dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| I would like to review your account...
Hi jerkyspace -
I am sorry to hear that you experienced some issues with your line. Your experience seems very out of the ordinary. I would like to have an opportunity to review your account and ensure that everything is functioning properly. Please send me a PM with your account information so I can review.
There is a DSLExtreme forum here on DSLReports that I and some of our technicians and clients frequent. We provide support directly through the forum. If you have any questions in the future we welcome you to stop by and we would be happy to assist. »DSL Extreme
Once again I apologize for any issues that you have experienced. I look forward in assisting to get your issue resolved.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  |
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jerkyspace
join:2008-07-03
Alameda, CA
 ·DSL EXTREME
edit:
July 7th, @12:26PM
| My experience is not out of the ordinary (sorry to say)...check your records over at DSLX and you will find this is just what I went through in Feb 08...if you want to get really upset at your fellow employees and ATT then go back further and explain how it took so long to get my DSL up and working...from a perfectly good line.
First previous ISP was rock solid with Sonic.net...I gave DSLX a chance to upgrade my account to 6MB from 1.5-3MB when I signed up (they sold it to me saying it would work)...and then I sat with no internet for weeks while everyone fumbled around. Half of your people saying I could get only 3mb and the other half saying I could get 6MB (with different stories on the ATT side)...and in between having every attempt to change out the cable and wiring on my end...just to find that ATT botched the transfer from Sonic to DSLX...I had to give up on the 3-6MB line because no one could make it work or agree if it would or not...
Back to the present...of course one of your people...instead of helping me get back online at all this weekend...wanted to argue with me about how I could get setup on the Covad equipment to get 6MB with threading...ignoring the present fact that no one knows why my DSL does not work again...of course lets turn that modem on and off 20 times...change all the cables and the modem, send people out to check the line outside...then inside and charge me for it....just to find out ATT botched my account AGAIN and we wasted all that time.
Also thank Tier 2 for ignoring my trouble ticket all Saturday and Sunday because they thought I just wanted to talk to your technical support manager (or that is their excuse). I just missed him before the holiday, but that does not mean I am going to wait all weekend to get anything started? So your people can only do one task at a time? The ticket still said I had a problem as well...but I guess that will have to wait until I talk to the manager about something else?
I watched a pretty painful fumble match go on over the weekend and don't feel any closer to a solution...since no one at DSLX speaks with any confidence and cannot agree on what the problem may be.
As for turning your computer and modem off...nothing personal to anyone specific...but do we live in such an ignorant and greedy society that we cannot see the value of saving just a drop of energy (and equipment life span) from time to time? There are good security reason to shut off a network you are not using too. Also is DSL technology such a hack/gimmick that it cannot survive the modem being turned off? I guess it wasn't as much of a problem when I had that great static IP from day one that got taken away from me.
If you want to change my opinion then help me out...its morning of day 5 since I began the trouble ticket...with no usable connection and my phone isn't ringing with DSLX help...not that I am looking forward to the next few rounds of frustration to get back up and running. I would love to be proved wrong and get back to work. |
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jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
| reply to dslx_gm
1 week and counting...the telco was sure they had it figured out and replaced some bits and bobs outside. But then they left and it never fixed anything. Now I have to play find the appointment with them that not even DSLX management have any pull over to get set up. All so the telco can go on a fishing expedition in the building hoping to find anything wrong. I couldn't make it yesterday because of work and all DSLX wants to do is remind me of that...instead of being on their game and setting up an appointment today. They can't pull that off and just leave me a message this morning...many many hours ago. No follow ups...all it seems the GM wants to do is IM on a broken DSL connection and now he is not getting back to me either. I am no closer to getting a resolution and if they cannot get the telco over here today it will be almost a week before I am able to make free time in their very limited and inflexible scheduling (9-5 M>F?)...also expect a 4 hour window minimum for them to show and you better plan ahead at least 24-48 hours notice before you can expect to get them out there.
DSL is not worth all this hassle. |
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jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
edit:
July 10th, @08:43PM
| reply to dslx_gm
And the saga continues:
They could not setup a visit by the telco on Wednesday when I was home. I let them know that I had to work from Thursday through the weekend...so they setup another telco visit for Thursday anyway? Even after I told them I was working? I worked Wednesday night into late Thursday morning and got two strange calls (messages as I was working)from a young sounding tier 2 tech. He said the GM wanted him to get in touch with me (why not the GM himself?) and that they were setting up a Thursday telco 12p-4p visit(?). I was unable to return the calls in the late morning hours but tried to call in on Thursday morning to see what was going on.
I was on a very short break at work and had to wait to get through to tier 1. I just wanted to try to get in touch to make sure they knew I wasn't going to be there and do them the courtesy of saving the telco from wasting a trip. Maybe that would give them room in their schedule to help someone else stuck in another DSL mess. But tier 1 wouldn't just get me a manager I had to give him all my info again and then get transfered to Tier 2 "cold" and wait some more. I then gave tier 2 my information and they put me right back on hold to "review my information". All I needed to do was try to cancel the visit and see what other hours if any they might be able to come by...I'm trying to help them out here. I only had a 15 minute break so I had to hang up while still on hold.
As luck would have it about :45 minutes later I found out we would be finished work by the early afternoon so I tried to sneak a quick call back into DSLX. I spoke to a tier 1 tech and begged to just get a message to Tier 2/the tech manager/GM about the cancellation I had tried to call in (and never confirmed) and to see if I could still race home by 1:30p and meet the telco folk. She cut me off mid explanation and again did not want to do anything but the usual tier 1 exchange of information then get me to tier 2. She specifically said they handle that and she cannot. She put me on hold/transfer and I just decided to race home and try to catch the telco. This is my only chance for a week. I gave up another call for work this afternoon/evening to do so.
First thing I do when I got home at 1:30p was to call back to DSLX and try to confirm the telco's status (did I get home in time?). When I called in now I get a tier 1 tech who CAN do everything without the "routine" to get to tier 2. I gave him my trouble ticket number and he sort of rudely tells me that I canceled the telco visit (!?) and now my trouble ticket was closed. What?
How can a company set up a visit when they know I am working and then cancel it without confirmation? I have tried in vain to get back in touch and catch them in time...maybe get the telco over here somehow. If they can never setup anything last minute then why wouldn't there be room in the schedule after a last minute cancellation? The phone number that the tech manager gave me just rings and rings with no answer or voicemail. I just spent 30 minutes trying to get DSLX customer service to find the phone number for their own general manager. So another very frustrating loss it seems...but I will be stuck waiting around at least until someone calls me back to let me know either way.
You cannot ever get in touch with these people when you need them...it takes too long to get any information moving...and you will have to give up work/wages just to be around for them in their limited windows of availability...all to have them cancel your only shot without a bit of confirmation (and make it seem like it is all your fault for not being able to work in their crazy world). Also does the normal 40 hour a week 9-5 public realize that if they need the telco to come look at anything...they better be prepared to take some time off work? Why can't they work nights and weekends when most people would be able to take care of this? And I suppose people who work "on call" like myself in the entertainment industry are just out of luck...
It does not seem likely that this will get resolved. Anyone would have to question whether they want to ever do business with these people again irregardless of the service ever getting fixed. Remember too, that this telco visit has no plan other than to look around and test things in hopes of finding the problem. If I can ever get a visit to work out...What happens if they replace everything and it still does not work? |
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jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
edit:
July 11th, @08:12PM
| Just an update to be fair:
After they tried the line at 3MB and it was unusable...someone at DSLX or the telco dialed my account back to a somewhat steady 2MB with almost no line quality issues from my tests. At least I have working and just somewhat slower connection now (after a week of no real use). I still don't know what they did or when...plus it would have been nice to be told as I have spent time surfing elsewhere. Now why that couldn't have been setup from the first day? Good question...? because here is what the last week has been like on my end:
»/testhistory/1563310/c1cae
I found out that the telco (ATT) has even less flexible hours than I thought. For this type of meet (data and tech) they only come out 12p-4p M-F....! Do they know they are a 21st century "high speed" internet company???...having just those hours is not acting like it. Having to wait for the telco like this is not very fair to the customers. Be warned!
Another update next week: their last chance once we get this meeting scheduled. They had better find something wrong in the building and fix it. |
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jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
edit:
July 11th, @11:26PM
| not to be believed but true:
less than an hour after posting my thanks for getting a steady slower connection...our friends at the telco blow me offline around 4pm today while doing some test/tweaking as I await their response to try to setup a new meet next week. When I call DSLX to see what is going on they argue with me very rudely. Their supervisor is yelling at me that they are working to fix my connection...but if you need to do tests that will put me offline why not tell me? No communication. I just got back to work to lose my connection and then get attitude from tier 2. No apologies and nothing but arguments after I gave them their fair due!
Added bonus: DSLX said that the telco set everything back and my connection was back to where it had been since this am at a steady 2MB cap. See the test on my side:
»/testhistory/1563310/c1cae
I had to call back and got my still unable to apologize tier 2 supervisor to get the telco to "undo" what they had done. They got me online at the 2MB cap and it was and back to work. Another hour of frustration burned but I still have to say thank you for at least this. The telco meet is set for next Tuesday so lets see what happens next... |
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Splain
join:2001-08-02
Santa Ana, CA | I have to agree with all the probs you have had with DSLE, almost the same probs that I have had, with no help and I get raged on by people here saying I have turned down help which I have not. |
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