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Review by quake2er 
member for 8.2 years, 27 visits, last login: 7.4 years ago
lodged 8.1 years ago
 New York,New York,NY
 Contract price not specified.  "Cheaper then Cable" "Lose Packets" "SUCKS"
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Do not TAKE IT, IT'S A TRICK!!! I have had The Trickle as i like to call it a long time here in AZ and i have to say it sucks!!! I play a lot of Multi-Player games and I downlaod a bunch of patches and movie trailers and game demos and stuff. And I keep losing packets so I'm playing a game then when i'm at the peek of winning!!!it losses a packets and crashes and then on top I can't connect again.
The good news is that i'm moving to Northern VA the HSI capital of the world so I'm getting Cox Digital TV and Cox HSI so I'll put a review on them probably saying "OH MY GOD what a fast and reliable F*$#n internet connection!!!"
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Review by head_case
member for 9.6 years, 19 visits, last login: 9.1 years ago
lodged 9.4 years ago
- Lynnwood,Snohomish,WA
- $60 per month
- (12 month contract)
 about 45 days Verizon- CLEC party: Covad
- "Not a whole lot."
- "Horrible billing support, always having my, "session hung"."
- "They dropped their covad customers and it lead me to Speakeasy!"
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I was initially with a great home-grown ISP here in Seattle by the name of Sense Network (became Oz Net) since the days of dialup. Then they sold to The River and all my problems began. Living in the suburbs my only choice for DSL was Covad (part of the problem) but then The River entered my life with their completely inane customer service.
They never could understand what I was asking for in billing. Is it so tough, that when someone wrongfully charges your credit card without authorization you ask to be billed by invoice? Is it so tough to mail an invoice prior to when the bill is due? Many times I'd recieve past due disconnect notices two days prior to recieving the invoice. Often, after the date the invoice was actually due. What good is it to invoice somebody the day the bill is due? We never could figure out when the actual due date of the bill was, since they'd change it every month.
Along with every two weeks my connection would just hang. All lights good, reseting the router no difference. I'd call and I'd get the explanation that my "session was hung" and they'd have to reset it. Joy.
But, in the end it all worked out, The River dropped their Covad customers and Speakeasy picked them up. Complete world of difference in professionalism. When talking to Speakeasy it's clear that the person actually has a clue.
The only reason The River gets a middle score on tech support is because they usually got it fixed quickly as long as I mentioned "session hung".
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Review by n64man9
member for 9.8 years, 32 visits, last login: 1.6 years ago
lodged 9.8 years ago
- Hereford,Cochise,AZ
- $60 per month
- (12 month contract)
- about 14 days
- Qwest
- CLEC party: New Edge Networks
- "In Hereford with ADSL, fast, very reliable"
- "expensive, but no other choice"
- "great!"
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I just got through with a one year contract with The River not too long ago. My connection has been extremely reliable and never been down. It's fast as compared to dial-up of course. I have the 384/192 ADSL...
I just moved from the SV area out to Hereford, but I guess I'm close to the DCO so I have DSL at my home here also. Same speed, same price. So far, just as reliable as I had before (I've had it about a month now)..
I got free install and free hardware the first time I signed up
I used my hardware from before and got free install again this time, only thing is I had to pay for line conditioning...whatever the hell that is. But I'm happy!
You don't realise how spoiled you get when you use DSL for a year and live with Dial-up for a few weeks after you move!
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Review by laurel
member for 11 years, 116 visits, last login: 185 days ago
lodged 10.3 years ago
- Prescott,Yavapai,AZ
- $20 per month
- about 1 days
- Qwest
- "Great customer service."
- "Lost service for a week, they didn't credit."
- "Great customer service."
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The River has extensive customer support hours, patient techs. Spotty service the first several months (with neither the River nor Qwest taking responsibility) eventually cleared out to be a Qwest issue. The techs got all 3 of us on the phone and hashed it out. Qwest finally sent someone to deal with my line, and my service has been fine since.
One problem with DSL is that it spoils you. How could I ever go back?
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Review by Redhook01
member for 11.4 years, 77 visits, last login: 5.6 years ago
lodged 11 years ago
- Fort Huachuca,Cochise,AZ
- $60 per month
- (12 month contract)
- about 140 days
- Qwest
- CLEC party: New Edge Networks
- "When it works, it's fast."
- "It hardly ever works."
- "I hope nobody else has to go through the garbage that I did."
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I signed up under the "special" they had going....no install fees & no equipment costs. I just had to agree to a one year contract at $60 a month. I ordered this last December. It took them until the end of January to even come out and install it, and that was after numerous calls to The River wondering why nobody was letting me know when it would be installed. Then, once it was installed, they billed my account the FULL installation charge and equipment charge! It took me about a month and several phone calls to get that taken care of. Now, here is where the fun REALLY starts. My connection will not stay up and running. It drops several times a day. It might stay up for a couple of days, but then it starts dropping again. Both Qwest and New Edge have been out several times. New Edge says there is nothing they can do because it's a problem with the phone lines. Qwest comes out and tests the line and says there is nothing wrong with the line. This has been going on since the DSL was installed. It's now April and the last I heard, they were going to issue a "denial of service" since nobody can pull their collective heads out of their butts to fix the problem. So, if The River was looking for a satisfied customer, they are going to have to look elsewhere.
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Review by hawkeye303
member for 11.7 years, 15 visits, last login: 9.9 years ago
lodged 11.1 years ago
- Tucson,Pima,AZ
- $90 per month
- (12 month contract)
- about 30 days
- Qwest
- CLEC party: Covad
- "Very fast turnaround time from ordering to installation! Very good tech support when I had problems trying to get DSL to work."
- "The cost of installation. ~$250 for everything. (*sigh*). Guess that's what you get for getting a good ISP, with reliability."
- "Very good ISP, and work well with many CLEC's -- has 4 CLEC's to work with. Great tech support, long wait though."
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I just wanted to say that I am very impressed with Dan Hume and has done an outstanding job of coordinating everything with Qwest and Covad, and his help has been exemplary, and I highly recommend Theriver to anyone in the state of AZ and the state of WA. They are both providers there, and they have done an outstanding job, and they have pulled everything together and have installed my DSL within a month, instead of the customary 6-8 weeks. Great job! I ordered 1.5M/384.. still to be determined if that is the true speed or close enough! Static IP! 
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Review by (hidden by request)
(review was emailed from domain saic.com)
lodged 11.2 years ago
- Sierra Vista,Cochise,AZ
- $60 per month
- (12 month contract)
- Qwest
- CLEC party: New Edge Networks
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I originally signed up for DSL with TheRiver.com during a "FREE Hookup"
promotion. Their service "was" $650 for connections through QWEST phone
company and equipment from "New Edge" DSL and then $60/Monthly.
All this for their lowest speed 384down/128up.
6 weeks had gone by with no word from TheRiver or their partners when I got
word of a wireless connection at $49/mo for 256down/up speeds. After
contacting the new company I found I would be hooked up within 2 weeks of a
request.
I signed up immediately and then sent an email to TheRiver to cancel my DSL
order.
The response was amazing!!!
All of a sudden I'm a priority at TheRiver! Their immediate response was to
charge me $250 for services already rendered through QWEST for "Conditioning
the line".
They had just grabbed the Tigers tail.
I responded with a blistering email to the threatening salesman stating
their business flaws and a truly sorry customer service system that couldn't
even keep their customers updated with the progress of an order taking over
6 weeks to accomplish!
His response catered to the mentally inept. Telling me all my problems were
my fault due to my impatience and not addressing any requests for info
regarding proof for the $250 I was expected to give. He went further into a
pit saying DSL was essentially incapable of bottlenecking unlike all their
competitors.
WHAT A FARCE!!!
Upon reading this I sat back again to look at the bigger picture. Who was I
talking to?
Answer: A Salesman.
He had made a mistake though. He left his bosses phone # on the original
email.
I called and was able to get right through. I got right to the point and
brought to light their own contract and the specific parts which allowed me
to break the contract before the DSL hookup was completed without paying
penalties.
She was honest enough to agree and apologize for my inconvenience. I in turn
told her of the salesman's discrepancies with instructions for her to
enlighten him and not to chastise. I also reinstated the contract.
I told her I had heard too many things about the phone company they were in
partnership with and would do my best to help her in any way with
troubleshooting techniques and customer service advice. I did not want my
DSL turned off because they had cut their own throat by pissing off the
customers who pay their paychecks. My connection speeds are steady and true
so far and I've given your web link to their tech support for tips to help
their customers.
By the way, they already changed the contract to reflect the loopholes I
found. As this is a small town I can't wait to meet the Sales Manager that
helped me straighten this whole thing out. It would be fun to talk about
this over a beer.
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Review by (hidden by request)
(review was emailed from domain theriver.com)
lodged 11.3 years ago
- Tucson,Pima,AZ
- $55 per month
- Qwest
- CLEC party: Qwest
- "i feel like a dsl pimp-daddy!!"
- "try it out!"
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i had an awesome experience with dsl, and from reading all of these reviews,
i guess i am very lucky.
my review is simple. i found out i qualified for dsl at my home thru Qwest
DSL on thursday, i ordered the 640 down, 256 up adsl service on friday. i received my intel 2100 dsl modem the very next tuesday, and installed it that night. i was surfing webpages within 45 mins of installation for the intel pci card thanks to the dsl staff @ the river.
i have and would recommend this service to anyone and everyone that will
listen. from the time i ordered till the time i was surfing was only 3
business days!! after two months, and rewiring my house with better copper, i am still a very happy camper. laterz.
Matt
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Review by (hidden by request)
(review was emailed from domain hqasc.army.mil)
lodged 11.4 years ago
- Sierra Vista,Cochise,AZ
- $80 per month
- (12 month contract)
- Qwest
- CLEC party: New Edge Networks
- "hopefully I'll have something nice to put here eventually"
- "everything so far except for the free month"
- "if I had a choice I'd go with someone else"
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Hello. I am writing to express my experiences with The River. Since they
are the only game in town right now, nobody really has much of a choice,
however, more providers are coming. I had originally placed my order in
early October. I then called to check back on my order two days later.
They lost it. I then reordered and everything seems to be going smoothly.
I had checked back frequently and got continual assurances that it was all
proceeding as planned. I hadn't heard from the Sales Rep I had been
speaking to for about a week so I checked in to see what was up with my
order. Turns out he was fired and that my order was not only not
submitted, but incomplete as well. I then placed an order for the THIRD
time with these people.. Eventually the order made it to the point where
the phone company was going to do something with it. One day, I call in to
find out that my order was cancelled. They didn't even bother to call me
and tell me. . The reason for the cancellation was that my area had no
lines available. I don't know why I believed them, but I did. A week
later, I find out a friend who is living in my apartment complex was getting
his hooked up no problem. I called the river again and eventually
unravelled the fact that the river had sent the phone company an incomplete
address. The phone company had two addresses of mine in their database.
My old one and my new one. They asked the river which one they should use
and of course they said to use my old one. Again, without contacting me.
By now I am getting very frustrated but because I want DSL so badly, I place
a FOURTH order with them. I explained my story to the rep and he said that
he would make sure this order received special attention and priority due to
what I had gone through thus far. Of course, two days later I find out he
hadn't even submitted it yet. I spoke to another rep (who also got fired)
and filled out a FIFTH order... This time it made it all the way through and
I am waiting for a technician to install this thing. Apparently, it is
going to "any day now". My friend seems happy with his service and he
didn't go through any of the BS I did. I cannot say I would not recommend
getting DSL from these people unless customer service is the most important
thing to you. They seem very inexperienced, sloppy and slow. None of
their internal departments have any coordination. You will definitely need
to babysit your order, perhaps daily, with these people, if you want at
least some piece of mind that your order won't get sucked into some sort of
vortex. I managed to get a free month of them but I feel I should have
gotten at least two. Hopefully the performance of this line will be worth
it. Good luck!
update: install is coming on the 7th.. I hope it works out.
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