Selected ISP Support > DSL Extreme > DSL Extreme Nightmare

reply to dslx_nick

Re: DSL Extreme Nightmare

I have just been sent 2 different emails informing me that tickets have been created for me, one at 1:08 pm and another at 9:18 pm. Neither of them say anything in the way of message content except that I can log into my DSL Extreme account for more details. I log into the account and there is no information. Simply amazing.

I created a ticket for you yesterday around 1pm to document my findings with regards to your account (we DO keep detailed notes of pretty much everything we do); as I didn't know before opening the ticket what to expect, it was a bit of a generic 'This is a ticket.' at the time. That's what you received the first email for.

I'm a little surprised that you received a second email after 9pm, however. I didn't open a second ticket for you then. Did it happen to reference a different ticket number, or the same ticket number as the first?

reply to bekfe10
Hello bekfe10,
My apologies to you as I misread your question regarding "I take it this is your first experience overall with DSL". I thought you were assuming that this was my first experience with DSL Extreme as a customer which it is.
As a matter of fact I have had DSL from Keyway Internet service in Ontario California at this very same house from 1996 to 2008 and they used the same copper wires provided by Verizon just as DSL Extreme is without any problems for 12 years. I moved away and discontinued the service. When I moved back I decided to give DSL Extreme a shot as Leo LaPort the Tech Guy spoke so very highly of them. I should have realized that he is doing a paid promotion by a sponsor. How stupid I was to buy into this.

reply to basssolo4u
Wow . . . my second support ticket disappeared. I guess it must have been solved. I have not heard word one about either. What a system.

reply to dslx_nick
Hello Nick,
It was a different ticket number than the first ticket. The first ticket had a note of when referenced online said "Tier 2" and that was all it said on my account CP. The one from 9:13pm California was a different number than the first time and just said

Ticket ID: 5275870
Time Created: 2/13/2013 9:13:23 PM
Issue: Re: New DSLExtreme Ticket[#5187744-2336#]
Resolution (if completed):

Please include the subject line in any replies concerning this issue.

Current customers can view ticket information online by visiting »www.dslextreme.com/members

Perhaps an explanation for the time being 9:13 our time was because maybe the ticket was being done from the Philippians where they are in a different time zone.

No, that 5275870 ticket number does not exist at all. #5187744 is the one I opened for you, and I'm the only tech assigned to it - and we definitely have not had some 90,000 tickets opened in under 8 hours! Looks like a glitch in the ticket notification system; I'll have our programming department investigate and fix that, thanks for bringing it to our attention.

Hello Nick,
Thank your for your call. I have contacted the number you left and spoke with Mike. He went over settings with me for about 20 minutes. Have a decent evening.
Sincerely,
B -

reply to basssolo4u
As a follow up to this thread, If I could get out from DSL Extreme I would do it right away, if not sooner. I know that a good deal of people are not happy with whoever they have but DSL Extreme has been a problem and renewing for me has been a huge mistake.

In the past 24 hours I have had 2 exchanges with DSL Extreme's SoCal tech support who did in-fact know what they are doing and were courteous and professional but after a year plus of sub standard service, multiple outages and unavailable tech support except for the call screeners they call tier one support, 24 hours of normality JUST DOES NOT make up for the past years worth of unnecessary complications.

Prior to signing up with DSL Extreme I lived 90 miles from my current location and had Charter cable internet. Charter had wonderful tech support and Charter knew what they were doing and got right to the problem and did not screw around with my time. In addition if there was any down time they would compensate for it. Although they are a large company IMHO they do customer support correct.

Unfortunately they do not service the area I moved back to so I chose DSL Extreme.

My focus still remains the same since making this post on Feb. 12th. I wish I had made a better choice than to renew my contract with DSL Extreme this past December. Since I made a bad decision I am bound to the agreement. DSL Extreme is unwilling to let me out of this contract unless I pay for the remainder of the year. Business must be really bad for DSL Extreme to not respect a reasonable request from a customer that they have failed to provide quality service for; therefore I have no choice except to bite the bullet and hold tight for 10 months.

In the meanwhile I will do everything I can to educate and warn others about the mistake I have made in hopes that they can learn from it.
Respectfully,
B -

In the past year, *every single time* you contacted our tech support with difficulty with your connection either our Tier 1 support got you back online immediately, or our Tier 2 support gave you a callback later the same day, noting that you were already back online but to call us back if you were still having difficulty - and as you never called us back shortly (if you don't call us until over a month later, we consider that a different incident), we believe each incident was resolved successfully.

If you do not consider that quality service, then that is your decision and you are welcome to your own opinion. I ask only that you do not misrepresent the facts, so that others may draw their own conclusions.

For what it's worth, since our technician configured the connection to be handled by the modem (rather than the router), we have not seen any further disconnects. It looks like it was indeed a problem with the router (or possibly the cord between the modem and router). Have you had any further connection difficulty on your end?

Hello Nick,
Thank you for help on this thread. There has been no misrepresentation on my behalf. I have given my business to your company in good faith and have reported my experiences without prevarication.

Incidentally, I found this website/forum by typing in Google search engine the phrase "DSL Extreme Sucks" and voila . . . I came up with a plethora of posts on this theme. I did not have to add my 2 cents in, but I figure if in sharing this I can spare anyone similar problems to those I have had, then it may just be a good thing to share. I did not come here for tech support. I had given up on that after a year of the same old, same old.

I refuse to dignify your comment about alleged misrepresentations with a response.

Indeed I do have an agenda and that is to GET OUT OF MY ONE YEAR CONTRACT but that is a connection I cannot get any help fixing unless I wish pay over $250.

DSL Extreme has not worked as a reliable option in my instance. When I have an intermittent down time issue (which is not cables or a router) and need answers I cannot wait around for hours after speaking with the "Teir one" call screeners for "Whenever" to happen. This is not acceptable.

DSL Extreme should offer the same standard of competent support that most every internet services has, where solutions to problems are readily available to the customer within a few minutes.

This is not to say that DSL Extreme might not be ideal for others persons but in my instance, this DSL Extreme service has been most regrettable and a Nightmare that will not end (just like Ground Hog Day) until December for me.

I had hoped to have made a good decision renewing my contract (despite the fact that it is at a higher rate than the introductory rate of last year), but it was indeed a mistake for many reasons.

My advice about DSL Extreme to the newcomer is "Please proceed with caution and read the posts of others before signing on the dotted line".

reply to basssolo4u

Re: DSL Extreme Nightmare

Surprising occurrence but I got a from a teir 2 tech within 1 hour of my original call. After unplugging everything and testing the modem outside we ran a different testing site and I am now getting 2.87 download. I guess it does not get much better than this. I thank Mike at DSL Extreme for getting back to me in a timely fashion. Although nothing was done on either end but rebooting the modem this situation was handled responsibly from DSL Extreme for a change. I can hardly wait until December to get out of this contract and get online with better technology than these old copper wires.

I refuse to have to pay the $250 penalty for leaving DSL Extreme before the contract ends. It is a lousy policy that they have. As a company DSL extreme does not have to absorb any financial loss if I was allowed out of my contract as they already pay for the lines if I am there or not. Oh well . . December cannot come quick enough.
B -