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Review by rscase 
UPDATED: 6.4 years ago
member for 7.8 years, 96 visits, last login: 345 days ago
 Oak Harbor,Island,WA
 $49 per month (12 month contract)
 Verizon (ex GTE)
 "Excellent service; Responsive and expert technical support; Seldom down"
 "none significant, that I recall"
 "Excellent support; Quick installation; Good transmission times; Good $ value"
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I like having a local ISP where I can personally visit with the technicians when I have a problem. I have been a client of Pioneer Internet Access (now Isomedia) since it's beginning, and have been very satisfied with their service — even thru the translocation of their business office and the transition to DSL when it was first offered here in Oak Harbor (lots of phone line work!). DSL installation time was within a week of my request, and has been quite reliable.
I have the resident Bronze+ home program (home DSL), and have experienced good transmission speed most of the time except during the very busiest of times. I am not a gamer, so I cannot comment on latency issues, which are of little importance to me. PIA's web hosting service continues to be excellent, in my opinion, rarely a break in service, and none in the past year or so for my URL.
I continue to rate Pioneer Internet Access a 9 on a scale of 10.
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Review by idaho_dm
Posted: 6.6 years ago
member for 6.6 years, 1 visits, last login: 6.6 years ago
Duvall,King,WA
Contract price not specified. (12 month contract)
"Salesperson was helpful when I was shopping around. Gave good info."
"After 4 attempts (2 email and 2 phone) to confirm appts and acct status, not a single response unti I really complained."
"Frustrating experience, but probably bad timing and a unresponsive individual."
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Story:
I was notified via email that a dsl line was to be installed at my address. The email mentioned that I the installation was on premises and the tech would need access. In fact, the specific phrase in the email was that they needed access "inside the premises", so I'm thinking that I need to be at home to give them access.
After receiving the schedule notice, I tried to call and email the author of the email to see if I needed to be at home. No reply over the 2 weeks that I attempted to confirm 4 times (2 emails and 2 phone msgs). I stayed home for the day, in case they needed access, and lost a days wage (I work sporadically and by the hour).
So, I spend the day trying to get in touch with someone who can actually look at the details of my account to tell me if there is a tech attending to my appt. The customer service can only tell me that the appt is today. Finally, I leave a strongly worded (but respectful) phone message on the original contact's v-mail and a tech supervisor calls back.
He tells me 2 very frustrating things:
- I didn't have to be at home, which they could've informed me of as I had been trying to confirm this all along. And, of course, before losing $250+ worth of wages.
- The line was not connected today for no clear reason.
So I am in limbo and at the mercy of the process. I will continue with the installation because I have few options for connectivity in my area.
However, at this point, I will steer my personal and professional associates away from isomedia's services. They are welcome to address the issues and I will reconsider my opinion/review of their poor service.
*** If Isomedia is reading this, special thanks to the Tech Supervisor who did finally return my contact attempts and tried to help me. His contact name should be in the contact log for my account.
Part 2:
Called a day later to verify my account status with a customer service rep. I did this just to make sure that my account was being worked on. Was told that my order had been cancelled, though I did not cancel it. I have an email into the salesperson and tech supervisor for explanation. All I want is broadband....
Final update:
Apparently can't get iDSL where I am because of the type of switching station nearby. The coordination overall was okay after I started being a pain to them, which raised my frustration level. Before that though, I wasn't getting any return calls/emails from my supposed contact.
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Review by (hidden by request)
Posted: 6.7 years ago
(review was emailed from domain alcatel.com)
Denver,Denver,CO
$79 per month (month by month)
Qwest
CLEC party: Covad
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Review by dgoldsmith
Posted: 6.8 years ago
member for 8.7 years, 49 visits, last login: 4.2 years ago
Santa Fe,Santa Fe,NM
$99 per month (12 month contract)
 about 17 days
Qwest
CLEC party: Covad
"Install went flawlessly. Appointments happened when they said they woudl"
"Wasn't told when Qwest was coming, but I didn't need to be here anyway"
"I'd use them again"
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17 days from order signing to successful install.
Once I got the right person at tech support, interfacing to my wireless router was a piece of cake.
Speed is as expected.
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Review by sandal
Posted: 6.8 years ago
member for 6.8 years, 1 visits, last login: 6.8 years ago
Mount Vernon,Skagit,WA
Contract price not specified.
Verizon
"Excellent customer service"
"I'd recommend them!"
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Isomedia/Pioneernet has always provided me with stellar customer service. They respond quickly and professionally to any concerns I have. I'm particularly pleased with their use of something called "viruscatcher"; as I understand, this system extracts virus ridden attachments and then forwards the emails to me, so I can then notify the sender of a potential virus issue on their system. I keep my system protected with AV software and a Firewall but it sure is nice to know my back is covered by my ISP.
Thank you and keep up the GREAT work!
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Review by HORNHEAD
Posted: 7 years ago
member for 7 years, 0 visits, last login: 7 years ago
Santa Rosa,Sonoma,CA
Contract price not specified.
"Great Technical Service and Vanessa Is Very Helpful!"
"I Wish That They Offered Regular DSL Service Here"
"If You Like Great Service, I Recommend ISOMEDIA.COM!"
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I live in a rural area, so DSL is a must. Few companies offer DSL service out here where I live and of those who do, ISOMEDIA.COM offered me the best prices. Heck, some companies want DOUBLE the amount that ISOMEDIA.COM charges!
Vanessa, a customer service representative, is very kind and extremely helpful. Lance, a technical support guy, was very courteous and prompt with his service.
I'm very pleased with this company. If you need a reliable provider who has a great staff, you really should consider going with ISOMEDIA.COM. I'm glad that I did.
David
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Review by misterlance
Posted: 7 years ago
member for 7 years, 1 visits, last login: 6.9 years ago
Edmonds,Snohomish,WA
Contract price not specified.
"Great communication, a super tech team, and reliable service."
"None yet. So far I've been very impressed with them."
"A very responsible company. What more could you ask for?!!!"
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My previous ISP discontinued providing DSL service and my account was forced to a different DSL provider (ISOMEDIA). Although I was initially upset at getting bounced around, it turned out to be the best thing that could have happened. My first week's experience with ISOMEDIA's personnel has been better than the last five years at my other ISPs. ISOMEDIA is much more responsive, they communicate well, and they provide a very reliable service. Their tech team is efficient and accurate. In summary, I'm very happy with ISOMEDIA and glad I can count on them. I now see why ISOMEDIA is rated tops in their field. 5STARS*****!
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Review by (hidden by request)
Posted: 7 years ago
(review was emailed from domain isomedia.com)
Redmond,King,WA
Contract price not specified.
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I want to tell you how impressed I was with your customer service and technical support people during the crisis with Connect Northwest accounts today. I understand that CNW just disconnected the DSL accounts with no warning, so internet and ingoing and outgoing mail were cut off with no warning at 2:15pm PST.
Because of the call volume, I had to call numerous times for 2 hours to get all my problems resolved, but your people kept their "cool" and dealt very professionally and efficiently with overwrought and bewildered customers.
Thank you very much for a job well done.
Vicki Pugh
previous CNW customer (aka CNW "dumpee")
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Review by portugal
Posted: 7 years ago
member for 7 years, 0 visits, last login: 7 years ago
Seattle,King,WA
$22 per month (6 month contract)
Verizon
CLEC party: Verizon (ex GTE)
"Fast, Efficient, Friendly, Courteous, Cheap"
"Highly Recommended!"
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Several bad experiences with my former ISP and an email from them stating that they would no longer support Verizon DSL, plus a follow-up email from IsoMedia caused me to change my ISP.
Within one day, I was signed up, with email and personal web space. IsoMedia had Verizon expedite the connection change. It all happened within 24 hours!
Very good service from IsoMedia, both sales AND tech. support!!
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Review by webcpa
Posted: 7.4 years ago
member for 7.4 years, 0 visits, last login: 7.4 years ago
Kirkland,King,WA
 Business customer
$159 per month (12 month contract)
about 7 days
Verizon
"Informative, efficient, effective"
"Is this too good to be true? (not yet)"
"You want broadband without being an IT professional? Go Isomedia"
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I needed business service. I have dealt with the telcos and found that it is difficult to get to that "right" person if something is in working at install. Telcos are notorious for being overly bureaucratic. That system can work when all the kinks are worked out (getting a new phone line can be very easy these days). But broadband offers a new level of detail that seems to be difficult for telcos to service efficiently.
Enter Isomedia. I call them, they call the telco (or Covad) and their techs talk to the hardline techs. None of this "let me transfer you" stuff I get when I go direct to the telco. Isomedia takes the whole of the technology and provides it to me. I don't have to know what Frame Relay means, or Latency, or whether or not I need a certain level of service. They ask the right questions, politely, and come up with the right service for me. Of course, if I ask the more detailed questions, they are quick to respond at the level that I am asking. So those techies out there can hammer them about "store forward" or vpn or whatever it is you want to. I'm sure they can respond at your level. I see this as one of the biggest hurdles for ISPs in this day of broadband: Can the service provider give complete, concise info at any level in a polite manner? In Isomedia's case: ABSOLUTELY.
Did I say the service installation was handled as they told me, in a reasonable time frame? (It was) Or that I can always get through to a real person in Ordering Service, Technical Help, or Accounting, quickly? (I always can) Oh wait, did I tell you that I don't have to talk to the hardline people (Covad, Telcos)? (I think I did) This is one stop shopping folks. These people become part of your team. Let the others try to compete with Isomedia. Or should I say try to BE like Isomedia. If so, broadband wouldn't have had such a rocky start.
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