Review by alhob 
UPDATED: 9.5 years ago
member for 9.6 years, 26 visits, last login: 8.1 years ago
 Indianapolis,Marion,IN
 Contract price not specified.
| Pre Sales information:
Install Co-ordination:
Tech Support:
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The following is my journal of my attempt to get Telocity DSL service in Indianapolis. My overall impression is that Telocity doesn't even know how to use their own order processing system. Of the four operators that I talked to, 2 seemed to be reasonably competent, one sort of knew what she was doing, and the other must have just been hired that day.
3/21/00
Received e-mail stating Telocity available.
---------------------------------------------
3/22/00
Called Telocity to order
5 min on hold
Talked to Phillip
Intall takes 4-6 wk
static IP
512/256
$49.95 /mo
Free CPE ($24.95 S&H)
No Long term contract
Sales person seemed like he was reading things from a list and did not appear very knowledgable.
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3/26/00
Attempted to use Telocity's online order status check. It would not accept my information. I sent e-mail to Telocity and received an automated response back. From what I've heard about Telocity, I don't expect a fast response. I will call 3/28 if there is reply to make sure that I really have an order placed.
.....Text of automated response...........
New Service Request was submitted: RQST00000028119
Details:
I placed an order for DSL with your phone operator on 3/22/00. On
3/27/00 I tried to use your online order status page and it says that my
information is incorrect and will not let me log on.
The information that I provided is:
First Name: Alan
Last Name: xxxx
Phone: 317-328-xxxx
Password: *email password that I gave the operator when I ordered*
Is my order being processed, is it lost somewhere, or is my information
entered incorrectly? I was never given an order number so I could not enter
this into your webpage.
You can simply reply to this Email, and your reply
will automatically be associated with this Service Request
---------------------------------------------
3/27/00
Received following response from Telocity. They have lost my order. Surprise!
............Text of response 3/27/00...........
Hello,
Thank you for your interest in Telocity. I am currently unable to locate your order. If you could please email me or call us with the phone number which you would like service on, we can do a more detailed search. I apologize for this inconvenience. We can be reached at orders@telocity.com or 888-SPEED-49.
Sincerely,
Telocity Customer Care
---------------------------------------------
3/29/00
called 10:40am
hold 1 min
Operator: Dan Robin
Found partial order in system with most of my info. Re-entered remainder of info and put in new order.
Ameritech/Rhythms
512/256
Promotion code: FANCZ3
Logon changed to xxxxxxxxxx
Password: xxxxxxxxx
Safeword: xxxxxxxxx
..........message sent to Telocity 4/3/00..........
Hello,
When I check my order status online, I get the message below:
There has been a problem in the processing of your order. Telocity
Interchange Customer Service will be contacting you to resolve the problem.
Follow this link for more information about the steps involved in processing
your order. »www.interchangedsl.com/faq.asp?R···_started
Or, if you have specific questions about your order, please email them to
orders@InterchangeDSL.com
Could you tell me what the problem is?
My info:
Alan xxxxxxxxx
e-mail: xxxxxxxxxxxxxxxx
xxxxxxxxxxxxxxxxxxxxxx
Indianapolis, IN 46224
317-328-xxxxxxxx
Pre-order ######
My order has already been messed up once on 3/22 and I called back on 3/29
and had to have my order re-entered. (I talked to Dan Robin) At that time, I
had him double check to make sure he had my information entered correctly.
Thanks,
Alan Hobson
BTW: I cannot get your above link:
»www.interchangedsl.com/faq.asp?R···_started
to work
-----------------------------------------------------
4/5/00 - 1:30pm
Tried to call Customer care about above message. When I hit '2' to get order status, I got a busy signal.
Tried 3 times. No luck.
-----------------------------------------------------
4/6/00 - 9:32am
Hold: 10min
Talked to rep named Phoenix. He said my order was in now in the system twice and were confused as to what information to use. He said he would straighten it out and send me an e-mail today with info about an install date.
Order # 8277
Logon changed back to xxxxx
pw etc unchanged
contact # 328-xxxx
contact email xxxxxxxxxxxxxxxxx
-----------------------------------------------------
4/6/00: 11:50pm
Message on my answering machine from Phoenix stating that my order was straightened out and that corrected order will be effective Monday 4/10. We'll see....
-------------------------
4/11/00 10:49am
It's Tuesday, I checked Telocity's online order status page. When I enter the order number that they gave me, the system does not accept it. When I use the password option, I still get the "Problem with your order" message.
I tried to call the phone status line, but option "2" just gets me a busy signal again.
-------------------------
4/12/00 8:04am
hold time:24min
Called this morning and asked them about my order status and they say the order will be cancelled because Americtech says I am too far away from my CO for DSL service. According to them, I am 24,000 ft away from my CO. DSL Reports lists my distance as between 15459(COVAD) and 18932(Northpoint) feet. At this point I'm just too disgusted with Telocity's service to care. I told them to go ahead and cancel my order.
-----update----------
4/12/00 11:40am
Recieved phone call from Telocity stating that Americtech would be out 4/13 to do the outside wiring. I told the caller that I had just talked with them this morning and they said I was too far from the CO to get DSL, he said he didn't know anything about it and that he would check on it. He called back in an hour or so and said that their computer system was down and that he couldn't find out if my order was cancelled or not.
4/14/00
Ameritech did not show to do the outside wiring.
4/19/00
Had a call from Telocity on my answering machine stating the Ameritech would be out 4/20/00 to do the outside wiring.
4/21/00
Ameritech did not show. To be fair, there was a thunderstorm for most of the morning/afternoon on 4/20 and it probably wasn't safe to string cable.
4/24/00
Telocity's order status web page still is unchanged. "There has been a problem in the processing of your order. Telocity Interchange Customer Service will be contacting you to resolve the problem." Yeah, right... At this point, I'm just curious as to how long this is going to go on. If I finally get DSL that's fine, if not... well, it's not costing me anything.
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