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Review by jsat 
Posted: 9.8 years ago
member for 9.8 years, 23 visits, last login: 8.7 years ago
 Doylestown,Bucks,PA
 $99 per month (12 month contract)
| Pre Sales information:
Install Co-ordination:
Tech Support:
Value for money:
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Forget DSL. Wait for the cable modem, wait for satellite, anything. Save
yourself the ulcers and don't get DSL.
Here is a step by step review of my 3 month + nightmare, which still has
no end in sight:
OCT 17, 1999- Order residential DSL (768/384) from Earthstation Net
Access. Loop length calculated to 7500 feet.
OCT 25- Told DSL installation would be first week in Nov.
1st week in Nov- Came and went, no install, no update, no info.
Nov 15- After multiple calls to ISP, I'm told Bell Atlantic says they
can't identify my address. Please fax copy of phone bill.
Nov. 16-Dec 7- No action
Dec 8- Find out that Covad has no order for me, Earthstation Net Access
never placed it with them. All info up to now has been lies.
Dec 8- Cancel DSL order with ESN, place order with Speakeasy.
Dec 13- Order rejected
Dec 20- Order rejected second time
Dec 20- ESN, the first ISP that lied to me for 6 weeks, places my order
with Covad! Covad tells me the order must be canceled soon or it will
interfere with second order. ESN not answering phone. Covad won't let me
cancel my own order. Multiple calls and messages to CEO of ESN finally
get first order canceled.
Dec 21- Order accepted!
Dec 27- Bell Atlantic schedules loop install date on 1/4.
1/3/2000- BA tech shows up a day early, while I'm out running errands so
that I can be home for him all next day.
1/4- BA tech returns and completes loop installation. Tells me he can't
test the line because Covad has no DSL facilities at my CO. Estimates it
could be as much as 6 months until Covad can offer DSL in my area. Covad
says that's a lie, they will test the line that night. Call tomorrow.
1/5- Line didn't pass test. After multiple calls to Covad and Speakeasy,
finally find out that there is a missing DSLAM card. Tech will SEE IF
THEY HAVE A SPARE, otherwise need 1 week (possibly 2) to order one. Bell
Atlantic doesn't keep spares on hand. Call back tonight to get update if
DSLAM was available.
1/6- No update. Tech will be REMINDED to check for spare. Order being
passed to "Service Delivery Specialist". "Specialist" puts in request
for update.
1/11- No update.
1/14- No update.
1/18- After multiple calls, find out DSLAM has been installed for
undetermined amount of time. Line test fails due to excessive loop
length, 13600 ft! Speakeasy wants to confirm before downgrading speed to
386. Will call me in a few hours to confirm and set up Covad install
date. Nobody calls.
1/19- Speakeasy personnel who did not call back yesterday not available
today or tomorrow. Covad says waiting for Speakeasy to confirm
downgrade. Won't let me confirm downgrade of my own order. Speakeasy not
answering phones. After 1 hr on hold, finally get downgrade confirmed
and get a (gasp) COVAD INSTALLATION DATE of 1/26! Hallelujah!
1/20- Covad install canceled due to trouble with the line. Please call
back on 1/24 for possible update.
After 3 months of this, I've about had it. Trying to get Speakeasy,
Covad, and Bell Atlantic to coordinate is like trying to get the 3
stooges to do brain surgery. Delays are constant and can go on forever.
Messages left on answering machines or e-mailed to Speakeasy or Covad go
unanswered. Phone wait times range from 5 min to over an hour. NO STEPS
get done without the customer making repeated multiple calls to all
parties involved.
In 3 months I have not been able to get past step 2 in a 7 step process.
Speakeasy has been telling me I will be installed in a few days for 3
weeks. The cable modem is due to be deployed in my area very soon. Right
now it's a horse race, and only because I've put so much time into DSL
already. I am advising everyone I know to avoid DSL like the plague.
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