Review by Eze9 
Posted: 9.7 years ago
member for 9.7 years, 12 visits, last login: 9.6 years ago
 Gambrills,Anne Arundel,MD
 $50 per month
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Install Co-ordination:
Tech Support:
(ratings below consensus)
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I initially ordered self-installed DSL from Bell Atlantic on Jan 4, 2000. I received an incomplete installation kit and had to go to Westell to get the missing component. I then received a letter saying my service would be active Jan 13, it wasn't. My modem would not sync with the central switch. After several calls to the inept technicians at BA, my voice communications went out too. When I reported that, they came out to fix it and my modem began synching. This was just over 2 weeks from the time my service was 'started'.
Next problem: Error 629. Once my modem began synching, I tried to register, but I couldn't connect to their registration server. A few more calls to BA and no dice. Every call required a 72 window for them to respond to, so things got drawn out quickly. Last week, I spoke with a tech for nearly 2 hours going over every possible thing in my PC. I unloaded and reloaded software. I checked and re-checked all settings. I even changed NICs while on the phone, but nothing worked. I was told a trouble ticket would be issued and to call back in 3 days. When I called back 3 days later, the tech I talked to this time said there was no ticket issued. Great! So, once again, I went through the same procedures I had done many times before with the other techs. I've done this procedure so many times now, I can give the techs the answers to their questions before they can ask them.
So, after this tech entered a ticket (I got the ticket number this time), I went into my 72 hour holding pattern. At the end of the waiting period, I called. The tech I spoke to attempted to play it off as 'just a minute, I'll check on your account'. He ended up calling another technician (while I sat on hold) and having him run the tests that were supposed to have been done already. After which, they determined that there was a problem at the local switch and would have to send a tech out there to check the wiring, which was supposedly done several weeks ago in response to the sync problem I was having before. So that leads me to believe either the tech that went out was as inept as Tier 1 support, or they never sent anyone out. Of course, they can't send a tech out on the weekend, so I have to wait another 3 business days.
So, after nearly 12 hours on hold, and God knows how many hours running the same tests over and over, still no DSL service. Bell Atlantic needs to seriously restructure their support because this is unacceptable service. Of course, there is no other provider in our area because BA has a death grip on the lines, so I really don't have a choice. It must be good to be the king. If they ever had any competition, BA would be bankrupt in a heartbeat. This service was obviously not thoroughly tested before implementation and the end-users are being used as guinea pigs for them, resulting in a hit-or-miss service. I guess I missed.
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