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Review by caboose
Good "The service is working just not at the advertised speed"
- Location: Hartford,Hartford,CT
- Business customer
- Cost Contract price not specified.
Bad "Their NOC does not want to resolve the issue"
Overall "Not getting the speed that was paid for"
|Pre Sales information:|
Value for money:
My clients contracted for 6 meg symmetric service from Cypress.
Cypress claimed that our building, located in a downtown area, was already 'lit' for their service. Yet the service took months longer to install then they promised.
Their excuse was that they needed to order a line from Verizon and they were waiting for that before turning up the service.
But if the building was pre-lit, why a need to order a new upstream circuit? Assuming there was already fiber into the building, they only needed to up the speed of the PVC going to their concentrator, which is just a programming change on the Verizon end.
When our line was finally delivered, the downstream link tested at 6Mbps, no problems. But the upstream end never got any better than 2 to 3Mb.
We've been going back and forth with them for months on this issue. They dispatched a tech on 2 different occasions. Each time they ran a speed test and claimed the uploads were at 6 Mb. Nope, not when I ran a speed test using actual file transfers.
The DSL Reports test page said that Cypress was using upload compression, so the flash-based speed test results couldn't be trusted. When I mentioned this to the NOC technician he said that wasn't true.
The tech swore that our port was set for 6 Mb both up and down. Then he had us run a speed test using Speakeasy's site. Lo and behold this test showed a 3 Mb upload rate. The tech didn't have much to say after that.
If you get service from these guys, use the DSL Reports speed tests to verify that you are actually getting what you paid for!
member for 2.6 years, 1 visits, last login: 2.6 years ago
lodged 2.6 years ago
Review by what87
- Location: Sherman Oaks,Los Angeles,CA
- Business customer
- Cost Contract price not specified.
Bad "No features, terrible service"
Overall "Awful phone company"
I am an employee in a company that rents offices from another company. Unfortunately, I have no choice over the voice/data provider. This provider is terrible and has the worst technology for any provider I have used.
First, when you call customer service, they cannot look you up by your phone number. A phone company that cannot find you by your phone number?
The company also has a 24 hour turnaround time for everything. For example, today I locked myself out of my voicemail, they can only put in a ticket and get back to me within 24 hours. So I'm locked out of my voicemail until somebody decides to get back to me which may not be until tomorrow.
One time, they did an upgrade or a reset of their system and THEY locked me out of my voicemail on Friday. The representative told me that all their engineers had gone home on Friday and this was not an "emergency" so I would have to wait until Monday.
They are also unable to block my caller ID. I spent 25 minutes on the phone with a CSR who finally figured out she could change my caller ID to 000-000-0000. Then I had to call back to change it back to my original caller ID I cannot do this myself and I have to call a rep to do this and undo this every time.
Multiple times, I have been unable to dial a number and was forced to use my cell phone. When I called in, they said they could only put in a ticket and it took more than five days for this to be resolved the first time. Apparently the area code was not programmed into their tables. The subsequent times this happened it only took two days to fix.
One day I received an e-mail from a client who was trying to call me and asked me if I had moved. I later found out a lot of people had been trying to reach me but my phone had a busy signal to some, but not all callers. It took Cypress over two weeks to fix this problem. I had to call multiple times and each time, they just said "We'll put in a ticket." or "I see your ticket is already in the system." They were not the least bit apologetic and they never seem to understand that I rely on this phone for business and that waiting 24 hours before someone even looks at my problem is unacceptable when I cannot receive more than 50% of my phone calls.
I have this horrible intermittent echo that my coworker does too and they will not fix because they cannot replicate it.
The Internet used to go out all the time, though it has been better lately. The speeds are ok, though their DNS was awful. I changed all of our employees computers over to OpenDNS which fixed that problem.
member for 3.5 years, 34 visits, last login: 2.3 years ago
lodged 3.5 years ago
Review by bbq_snob
Good "Very Nice Equipment Used, Responsive Technicians"
- Location: New Orleans,Orleans,LA
- Business customer
- Cost Contract price not specified. (24 month contract)
- Install: about 7 days
Bad "The most service outages I have ever had from an ISP"
Overall "Too frequent outages and never a straight answer"
I am an IT Director for a company with multiple offices. Two of which are Cypress Customers. One office has two dedicated 1.5 T1's and the other is using their C4 VoIp internet/phone package.
I have done two migrations with them in the past 3 years in the Houston area. None of them have gone well. In each case at least 1-2 days of total phone and service outages.
More recently a simple Router upgrade lead to one week of VPN loss to my remote office.
Problems in our Main office:
Our main office has been without internet service 3 times in the past month. The outages are never explained by Cypress, and upon support calls they claim all AT&T Circuits are down to my area or building. Our company watches as our competition running on cheaper ISP's continue to work.
We are now searching for a real ISP for the main office and it will not be Cypress.
member for 5.6 years, 0 visits, last login: 5.6 years ago
lodged 5.6 years ago
Review by Lord_Nougat
Good "Cost and bandwidth"
- Location: Los Angeles,Los Angeles,CA
- Cost: $50 per month
- Install: about 14 days
Bad "Terrible service, mystery charges"
Overall "avoid this incompetent ripoff"
As a perk of living in this particular building, T1 speed bandwidth was offered at $50/Mo. Initially, it took longer than they claimed [they said it would be ready in time for us to move in, but due to some unforseen problems, it took an extra week.
Once service was initiated, the connection would drop rather often, every other day, for several hours. They told me they had a faulty switch, which led to the question: if it's so faulty and drops everyone's connection all the time, why is it not replaced? Eventually, after months of calls it allegedly was - although the connection still went down regularly, although a bit less frequently. I would call their "support", and they'd eventually restore service, usually in several hours or a day. For the price, I was somewhat willing to accept this.
Then came the time to move out. I called to let them know when our last day was, and request that our account be closed after that point. For some reason, customer service couldn't handle this incredibly difficult request, and I was referred to billing, who then told me to call customer service. Eventually, I got the call "escalated" to someone who claimed to understand. After an hour on the phone with this person, I was given a number that was the total we owed though the closure of the account, which was paid immediately. The following month, at our new address, I recieved another bill, so I called them back. Their representative apologised and claimed it was an oversight, and that the account was, indeed closed.
Months later now, I have just recieved a bill from a collections agency for 4 more months of "service".
member for 11.3 years, 12 visits, last login: 85 days ago
updated 6.5 years ago