's the same speeds, and we've confirmed that the poor speeds are all Bellsouth's doing. My friend called about the new backbone that's supposed to be put in to increase speeds, but the techie said it might just be a rumor. So all in all, an awful service from an awful company. Hopefully they can get their act together sometime soon.
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Review by benb2
member for 13.4 years, 5 visits, last login: 11.7 years ago
lodged 13.4 years ago
- Raleigh,Wake,NC
- Contract price not specified.
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I have been with Bellsouth's Fast access for about a year and while I wouldn't go back to the 56k, ADSL is not for everyone. Bellsouth.net is the most poorly managed company that I have ever dealt with in my entire life. They have no concept of other people's time nor the capacity to manage the technology which was granted to them exclusively in their region for some time.
In typical Bellsouth.net fasion, they failed to show on the first sceduled installation. Not only did they fail to show on the first, they missed the next seven as well. They never called nor did they even apologize. Furthermore, the first missed appointment was on a Saturday and noone was even in the office to find out what was going on.
After the installation, I noticed interference on the line whenever my modem was turned on. Bellsouth said that it must be a card(???) in the central office that wasn't seated properly and that it would be fixed. A month later, it still was not fixed. However, bellsouth showed that the card(???)had been checked so the problem must be the splitter. We replaced the splitter 3 times. I even ran some CAT5 cable which I dedicated to the ADSL line directly to the splitter. Finally, I demanded that they send an engineer who rerouted my wires all the way back to the central office. I got to know him personally. When that failed, they flew in some engineers from Alcatel and had some of the engineers from Cisco which is located nearby come take a look at this phenomena.
I then resigned to get a second telephone line which was suppposed to be on Bellsouth' dime. While the regular Bellsouth guy was installing the line, he called the central office and told a lady that he knew there to check the card(???).
She did and found that it wasn't seated properly. Viola! It was fixed after 3 months and a grand total of 120 hours on the telphone with support, the NOC, Alcatel, Bellsouth, and the engineer.
Guess what though. Bellsouth charged me for the second telephone line anyway even though they promised not to. That took another six hours to resolve.
This is very typical of Bellsouth.net support in that the right hand never knows what the left is doing and I've found that on average, Bellsouth.net will actully follow through on about 8% of all service requests. This means that if they tell you that they will fix something overnight, you have about an 8% chance that they will do anything at all. However, you have about a 20% chance of finding the individual that blew you off the night before.
One time I moved my website and domain from one host to another. NIC changes take about two days to propagate to DNS servers. About 4 days later I was still being routed the old ISP address. After, checking with my new web host I and verifying that the NIC order had gone through, I decided to log into Mindspring and sure enough, when I entered the address, I went to the correct site. So I used a trace-route utility on the web to see what IP address ISPs all over the world were resolving for my domain. All were sending me to the new and correct address. Obviously, it was an issue with Bellsouth's DNS server. It took over two hours to convince tech support that the problem was on their end and not mine nor my host. Once they recluctantly transferred me to the NOC, it took another 2 hours to convince their senior techs that the issue was their DNS server. After a healthy bit of debate and finally me shouting, they apoloized and one of the engineers finally said that he understood what I was saying and that he found a problem with the DNS server. Next day it was fixed.
Recently, Bellsouth updated their routers and two of my Bellsouth accounts were sent into lala land. I called about this issue and support typcally insisted that the issue was on my end. They would not connect me with the NOC or the DSG until I
A: Deleted my DHCP folder from the registry.
B: Adjusted my network settings so that they could try to ping me.
C: Powercycled the modem:
D: Physically removed the Network card and reinstalled it.
I now had three hours invested in the issue before we could even start the session. The NOC said that they found the issue and they gave me temporary solution. Meanwhile the DSG would have to change some settings. All this took another three hours. One week later, I'm back out and the DSG had not done anything. I called in and of course the tech support wants me to do A, B, C, and D before they will call the DSG. Another three hours just to convince Bellsouth.net that the problem is still on their end. Meanwhile at work, I'm doing the same thing with my account there. Over 20 hours was spent on this issue altogether.
I've seen the hoopla from the Bellsouth camp that ADSL isn't easy to roll out and that the tecnology is new...blah, blah, blah. Although these problems have been technical in nature, all of these problem could have been solved n about 1/2 hour each if I could get the right person on the line. This is poor managemant folks. Plain and simple. Personally, I think Bellsouth needs to reassess thier outsourcing situation. I also think that they need to fire Bellsouth.net's president. I've met him and he is both nice and intellegent. But, his management of Bellsouth.net has been an embarrassment to the organization that had an entire industry in their geographic location handed to it on a silver platter.
Individually, I do like most of the people at Bellsouth.net. But, as a team, they are losers and they need to spend less time patting themselves on the back and more time training.
Anyway, getting past the management. I get all of the advertised bandwidth and that is why I put up with Bellsouth.
As an ISP, Bellsouth.net is terrible once again. The newsserver drops post and retention is about one day. I've also heard alot of complaints about web caching although it has never affected me. I have seen it happen with their web hosting service and it is annoying.
I would like a static ISP business solution though. Unfortunately, by the time Bellsouth.net starts offering it, I will be considering another ISP. But, if you read the newgroups, Bellsouh makes that alternative rather upleasant as well. Apearantly, getting them to take the nessisary actions to switch ISPs is like trying to gt them to do anything else.
Hence, I say that Bellsouth's Fast Access isn't for everyone. Dealing with a company like Bellsouth.net takes a certain amount of patience and technical knowledge to be able to wade through all he BS that they will surely and consistantly hand you. Wether the Bandwidth is worth the hassle is an individual decision.
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Review by cbemis
member for 13.5 years, 36 visits, last login: 9.7 years ago
lodged 13.5 years ago
- Jupiter,Palm Beach,FL
- Contract price not specified.
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Update on BellSouth Fastaccess in SoFla
Today, Wednesday, 11/24/99, I discover ADSL is broken at 5:00AM. I wait until
6:00AM to investigate the problem and call tech support and open a ticket as
I always do. I call- at 6:00AM.
The issue is that the Miami gateway passes no packets but it is up and alive
and I probe it. It passes no packets. I can see a variety of end systems
on my side of the gateway and I presume they are as dead as I am. Phone is
finally answered at 6:40AM, by Janice Hall and I force the opening of
Trouble Ticket #142008 after explaining. I ask her to call NOC. She says that
she is not allowed to. I ask for Supervisor and go on hold again because the
excuse was that the Supervisor was on the other line. At 6:50, Janice comes
back and says she has NOC on phone and I begin to see that they are diddling
with the gateway as I see changes, but still no connectivity. I thank her
for support, such as it is but it is not her fault. The incompetence is
much further up the line.
At 7:00AM, gateway goes entirely dead and I lose the dynamic ARP entry because
it does not respond. At 8:12AM, gateway come partially up but it is still
broken and if I had not called already, it would have been sufficiently
bad on my side to warrant a call--intermittent connectivity and packet drops.
At 8;42AM, I experience pauses of up to 1 minute at a time at intervals of
5-10 minutes. Tis just the gateway with the problem, and as far as I can tell,
because it is not up long enough to probe throughly, it is only the gateway.
Pauses also mean that there is noreachability to the DHCP/DNS Server.
Uncomplainable service is established at 10:00AM or so.
Your service is pathetic and your NOC support is horrible. BellSouth needs
some SERIOUS CLEC ADSL competition and I will attempt to find it now that the
FCC has ruled that my POTs line is accesible by them. BellSouth FastAccess
may be history unless you do something besides send out canned mail messages.
Please call 1-888-321-2375, 2+2, ask for NOC, and network engineering. Read
to them from this message. Pass it to YOUR Supervisor as well.
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Review by
(review was emailed in)
lodged 13.6 years ago
- undisclosed location
- Contract price not specified.
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They ran what they call an MLT on my line and it showed me being 11,000ft. from the CO. I usually get 140kbyte/sec or above downloads but they realiability of the connections suck !! They will be fine for a few days and all of a sudden you are all night without a connection ??
I also have had to have 4 installers come out to my location and I still have my splitter wired incorrectly or it could be a problem with the sucky Alcatel 1000 bridges they use.
When ever I pick up the phone to make or receive a call I lose sync. This realibility sucks !!
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