murray9000
@sonic.net
| another disgruntled ex-customer
after 3+ years i've also jumped ship. uptime was just phenomenal while cyberonic was using mci/worldcom and i didn't have any probs initially after the switch to covad but after a few months of 6mb/768k service with the new briteport router i ran into problems. oddly enough i could ping google.com and common public dns servers, resolve hostnames and even telnet to smtp servers on port 25 and successfuly send mail via smtp but i couldn't surf at all, couldn't ssh anywhere and 'curl google.com' crawled at 200 bytes/sec. the first tech i spoke to [after the typical 30-60 mins of frank sinatra] repeatedly asked me to tell her what error message my browser was reporting. that was pretty disappointing but i suppose not uncommon for front-line phone support. she told me my problem would be escalated so i called back the next day [saturday], listened to more sinatra for about an hour and then spoke with a tech who was much more helpful. he had covad restict my line speed to 3mb and then 1.5mb to see if it would make a difference and also had me reconfigure my old efficient networks router. noise margins went up to 18-19db [healthy] and CRC errors stopped but the exact same problem persisted. i was then told that a covad tech would be dispatched to the CO the next business day. sounded fair to me, so i played along. i called again on sunday to check on the status of the trouble ticket and listened to more sinatra and was told that a covad technician was scheduled to head out to the CO on FRIDAY, not monday. very disappointing but the cyberonic tech agreed that this was unacceptable and told me that my ticket would be escalated again for quicker action by covad. well these so-called escalations had gotten me nowhere so far so i called again on monday to check the status of the ticket again and was told again [after another 20-30 mins of sinatra] that a covad tech would be checking the dslam at the CO on FRIDAY. i promptly cancelled my account. i don't expect any isp to fix problems immediately, some things just take time and that's a crappy fact of life but being lied to multiple times is unacceptable. they shouldn't have told me that a covad tech would be dispatched to the CO on monday if they did not have the means to make that happen.
i used to praise their service and recommend cyberonic to friends/coworkers looking for broadband but now i cannot stress more that cyberonic should be avoided and will treat you like a jerk if you get caught up in their bermuda triangle techsupport. this might be the right isp for you though if you're a big frank sinatra fan. |
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ross
join:2000-08-16
 ·Digizip
| Did you have any problems cancelling your account?
Have they shut off service, and officially released the line for your next potential ISP to initiate service?
Did you have to pay their $250.00 early termination fee? If not, how did you swing that?
Still got the credit card, with the same account number, you were using to pay Cyberonic, or did you have to "lose" it?
Inquiring minds want to know...
P.S.- Good luck with your next provider! |
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murray9000
join:2006-07-26
Oakland, CA
·SONIC.NET
| i bit the bullet and paid the $250 termination fee. i'm an IT consultant and work from home pretty often so being offline was hurting my wallet enough for me to cough up the postcard money in the hopes of them letting me go without a fight. and after experiencing how poorly they treat customers i really just wanted to get the hell off of cyberonic service ASAP. had no problems cancelling the account. they released the line fast enough for me to be up and running again 4 days later. there are conflicting posts here about the legality of those postcards... i know absolutely nothing about this kinda legal stuff but if there are any lawyers here who think cyberonic's postcards are ambiguous enough to start a class action suit count me in. |
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DonBrady
Premium
join:2002-06-20
Cary, NC
| Postcards aside, you are legally entitled to treat the contract as breached by them if Covead/Cyberonic did not delliver reliable service.
I would send a registered latter by snail mail mail asking that the $250 be refunded because Covad failed to deliver reliable service (give lots of details). That's probably all they need to get the money back from Covad and send it to you.
Five days later file a written dispute with your credit card company.
This should get you the money back.... |
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