Overdriven9
join:2008-10-10
| reply to dslx_gm
Re: Changing phone number nightmare!
Just want to update that i'm now back up and running at optimal speeds. Hopefully this time it doesn't go down. 
Thanks for your assistance George, and I apologize if I came off as being rude. I'll make sure to submit a positive review when I get a chance.
I just have one question. Would you be able to tell me if i'm currently running under AT&T or Covad? |
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upset customer
@Level3.net
| reply to dslx_gm
Hearing that actually makes me very uneasy.
After speaking with what it seems like all the employees for DSLX in the billing, tech support, and tier 2 tech support departments, and still not getting a consistent answer, i honestly don't know what to believe anymore.
Not only has DSLX been playing the finger-pointing game with AT&T and Covad; But they've also been playing it amongst each other since every other associate seems to have a contradicting solution than the previous person I spoke with.
I really do hope you're right George, and this gets resolved real soon. I don't know how many more hours i can take of that annoying music playing in the background while i'm on hold trying to get a competent rep. that is willing to listen. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to upset customer
I think there was a bit of confusion regarding the networks. When you were last connected, you were connected to an AT&T DSLAM. It looks like there was an issue with the line that caused it to get disconnected. Your best bet and best rate will be connected to the AT&T DSLAM. Hopefully they can get you fully up and running tomorrow. |
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upset customer
@Level3.net
| reply to upset customer
I'm not sure you understood my rant in the first post. I was advised by a senior tech support agent at DSLX that I should stick with Covad's network since he mentioned that I would not get the 6000kbps under AT&T's network. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to upset customer
Our orders team is working with AT&T on your line. AT&T was scheduled to have the line up and running this afternoon but ran into some issues. We should have an update in the morning and hope that your service will be back up and running by tomorrow.
Thanks for your patience. |
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upset customer
@Level3.net
| reply to upset customer
I was wondering if i can please get an update. I received a phone call today from DSLX, but was not home to answer the call. Then when I called back to billing to see what was going on, the associate left me on hold for such a long time that I eventually just gave up on the call. |
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upset customer
@Level3.net
| reply to upset customer
Thanks for responding, George.
I really hope this gets fixed soon, and that there are no further delays.
I know this wasn't mentioned in your post, but can you also please look into the whole contract situation. I honestly don't agree with this implementation to my account, and would appreciate if you can possibly get someone to look into this case.
I convinced my brother to switch over to DSLX and am constantly recommending you guys to friends and family members in the area. I was extremely satisfied with DSLX prior to this. However, this recent disaster makes me question whether i'm making the right choice in sticking with DSLX. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to upset customer
Hi Ernesto,
I would like to first sincerely apologize for the inconvenience. Although a change in your phone service including phone number can require a disconnect and reconnect which can cause up to approximately 10 days of downtime, it sounds like the process did not flow smoothly for you. I appreciate you sending over the order number. I have reviewed your account and escalated it to our orders team. They will review in the morning and work to get your service restored as soon as possible. I will also internally review what occurred to help insure it doesn't happen in the future. Someone will follow up with you tomorrow with an update.
Thanks for your patience.
--
George
General Manager
DSL Extreme
Will work for reviews.  |
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upset customer
@Level3.net
| For the past month I have spent countless hours over the phone with DSLextreme associates, trying to complete what could have easily been a phone number change to my DSL service.
On Sept. 5 I called to change my service over to my new phone number. Phone company remained the same, as did my location. The call went smoothly. The person i spoke with stated it would take about 7-10 days to complete the transfer, and I would get to keep my Elite DSL speed. I was thrown back by the down time, but had no other choice but to wait.
Fast forward about a week and half: I log into my DSL account using a relatives computer and notice that the activation date was the 17, but what surprised me was that it said I would have Pro DSL speeds, and would end up paying the price of my previous Elite DSL speed. I immediately called the billing dept. to see why that was. The associate that assisted me mentioned that the person that had assisted me on the 5th placed me under the Covad network, when I should have been under the AT&T network, and that was the reason why. So she placed a stop order and submitted a new order under the AT&T network with a 1 year contract and with a reduced price than what I was previously paying, so i accepted. Because this was a new order she mentioned that I would have to wait a bit longer to connect under AT&T's network and quoted me with a new activation date being 22nd of Sept.
Fast forward to 22nd of Sept: After much anticipation, I was disappointed to find that I still had no internet access, so I proceeded to call in once again. The tech support agent i spoke with stated that there is still some work to be done by AT&T and I should give it another day. I call back the next day and speak with another tech agent, and this one states that the order for Covad actually went through, and because of this AT&T can't connect to my DSL line. The messed up part was that this agent was also advising I should call Covad myself and tell them to release my line, when it wasn't my mistake to begin with. After a while this agent stated that he would get this all fixed and should expect a call back regarding the situation. So i get a call back around the 25th from a senior tech support agent, who surprisingly enough manages to get me connected after a couple of adjustments from his side. The kicker is that he got me connected under Covad network at 3000kbps-6000kbps speed. He recommended to stick with this network because under AT&T I would not get this kind of speed. So i gladly accepted, and he stated he will personally be in charge of contacting billing and placing a stop on the switch to AT&T, since he noticed I have been through so much trouble trying to get this sorted out. Before he hung up, he stated the only downside would be that the promo price that was offered for the AT&T contract will not proceed and that I would go back to the previous pricing, and I had absolutely no problem with that.
Fast forward to 3rd of October: Suddenly my connection to the internet was down yet again, so I immediately call tech support to see what was the issue. The person i spoke with states that an order to switch to AT&T's network is in process and that I had indeed been disconnected from Covad. Turns out the senior tech support agent didn't contact billing to prevent the switch. I tried to explain to this person what had happened, but it seemed like it went in one ear and out the other. This person proceeded to simply transfer me to billing to explain to them what had happened and have them place another order to switch back to Covad. The person in billing stated she would transfer me to tier 2 billing, and was disconnected soon after. So I called back extremely frustrated and requested to speak with a supervisor, however this associate seemed determined to help so I proceeded once again with the long explanation of what is going on. This person stated he would submit a request to put me back under Covad's network, but would have to wait yet another 7-10 days to get back up and running. So once again I had no choice, but to wait, so I accepted.
Another thing I found out during this phone call that had me very upset was that it turns out the person I spoke with initially on the 5th of Sept. had placed me under a 1 year contract for the phone number change and it turns out I accepted, when I really don't recall this at all. The reason I would have never accepted this contract was because the person I initially spoke with stated I would be paying the same price as before, and this contract would in no way benefit me, seeing as the termination fee is about $250 dollars. I have been with DSLextreme since January 2007 so I'm well over the year contract. So now i'm stuck with this 1-year contract, and after the service I have received during this past month, I don't think I can survive that 1-year. I understand the associates might have a sales goal to meet with signing up customers with contracts, but speaking as a former sales associate for a major bank, the way that this was practically imposed on me seems rather shady. And now it seems there is no turning back from this contract that I supposedly accepted.
So here I am, patiently awaiting the e-mail confirmation for my next activation date using the extremely slow dial-up service that was offered as a temp solution, while I get my DSL back. If there is anything that the kind DSLExtreme Supervisors overlooking the forums can do, I would appreciate it, seeing as the phone associates have done nothing but cause problems. Whether it be expediting the order, or getting rid of the contract. 
Thanks in advance for reading this long essay and for any assistance.
Order #: 519420 |
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