 stridr69
join:2003-05-19
San Luis Obispo, CA
| Interesting... First off, try the DSL Extreme forum to see if they can help.
From what I remember the CEO of DSL Extreme used to frequent these hallowed halls-perhaps you'll get a response from him.
Also why not leave your modem on 24/7? I do with my Speedstream 4100 thru ATT and that usually takes care of any problems that comes my way. And I did 2 months ago with frequent dropouts. ATT checked my line and found no problems. And, interesting enough, my dropouts ended. Go figure. But, this could have been on my end-however I've yet to figure out what happened. But it's easier for me as I don't have another ISP OVER ATT's line(as well as I have ATT's hardline service, which I'll NEVER give up-personal preference here, okay?).
Good Luck.
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| I would like to review your account... Hi jerkyspace -
I am sorry to hear that you experienced some issues with your line. Your experience seems very out of the ordinary. I would like to have an opportunity to review your account and ensure that everything is functioning properly. Please send me a PM with your account information so I can review.
There is a DSLExtreme forum here on DSLReports that I and some of our technicians and clients frequent. We provide support directly through the forum. If you have any questions in the future we welcome you to stop by and we would be happy to assist. »DSL Extreme
Once again I apologize for any issues that you have experienced. I look forward in assisting to get your issue resolved.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  | |
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 | jerkyspace
join:2008-07-03
Alameda, CA
 ·DSL EXTREME
edit:
July 7th, @12:26PM
| Re: I would like to review your account... My experience is not out of the ordinary (sorry to say)...check your records over at DSLX and you will find this is just what I went through in Feb 08...if you want to get really upset at your fellow employees and ATT then go back further and explain how it took so long to get my DSL up and working...from a perfectly good line.
First previous ISP was rock solid with Sonic.net...I gave DSLX a chance to upgrade my account to 6MB from 1.5-3MB when I signed up (they sold it to me saying it would work)...and then I sat with no internet for weeks while everyone fumbled around. Half of your people saying I could get only 3mb and the other half saying I could get 6MB (with different stories on the ATT side)...and in between having every attempt to change out the cable and wiring on my end...just to find that ATT botched the transfer from Sonic to DSLX...I had to give up on the 3-6MB line because no one could make it work or agree if it would or not...
Back to the present...of course one of your people...instead of helping me get back online at all this weekend...wanted to argue with me about how I could get setup on the Covad equipment to get 6MB with threading...ignoring the present fact that no one knows why my DSL does not work again...of course lets turn that modem on and off 20 times...change all the cables and the modem, send people out to check the line outside...then inside and charge me for it....just to find out ATT botched my account AGAIN and we wasted all that time.
Also thank Tier 2 for ignoring my trouble ticket all Saturday and Sunday because they thought I just wanted to talk to your technical support manager (or that is their excuse). I just missed him before the holiday, but that does not mean I am going to wait all weekend to get anything started? So your people can only do one task at a time? The ticket still said I had a problem as well...but I guess that will have to wait until I talk to the manager about something else?
I watched a pretty painful fumble match go on over the weekend and don't feel any closer to a solution...since no one at DSLX speaks with any confidence and cannot agree on what the problem may be.
As for turning your computer and modem off...nothing personal to anyone specific...but do we live in such an ignorant and greedy society that we cannot see the value of saving just a drop of energy (and equipment life span) from time to time? There are good security reason to shut off a network you are not using too. Also is DSL technology such a hack/gimmick that it cannot survive the modem being turned off? I guess it wasn't as much of a problem when I had that great static IP from day one that got taken away from me.
If you want to change my opinion then help me out...its morning of day 5 since I began the trouble ticket...with no usable connection and my phone isn't ringing with DSLX help...not that I am looking forward to the next few rounds of frustration to get back up and running. I would love to be proved wrong and get back to work. | |
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| jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
| 1 week and counting...the telco was sure they had it figured out and replaced some bits and bobs outside. But then they left and it never fixed anything. Now I have to play find the appointment with them that not even DSLX management have any pull over to get set up. All so the telco can go on a fishing expedition in the building hoping to find anything wrong. I couldn't make it yesterday because of work and all DSLX wants to do is remind me of that...instead of being on their game and setting up an appointment today. They can't pull that off and just leave me a message this morning...many many hours ago. No follow ups...all it seems the GM wants to do is IM on a broken DSL connection and now he is not getting back to me either. I am no closer to getting a resolution and if they cannot get the telco over here today it will be almost a week before I am able to make free time in their very limited and inflexible scheduling (9-5 M>F?)...also expect a 4 hour window minimum for them to show and you better plan ahead at least 24-48 hours notice before you can expect to get them out there.
DSL is not worth all this hassle. | |
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| jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
edit:
July 10th, @08:43PM
| And the saga continues:
They could not setup a visit by the telco on Wednesday when I was home. I let them know that I had to work from Thursday through the weekend...so they setup another telco visit for Thursday anyway? Even after I told them I was working? I worked Wednesday night into late Thursday morning and got two strange calls (messages as I was working)from a young sounding tier 2 tech. He said the GM wanted him to get in touch with me (why not the GM himself?) and that they were setting up a Thursday telco 12p-4p visit(?). I was unable to return the calls in the late morning hours but tried to call in on Thursday morning to see what was going on.
I was on a very short break at work and had to wait to get through to tier 1. I just wanted to try to get in touch to make sure they knew I wasn't going to be there and do them the courtesy of saving the telco from wasting a trip. Maybe that would give them room in their schedule to help someone else stuck in another DSL mess. But tier 1 wouldn't just get me a manager I had to give him all my info again and then get transfered to Tier 2 "cold" and wait some more. I then gave tier 2 my information and they put me right back on hold to "review my information". All I needed to do was try to cancel the visit and see what other hours if any they might be able to come by...I'm trying to help them out here. I only had a 15 minute break so I had to hang up while still on hold.
As luck would have it about :45 minutes later I found out we would be finished work by the early afternoon so I tried to sneak a quick call back into DSLX. I spoke to a tier 1 tech and begged to just get a message to Tier 2/the tech manager/GM about the cancellation I had tried to call in (and never confirmed) and to see if I could still race home by 1:30p and meet the telco folk. She cut me off mid explanation and again did not want to do anything but the usual tier 1 exchange of information then get me to tier 2. She specifically said they handle that and she cannot. She put me on hold/transfer and I just decided to race home and try to catch the telco. This is my only chance for a week. I gave up another call for work this afternoon/evening to do so.
First thing I do when I got home at 1:30p was to call back to DSLX and try to confirm the telco's status (did I get home in time?). When I called in now I get a tier 1 tech who CAN do everything without the "routine" to get to tier 2. I gave him my trouble ticket number and he sort of rudely tells me that I canceled the telco visit (!?) and now my trouble ticket was closed. What?
How can a company set up a visit when they know I am working and then cancel it without confirmation? I have tried in vain to get back in touch and catch them in time...maybe get the telco over here somehow. If they can never setup anything last minute then why wouldn't there be room in the schedule after a last minute cancellation? The phone number that the tech manager gave me just rings and rings with no answer or voicemail. I just spent 30 minutes trying to get DSLX customer service to find the phone number for their own general manager. So another very frustrating loss it seems...but I will be stuck waiting around at least until someone calls me back to let me know either way.
You cannot ever get in touch with these people when you need them...it takes too long to get any information moving...and you will have to give up work/wages just to be around for them in their limited windows of availability...all to have them cancel your only shot without a bit of confirmation (and make it seem like it is all your fault for not being able to work in their crazy world). Also does the normal 40 hour a week 9-5 public realize that if they need the telco to come look at anything...they better be prepared to take some time off work? Why can't they work nights and weekends when most people would be able to take care of this? And I suppose people who work "on call" like myself in the entertainment industry are just out of luck...
It does not seem likely that this will get resolved. Anyone would have to question whether they want to ever do business with these people again irregardless of the service ever getting fixed. Remember too, that this telco visit has no plan other than to look around and test things in hopes of finding the problem. If I can ever get a visit to work out...What happens if they replace everything and it still does not work? | |
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| | jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
edit:
July 11th, @08:12PM
| Re: I would like to review your account... Just an update to be fair:
After they tried the line at 3MB and it was unusable...someone at DSLX or the telco dialed my account back to a somewhat steady 2MB with almost no line quality issues from my tests. At least I have working and just somewhat slower connection now (after a week of no real use). I still don't know what they did or when...plus it would have been nice to be told as I have spent time surfing elsewhere. Now why that couldn't have been setup from the first day? Good question...? because here is what the last week has been like on my end:
»/testhistory/1563310/c1cae
I found out that the telco (ATT) has even less flexible hours than I thought. For this type of meet (data and tech) they only come out 12p-4p M-F....! Do they know they are a 21st century "high speed" internet company???...having just those hours is not acting like it. Having to wait for the telco like this is not very fair to the customers. Be warned!
Another update next week: their last chance once we get this meeting scheduled. They had better find something wrong in the building and fix it. | |
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| | | jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
edit:
July 11th, @11:26PM
| Re: I would like to review your account... not to be believed but true:
less than an hour after posting my thanks for getting a steady slower connection...our friends at the telco blow me offline around 4pm today while doing some test/tweaking as I await their response to try to setup a new meet next week. When I call DSLX to see what is going on they argue with me very rudely. Their supervisor is yelling at me that they are working to fix my connection...but if you need to do tests that will put me offline why not tell me? No communication. I just got back to work to lose my connection and then get attitude from tier 2. No apologies and nothing but arguments after I gave them their fair due!
Added bonus: DSLX said that the telco set everything back and my connection was back to where it had been since this am at a steady 2MB cap. See the test on my side:
»/testhistory/1563310/c1cae
I had to call back and got my still unable to apologize tier 2 supervisor to get the telco to "undo" what they had done. They got me online at the 2MB cap and it was and back to work. Another hour of frustration burned but I still have to say thank you for at least this. The telco meet is set for next Tuesday so lets see what happens next... | |
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| | | | Splain
join:2001-08-02
Santa Ana, CA | Re: I would like to review your account... I have to agree with all the probs you have had with DSLE, almost the same probs that I have had, with no help and I get raged on by people here saying I have turned down help which I have not. | |
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hottboiinnc
Kyle
join:2003-10-15
Toledo, OH | Cable This is why everyone should have the option to get Cable and Local ISPs shouldnt have DSL. Leave it up to the Telco. It stops the middle mand and the figure poiting between them and the ISP. | |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| AT&T Removed Bridge Tap Hi David,
I have been following up on your ticket since the dispatch last Tuesday. Unfortunately there were some scheduling conflicts but once we were able to get AT&T out there for the MPOE meet it appears they were able to correct the issue. I show that you are in sync at the full 3008/512 with no errors on the line.
If you have any issues in the future please feel free to give our support team a call or visit us in our forums on this site. Your line readings are below for your reference.
DN STREAM SPEED The line is running at the maximum bit rate of 3008 kbps.
UP STREAM SPEED The line is running at the maximum bit rate of 512 kbps.
DN STREAM S/N The line noise margin is 7.0dB, which is above the target noise margin of 6.0dB.
UP STREAM S/N The line noise margin is 19.0dB, which is above the target noise margin of 6.0dB.
DN STREAM POWER The line power is 13.0dBm, which is below the maximum of 20.0dBm.
UP STREAM POWER The line power is 5.0dBm, which is below the maximum of 13.0dBm.
DN STREAM LINE CAPACITY The line is running at 71.0% of relative capacity on downstream transmission path.
UP STREAM LINE CAPACITY The line is running at 54.0% of relative capacity on upstream transmission path.
--
George
General Manager
DSL Extreme
Will work for reviews. | |
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| jerkyspace
join:2008-07-03
Alameda, CA
·DSL EXTREME
| Re: AT&T Removed Bridge Tap Still not contacting me directly but I could not let that response pass:
Yes...the telco did fix a problem they had created in the long ago past (a bridge tap that appears to go nowhere). And I am thankful to them for finally getting me back working. The time it took to fix and hurdles involved are unacceptable. There are still many unanswered questions and a huge lack of apologies from DSLX. Not to mention a complete void of anyone saying I will be credited for the time period I was unable to use my connection. They always leave you that fight and play like the tech department and billing have nothing to do with each other. The more they break up their departments...the less responsible they have to be to the customer. Yet another chance to close this matter with some honor....missed again.
But, the "scheduling conflict" was created by DSLX in one part because they did not pass on the information for my building management to the telco that I very specifically gave them with the explanation of where I lived and what might be involved. When the Telco "wire" tech showed up (very nice and experienced guy) he had no way to access the main telco panel for my building because that call never happened. Also the "data" tech from the telco never showed at the appointment time (that's not a conflict...that's blatantly unprofessional). We spent two hours trying to get access to the main panel and checked what other parts of my space we did have access to...and then sat around waiting for the data guy.
I spent almost an hour on the phone...mostly on hold with DSLX in attempts to find the missing "data" tech. More rudeness and no apologies/no answers from DSLX...In the end he did not show for 2+ hours beyond the scheduled time and never called me nor had DSLX/telco call to let us know what was up. Even the "wire" telco tech had trouble tracking down any information.
In the meantime the "wire" tech cleaned up the bridge tap mess...no idea when that was installed or why. It was a good thing it was in my space...otherwise we would have been forced to reschedule if we needed access to the main telco panel. Either way it certainly was not my modem nor wiring from the computer to the wall. This one is on the telco (surprise) and it wasn't part of my original installation as far as I remember.
I find it strange that I did not hear any response from the GM until they could say "we" fixed your problem and try to end this bad publicity nightmare. I feel like I got dropped as I posted more very true horror stories about the process.
I also found out from the telco that my line is at around 48% capacity. The 70%+ reading you have is incorrect and speaks again to lack of precise tools to check these things (just the reason why the first 3-6mb failed). I made them double check this...they had 70% before the bridge tap removal and 48% after. Maybe you ran tests on my line again when I was doing tests as well. I have been pushing my line all weekend to make sure it is fine. Maybe you need to check with the telco as to why there are two very different readings.
I called DSLX back that day and got a tech supervisor. I let him know that this looks to have fixed things and that it looks like I can get something in the 3mb-6mb range after all. This is the same reading I knew from Sonic days into DSLX being unable to get working as part of their promise when I signed up with them. No apologies aside with posts here instead of contacting me...why isn't anyone looking into making this happen? Your tech told me to wait a few weeks...what for? I have been waiting for more bandwidth since I made the mistake of switching over to DSLX. And I suppose I will have to pick up the phone and start a whole new fight to get any credits on my account for the downtime or information about my unused line capacity?
I suggest more people post their stories. Companies should not be allowed to act like this anymore. They won't be able to if we post what they do for all to see. | |
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| jerkyspace
join:2008-07-03
Alameda, CA | ...over a week and still nothing to say? How can a company not respond after all this? Or am I cut off for telling it like it is to others? Shame on you DSLX! | |
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Lanik
Lab-nik
Premium,ExMod 2002-03
join:2001-06-25
Bay Area
·DSL EXTREME
| Re: AT&T Removed Bridge Tap The way I see it you're ranting and not looking for help. Either to get a response out of someone or whatever your agenda may be. Its also known as trolling and I wouldn't expect dslx_gm  to reply to something like that.
--
"If it ain't broke don't fix it." | |
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jadinolf
I love you Fred
Premium
join:2005-07-09
Ojai, CA
·DSL EXTREME
| I have had such good luck My experience with DSLX has been wonderful but I also had good luck with pacbell/dsl/AT&T but I can't believe I am blessed.I have had no problems so why do so many have problems? Makes no sense. 
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This post printed on 100% recycled bytes | |
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(41)
(46)
Alameda,Alameda,CA
Contract price not specified. 
about 20 days
AT&T
"It works no problem for a while"
"BUT...you are doomed if anything ever goes wrong"
"tech support is terrible...expect a week per problem to always find ATT at fault in the end!"
(topic move) DSL Extremese rasing prices lowering quilty of serv