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Review by djprice 
UPDATED: 105 days ago
member for 7.7 years, 5 visits, last login: 22 days ago
 Atlanta,Dekalb,GA
 $49 per month
 about 1 days
 "Small ISP"
 "Poor Tech Support"
 "OK until there is a problem"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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I have been with Atlantic Nexus since Speedfactory left us disconnected without notice - so it's been over a year. I have read a lot of reviews about their outstanding tech support so I felt the need to post my story, which is different.
Since I have had them, I have had 3 outages for more than a day that I had to call tech support for. All 3 were blamed on AT&T/Bellsouth. The best being down for about a day, the worst for 4 days (there have also been numerious sporatic short outages). My experience with their tech support is you call them, nobody answers so you must leave a message. It then takes hours for them to return the call. My last 4 day outage, they would get a repair time from AT&T when the problem would be resolved - they would not even talk to me until that time came and went, they would not check on a status - nothing. For the last outage, the repair time came and went 5 times - it was constantly pushed back. Yes, this was probably an AT&T problem but they would never check on the status and let me know, I would always have to call them. After 4 days, their tech support was still asking me "have your powered down your router?". Long outages like these in this day and age is unexcusable - it is poor planning, poor support and poor customer service. Then to add insult to injury, they credited my account six measly dollars to make up for my 4 days of lost revenue. The resolution, after 4 days of downtime, ended with AT&T doing a simple port reset.
It is somewhat painful to change ISP's but I would recommend a good look elsewhere to see if there is someone with better tech support.
Followup comments:  timbob
Premium
join:2005-10-06
Powder Springs, GA
1 edit | Tech Support At Atlantic Nexus, we pride ourselves on our high quality tech support. We must admit that there are times when circumstances are beyond our control such as when there is a local hardware failure on the telco equipment close to the end-user (cable cut, ONU failure, etc). We make our best effort to maintain open communication and report information from the phone company as it is made available to us. Our standard procedure is to report the estimated time of service restoral. If service is not restored at that time, we do recommend power cycling your modem and router as this will often resync the modem and allow the customer to log back into the service. If this does not resolve the issue at the estimated time of service restoral, we recommend customers call us back to notify us of the ongoing issue so we can get an updated status on the issue from the telco.
Our customer support is among the best in the industry. We often spend extended periods of time on individual customer issues in an attempt to resolve every issue. Our techs are rated on the number of issues they resolve, not the number of tickets they close. Based on this approach, if all technicians are assisting other customers, callers have the option of leaving a message rather than waiting on hold. We call every customer back in the order their message is received. Optionally, customers may contact us on our website or via email if their internet service is active.
We are happy to provide service credits for down time on a prorated basis. If the service charges are $30/month, the credit would come out to around $1.00 per day. We believe this to be a fair business practice that many other service providers do not honor.
Atlantic Nexus | |
| Ataru
join:2008-04-13
Smyrna, GA
 ·Atlantic Nexus
| Not really fair to blame them for BellSouth's failings Yes, I have also had some outages that were eventually due to the suck of BellSouth, but you should place the blame for those appropriately. The callback feature of tech support actually beats the living daylights out of sitting on hold for 30 minutes during peak times - I'm sure you could get a prompt response if they outsourced to a call center in India, but really, would you WANT that? I'm just not sure you're going to improve your situation by switching to someone else. | |
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