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Review by Mr Matt 
UPDATED: 252 days ago
member for 1.8 years, 434 visits, last login: a few hours ago
 Eustis,Lake,FL
 Contract price not specified. (12 month contract)
 "Price structure gives customer several price tiers."
 "I received several attractive offers by phone but CSR never followed up with quote in writing."
 "Embarq sales never follows up with written price quotation and TOS."
| Pre Sales information:
(ratings well below consensus)
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This review is to reflect on why I have not switched from Comcast to Embarq.
When I moved to Eustis, Florida the best deal was a Broadband package offered by Comcast through Circuit City. See my review of Comcast Broadband under Comcast reviews.
I planned to try Embarq Broadband when the Comcast's six month introductory rate changed from $19.95 per month to $42.95 per month. I contacted Embarq in mid 2007 and was advised that the only available download speeds at my address were 768K for $19.95 per month or 1.5M, for $24.95 per month. I was also advised that in order to obtain service and a free modem, I would have to sign a one year contract or pay an additional $10.00 per month and pay for the modem up front. I passed on the offer and continued to use Comcast for Broadband service.
About Six Months later I helped a friend that was using Embarq Broadband, set up a wireless network in his home. When he checked availability he was offered tiers from 768K to 5Mb and choose the 3Mb tier at $29.95 per month. I ran a speed test before I installed the router and found that the download speed was actually 3Mb as advertised. During the installation I called Embarq technical support and asked about switching the ZyXEL Modem to the bridge mode. The technician was helpful and provided correct instructions on changing to the bridge mode. So far I have heard no complaints about his broadband service.
Several weeks later I was contacted by Embarq and was advised that additional download speeds were available at my address up to 5M. At that time they offered Three Months of free service and a free modem if I signed a one year contract. Since mid 2007 I have received several solicitations from Embarq offering anything from Three Months of free service to Six Months of free service if I sign a One Year contract. I always ask the representative for a copy of the TOS and Contract before I sign same and have never receive the information that I requested.
From my friends experience Embarq provides satisfactory service and more choices for the customer. I am again considering Embarq Broadband and will update this review if I can get a written proposal from Embarq sales.
Followup comments:  
Tarheels Fan
Premium
join:2006-01-05
 ·Embarq
1 edit | There is no written contract It is only a verbal commitment that you will keep the services. The CSR's (outbound telemarketers) don't have any documentation to send you, but it is available online.
If I were the CSR, I would have directed you to this page:
»about.embarq.com/legal/agreement···0708.pdf
And here is the promotion from the website:
»www.embarq.com/Residential/Inter···Internet
Three months of service: Services not available everywhere. New Residential customers only. EMBARQ may change or cancel services or substitute similar services at its sole discretion without notice. Requires credit approval. Additional restrictions apply. Services governed by tariffs, terms of service, or terms and conditions at Website: www.embarq.com/ratesandconditions (“Website”). High-Speed Internet: $99 early termination fee applies. Performance will vary due to conditions outside of network control and no speed is guaranteed. Three Months Free: New residential customers must sign up on-line for 3.0 Mbps speed or higher to receive offer. Customer will receive a credit for the applicable monthly recurring charge on the High Speed Internet service they select on their fourth, fifth and sixth invoice for the high speed internet portion of their bill. Not available to customers for speed upgrade. Excludes taxes, fees, and surcharges. Offer ends 04/05/09. | |
| | Mr Matt
join:2008-01-29
Eustis, FL
 ·Comcast
·Embarq
| Re: There is no written contract  I appreciate the information that you provided. Unfortunately the representative I spoke to last week offered the Three Month promotion, but failed to mention that in order to receive the promotion I would have to subscribe to the 3.0Mbps tier.
The representative also indicated that I could choose a higher or lower speed tier at any time without penalty. The early termination fee you mentioned implies a contract.
One other issue is that no speed is guaranteed. I do not know the quality of the outside plant in this area. It has been reported that in some cases a Local exchange carrier in an area where there are insufficient pairs for quality for ADSL transmission to all customers, will frog pairs between the customers that are complaining most vigorously about poor service.
It is difficult to subscribe to a service with no guarantee of quality and a termination penalty if one wants to disconnect service because.
Thanks for the information. | |
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Tarheels Fan
Premium
join:2006-01-05
·Embarq
2 edits | Re: There is no written contract I don't believe many ISP's offer a speed guarantee. For a guarantee, you will have to subscribe to business class circuit, such as a DS1 or DS3.
You are not charged an ETF if your pair is having issues and you have allowed Embarq time to fix said issues. If a line cannot be repaired, then you can cancel and the rep will waive any ETF. This is common practice for Embarq. | |
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Embarq_Joey
VIP
join:2008-09-22
| Re: There is no written contract I can also offer my support to you if you sign up for DSL through Embarq. We certainly won't charge an ETF if the service isn't working. We also offer month-to-month pricing if you don't want to sign a commitment. All the information about our current pricing and promotions are available at EMBARQ.com. You can IM me if you have any questions at anytime.
Joey H.
Embarq Customer Outreach
reachout@embarq.com | |
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cameronsfx
join:2009-01-08
Pensacola, FL
·Cox HSI
 ·magicjack.com
 ·Verizon Wireless B..
·AT&T DSL Service
| Re: There is no written contract said by Embarq_Joey :I can also offer my support to you if you sign up for DSL through Embarq. We certainly won't charge an ETF if the service isn't working. We also offer month-to-month pricing if you don't want to sign a commitment. All the information about our current pricing and promotions are available at EMBARQ.com. You can IM me if you have any questions at anytime. Joey H. Embarq Customer Outreach reachout@embarq.com Wish that personal service was with Cox and AT&T. | |
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