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Comments on news posted 2007-09-19 11:17:45: J.D. Power and Associates have released their latest report on the broadband sector, and the results might surprise you. ..
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  en102Canadian, eh?
join:2001-01-26
Valencia, CA | DSL statisfaction (in general) higher than cable? This tends to show that in general, cable (particularly Comcast) is rated lower than DSL in customer satisfaction.
In the 4 regions, most DSL providers rates above average, while most cable rates below average (Cablevision/Cox being the main exceptions).
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Canada = Hollywood North | |
| | | | | | | Re: DSL statisfaction (in general) higher than cable? Considering I had been a 6 year user of cable broadband and recently switched to DSL, I'd believe this trend. I am suprised at the dial-up numbers though. | |
| | | | | I run a computer company in Austin, and based on mine (and my tech's) experiences, AT&T definitely wins the customer service rank over Time Warner, in regard to internet service. When TW works, it works. But when there is a problem, atleast in this particular market, they almost always blame it on everything under the sun, except their line/modem. And in almost all of the cases we've had to send someone out, the issue has been with the line or modem. Nothing frustrates an end user more than "try this, if it doesn't work call us back" (and wait on hold forever)
AT&T on the other hand has been decent (not great) about actually troubleshooting their line/equipment first, before blaming it on user/computer/user equipment error. They have also shown a decent effort to get the issue resolved, or to atleast take some action on their part, with just a single call. Now naturally the problem isn't always fixed on the first try, but they do atleast try, rather than just telling the user to run a spyware scan and call them back if their PC still can't get an IP from the modem. 
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Intel Quad Core QX6700 @3500Mhz/Asus P5N32-E SLI/4x 1024Mb Corsair/WD 74Gb Raptor/PNY 7800GTs SLI/Antec 550 True Control/Custom water cooler | |
| | | | en102Canadian, eh?
join:2001-01-26
Valencia, CA | Re: DSL statisfaction (in general) higher than cable? I've been through both Cable and DSL... and experiences vary.
Cogeco: Initial install was botched, and spent MANY hours on hold attempting to get through.. only to find they didn't have a bi-directional amp installed.  . 2Mbps/256kbps
TimeWarner: Self install worked fine - free installation, free equipment, free 2 months of service  Only issue I had was basic channels were analog, and a bad splitter in the condo (installed backwards  ) 2Mbps/384kbps
Comcast: Wanted installation fees, rental fees, basic costs were higher, CS was low (i.e. website allowed for basic cable, however CS only allowed for +$50 cable with $45 HSI. Analog lower channels were poor quality - service switched to DTV. No voice service available.
DSL (AT&T): Cheap(er) Internet, free setup kit/install/filters and modem (they didn't want it back either). It worked... had to get rid of the spam/spyware apps (GATOR/GAIN). 1.5Mbps/128kbps
DSL (DSLEXTREME): 3.0Mbps/512kbps service for 1.5Mbps AT&T renew price... worked well. Too far from the CO for stable service. Tech support has been VERY responsive. I disliked their use of DNS search service... I'm glad its gone.
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Canada = Hollywood North | |
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| | | I can't wait for Rick's response to this. I'm sure he can't wait to write an essay excoriating Comcast for their bad rating.  | |
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plat2on1
join:2002-08-21
Hopewell Junction, NY | once again comecast bringing up the rear  | |
| | | | Re: once again said by plat2on1:comecast bringing up the rear Not out West. Yippy, Mediacom beats Comcast. Way to go Mediacom. For those who don't have a choice Mediacom is your choice | |
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 Fubar
join:2001-02-20
Phoenix, AZ
kudos:2 | Qwest #1 in the west.... It can't be.....
Now I don't know what to say about this story.... | |
| | Sammer
join:2005-12-22
Canonsburg, PA
1 edit | Re: Qwest #1 in the west.... That Qwest employee Jay Dee Powers must of got a really nice Christmas bonus! | |
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 C0deZer0Oc'D To Rhythm And PolicePremium
join:2001-10-03
Davenport, FL | J.D. Power is BS They don't even take any data from the people that actually buy and use the products that they're rating from... rather only take it from (very filtered) corporate data that these companies send.
Of course they all want to make themselves look good.
When I first found out about that, I was completely dismayed about the whole thing... Considering they're just another marketing company, why should we believe anything they say?
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Front Line Force Fortress Forever | |
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1 edit | Re: J.D. Power is BS Umm hello, the average user isnt a broadband geek with servers and biohazard stickers. They conduct these surveys out in the streets, malls, etc. Places were the pale peeps here haven't been to in ages. | |
| | | C0deZer0Oc'D To Rhythm And PolicePremium
join:2001-10-03
Davenport, FL | Re: J.D. Power is BS said by ninjatutle:Umm hello, the average user isnt a broadband geek with servers and biohazard stickers. They conduct these surveys out in the streets, malls, etc. Places were the pale peeps here haven't been to in ages. Pretty much, the people most clueless about the quality of service that these companies are providing.
If anything, they should be talking to the people that have had to go through the full gamut of what the company has to offer and their customer services before they can have anything that is remotely accurate to what is experienced in truth. | |
| | | | | You have to look pretty deep into the bottom of the barrell to belive JD Powers is a nock off company that doesn't know what the hell they are doing, if that were the case nobody would pay attention to them, and we wouldn't even be talking about those results. I had Cable internet, then I got 256 K DSL Broadband from Qwest, the difference was minimal... Except ----> I didn't have slow peak times anymore like I did with cable like 5 pm when everyone got home. For 4 yrs now my DSL has worked awesome, I pay less than I did with Cable, and now my internet doesn't go down every other month or so. I love Qwest Broadband DSL and you guys that refuse to try it, are traditional people, like those that hang onto the wagons and refuse to grasp the cars and vehicles that lead us into the future. | |
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| daaane
join:2007-01-25
Auburn, WA | yeah you're right C0de, if they took it from people who used the products, comcast would be much, much lower =| | |
| |  pnh102Reptiles Are Cuddly And PrettyPremium
join:2002-05-02
Mount Airy, MD | J.D. Power is the same company that continues to claim that vehicles made by Ford, Chrysler and GM are top quality, when we all know better. I would take anything they write with a grain of salt.
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Only SHATNER is Kirk. | |
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deadzonedPremium
join:2005-04-13
Baton Rouge, LA | Cox Makes me glad that I have Cox for my broadband service. I really can't say I have had any problems with them. Many others that you talk to that have Cox will agree from what I can tell too.
It's been my experience that DSL is cheaper than Cable so maybe that's part of the reason why DSL is rated higher. Cheaper equates to Better with a lot of consumers.
The Dial-Up part is pretty surprising though I must admit. | |
| | | | Re: Cox that's right boy...Cablevision OWNED Verizon AGAIN. | |
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| | Earthlink with highest satifaction rate - No F..ing way... I had Earthlink for 8 years before I dropped them this May... their customer service is very kind and nice and most importantly... DISHONEST & WORTHLESS...
Those outsourced tech support or customer support can only read the script. I have gone all the way to their Level 3 Master Technician and after three of them I figured they are just as dumb as the level 1 technician. After they fail to solve my problem, they all told me that they would talk to the phone company and call me back... you guess it, no call back whatsoever.
I switched to DSLExtreme and got my problem solved right away. They actually called back after phone company technician fixed problem as they told me they would. NICE. | |
|  CabalPremium
join:2007-01-21
Austin, TX
 ·Suddenlink
| One thing to keep in mind The people who answer JD Power mailings are people who think it's worth 30 minutes of their time to check off boxes in a 20-page flyer in exchange for the crisp $1 bill they include in the envelope.
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Interested in open source engine management for your Subaru? | |
| |  KrKHeavy Artillery For The Little GuyPremium
join:2000-01-17
Tulsa, OK
 ·AT&T DSL Service
| Re: One thing to keep in mind said by Cabal:The people who answer JD Power mailings are people who think it's worth 30 minutes of their time to check off boxes in a 20-page flyer in exchange for the crisp $1 bill they include in the envelope. !! They give people a dollar!
All I got was a coupon for a free Drink upgrade at McDonalds!
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"Regulatory capitalism is when companies invest in lawyers, lobbyists, and politicians, instead of plant, people, and customer service." - former FCC Chairman William Kennard (A real FCC Chairman, unlike the current Corporate Spokesperson in the job!) | |
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| | Most Cable ISPs stink anyways I've dealt with quite a few ISPs over the years.
Road Runner - when it worked it was great. Too often it didn't work. The CSRs were untrained, the service techs were bad mannered. The last straw was when the 4th service tech came out admitted the problem was with the box outside. I stated I was tempted to cancel all services, he said something smart, so I had all services pulled, and spread bad PR to all of my friends/family. It worked on 60% of them.
Cox - horrible, horrible company. I had their broad band out west (AZ). Like RR, when it worked it worked well. CSR/TSRs untrained imbeciles. I also used to work as a Cox TSR in a call center. Bad company is all I can say about that Though, that was 2 years ago, a lot could (hopefully ) have changed since then. Most of the level 1 techs got their job because they could spell mouse. Not much more was needed!!!
Qwest - Great service, great CSRs. Never an issue.
Embarq - Great service, great CSRs. Never an issue.
WOW - Fantastic!!!!! Hardly ever an issue, besides IMO low quality VOIP, The VOIP quality has gone up recently, or I've gotten used to it. | |
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