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GalaxyDSL - open discussion forum. Share information with other users.
If this forum gets busy please nominate it for an upgrade to a fully-fledged forum by contacting the mods listed in the header. | |
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 Anon
|  Good so far
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| Anon
|  Customers pay for Galaxy's inexperience
But Galaxy's incompetence and apathy far outweighed these expected troubles. It took them three months to finally get my connection established. This could have been drastically reduced if they maintained a tiny amount of accountability and kept proper pressure on NAS. Galaxy, NAS, and Bell repeatedly closed my installation & trouble tickets for no reason, simply pointing fingers at each other when pressed for an explanation. Save for the very last tech I dealt with (I forget his name, but he was a breath of fresh air) they consistenly had an apathetic, sometimes quite rude attitude. I must have wasted a month on that aspect alone.
But even worse was their blatant technical incompetence. Many of the techs I spoke to had absolutely no idea about anything but the most basic concepts of DSL. They routinely couldn't properly respond to very simple questions. About the only question they seemed comfortable asking was "what lights do you see blikning on the router?" On several occasions I tried to explain the exact problem to them (a router firmware misconfiguration) and that the only thing I needed was one correct parameter. The tech had absolutely no idea what I was talking about and instead concluded that "since you have a bliking light, your line is at fault. It's a telco problem." Me: "No! Please believe me, it's not the line. I just need this one parameter and I know it'll work fine." Him: "Ok, got it. (click)". TWO AND A HALF weeks later they managed to get Bell to inspect the line (see previous paragraph), who of course concluded that there was nothing wrong. Then it was another week+ for them to escalate it to NAS. In the end, the problem was exactly what I told them 3.5 weeks previously: a one misconfigured line of firmware code that they could have easily answered if they had even a basic knowledge of their own service parameters. Instead, I found TECH SUPPORT to me little more than an answering service with extremely little technical knowledge of their product.
Granted, although my installation troubles cannot be completely attributed to Galaxy, I'm their customer. When I call them with a trouble ticket, it's their duty to take 100% ownership of the problem and see it through to the end in a reasonable manner. They did not. I am absolutely not a pushy or impatient person, but they managed to drive me to distraction with their poor service. My installation's up and working now, but if I had to do it over, I wouldn't touch Galaxy with a 10 foot pole. | |
| | | Anon |  Re: Customers pay for Galaxy's inexperience
Did you mess with the router or did their installer mess it up at delivery time? •If it's their installer, that's something to Bitch about.
•If you went twinking with your hardware and were in an unfamiliar area and didn't know the settings before hand, sucks to be YOU!
DOH! | |
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tringali
@206.40.x.x
| Great so far
Suggestion: run cat-5 from your location of choice down to where your phone interface is. Otherwise, they are just going to drill monstrous holes in your walls in places you don't like, instead of artfully snaking it through attic, basement, etc. But that's minor.
I wasn't able to ping anything until a few days later (Tues), so it seems they have a little ordering issues to clean up. Why come on Saturday if it's not ready?
One problem I'm having is that the firewall is *too* good. I can shell out to work, but I can't get back in to my Linux box. Also, I can't play any sort of online games, as it blocks all incoming traffic.
I'm still in the process of convincing them to give me the password to the DSLpipe (router/fw box they give you). I really would like to be able to configure the firewall myself so I don't have to call up each time I want to change things.
All in all, better than dial-up, but there's no other choice in my town. Pretty reliable so far, and I'm getting 100% the advertised bandwidth. | |
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worldwi
@optonline.net | Galactic Black Hole | |
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Voltar
@152.148.x.x | Pretty Smooth
4 Stars in my book. | |
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upandrunnin
@206.40.x.x
| smooth ride with galaxyDsl They sent the modem in three weeks after the order, but this did not include an installation guide. Just called tech support (no waiting), they were great. They gave me my ip address over the phone, and I configured my computer via their web site. I was on the net in under 20 minutes. Smooth sailing. | |
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