http://www.dslreports.com/forum/DSL-Customer-noservice-at-DSL-extreme-23292181 en Thu, 09 Feb 2012 19:09:39 EDT Thu, 09 Feb 2012 19:09:39 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23350458
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TH ~ NE ~ EPN ~ NC ~ TD]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23350458 Mon, 16 Nov 2009 18:17:22 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23350389 said by dslx_gm:

Jen -

I would be happy to take another look. Unfortunately I am not seeing your account info on hand so I can reference your account. Can you please provide your DSL Extreme username?

Thanks
George,
I don't feel comfortable posting a username in a public forum, however I received an email today from your customer service mgr and she assured me it would be corrected. Everytime I log on to my account the terms seem to change. But at the moment it is showing what I agreed to. I guess I'll just wait and see what I'm charged on my bills.
Thanks,
Jen]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23350389 Mon, 16 Nov 2009 18:14:23 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23349311
I would be happy to take another look. Unfortunately I am not seeing your account info on hand so I can reference your account. Can you please provide your DSL Extreme username?

Thanks
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George
General Manager
DSL Extreme
Will work for reviews. ;)]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23349311 Mon, 16 Nov 2009 14:33:39 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23343213 Despite all your efforts to put me in touch with a sane, rational person that understood what I wanted, your billing department went rogue and changed all that I agreed upon with the nice mgr you had contact me. The terms of the order she placed for me literally changed within a week and worst yet I have even been charged for time I never had DSL service.

Its nice to see someone like you actually respond to their customers in a forum like this, but your billing department is working against you. I feel like this is some sort of game to drive the customer insane and I don't have the energy to fight with the bulldogs in billing anymore. If the bogus charge for $7.95 (time I never had DSL) and my original agreed upon term with the mgr you had call me (24.95/no contract) isn't restored. After 4 years of good service, I have to stop the madness and fire DSL Extreme for customer NO service.
-jen]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23343213 Sun, 15 Nov 2009 07:07:50 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23294392 said by dslx_gm:

Jennifer,

I will ask my customer service manager to reach out to you directly over the phone to assist in getting your issues fully resolved and keeping you as a client. She will be contacting you shortly.

Thanks
George,
I appreciate your attention to this matter. I was contacted by a different manager who was very helpful and understood my needs. I wish it would not have gone to the point of my emotional rant in a forum, but at least someone was listening. I will keep you posted when I have my service on.
Thanks,
JenH]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23294392 Thu, 05 Nov 2009 01:07:53 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23292674
I will ask my customer service manager to reach out to you directly over the phone to assist in getting your issues fully resolved and keeping you as a client. She will be contacting you shortly.

Thanks
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George
General Manager
DSL Extreme
Will work for reviews. ;)]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23292674 Wed, 04 Nov 2009 19:17:21 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23292504 It doesn't matter anymore, I've canceled service with your company and made this post as a warning to others. After speaking with 3 representatives of your company and telling them what I want, I shouldn't need to do anything else. I'm afraid to go to your website and click on anything or be bound by some other bogus contract. That was something you did not address in your response. My request for no contract.

Is a 4 yr customer in good standing and all the referrals that customer could provide from friends, worth the stubborn demand of an annual contract? Even the masters of "bait and switch", Dish network did not charge me anything to move service. What's up with that?
-jh]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23292504 Wed, 04 Nov 2009 19:05:36 EDT http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23292334
I reviewed your account and spoke with Danielle with regards to your issue. It appears that when you placed your order on our website you selected on the the dynamic IP packages that was limited to PPPoE authentication. Though your line was properly provisioned and should be working fine as you indicated you didn't intend to get a PPPoE based connection. In order to get you on a line that supports a DHCP based connection you need to submit a change order to have the line changed over. Our customer service team would be happy to assist with that. We can get you up and running today on your currently connection and then once the change order takes place you will be switched over to a DHCP based connection. Other than having to enter in the username / password into your router there isn't much of a difference between the dynamic connections.

We would be happy to help and get you up and running in short order.

Thanks
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George
General Manager
DSL Extreme
Will work for reviews. ;)]]> http://www.dslreports.com/forum/Re-DSL-Customer-noservice-at-DSL-extreme-23292334 Wed, 04 Nov 2009 18:19:59 EDT http://www.dslreports.com/forum/DSL-Customer-noservice-at-DSL-extreme-23292181
Recently we moved to a new home(1.5 miles away) and I wanted to stick with DSLextreme, just move my service. I used their online system. The online system forced me to choose a package with an annual contract which was strange. I chose the same package I've had 1.5-3.0 mbps with DHCP. I figured no big deal because I've never had a problem with your service before. Boy how I regret that.

I called on my activation date(Nov 2) to see why my service was not on and the person I spoke with seemed to want to get me off the line and said they had until midnight on activation day to turn it on.

Next day check my modem, and still no dsl light. I called tech support again and spoke with someone who finally got the service going but insisted I ordered PPOE and would have to charge me additional for DHCP. Their packages do not mention PPOE, just dynamic IP or DHCP. I've always had DHCP and that is what originally brought me to DSLextreme. After much time waiting and asking for a manager, I was told a manager would call me back in 24-48 hours (must be busy folks).

So today the 4th I finally get to speak with a manager named Danielle and I told her all I wanted was a simple move. Same service, just different phone number and no stinking contract. Is that so hard to do? And from the get go she took a hostile tone attempting to prove "they got me because I was under contract", threatening me with collections and really did want to solve my problem. The contract was non negotiable. Its only because of these contracts that companies like this can treat their customers poorly.

So beyond the stress of moving to a new home, having my car catch on fire (another story), I now have to deal with a hostile company that is interested in taking my money and arguing with me instead of trying to solve my problem. Finally when I realized I was getting nowhere with this person I said "Cancel Me Now". The pummeling then continued as I was told she could not cancel me and I would have to email them and it could take up to 30 days.

I really miss the days of dealing with humans that listen to you instead of companies hiring CSR's that threaten and read fine print buried somewhere on their website that they can steal your soul. I was so exhausted and frustrated from all of these events, that I broke down knowing they would probably hijack my line for 30 days so I could not go with another provider.

This is my first post and more of a rant on the conduct of this company. Beware
-jh]]> http://www.dslreports.com/forum/DSL-Customer-noservice-at-DSL-extreme-23292181 Wed, 04 Nov 2009 17:47:20 EDT