Review by RSB5 Location: South San Francisco, San Mateo, CA, USA Cost: $39 per month Good sales pitch No feedback or call backs, no email replies, CHARGES YOUR CREDIT CARD EVEN AFTER YOU HAVE CANCELLED ORDER Never again, EVER AGAIN!!!!

Pre Sales information: Install Co-ordination: Tech Support: Value for money:

UPDATE: August 1, 2000

WOOOO HOOOO!!!! I just checked my credit card statement and I finally won the battle, I got credited back all charges that PSN had put on my card! THE NIGHTMARE IS OVER FOR ME.. Well... I hope..... Good Luck to the rest...

Update:

Even after the status order webpage shows as follows:
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ORDER STATUS
ORDER FOR CUSTOMER XXXXXXXXXXXX on 2000-05-13 (South San Francisco, CA)

This order has been cancelled.

If you have technical questions about your new DSL service, please contact support@psn.net

If you have questions about your new DSL data line delivery, please contact install@psn.net

Please remember to include your order number and your name in the e-mail.

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They are still charging my credit card the monthly fee for service that NEVER was connected!!!

ABSOLUTELY IRRITATING!!!!



I ordered my DSL from Cliff Scalco on May 12, 2000 and was promised that everything will be completed in 30 days. I was told that they can povide me with at least 416K connection. I was surprised to see that my credit card had been charged on May 13, 2000. I emailed Cliff Scalco (cliff@psn.net) asking him why my credit card had been charged up front. Text of e-mail I sent him follows:

Sent on May 17, 2000
-start paste-
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Hi Cliff-

I know you said to follow up with your provisioning department for any questions, but unfortunately I have been put on hold by a certain person who was answering your inbound calls to option #8. She identified herself as someone in accounting or billing, she could not help out at all and was very rude and sarcastic saying that she cannot guarantee that someone will return my phone call. I was put on hold for 3 times and had been waiting for 26 minutes total. I have not had a pleasant experience so far.

I need to find out why my credit card was been charged for $379.90 on May 13, 2000. My understanding is that I will be billed when the service is established and up and running.

I am now worried that your customer service and technical support departments are not well equipped to handle and answer phone calls in a timely matter I may be mistaken but so far this is the impression that I am getting.

Please get back to me and let me know what the status is on this. Thank you very much and I look forward to hearing from you soon whether via phone or e-mail.

PS. I have been getting your voicemail too.

Sincerely,

XXXXXXXXXXXXXXX (deleted)

>From: Cliff Scalco
>To: XXXXXXXXXXX (deleted)
>Subject: DSL Request
>Date: Thu, 11 May 2000 12:18:05 -0700
>
>
>My name is Cliff Scalco with Planet Systems Network (PSN.net). It is from my understanding that you are interested in North Point DSL services. North Point has recommended PSN as your ISP/DSL provider. If you could please return a call to me within the next 24 hours, I would be more than happy to discuss the options for DSL service in your area.
>
>
>
>Best regards,
>
>Cliff Scalco
>National Account Executive
>cliff@psn.net
>800.887.9897 ext. 2077
>602.266.0911 ext. 2077

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I never got a reply from Cliff Scalco.

I have made numerous attempts to try to contact PSN via phone but have been either getting busy or am in an endless voice mail loop. Finally on June 1, 2000, someone answers and they have given me a weblink to tell me the status of my order. Its been a few days and the status on the webpage has not changed so I sent the following email to install@psn.net on June 5, 2000

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SUBJECT: Order # xxxxxx
What is the exact status on this order? I would appreciate a status report on this.. Thank you.
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NO REPLIES

Sent another ultimatum email to install@psn.net:

June 7, 2000
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I need to find out the ACTUAL status of this order. I have been given a web address but it alsways says to expect something in 10 business days, well it has been more than 10 business days and the status still says the same. It seems like my requests are being ignored even though you have charged my credit card for something I have not gotten or even gotten a reply from. I am giving you 24 hours to respond or I will cancell this order with my credit card company.

Repectfully yours,

XXXXXXXXXXXX

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No replies at all. On June 9, 2000 I called my credit card company to dispute the charges. I have tried diligently to get a hold of a human/live voice at PSN to no avail. Up to this day, I had no luck in getting in touch with anyone at PSN.

Northpoint Communications had left a voice mail yesterday June 19, 2000 (to my surprise)to give me a status on my order, they claim that they have finally gotten in touch with the local phone company to install the line. DUHHHH, you mean to say after more than a month that you have charged my credit card you just ordered the line TODAY?????

Northpoint Communications was no help either. After I got the message in my voice mail, I decided to call Northpoint today to see what they can do to help. I figured, since they called to give me a status report, they should be able to help get this order cancelled.. NOT!! I spoke to a Joan at Northpoint and she said that she cannot cancell my order and that I had to get in touch with PSN. I told her that I tried numerous times and even e-mailed PSN to no avail. To shorten my conversation with her regarding disputing this order, I got no where and was indirectly told your "S.O.L." until you contact PSN. How could I if they do not answer thier phone or return e-mails. NEVER AGAIN.......

I got a temporary credit with my credit card company and hopefully this will be the end of this nightmare..

System Anon 2000-Jun-20 8:00 pm Bell Atlantic the 3000 lb company sitting on PSN How do I get Bell Atlantic to do their work so I can get PSN/Northpoint DSL? I ordered PSN/Northpoint DSL on May 23, 2000 and now I'm writing this on June 20, 2000 and after having my credit card charged 384 dollars right away, I have nothing but promises, words to show for it. Where do I go to put pressure on Bell Atlantic to find the ports and line pairs so Northpoint can do their inside installation? Don't tell me to look for another provider. I alredy have and at 13,300 ft from my co PSN/Northpoint gives me the only practical DSL package at 416/416 for 40 a month. I don't want cable as more people get that my d/l speed will go down. Can I write to the FCC or the Public Service Commission in NY State? I live in Nassau County. If you read this and have Bell Atlantic sitting on your order, write me at dbaer@hoflink.com Thank you. Dennis Baer 2000-Jun-20 8:00 pm: · hey mods ·
	garywcook join:2000-05-09 Mission Viejo, CA garywcook Member 2000-Jun-21 2:13 am Re: Bell Atlantic the 3000 lb company sitting on PSN Be glad that Bell Atlantic is sitting on your order. This will be the best part of the PSN experience! Enjoy it while it lasts. Once you have to start dealing with PSN, you will wish the wires were still disconnected just like PSN's telephone support lines. 2000-Jun-21 2:13 am: · hey mods ·
		System Anon 2000-Jul-28 6:13 pm Re: Bell Atlantic the 3000 lb company sitting on PSN Whoa there. I've seen the dozens of negative postings about PSN, which is causing me to reconsider my recent order through them -- but let's not lose perspective here. I'd been trying to get DSL through Earthlink for over a month, and Bell Atlantic created such a nightmare situation (rejecting the DSL order repeatedly with error codes no one -- seriously, no one at BAtl or at Earthlink -- could understand, then trying to SELL ME BAtl's DSL SERVICE on my trouble calls) that I had to cancel my order with them. Massive conflicts of interest there, and unbelievably dumb of Earthlink to get in business with them. It'll probably end up costing Earthlink my ISP business, too. My experience over the last 30-45 days has been this: If it's DSL, and Bell Atlantic is involved in any way, they'll manage to botch it six ways from Sunday. As bad as the postings for PSN have been, I've had essentially the same negative experiences with BAtl. Looks like things are tough all over. If someone wants to tell me a good DSL provider in the DC area that will let me avoid the BAtl mess, I'm all ears. 2000-Jul-28 6:13 pm: · hey mods ·
	to Anon Anon 2000-Jun-22 3:42 pm to Anon Basically you have to wait. I order my DSL from PSN/North point on May 20, I just had my outside wiring done on June 19 and North point will do the inside wiring on Jun 23. Hopefully everthing will be ok. 2000-Jun-22 3:42 pm: · hey mods ·
Anon 2000-Jul-14 10:05 am Beat this!! I bested you all - ordered from PSN/Northpoint May 1 and still waiting(now July 14). They did, however, charge my credit card for a year of service! 2000-Jul-14 10:05 am: · hey mods ·
	rhollaw join:2000-07-01 Pittsburgh, PA rhollaw Member 2000-Jul-15 3:41 pm Re: Beat this!! CLOSE SECOND!!!! I ordered May 11th. Paid One Year up front. Just got billed for a month of service.....and STILL NOW PSN-DSL I would like to cancel, but I don't think I'd ever get my money back. Thank god I do have Bell Atlantic DSL. 2000-Jul-15 3:41 pm: · hey mods ·
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