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justink
join:2012-09-16
Desert Hot Springs, CA
1 edit | [DSL] why i left DLSx. apparently in the middle of august my september bill became late, incurring a reconnect charge. so 2 weeks into august i get dissconnected and now dslx wants a 10$ reconnect fee, 1$late fee ontop of 29.99 for 3 mbps? oh and taxes too so 32.83 + 11 = 43.83 for spotty service. terrible forigner support that consists of "reboot your modem" "dont use the router" "thats how it is" (impressive support like that always makes you want to whip out the CC to give money to right?!)
i signed up as a referal for the 14.99 plan. apperantly dslx couldnt give me the medium plan for the advertised 24.99 because i already signed a contract. so i was paying 5$ more.
time warner cable is already installed in my house and connected replacing your 3mbps dsl for 32.83 with a 10mbps connection charging 29.99
no surcharge
ive been charged random 10$ reconnection fees the same day i paid my bill before and had to blow up your parent companie's fax number to get any resolve, apperantly no one at DSLx is allowed to do anything (including fix problems) i was told they cant remove that.
ive posted here before and got no help past the first PM where i shoot my info over.
ive called and spoke with dslx indians who cant/wont/dont do anything to fix any problems with connection problems, slow websites etc. your only test is speedtest.net...
some websites took 2-3 minutes to load, or never loaded atall. (drudgereport.com takes 2minutes to load on dslx!!)
i dont care to resolve any problems anymore.
im not paying my september bill that was late in august,
i was turned off in the middle of august for not paying augusts bill. i paid dslx 106.68 on 6/25/12 (service dates 4/10 - 8/1) and later that day you charged a 10 reconnect fee, AFTER i paid the bill. and my service was never disconnected.
as it stands my account is suspended and it looks like i have an impressive balance, untill you look at the fact im being billed almost to the end of the year. past due balance is 1/2 month of service and maybe a 10/1$ fee.
ill pay for the 1/2 month service and the fee, but im done with dslx guys. its really sad. in no way shape or form did DSLx hold its end of the contract!!! i wasnt provided complete service.
and to no fault of DSLx dsl is garbage compared to real broadband. like cable/fios my hulu was unplayable, constantly slow. youtube was more like no-tube.... and for over 30$ a MONTH i expected more. MAYBE I HAD high expectations?? | |
 NormanSPremium,MVM
join:2001-02-14
San Jose, CA
kudos:9
 ·SONIC.NET
·Pacific Bell - SBC
| said by justink:... dsl is garbage compared to real broadband. like cable/fios ...
How many in your household? I found 3.0 Mb/s service to be more than adequate for a single user.
"Cable/fios"? That's like saying, "truck/Kia".
"FiOS/U-verse/Xfinity" are brands.
"Fiber/copper/coax" are the respective transport media for those brands.
--
Norman
~Oh Lord, why have you come
~To Konnyu, with the Lion and the Drum | |
det427Premium
join:2004-01-31
Santa Rosa, CA | Sounds like he did not pay his bill in time. Better to set up a credit card to "auto pay". If he did not have a credit card he could have paid by check or savings account. I agree with you that 3 Mbs is plenty for a single user. | |
Reviews:
·DSL EXTREME
| reply to justink
said by justink:apparently in the middle of august my september bill became late, incurring a reconnect charge.
Would this post have been written if you paid your bill on time?? Nope...
Case closed.....Next in line:)
...and yes, 3 megs for the average user is just fine... as far as Time Warner, looks like you signed up and got a promotional package... after it expires TW will just stick it to you with no kiss. | | |
|
 dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | quote:
ive posted here before and got no help past the first PM where i shoot my info over.
Wait, what? I'm certainly not perfect, but I think I do a pretty good job of staying on top of help requests - that's why I'm here, after all. Username "justink" was registered just yesterday, which would explain why I can't find any PMs from you under that name - did you send me a PM under a different name? If you did and I somehow failed to respond, I sincerely apologize.
With regards to billing... I'm not in the billing department, but I do see they waived the first late fee and disconnect fee back in April as a courtesy. I don't think they do that more than once per account, however.
I can explain the late and reconnect fees, however; they're not random. According to our Terms & Conditions, section 6 "Payment, Late Fees and Other Charges", if you're over 20 days late we may suspend the account (although usually we don't actually suspend the account until after about 45 days, Billing's nice like that). If/when we reconnect (un-suspend) the account, there is a $10 reactivation fee added at that time (which isn't due until the NEXT time you pay your bill, we don't expect you to pay it up front)... but if you never actually reconnect (for example, you cancel the account without reconnecting the service) then there is no $10 reconnect fee. The $1 late fee also shows up after a month and a half: "Past due accounts will accrue a monthly charge of one and one-half percent (1.5%) of the past due balance or one dollar ($1.00), whichever is greater."
We sent you a warning on 6/21 that your account was about to be suspended, it was actually flagged as suspended on 6/22 (although it's possible you might've still been online, if you still had an active IP lease that hadn't timed out yet), hence why you saw the $10 reactivation fee show up on the account when you paid on 6/25.
I'm afraid your account's not just suspended, it's actually cancelled at this point for non-payment. Since you're under annual contract, the standard action at this point is to charge the $250 ETF (Early Termination Fee) for broken contract. However, since you only have a few months left on your contract, Billing is instead only charging you the lesser 'buy-out' amount equal to the remainder of your contract, hence why you're seeing a few months' worth of balance remaining.
I'm hoping the above information helps clear things up for you. It looks like you're currently not planning on paying the remainder of your balance, but hopefully I've changed your mind. As a final word of advice - and please understand, I'm trying to help, this is NOT a threat - please be aware that Billing does route non-paying accounts to a collections agency. They send out warnings about such, and it's even clearly mentioned in the T&C (again, section 6), but I still see former customers that are surprised when this happens. If you want to dispute your balance, please don't just ignore it; do call in and talk to our Billing department, before it gets that far.
I'm sorry your DSL connection with us didn't work out, but do hope you have better luck with your Time Warner Cable. One thing to be aware of: often, slow speeds when browsing SOME websites is caused by the particular websites you're trying to access, rather than your own connection speed. Impartial 3rd-party test sites like Speedtest.net are useful because they give you an estimation of your own speed, so you can then compare that value to how fast you seem to be able to access a particular website to help determine where the slowdown is occurring. Other useful tools include the commands ping and tracert; if you're having trouble accessing a particular website, it can be very useful to open a DOS command window (Start -> Run -> CMD) and run a tracert to that website to see how long your connection is taking for each hop, or to see where it's timing out if it's failing to reach the destination. If you're still finding that you're encountering slowdown when trying to browse certain websites, you may want to give that a shot. | |
justink
join:2012-09-16
Desert Hot Springs, CA
1 edit | the service wasnt bad...but not sterling great either i dont want to be mean.
i was posting as 'anon" user in the past... real good for NOT getting any help.
my problem really lies with the billing date you bill me so far in advance. i login on 8/1 and my bill was issued on 7/9 for 8/1-9/1 so when 8/1 comes the bill is already 42.83 my TWC 10mb/1mb connection isnt a promo. standard price. so 10mb for 29.99 or 3mb for 32.83... really? im not going to pay my bill 3 weeks in advance....
i feel like DSLx tried to gouge me on the speed upgrade(24.99 when i first signed up, 29.99 later on when i found that 1mb really sucked.) and contracting me into a mediocer service to collect ETF's and late fees.
all of you people may say that 3mbps is good for a single user, but hulu was slow, youtube was slow, snagfilms.com was slow. i'll agree that 3mb isnt bad but i wont agree that its good. i conastantly was stoped to have buffers refreshed, while watching things on "low quality"
as for my bill. yea i stoped paying. im being billed for 30days when i only got 21 + late fee. ill pay for all the service dates i used service. but if dslx doesn't want to close my account without an ETF ill be happy to see you guys in court. small claims too. i can collect the ETF and court fees from dslx through small claims just as easy.
my boss referals ALOT of people to DSLx, i dont want to be nasty, but i think that in no way shape or form was dslx was supporting there product with me. my time with your company was terrible. support was non-existant. and it wasnt really cheaper then anything. i dont think DSLx upheld there end of the contract. do you know it took more then A MONTH to get me hooked up in the first place?!?! | |
justink
join:2012-09-16
Desert Hot Springs, CA | reply to dslx_nick
is asking for help on this forum the only way to get anything done? why do you guys have that phone number? they cant do anything there??? i was posting on this forums months and months ago when i was having lots of problems(as anon), i dont remember you doing anything for me..!! | |
dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | Is asking for help on this forum the only way to get help? No. The majority of our customers ask for help over the phone and receive help there. I'm just one guy, and while I do my best to address every concern raised on this forum, I acknowledge the possibility that I might've overlooked or misplaced a request for help, and if so I apologize. That said, anon accounts cannot send PMs (you have to register on the site to send PMs), and you said you sent me a PM earlier with your info, so please tell me what username you sent that PM under and I can go find out what I did-or-didn't do with your help request.
Billing's done in advance, so yeah, they'll ask for August's payment in July. I believe it's always been like that; after all, we don't have any bandwidth caps or overage fees so there's never any need to retroactively adjust billing based on usage. The closest thing to that is reconnect fees (which aren't due until the next month, as mentioned).
We don't make any money on ETFs. We don't WANT to collect ETFs. We'd much rather customers just pay their bill each month and business goes on as normal. The only reason we charge ETFs is because when we set up a customer with an annual contract, we also have to enter an annual contract with the ILEC, and if we are forced to break that contract, then they charge US the ETF, which is why we then have to pass that on to the customer. If we were really trying to make money off the ETF, we'd stick you with the full $250 fee as stated in our T&C, rather than just the 'buy-out' amount.
Similarly, we still have to pay our fees to the ILEC while your account is suspended, which is why our T&C also state, quite clearly, "Subscribers are responsible for paying monthly subscription fees while Services are suspended due to non-payment."
I'm not a lawyer, but the Terms & Conditions are pretty clear, and if you have any disagreements about your balance I really strongly urge you to contact Billing to get it sorted out. | |
| reply to justink
What do you want us to do? Say you're right? Your accusations are pretty outrageous against DSLX. Ignorance seldom gets you out of paying fees due to lack of attention to the terms.
I'm not used to seeing someone call cable internet real broadband though. The almost unattainable FiOS is indeed broadband that is not shared.
To the others who think 3mbs is adequate for one person has never tried to watch HD Netflix, Hulu, Vudu etc. When watching a 1080P movie on Vudu with full multichannel support uses about 6.5mbs. Even this is thanks to the h.264 codec being 40% more bit efficient than mpeg2 Some HD in lesser than 1080P formats can squeak by on 2.7mbs but some interruptions can and do happen at this speed.
I'm happier with my 7.1mbs connections. Waited for 5 years to go above 3mbs which is not DSLX's fault but rather Verizon's fault. Frontier actually upgraded and added equipment since they took over and now I have some visible progress at the least. If any of the copper owners would go from g.dmt to adsl2+ a speed of 24mbs is the ceiling, not 8mbs. | |
 sashwaPixie Cat Crunchin' n Foldin'Premium,Mod
join:2001-01-29
Alcatraz
kudos:15 | reply to justink
(topic move) Billing suggestionModerator Action
The post that was here, has been moved to a new topic .. »Billing suggestion | |
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