 Review by Rockafella21 
member for 3.1 years, 426 visits, last login: 1 days ago
updated 1.1 years ago
 New Castle,Lawrence,PA
 $55 per month- (12 month contract)
 about 18 days Verizon "Absolutely horrible company." "Nothing at all. Extremely terrible company." "Look elsewhere cause these people here are the worst company ever."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I have been with DSL Extreme since Oct. of 2010. Everyday has been a complete nightmare. They have lied to me numerous times when problems arise. They say that Verizon constantly wants to downgrade my speeds when the problem isn't even a instability problem. The problem turned out to be that all the routers for my circuit are congested and DSL Extreme is incapable of fixing the problem. Therefore, they wanted to always downgrade my speeds. Not Verizon but DSL Extreme. The game is now over, and I am transferring my connection to Verizon effective Thursday March 21. Yes DSL Extreme it will be the 7.1mb speed tier! The one you guys tried to tell me wasn't possible, and had to be downgraded so many times. Last time I checked bait and switch was illegal. That's how they get everyone. They tell them they are going to give them these great speeds, and after you sign up you don't get anywhere near them. Therefore, they bait you then want to switch you to a lower speed tier.This is absolutely the worst company I have ever done business with. They cannot even get the simplest of problems resolved. It should be illegal for them to even be in business. Seriously if you are thinking about switching to DSL Extreme instead of you local telco you will just have more problems. Try your local telco corporate office first. They can usually resolve the problem.
Comments:
 |  | Reviews:
 ·Verizon Online DSL
·DSL EXTREME
| Re: Just curious but... Im not sure how old the lines are here. I do know according to Verizon my loop length is right around 10k ft. Which puts be right at the limit for 7mb. The problem isn't DSL Extreme. It's really Verizon. Verizon was trying to say there was absolutely no way I would get 7mb. DSL Extreme felt differently, and got Verizon to provision it for the 7mb.
It ran great for four months straight I was getting 6.80 down and 730kb up. Which is awesome. Then, about 2 weeks ago I started having problems with the upload speeds and latency spiking. The upload speeds dropped to 300-400kb, and the latency was like triple what it normal was which was really low being on fast path. DSL Extreme got the port, and router changed. Verizon wanted to downgrade to 3mb. After the port and router change the upload was resolved, but the download became a problem. My download speeds during peak hours would drop down to 3-5mb and sometimes all the way down to 700kb.
Verizon's answer to every problem is to downgrade the customers speeds. I was cool with if they couldn't get it resolved going down to 5mb but not 3mb. I mean I am on the border line for 7mb. Why go all the way down to 3mb? It didn't make any sense, and ticked me off. DSL Extreme agreed with me on the 5mb. Luckily I didn't have to downgrade. It seams that the problem some how worked itself out because I am now getting around 6 1/2 megs / 730kb. If for some reason the issue occurs again I will submit a ticket for downgrade to 5mb. | |
| | | | | Re: Just curious but... DSLExtreme is having trouble also these days. We keep getting disconnected sometimes 3-4 times in about 5 minutes. When I tried calling Thursday night to get tech support, I was waiting for 45 minutes when a lady with a foreign accent answered and said she was with sales and couldn't help me. My check of the digital call display (love those things!) told me I DID call tech support. I tried calling back and after another 45 minute wait, finally hung up.
so if you call tech support and and someone answers "sales" consider that the person on the end of the line may be lying to you. | |
| | | | Reviews:
·Verizon Online DSL
·DSL EXTREME
| Re: Just curious but... I haven't have that happen to me. Are you sure you are pressing 1 for DSL/FIOS, then 2 for tech support, and then either 1 if you are unable to connect, or 2 for intermittent connection? Those are the buttons I press, and I haven't had any issues recently. About a week back or so it was taking a while to get someone on the line. Now I am able to get a tier one tech instantly or within minutes. If you are transferred to tier two that's when there can be a decent wait time. It is obvious there are still some problems that need to be worked out, but I am sure they will be worked out soon.
You should try using the DSL Extreme support forum here on DSLReports. George and Steve are able to get to the bottom of just about any situation. They are able to get problems resolved quicker, and with less hassle than phone support. | |
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Reviews:
·Verizon Online DSL
·DSL EXTREME
| I finally see what people are talking about. I can see now the problem that everyone else is having. The company is defiantly going down hill. They realize it to. They didn't anticipate the outsourcing of the tech support would have such a negative result. Now it is like a landslide and they see this. They are just milking the people that are ignorant to broadband. The people that know better they don't want you. Due to the fact they know they would have to provide you with what they promised. | |
| | | DSL Extreme I changed from AT&T DSL to DSL Extreme due to costs and according to DSL Extreme similar download and upload speeds. The installation was not smooth. I spent many minutes/hours dealing with a difficult and slow customer service department. Even after I had a case number there is no way I could get to the upper level tech support with out going through the main service line. Finally, after the service was set up I was not receiving the bandwidth promised. Their response was that I was using a wireless router which slows speeds down. When I disconnected my router, I was at just below 80% of the promised speeds. Doesn't everyone use a wireless router?
Needless to say I am disappointed with DSL Extreme. Their service was pour, their response to my complaints was "you signed a contract for a year." Just looking for an excuse the change to another provider. I will fight DSL Extreme on any attempt to collect penalties based upon their lack of providing me the service promised. Probably back to AT&T, more expensive but faster. | |
| |  dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | Re: DSL Extreme I'm sorry to hear you've been having such difficulty. Usually, most installs go through without a hitch - and when there is a problem, if you have an open trouble ticket that isn't resolved with Tier 1, a Tier 2 technician should be in touch with you shortly to handle more complicated issues (but please wait for the Tier 2 to call you first, as we work all escalated tickets in the order received).
Routers, in and of themselves, don't really impact your speed under normal circumstances. The main reason we ask you to bypass your router for troubleshooting purposes is to make sure no other devices, known or unknown, are using your bandwidth. If you bypass your router and your speed returns to normal, then either there's a problem with the router (perhaps malfunctioning) or another device is using up bandwidth. If you bypass your router and speeds do NOT return to normal, then it's not a problem with your router, simple as that.
It's plain that you had a poor experience here and I do apologize. If you'd care to send me your account info via PM, I'll have a Tier 2 tech review and give you a call to help troubleshoot. There's no reason you should have to have slow speeds, nor any reason why you shouldn't be able to use your router. (To send PMs on this board, you do need to register first, btw. It's free) | |
| | Reviews:
·Verizon Online DSL
·DSL EXTREME
2 edits | said by Woodson - Probably back to AT&T, more expensive but faster.
Sounds like a really good idea. I ended up having to bail after over a year with this company. You would think they would appreciate a customer that has been through all their crap and still hung in there. However, they don't care one way or another. This is why they will suffer for the simple fact they do not put the customer first. All they will do is take you through months of troubleshooting that normally takes other companies a few days to a week just to tell you they can't resolve your issue. | |
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dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | Rocky, I understand that you're frustrated regarding the congestion issue you've been dealing with, but I do feel compelled to answer a couple of points in the latest edit of your review.
First, it has been Verizon that has been recommending downgrades of speed due to your distance from the DSLAM, while we have been fighting against this. If we submit a downgrade order, Verizon doesn't fight it, they simply process it, so if it really were us that were trying to downgrade your speed, then we'd just downgrade it and that'd be the end of it. As is clearly documented in threads on this very message board, we have continued to fight to get you 7.1Mbps despite your distance factor, which is why your max speed is still the 7.1 tier this very moment. You yourself have posted screenshots showing speeds within this range.
Second, you claim that we do not care about our customers. I would have to politely disagree. You contacted one of your friends in Verizon's NOC directly and asked him to make a change to your connection to try to fix the congestion issue, but which resulted in knocking you offline entirely. You then asked us over the phone to cancel your account. At that point, that typically would have been the end of it, but you then asked us to get you back online until Verizon established service. I myself contacted Verizon on your behalf. Your friend hadn't documented his change, so the Verizon representative I talked to didn't see anything wrong with the connection (or lack thereof), and I had to specifically point out the change to undo to restore your connection. I didn't HAVE to do that, as you had already submitted a cancellation request, and the erroneous change made was off-the-record by your friend in the NOC and not by us, but I did it because we DO care about our customers - even our ex-customers, in this case.
I'm sorry we weren't able to resolve your congestion issue satisfactorily, but do wish you the best of luck with Verizon. | |
| | Reviews:
·Verizon Online DSL
·DSL EXTREME
| Re: DSL Extreme First of all I don't know what part of Verizon you guys work with. I don't even know if it really is Verizon. Every time I have asked DSLX tech support to speak to Verizon directly they would give me Verizon's number, and they would not have any record of service at my house. Second of all Verizon has not gave me one single problem about the 7.1mb speed tier. I am actually getting switched over to them on the 7.1mb speed tier. I just asked for it and I got it. Second of all if you guys were for the customer you would of told Verizon I have been with you guys for over a year and a half on the 7.1mb speed tier. You would of also told them when they tried to downgrade me due to a congestion issue that is not the way to solve the problem. Everyone that knows anything about DSL knows that. If they still want to downgrade the speed tiers, and do nothing to resolve the congestion issue you ask to speak to a manager. At least someone higher up until the problem gets resolved. You and I and everyone else in the forum as well as the person from Verizon who actually looked into the issue knows it was a congestion issue and not my speeds. You were the one that told me to get my friend to help me with the problem if I could because you couldn't get anywhere because you was scared to ask for someone higher up. I shouldn't have to ask my friend to help me. You guys should of got the problem resolved. I think restoring my connection until I get switched over to Verizon Thursday is the least you guys could do since you been robbing me for a year and a half. I have been waiting on tech support for months at a time to resolve issues other ISPS fix in a day tops. Don't start with me. This is my review and I gave my review truthfully. If you don't like it then ask DSLReports to stop allowing customers to submit reviews. It isn't like I am the only person that has had serious issues with this company. Just about everyone that is with you guys that's a member of DSLReports has submitted a bad review for you guys. DSL Extreme is terrible bottom line. If you can't get a congestion issue resolved you shouldn't be selling internet service. What do you expect me to do continue to pay for a service that isn't working correctly? Even when my speeds were downgraded the problem still persisted. Therefore, don't act like I was willing to do what it took to get the problem resolved. I just wasn't going to let you guys rob me of my speeds for an issue that didn't even pertain to my speeds. We both know that. | |
| | Reviews:
·Verizon Online DSL
·DSL EXTREME
| This wasn't you who said this?
Tried moving you to the Juniper again yesterday; still getting lockout and still don't know why. She referred to it as "Juniper router 5". I don't know if that is enough for Tim to identify it, but if he can figure out why we're hitting the lockout (or if he has someone else who can figure out such) then that'd be great.
The rep I've been working with is out of the office until Monday, I'm afraid. | |
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1 edit | Re: DSL Extreme Based upon the information in your posts and from DSLX in this thread you clearly have major problems:
1. Congestion.
2. Verizon--THE ENTITY that has the congestion causing you problems.
3. You.
You may have a fourth in the distance from the CO, but that is unclear.
With the exception of certain limited narrow, specific, and more expensive options no DSL provider other than the copper wire phone carrier, (Verizon) whose lines you are using regardless of the DSL Provider can resolve the congestion problem. Sometimes they can and sometimes they can't. But DSLX isn't the cause of and cannot with your existing connection resolve your congestion problem. Only Verizon can do that.
Finally, a secret that DSLX nor any other DSL Provider will tell you but as customer of another DSL Provider other than your Telco--Verizon, where service is on the horizon, you are a low priority in more ways than one for them to solve the technical problems that reside within their circuits. | |
| | | | Reviews:
·Verizon Online DSL
·DSL EXTREME
| Re: DSL Extreme The situation is plain and simple. You don't downgrade a persons speed tier for a congestion issue. You downgrade a customer when their connection is unstable. My connection has never been unstable on the 7.1mb speed tier. I was getting full speed almost and sometimes over 7mb all hours of the day except peak times. It was the way that DSLX said they where going to handle the problem that made me go somewhere else. If your going to sell internet service you have to be able to fix a persons problems. You can't just sit there and keep ripping a person off repeatedly. | |
| | | | | | | Re: DSL Extreme said by Rockafella21:The situation is plain and simple. You don't downgrade a persons speed tier for a congestion issue. You downgrade a customer when their connection is unstable.
First off regardless of the reason I'm sorry you have had to deal with such a negative situation and hope that no matter what you end up with a good connection and at a good price.
Regarding your statement above as well as others the problems you've had seem to clearly be with Verizon's network--something that no DSL provider other than Verizon can really truly effectively deal with.
Regarding your specific complaint above DSL support person Nick clearly addresses the issue:
quote:
First, it has been Verizon that has been recommending downgrades of speed due, to your distance from the DSLAM, while we have been fighting against this. If we submit a downgrade order, Verizon doesn't fight it, they simply process it, so if it really were us that were trying to downgrade your speed, then we'd just downgrade it and that'd be the end of it. As is clearly documented in threads on this very message board, we have continued to fight to get you 7.1Mbps despite your distance factor, which is why your max speed is still the 7.1 tier this very moment. You yourself have posted screenshots showing speeds within this range.
Anyway good luck on a permanently positive experience for the future. | |
| | | | | | Reviews:
·Verizon Online DSL
·DSL EXTREME
| Re: DSL Extreme Regardless of whatever happened you can't expect a person to stay with a company that can offer no type of resolution. It isn't like they were going to offer me half off for a half broken connection or anything. You can't expect a person to stick around when you tell them flat out you will have to accept the fact that your internet connection isn't going to work right. There is something they could have done. If the layer 2 tech support agent wasn't producing results sometimes you got to go to someone higher. There was a router that wasn't congested why Nick didn't speak to someone higher up like a supervisor to get moved there is beyond my knowledge. Also, switching to a different DSLAM would of defiantly had different routers for my connection to go through. | |
| | | | | | | dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | Re: DSL Extreme Er. We DID try moving you to the uncongested Juniper. Twice, even. Each time we did that, we got a lockout error that prevented you from going online, hence why we moved you back to your previous Redback. It wasn't a matter of needing permission to move you to the Juniper, it was a matter of figuring out WHY that lockout was occurring. No one, at DSLX nor at Verizon, knew why that lockout was occurring, hence why I said that if Tim could figure out why that was occurring, that would be great. Blindly moving you back onto the Juniper a third time without figuring out what's causing the lockout didn't make any sense, which is why I was mildly surprised when Tim did just that and left you in that state.
(As I did already tell you, I did look into different DSLAMS; the other DSLAMS for the area connected to the same routers.)
At any rate, I do hope they are able to figure out why that lockout was occurring and get it resolved for you. | |
| | | | | | | | Reviews:
·Verizon Online DSL
·DSL EXTREME
| Re: DSL Extreme Just like how when you guys moved me to the Juniper multiple times thinking you could get it to work. He more than likely thought the same thing. Simple as that. Bottom line is I shouldn't have to reach out to a friend to try to resolve the problem. That is why I was paying you guys, and you guys were paying whoever you are paying. What it comes down to is you can't leave a customer without a resolution to a problem for almost a month. If we add up all the months I had problems since I started I spent more time waiting for issues to get resolved then when they worked correctly. That's not right. If I had the problems with Telcos like you guys say you have I would stop selling their services and just sell my own service. Why let some other companies incompetence ruin a reputation you work hard for? For what? A few dollars a month per customer. I can't see the logic behind that. | |
| | | | | | | | | | Happy Verizon customer!!! Whooo hoooo!!!! | |
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