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Review by Oregonian2 
UPDATED: 1.3 years ago
member for 1.3 years, 186 visits, last login: 51 days ago
 Beaverton,Washington,OR
 $26 per month (12 month contract)
 "Good support, mostly friendly folk, and local!"
 "DSL service company (going"
 "For DSL they provide great service with a local flair"
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I have to admit up front that I've just canceled my Spiritone/Aracnet 768/128 DSL account after using it for about ten years. I felt a little guilty about canceling after good service for such a long time, but even the technical support guy who answered the phone when I called them said that "I've got to do what I've got to do" (which was to go to FiOS which blows most anybody's DSL away).
Although I never had to, it was reassuring that I could have driven down to their offices to complain about something if I had to and that if I called them I was calling someone local -- not someone half way around the world.
Technically speaking they aren't a DSL provider, they're an ISP, the ISP that the DSL link connects to (Verizon is the central-office and copper owner, although that copper is now decommissioned due to our FiOS installation).
But, if one wants DSL I can heartily recommend them for the ten years of good service that we had from them. That's mostly what I have to say. Oh, and I didn't mind the static IP that I had with them, unlike the DHCP'd address I get with FiOS now.
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Review by chrisca
Posted: 2.9 years ago
member for 3 years, 9 visits, last login: 2.9 years ago
Beaverton,Washington,OR
$34 per month (12 month contract)
 Verizon
"Small local company, short hold times for support, good support for non-line issues"
"Poor support for line issues (everything beyond the computer, router, and modem)"
"Not a good choice for business or mission-critical needs."
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Review of SpiritOne.com DSL Service
I have been a customer of SpiritOne for six years, starting in 2000 when they were originally Aracnet. Until 2005, the service was trouble-free. I had only one outage during that time, and it was cleared up in a few hours. In 2005, things really started to go downhill. That year, I had a nine-day outage with no Internet service at all. Repeated calls to SpiritOne, and Verizon, who handles the physical line and modem, were handled very slowly considering the connection was completely dead. There was a lot of finger-pointing between the two organizations and no one wanted to take responsibility to solve the problem or work together as a team. Over that time a technician from Verizon visited my home twice to check the DSL line. It was clear to me that my modem was operating properly, my computer was configured correctly, and that the problem had to be at the Verizon switching center or the ISP. Finally, the problem was resolved but I received conflicting reports from Verizon and SpiritOne, each blaming the other for the problem. I ended up writing a letter to the Oregon Public Utility Commission about the incident, but was told that Internet service was not something that they could act on a complaint about. I was shocked that no governmental organization seems to be overseeing Internet service companies.
I had a year of satisfactory service after that, until November 2006. This time, the connection was somewhat functional. Transfer speeds slowed below the 768k/128k I was paying for, and FTP transfers became unreliable. Web browsing was intermittent, with some pages loading and others loading only partially. Periodically, I’d open a browser window and there was no download of HTTP traffic, though it appeared that DNS was working. I contacted SpiritOne again and this time, started tracking the speed on DSLReports.com. Below is a test history showing the measured speeds:
Your Tool and Test History
Time(last 24 hours) Test Results.. Comment..
download upload Server Your Domain
del 26-11-2006 09:59 AM j-speed 485 Kbps 21 Kbps California, USA aracnet.com more
del 22-11-2006 10:43 AM j-speed 625 Kbps 109 Kbps California, USA no rdns
del 21-11-2006 06:22 PM j-speed 404 Kbps 51 Kbps California, USA no rdns
del 21-11-2006 05:57 PM j-speed 482 Kbps 11 Kbps California, USA aracnet.com more
del 21-11-2006 04:18 PM j-speed 329 Kbps 37 Kbps California, USA aracnet.com more
del 21-11-2006 01:45 PM j-speed 228 Kbps 7 Kbps California, USA aracnet.com more
del 21-11-2006 12:18 AM j-speed 280 Kbps 62 Kbps California, USA aracnet.com more Supposedly 768/128 service
del 20-11-2006 01:41 PM j-speed 320 Kbps 35 Kbps California, USA aracnet.com more
del 19-11-2006 10:07 PM j-speed 205 Kbps 43 Kbps California, USA aracnet.com more
del 18-11-2006 06:21 PM j-speed 277 Kbps 35 Kbps California, USA no rdns
del 18-11-2006 08:52 AM j-speed 351 Kbps 40 Kbps California, USA aracnet.com more
del 17-11-2006 07:52 PM j-speed 277 Kbps 39 Kbps California, USA no rdns
del 17-11-2006 06:24 PM j-speed 266 Kbps 23 Kbps California, USA aracnet.com more
del 17-11-2006 05:46 PM j-speed 386 Kbps 31 Kbps California, USA aracnet.com more This is DSL?
del 17-11-2006 05:30 PM Line quality 0% loss latency 146ms more
Note that on only one day, November 22, was the speed anywhere near what I was paying for. That was the day that Verizon claims to have swapped out hardware in their central office where my phone line was attached to their equipment. I was away for a few days, had another good day of service November 25, and on November 26 the problem returned with the same behavior as before. During this whole time, SpiritOne and Verizon took a very simplistic approach to diagnosing the problem, asking me to disconnect and reconnect my modem and in-home router, and refusing to run any more detailed analysis, such as a line trace. Given their lack of interest, I suspect they don’t even have the capability of monitoring a customer’s traffic and seeing what’s wrong with it in any level of detail that’s needed to understand my problem. I contacted SpiritOne again on the 26th asking for another investigation of what was going on.
As an example of the kind of service I was getting during the outage, I tried several times over many days to do an FTP upload. During the upload, the upstream connection speed was zero for about half the time and far below the provisioned level of 128k for the remaining time. When the connection was working properly, the upstream speed was very near 128k steadily and did not drop to zero at all. The outage continued for more than two weeks before it was finally resolved, and I never received any kind of details on what was done to fix it.
Now, the technical support people at SpiritOne are polite and helpful in some ways, but their hands are tied in that they are contracting with Verizon to provide the physical connection and SpiritOne cannot diagnose or service everything that’s involved in connecting the customer to the Internet. That puts them at a serious disadvantage. It’s nice to be able to call people who pick up the phone right away, and are not in a call center in India. However, I am trying to run a small business over this connection and it’s just not working out. The model of having a company like Verizon, who wants to sell me Verizon Online DSL or FiOS which are both managed entirely within Verizon does not put any pressure on them to handle a customer complaint from a subcontractor like SpiritOne. Verizon would rather see me do business directly with them. Based on this experience, however, I’m not very likely to do that. If Verizon were to handle service issues promptly when I report them to SpiritOne, I’d be more interested in considering FiOS.
The result of all this is that the customer can’t get a reliable connection, and gets angry. But getting angry with SpiritOne isn’t the solution because Verizon’s underlying DSL service is poor, at least in my location. Recent changes to the terms of SpiritOne’s contract prevent the customer from calling Verizon and voicing any problems with the service.
I must conclude that the model of offering Internet service through an ISP and having a phone company who’s also in the Internet business provide the physical line is broken, and possibly in violation of antitrust laws. The phone company clearly isn’t interested in working to keep the customer happy and it’s caused me to lose time and money as a result. I’d like better service from SpiritOne, but were I in their position I doubt I’d be getting any better cooperation from Verizon. So if you are considering buying DSL service from SpiritOne, be very careful, and don’t try to do anything mission critical with it. You’ll likely get burned.
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 Review by JTC
UPDATED: 3.2 years ago
member for 7.8 years, 2029 visits, last login: a few hours ago
Portland,Washington,OR
$22 per month (month by month)
Verizon (ex GTE)
"Good prices, very friendly staff"
"No 24/7 tech support, new billing software in use (billing burps)"
"Not a bad outfit, but needs to get a few things worked out"
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My DSL provisioning experience has been a long running adventure.
After Verizon finally provisioned my DSL line (1st try, almost done, cancelled due to the modem messing with the voice line, Verizon claiming they can't do a dry line or that there has to be a working voice line for ADSL), I called Aracnet that night and had my port on the router turned on. Whee, I've got broadbadn back (used to have Reflex until they went under so suddenly). This was back in mid November of 2001.
The next afternoon, I find that I can't get past the router. I call their tech support, they say that my account was disabled due to non-payment. Talked with billing, and their new billing software had automagically disabled my account due to it being short a single dollar. Billing did turn my account back on, but I could not access my machines remotely (I was away from my flat at the time). Tech support suggested to power cycle the modem, then call verizon if it still didn't work. I did so later that night, no joy. Called Verizon's DSL support line, they said everything looked good.
Called tech support again the next day (grumbles about no 24/7 TS), explain the situation. Tech looks at the system and my account, says she will call the sysadmin and call me back. About an hour later, she calls back and I'm back up and running.
A few weeks pass (early December), my account is dead again per the billing software, I owe for December and I'm past due. I explain to billing again what happened with my account (their records still show the original try at getting DSL as my start date back in June/July). I play phone tag for a few days, and they assure me that my account is current.
Since then it's been working just fine. Aside from about a week ago when the router was having "issues" for a few days on the weekend (no response from the gateway IP and the TS line was always busy), I've not had to call them at all. Sometimes packets take a bit longer for TX/RX than expected, but to be fair, I am on the outskirts of the CO range.
UPDATE: 1/28/02
Renewal time! Called Aracnet to verify the amount, and for some reason, they think I've got a sliver plus package from Verizon and want to charge me for that amount. ??? If it wasn't such a pain to switch ISP's, I think I might switch to DSL only.
UPDATE 4/11/02
So far, it's been great. Connection hasn't gone down since the initial setup, and I've not had to ever call tech support since. My connection speeds are about 80K/sec download max, with an upload of 15K/sec max. Considering how far from the CO I am, I'm not complaining too much!
UPDATE 5/29/06
This sucks. For the past few months, I've been suffering from the occasional disconnect. Every time it happens, I have to call up tech support, and just about every time, it's been their router. And virtually every time, they have to 'touch' my circuit on the router side, or on occasion rebuild my circuit in the router. As I am writing this, my connection is down (I'm using another open AP right now, thank the computer gods for coffee shops in the area with free wifi). I called them yesterday, one minute past 7 (when tech support closes for the night on sunday), and got the answering service. Right, one minute past and they won't call the office for a customer who is totally down. And now, being a holiday in the US, there is apparently no one there and I"m still screwed. This is BS, there no one being there at all for at least a few hours, or someone checking the VM system. I can't wait for Fios to roll out in my neighborhood, as I'm sooo gone when it does.
UPDATE 8/29/06:
Well, I've left Aracnet/SpiritOne. I got sick of of the random drops when their router decided to crash and reboot, sick of not having 24/7 tech support when this happens so they can fix their end (I had one day of three outages, each time I had to call them to get the line back up), sick of being down over three day holidays becasue they have no one in the office covering the NOC. I have switched to Integra Telecom for POTS and a 512 symetric (to start) dataline for less than the VZ/SpiritOne combo. I don't want to see a local company go under, but the way they handle things leaves much to be desired.
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Review by rschus
Posted: 3.4 years ago
member for 3.4 years, 10 visits, last login: 1.4 years ago
Beaverton,Washington,OR
$18 per month
Verizon
"Reliable"
"None"
"You won't be sorry here"
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Been with Aracnet/SpiritOne for 12 or so years. The last four years have been DSL 1.5/384. The few times that I have been down it has been back up and only knew if it was on Aracnet's end after they posted something. I can't complain about Verizon's DSL line either.
The few times I have called support I got fast, correct answers. The anti-spam filtering is a homemade system and it is good. It Has filters that are easy to configure, or you can choose one of the pre-made ones. Of about 30 spam that I get I might get three a week that come through.
Fibre optic available now and the only reason I haven't changed is because of the excellent service I have had with Aracnet/SpiritOne.
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 Review by clupea
Posted: 4.4 years ago
member for 4.5 years, 65 visits, last login: 2 years ago
Portland,Washington,OR
$60 per month (12 month contract)
 about 1 days
Verizon (ex GTE)
"Reliable, linux support, terrific spam filtering, sane TOS, responsive"
"none"
"Just plain works"
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$225/yr to Aracnet/SpiritOne + $41.50/mo. to Verizon = $60.25/mo. for 1.5MB/384k ADSL.
I've been an Aracnet subscriber since Aug. 1998. DSL was turned up Apr. 1999. They had some bumps early on and during the assimilation by SpiritOne, but have been rock solid now for years. I really enjoy the personal attention that only a locally owned and managed ISP can provide. Their admin and support are clueful and responsive. Their SPAM filtering is provided by a home grown solution (spasm - see »nspasm.org/) that beats anything else I've used. I run spamassassin on my server and it rarely sees anything now due to Aracnet's edge filtering.
Verizon is laying fiber in my neighborhood. It remains to be seen whether Aracnet/S1 will remain part of my connectivity. I'd hate to ditch them, but the allure of 15/2MB will be too hard to resist. I'm hoping to have the best of both worlds, but it's unclear if I'll be able to keep Aracnet/S1 if I opt for fiber.
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Review by o1eal
Posted: 6.5 years ago
member for 6.5 years, 1 visits, last login: 6.5 years ago
Portland,Multnomah,OR
$39 per month
Qwest
CLEC party: Qwest
"Tech and billing support is above and beyond. Local and personal service."
"the very occasional outage. No worse than other providers I've used."
"Local, friendly, flexible. They take ownership of the entire install with Qwest."
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Aracnet has served me exceptionally well since 1996, with dialup and DSL from various apartments. The transfer to Spiritone involved a little downtime, but it wasn't too bad. I don't use their news or mail services very heavily, but have never been disappointed. I access my email there via command line and pine, which is a very rare feature these days! I do frequently get spam that's addressed to a whole lot of aracnet addresses, I'm not sure why that is.
When I've wanted to do anything unconventional, Aracnet has come through with flying colors. They went out of their way to help me set up my Cisco firewall as a NAT router, which I would not have expected from an ISP. They've also helped me troubleshoot a couple of network issues that turned out not to be their fault at all, but they were very patient. Their billing office is also very responsive and flexible. You can prepay in various increments, with discounts increasing with the duration of the prepay. You can also have monthly payments taken from a credit card automatically.
Their prices are very competitive. I think you can get it a little cheaper through MSN/Qwest these days, but from what I've seen of the service you get from MSN, Aracnet is a slam-dunk. With Aracnet I get a static IP, immediate response on the phone till 10pm, billing and tech support people who recognize my name, no PPPoE weirdness, and a cool domain name tacked onto the back of my email address. What more could you want?
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Review by decaffeinated
UPDATED: 6.6 years ago
member for 8.7 years, 22 visits, last login: 2.7 years ago
Hillsboro,Washington,OR
$57 per month (12 month contract)
about 1 days
Verizon (ex GTE)
"responsive, local ISP (very hard to find these days)"
"not multi-homed (ISP says they will address this)"
"a unique set of reliable services from a local ISP"
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I've been a member of aracnet since Jan, 1996. So I've been with this ISP pretty much from their inception. I was a strict dialup customer until 3/2001 and the price was great ($18/month for 56K PPP access). After much heartache, I recently procured Bronze+ DSL from Verizon. All the hassles associated with DSL were caused by Verizon (big shock there, huh?). My Aracnet subscription cost now is $24/month and I pay an additional $33/month to Verizon. In return for these higher premiums, I'm now enjoy transfer rates of 768Kbps down and 128 Kbps up. I don't ever want to go back to PPP. For my $24, Aracnet gave me, among other things, a static IP that I multiplex (via a DSL router) to a small LAN in my home. Thanks to the DSL router, I can now put up to 253 computers on the Net for $57/month. This is simply an amazing value. On top of that, aracnet gives me:
+ a robust satellite newsfeed (usenet)
+ linux shell access (a rare service these days)
+ 10 MB of disk space for web pages or shell files
+ 2 e-mail addresses
+ highly reliable, spam-filtered e-mail service
+ a 15Mbits/sec connection to the Internet
I've read the posted reviews of aracnet and they're not very nice, to say the least. I think many customers are angry about the recent outages in Dec 2000 and Jan 2001. And, hey, I was pretty unhappy as well. But one thing to keep in mind is that the outages occurred in the midst of an ownership transition, which is often fraught with chaos.
Let's talk a bit about the history of this ISP.
In the beginning, they were small and slow. But the owner was committed to improving service as his customer base grew, and that he did. He moved the ISP from 33.6 Kbps analog modems to 56 Kbps digital modems. He added a second Internet feed (i.e., became dual-homed) as his customer base grew. He added a satellite newsfeed when he could afford it. He added DSL when it became available. So many customers signed up for DSL that he added a Redback DSL router (at a reported cost of $100K) to ensure maximum throughput across the aracnet network. Recently, circa 12/2000, the original owner sold aracnet to SpiritOne, another local Portland ISP. We don't know why the owner decided to move on, but he did. As the transaction was unfolding, it became apparent that aracnet's current two connections to the Internet (via uunet and bbn) had to be replaced because these connections had been made in the former owner's name. So, in the space of a week, aracnet transitioned from two Internet connections to a single, higher speed, Verio connection. And then Verio went down for a prolonged time period. The Verio outage could not have occurred at a worse time--in the middle of an ownership transition. Customers were clamoring to know what the hell happened and the new owners were simply trying to tread water. Eventually, the problem was solved, but more Verio outages occurred in January and that did not help matters. Things seem to have calmed down since, but we still have a single connection to the Internet. The new owners say this will be fixed. We all hope so.
In the meantime, Portland's largest local ISP (teleport) has been taken over--first by OneMain, and then Earthlink. This ownership transition, by all accounts, has been quite unpleasant for existing customers. As disaffected teleport customers cast about for a new home, many of them are flocking to aracnet. Why? In part, due to many of the reasons I cited above: DSL access, static IP, shell access, decent newsfeed, etc., etc.
There are several reasons why I stay with aracnet:
1) local ownership. A local owner is accountable to, and values, his/her customers. A regional owner (i.e., Earthlink, AOL, AT&T) could care less if a single customer comes or goes. Believe me, I know wherefore I speak. My former ISP was Netcom.
2) responsive system administrators. When problems occur at aracnet, the administrators "turn to" and diligently work to address the issue.
3) reliable services. Everything at aracnet "just works".
What are the downsides:
1) single internet connection. If verio goes down, everything goes down.
2) the network configuration info that aracnet distributes to its DSL and PPP customers is not all that detailed (especially the DSL config info). It helps a great deal if you know something about computers.
I highly recommend aracnet.
============== Updated 12/6/2001 ==============
I received email the other day asking me if I was still at Aracnet and if I still recommended their service. Answers: Yes and You Bet!
A few things have changed since my review.
+ The satellite newsfeed has been replaced. News is now outsourced to usenetserver.com. This feed is working so well that I will most likely dump my external newsguy.com account next Spring.
+ uu.net has replaced verio as the NSP (network service provider). No more outages. Period.
Otherwise, aracnet is still not dual-homed....
Q: How's my DSL connection holding up, you ask?
A Just amazing. I've had (.....wait for it.....) zero minutes of downtime since activation.
aracnet ====> (still) highly recommended.
============== Updated 3/24/2002 ==============
Well, January was a bad DSL connectivity month for aracnet. We had lots of DSL down time, most of it due (we think) to Verizoff outages. These outages seem to have disappeared.
The newsfeed has been changed to newsguy.com because usenetserver.com had recurring problems that they simply couldn't seem to solve.
And, inexplicably, aracnet dropped all e-mail spam filtering this month.
If you don't like spam, go somewhere else (yes, I'm very grumpy about this issue).
============== Updated 4/10/2002 ==============
Re: the spam filtering issue. I'm currently beta-testing a new system that lets clients choose their own set of spam filters from a web page. Way cool.
Once again, aracnet knocks my socks off. Still highly recommended!
============== Updated 4/19/2003 ===============
ELI is now aracnet's NSP. Spam filtering is provided by a third party outfit called
Postini. It works well. As usual, everything here continues to "just work" (TM).
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Review by doodaa
Posted: 7.3 years ago
member for 7.3 years, 2 visits, last login: 7.3 years ago
Beaverton,Washington,OR
$71 per month (12 month contract)
Verizon (ex GTE)
"Good, consistent performance"
"Very competent performer"
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These folks have consistently provided great performance. The value is
attractive and the technical support staff, based on the very few calls I've
had to make to them, has been outstanding.
About the only beef I've had is the relatively small maximum email size that
they enforce for any one emai.
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Review by (hidden by request)
Posted: 7.4 years ago
(review was emailed from domain jhu.edu)
Portland,Multnomah,OR
$42 per month (month by month)
Qwest
"Good price and good performance"
"none"
"good deal!"
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I have been on Qwest DSL for about 6 months, and realized I needed to
find a DSL ISP fast to avoid Qwest.net switching me to MSN.
I must admit...I first was struck by the name, then the favorable prices.
The changeover was not painless. It took some tech work for me to
reprogram the DSL modem. Qwest tried but wasn't much help. The tech
at Aracnet was patient, helpful, and friendly and led me through the
setup. And the tech support hours go to 10 PM on weeknights, which is handy.
I've had the service for about a month, and there's not much to say
about Aracnet. If I turn on a water tap at home, water comes out. If
I turn on a lamp, the light bulb lights up. And if I go to get my
email or websurf, the electrons dutifully go from our networked
computers to the modem and to Qwest's offices and thence to Aracnet
and on to the internet. It's been reliable, I haven't needed the tech
support since getting set up, and I'm saving money over my days using
Qwest.net. It may be an illusion, but it feels like data are transferring faster since the switch.
If I had it to do all over again, I'd be with this same company.
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Review by (hidden by request)
Posted: 7.5 years ago
(review was emailed from domain museworld.com)
Portland,Multnomah,OR
$26 per month (3 month contract)
Qwest
CLEC party: Qwest
"They connected me and got out of the way - no efforts to control, and simple."
"They don't support Verizon ATM DSL (yet), only Frame-Relay DSL, so I have to quit!"
"Great service AND Great support - stellar ever since 6/2001 when I joined."
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I started with Aracnet in June 2001 after reading about them on the local Linux User Group mailing list. The general sense there was that they had a phase with some problems but were a good company. Well, I've been with them about a year and they have been great - not one problem the entire time. The only bobbles were that I received three modems from Qwest, but that was more Qwest's fault than Aracnet's. (It took ten months to get my bill credited the extra $400!) And really, I can't speak to their customer support because I never had a reason to call them with any problems. 
I am leaving them because I am moving to a Verizon area and, sadly, they don't support the Verizon ATM-style DSL connections. They do support the Verizon Frame Relay-style DSL connections though, which appear to be more common. But my central office only supports ATM I guess.
They have great value for the money. I'm trying to find a comparable ISP now and I've looked at both Easystreet and DSLNorthwest, and they both pull that ridiculous "protected static IP" garbage, where you have to spend twice as much as Aracnet to get the same service (unprotected).
DSL-only seems to have good prices in comparison, but I am unsure if they support the Verizon ATM DSL. And I'm wary of the common theme of DSL-only's comments - that their hardware is good but that their technical service sucks.
Aracnet's service is great in contrast. Their DSL goddess Kirstin is more helpful than you could hope for in setting up and moving service.
Evidently they hope to be ATM-capable in the next few months. I'd definitely stay with them if I could - it's been the most painless DSL ISP experience I've ever had.
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SpiritOne / Aracnet Internet Services, Inc.
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