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Review by (hidden by request)
(review was emailed from domain mac.com)
lodged 1.7 years ago
 Thousand Oaks,Ventura,CA
 $37 per month- (month by month)
 Verizon "constant intermittent connectivity" "\"
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DSL Extreme CA 91360
Just cursed out DSL Extreme.... I called today to discuss my constant intermittent connectivity. This idiot in "Tech Support" tried to tell me that for the last two years I have only had "email access" at $37 dollars a month! These people have tried my patients enough. Horrible service!! Last time Verizon and them went back and forth blaming each other for the poor service! They get a negative 10 on my 1 through 10 grade system! Need to switch. Suggestion!
David M. Gomez
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Review by extremely 
member for 1.7 years, 0 visits, last login: 1.7 years ago
updated 1.7 years ago
- Berkeley,Alameda,CA
- $45 per month
- (12 month contract)
 about 23 days- AT&T
 "Great ISP with Great Pricing"- "Sub-Par Customer Service Support"
- "Great bang for the buck as long as it works"
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I've signed up several friends and family with this service and they've been happy. When I tried to switch over, I just kept running into customer service issues. 23 days and no support.
Comments:
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Review by wmweirich
member for 1.7 years, 2 visits, last login: 1.7 years ago
updated 1.7 years ago
- Santa Maria,Santa Barbara,CA
- Contract price not specified.
- "Worst Of The Worst - Dishonest Vendor (( STAY AWAY )))"
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DSLExtreme replaced my Verizon DSL at 3.0/768 - however DSLExtreme NEVER DID ACHIEVE ANYTHING OVER 1.0/MB256kbs WHEN they could get it to connect at any speed. Their fallacious "Sales Prequalification" speeds are not valid.. On the multiple occasions I called for tech support, thus creating a service ticket. EACH TIME a ticket was made, the connection was completely dropped for days. After multiple days, multiple calls, and probably over 30 hours on the phone, - I terminated their "service". I worked with them for 3 months; they never resolved their problems. I was naive thinking they would match the old Verizon service level, even though they are using the same lines. It was old "bait and switch".
DSLExtreme technical service is horrible; based in the Philippines. The Technicians only can read from a script & do not interact with you in a normal troubleshooting mode.. This occurred each time. Whenever you call in they do not have ANY of your customer information (phone, name, contact phone) on file and you must re-validate all of that info - further wasting your time. In the end, they threatened to charge me a Early Termination Fee ($250.00). I even got billed for it. When I threatened small claims court, they relented and backed down. The business department waived the fee - HOWEVER, a month later I STILL GOT BILLED FOR IT. Not surprised. I went with Comcast Cable Internet, for a little more money - faster service and no tech nor billing problems. DO NOT USE DSLExtreme. Bad Tech Support, Bad Business Practices. Bad Performance. Bad Presales Qualification. Bad Customer Service Follow-up. DISHONEST VENDOR.
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Review by walt0942
(review was emailed from domain pacbell.net)
lodged 1.7 years ago
- San Francisco,San Francisco,CA
- $19 per month
- (12 month contract)
- AT&T
- "nothing"
- "horrible product, service, customer support"
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I was never able to get the DSLExtreme product to work! I spent over $200
on local technical support (two different technicians on two different
occasions) and neither was able to make the service work. So I sent the
modem back. I paid for the original modem plus the first two months of
service plus the shipping to return the modem. Now DSLExtreme is hounding
me to pay for ten more months of "service". Like that's going to happen.
Stay as far away from this company as you can.....try any other alternatives
that you can find...these people are a bunch of crooks! Be very cautious in
doing business with them!
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Review by tom212
member for 1.7 years, 5 visits, last login: 1.7 years ago
lodged 1.7 years ago
- San Antonio,Bexar,TX
- Contract price not specified.
- "Price"
- "Service, cancellation process"
- "few dollar saving won't worth it"
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I have a month-to-month service with DSLextreme for about a year. Since I want cancel my phone service with att, I will have to cancel dsl service with DSLextreme also because the dsl service won't work without a phone line. So, I submitted a cancellation order online. I got a confirmation email a few minute later. However, It has been 2 weeks and I have not received the email confirming my actual cancellation date. Does it really take them that long to set up a cancellation date? (I want to know the date so I could plan ahead and sign up for new service). I know about the 30 days notice, but clearly they don't need more than 2 weeks just to set up an actual cancellation date. Their customer service is poor also. It seems they don't communication with each other. I spoke with the billing department and they said that it take 30 days just process my cancellation and that I should receive an email 1 day prior to actual cancellation date for confirmation. Really? This seems like they are too busy with all the cancellation orders that are coming in.
I had att dsl service before and all it need is a phone call and your service can be canceled right away.
dslextreme use att network, so if anything went wrong with the network, don't call dslextreme because they won't have a clue. So, If you want to switch your ISP just to save a few dollars, It would not worth.
If you want to try it out, don't because you would be stuck with the 30 days term.
Comments:
 | | PROOF read your comments. Oh gosh,
I do my best at making sense when i post in the forums but some people just dont care. They should not post. | |
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Review by skc1277
member for 12.2 years, 2153 visits, last login: a few hours ago
updated 1.8 years ago
- Bartlesville,Washington,OK
- $22 per month
- (12 month contract)
- about 6 days
- AT&T
- "Price"
- "Service dropped within first 24 hrs - cud not be successfully restored"
- "Service was poor, technical support was even worse, stay with the ILEC"
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Had AT&T DSL (768/128) for a little over a year and finally qualified for 1.5/384 but, AT&T said that it would be $33/month. Checked into DSLX and they could offer the same service (thru AT&T) for $19.95. Switched the service to DSLX and from order to live was 6 days. Service was activated on Saturday night and worked great thru the next morning (many speed tests from multiple sources indicated speeds around 1.3 Mbps x 300+ Kbps). By the next afternoon, the service was down. Called tech support and the issue was raised to Tier 2 and promised a call back. Within a few minutes of that call, the service was backup but the modem only indicated it was sync'd at 224 Kbps down and 384 Kbps up. Many calls and chats later by Tuesday, no change and no progress on the horizon - the decision to switch back to AT&T was made and they will now only charge $14.95/month for 1-year because the switch-back is essentially a new order to them! Now will have to fight to get a refund and waiver from the ETF.
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Review by chalk1
member for 5.2 years, 10 visits, last login: 1.8 years ago
lodged 1.8 years ago
- Pasadena,Los Angeles,CA
- $50 per month
- (12 month contract)
- Verizon
- "Connection availability"
- "Connection speed"
- "Can be difficult having separate parties for telco and ISP provider"
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I'm paying $50 for a higher tier service - 5Mbps. However, my connection speeds are frequently in the 1Mbps range. This is lower than the $25 3Mbps package. I've tried calling tech support which can be very frustrating. I've even talked to their second tier help. Things improve after calling. I can reach 4.5Mbps. That's great. However, 4 days later things are back the way they were. Consistent slow speeds for what I am paying for. Frustrating.
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Review by NewportTom
member for 2 years, 4 visits, last login: 1.8 years ago
updated 1.8 years ago
- Newport Beach,Orange,CA
- $38 per month
- (12 month contract)
- about 100 days
- AT&T
- "Nothing at all is good with DSLeXtreme"
- "Danger Will Robinson Danger - DSLeXtreme is run much like an ongoing criminal enterprise."
- "DSLextreme is a rip-off STAY AWAY"
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I have been a DSLeXtreme customer for over 8 years, but...
About three years ago I got a new Sony TV that streams Netflix and Amazon video, so I double my DSL speed form 3000Kb/S up to 6000Kb/S because the TV would open up with a smaller screen with out the higher speeds. It worked okay for a month, it seemed, but it was intermittent sometimes so I did some reading on-line and found a DSL speed test at speakeasy's website and run some test. DSLeXtreme's service only ran up to 2700Kb/S, not 6000Kb/S as offered. I called for over eight months asking for them to fix the problem. Finally an ATT guy showed up (AT&T gave great support) and checked the inside and outside lines and no issue was found with them. He then called the Line Maintenance guys and was told that AT&T never received the order from DSLeXtreme to remove the limiting filters (use to protect their equipment) so I was never going to reach the speeds I have been paying for all this time.
After months of messing around with customer service I finally got them to refund some money. The delta between 3000K and 6000K was about 14 dollars a month, they would only refund me 7 dollars per month and that was in form of a credit. A rip-off for sure.
Jump ahead a little in time and the speed tests ran at about 4000 to almost 4750 so I thought that I am going to have to accept the marginal gain over 3000Kb/S.
Now we jump to December of 2010 when the speed issue came back. It has been doing this off and on stuff for 5 months and it started up again. I put in a ticket the end of April when the 52 inch Sony would only display an 15 inch streaming video image. I ran a new set of speed tests and DSLeXtreme was running at .0027Kb/S, my first dial-up modem in 1993 ran faster.
It has now been many weeks and I cannot get anyone to fix this issue after over 20 to 30 hours on the phone.
Now lets take customer support. I have called them over 75 times with regards to this issue and I have requested that a service ticket be opened to address the failure. I did find a page on their site that displays the support tickets and I noticed that every ticket that was opened had been closed and each time the service was still not working.
I have spoken to: Steve, Jeff, Jason, Tim, Jud, Jeffery, Francis (who tried kind of, for two and a half hours), some guy named Una in the P.I., Angelo, Steve, Mary, Neil, (2.5 hours), Richard, Jay (left a stupid message about the filter), James, Michelle, Adam, Leno (2 hours and said he would call back and did not do so), and Uvn who said he could not add to a ticket and he said Maria would call me tonight from P.I. Three hours later no call. These are just the names I took down since the 15th of April when I realized an attorney might be needed and I better keep a log.
Keep in mind that I was able to get to talk to six tier two guys and none of them resolved the issue. Sad thing is in March the service work well enough for two weeks to fool me into thinking they got it working and I can now resume the annual contract. WHAT A MISTAKE I MADE WITH THAT MOVE DO NOT GET A CONTRACT WITH THESE FOLKS.
Lets talk about their website support. There is a portal for a chat but that has never work for me and I have sent DSLeXtreme at least 20 plus website based emails and 10 strait from my email account to Tech Support, Customer Service, Billing, and it seemed that when a new request was sent it opened a new ticket and closed the one before it -WTeff?
At least 8 times I was promised a call back but only once did I get a call back and that was during the day when I was at work and they left a message saying it was the telephone filter are causing the issue. 3 or 4 level two tech support guys have gone through the troubleshooting process and step five, I think, is to pull all of the DSL Phone filters, that message as wrong as the phone filter is not the issue, this dude thta called sure could have read that somewhere, no?
Finally AT&T home wire guy came out here to check the house lines and he called a co-worker in the digital side who checked the loop length and he said that the distance is too great without a digital terminal interface to run correctly at 6000Kb/S, he said maybe 3000Kb/S.
Let me say this about DSLeXtreme, in the past, they gave awesome support, but that was before they were bought out by a Salt Lake City company, before they outsourced their customer service to the Philippines, before stiff competition from other internet providers. Now these people have lost their way and are unable to support their customer base. I expect that their mission statement is now "When in doubt, lie and close the ticket".
After countless emails, and over 50 phone calls I am still not getting better than 1800Kb/S intermittently, and that is a rip-off.
Summary: Do not get service from these people, even if it is free, stay away, go anywhere else, please.
I was on the phone with AMEX asking to do a chargeback on DSLeXtreme when DSLeXtreme called me. The AMEX support guy on the cellphone listened into my call on the landline for 20 minutes and when it was over he self approved a clawback of about $125 and having heard them firsthand respond to me so poorly, he put in a request for chargebacks to last November (I sure do wish that AMEX ran my DSL, they are awesome at customer service). He said he would pullback more but there were no charges, I told him that was because I was on a credit back from them, a double rip-off by them.
Now it looks like I have to call an attorney and maybe there is a class-action attorney looking to make things right, I am sure if DSLeXtreme is "doing it" to me they are "doing it" to others too.
If DSLeXtreme refunds me and fixes the DSL service I will update this post.
Anyone want to take odds on that happening?
07/29/11 Update
AT&T finally was called and fixed the issue but DSLX is blaming me for the wire issue. One thing wrong with that is only DSLX can call out AT&T and for three years they would not do that in violation of their own contract. If you are an attorney or know a good class-action attorney, please let me know because it looks like its time for a class action. Thoughts?
Comments:
 dslx_gmPremium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15 | I would like to review your account... Hi NewportTom -
I am sorry to hear that you are having issues with your line. Based on what you stated it sounds as though the problem is on the physical line itself between the phone companies central office and your location/DSL modem. In order to work well DSL service has to be running on a clean line include both the wiring outside the location as well as inside the location. Have we setup a dispatch of the phone company to come out to your location to test the line? If not that would be the next step in determining where the issue is and if your line will stably support the package that you are on.
I would be happy to have one of our senior technicians give you a call to assist with coordinating that. Please feel free to send me a PM with your DSL Extreme account information. I would be happy to take a look and see how we can assist in getting your issue corrected.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  | |
| | | | Re: I would like to review your account... My DSL line was up, 1 1/2 days after the activation date. DSL Extreme has the dumbest tech support department for an ISP company. Tech Support techician are not well trained. Speaks broken english and they only know how to say: "Restart your router and your computer." God Damn It, I don't have a router. I have a modem. How many times do i need to restart my modem and computer.
After spending over 190 of my cell phone minutes, I was able to resolve the issue by myself by changing the "Connection Type" on my modem from PPPoe to Direct IP. Confirmed with DSL Extreme technician over 6 times, do I need to configure my modem. Not one, but 4 Dumb Bitches told me it is self configure.
Some of the Troubleshoot Ticket #4453453, 4452013 | |
| | | | | Re: I would like to review your account... I would like to add a little bit of my experiences with dsl extreme. I agree 100% DO NOT EVER SIGN UP WITH DSL EXTREME. I had to laugh about the "power cycle" comment for the fact that it is true. All the techs can do is tell you to "power cycle" your modem. I can not believe how this compnay obviously does not train their "tech support" (which I use that phrase lightly when referring to this company). I was without service for two weeks which has caused me to loose income since I work as a tech support/customer service rep. out of my home office. Every day from 4/15-4/27 I was told "Tomorrow you will have service." Since they "resolved" their issues they have switched to a pppoe connection and I have to re-establish a connection every time I turn my computer off/on which (what a shock) the moron tech support people state there is nothing that can be done to resolve that situation. Also, since the "reactivation" the billing department is trying to say my contract won't expire until April of next year rather than July of this year as is the real expiration date as well as not being able to access my work site since the "reactivation". Once again, tech support told me their only obligation is to porvide internet access and it's not their problem if I can no longer access certain sites. I am looking into my legal rights as to what I can do regarding the lost wages due to this company. Anybody else loose income due to DSL extreme? | |
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| Reviews:
 ·DSL EXTREME
 ·DSLExtreme Hosting
| George,
For three year now I have been having issues with DSL-Extreme.
I have suggested all along that they have AT&T check the wiring.
Several times AT&T has claimed they fixed a wire issue somewhere down the line and each time they failed to address the real fault. Finally after weeks, months and years they came out and listened to me and ran an inside line check and found what I have been stating for almost three years, they said "You seem to have an unbalanced pair.
The guy then ran a new pair of wires outside, from the house wall plate to the the box in back and now the service to the AT&T server is 6000Kb/S, but through DSL-Extreme's server is runs just at 5000Kb/S.
The jitter went from 20% down to 1%.
George now the question is the refund for all the money I have spent for three years of DSL Extreme service without the stated speed and piss poor DSL service. Seems to me I paid over $1,300.00 for slow to no DSL.
So please help me resolve this issue. I have been a DSL Extreme customer for a very long time.
Post your email address or a phone number and I will work with you outside of this platform.
NewportTom | |
| | Reviews:
·DSL EXTREME
·DSLExtreme Hosting
| George,
Your co-workers at DSLX are not very bright.
I keep asking for compensation because DSLX would not call AT&T for support.
DSLX says they won't refund anything because it was an inside wire issue but only DSLX can contact the AT&T Data Line Maintenance folks and for three years would not honor my request to do so.
If you are truly a manager at DSLX then please fix this mess before attorneys are called into this mess.
jtl | |
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| |  1984 deregulation!
If I remember right, due to the breakup of "Ma Bell" by the Reagan administration in 1984. If the trouble is pass your main phone box of the house, your ISP or phone company is not responsible to fix it. Its not their property, its yours. Of course if you are renting, your landlord is responsible to give you 1 working jack with/for dialtone only. anything pass that, it falls on the tenant. Did you get charged for the AT&T tech visit? If you did, the tech did what he or she was supposed to do. If you didn't get charged, well I would consider it even. How long did it take to fix? Normal AT&T rates are $60 first half hour, $35 each additional.
Think about it this way, you bought a brand new car back in 2008. Slowly but surely for the pass 3 years your car performance has degraded to the point that it doesn't run anymore. You take it to the dealership and demand an explanation and a fix. Dealer comes back with the find, oil was never changed, spark plugs have never been changed, air filter has never been changed, tires have never been rotated nor replaced, in other words. The dealership is not responsible to maintain that car after you bought it nor its the bank that financed it, why? its your property you are responsible for the maintenance.
Yes they are different, one is a service and the other is a good. But the concept is that it all falls on you. By law. | |
| | Reviews:
·DSL EXTREME
·DSLExtreme Hosting
| Re: 1984 deregulation! You are so full of it that your eye must be brown.
If I bought a lemon vehicle there are laws forcing the dealer to take it back, your analogy is just plan wrong.
I attempted to get the wiring tested but AT&T Data Line Maintenance will not respond to a resellers customer request. READ THIS CAREFULLY, AT&T only responds to their customers requests and their customer is DSLX. I was unable to get anyone out here to test the DSL speeds, only DSLX could and it took them 3 Efffing year to do so.
So crawl back under the rock you came out from, and stay out of subjects you don't understand.
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| | I had DSLextreme You know what, I agree with the customer. This George Guy never helped me neither, charge my butt for a FREE modem, has there advertisements on KFI with Leo La porte praising them, then says to his twit team the del line is experiencing issues want the videos? DSLextreme has issues, ATT has there own set of problems. Then you got this guy from Comcastic chiming in with his BS about a deregulation. George goes a bunch of Butt kissers in this forum so be aware. Dslextreme more then sucks! I would stay clear! | |
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Review by BartmanLA
member for 11.4 years, 135 visits, last login: 62 days ago
updated 1.8 years ago
- Los Angeles,Los Angeles,CA
- $59 per month
- (12 month contract)
- about 8 days
- AT&T
- "Great connection, no drops, speeds are as advertised"
- "none so far, well one..."
- "Best change I have made for DSL ever!"
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I started with Pacbell originally when they first offered their $49 ADSL package in my are, got set up, static IP and was happy, upgraded to 5 IP package to accomodate multiple users. 2 years with few problems, decided to downgrade to single IP, but was not allowed to keep static IP. Got angry, dumped them when ATT rode into town with local/long distance phone and DSL package cheaper than Pacbell. Switched to them only to get dumped when they abandoned the DSL service 10 months later, force to go back to SBC. Suffered constant disconnections, couldn't download anything and FTP'ing was impossible. Read reviews on DSL Reports and found DSL Extreme, I'm so happy with the change I can't express it. Had glitch in setup, the modem they shipped was bad, they replaced it overnight, was able to get service running in 5 min. I highly recommend them to anyone in their local service area. They dropped the $49 locked in rate after I signed up, called them to ask if I was eligle for the $36.95 rate, but found out it would go up to the month to month rate after the year sub, $13 is worth it if this is what kind of service I am going to get is!
2 Month Update
How can I express this... I LOVE THIS SERVICE!!! Tech support people are amazing, call backs when promised, follow ups on a ticket was 2 phone calls, 1 email and a survey to find out how they did! If only all utilities and companies would have this kind of customer support it would be heaven! Have not suffered a single minute of down time, and speeds are constant, ALWAYS! I recommend this to everyone I know of that needs or is looking for DSL. I pray this company continues on it's successful journey into becoming the highest rated, valued and praised ISP in California!
3 Month Update
After 3 months I can honestly say that I am very pleased with the quality of the service. The speeds are constant, the line quality is amazingly rock solid, and I haven't had a single minute of down time. I did run into a issue with email, I do a newsletter for a social club I belong to, and email out a "link" to the current month's edition to all members every month, but with nearly 200 members I can't email all of them at once because I get blocked by the servers for spamming. Called a couple of times and got told that they are very strict on their spam protection. So what once took me about 5 min to email my members now takes me hours because I have to wait 2 hours between each distribution list of less than 50 people I email. However, that being my only issue I still highly recommend DSLx to ANYONE that is in their service area that is seeking a broadband connection, you won't be sorry. I'm not! ! !
4 month update!
Repeat 3 previous month's reviews, add in a self imposed network optimization to give me BETTER service, add in timely email notifications of network maintainence, and mix well. Result, one WHOPPING good Internet provider that many other companies should emulate. Way to go DSL Extreme, George and crew, congrats on a fantastic 2004, and here's hoping 05 is better in spite of how "other things" turned out!!!
9 month update
Okay I couldn't resist it, I bit on the 6Mbs package in December before it expired, and actually doubled my speed for a mere $10 more per month! How can I say it, I LOVE the speed, its staggering, phenomenal, hideously decadent!!!!! Upgrade was seamless, did it online, upgrade of course got delayed 1 day by SBC who instead of upping the speed, disconnected me totally. One call to DSLx tech support and was back up same day. I've referred 3 other people to DSLx and recieved 3 months free service to boot. Obviously I'm a big fan, and will continue to be as long as they continue on the same path they are. Thanks DSL Extreme, you rock!!!!!
5 YEAR UPDATE!
What can you say about a company that provides a service that is so good that you forget that they are around?? DSLx has been solid, consistent and incredibly stable for all this time, I have ZERO complaints. Surprisingly even AT&T has been somewhat cooperative in keeping the connection maintained so I could enjoy the service I'm paying for. VoIP, E-Mail, streaming video, music and general surfing are a delight because I always know it's going to work, every single time! Keep up the great work you are doing guys, I will always be a customer!
7 YEAR UPDATE.
I could just repeat the last update, because it would apply, but I do want to comment that the service is still stable, and reliable, however, I have encountered in the past year or so an issue with not getting the speed I'm paying for. Calls to tech support have resulted in dealing with overseas reps who either do not understand what my issue is due to language, or their accent is so bad I can't understand them. Sadly farming out their support services has become a negative mark against them for me. As things stand now, I enjoy the singularity of the DSL connection, the ability to have dedicated IP's for my network, and the stability of their service, I just wished it was as good in all aspects as it was when I first got it. I'm still a fan, and I don't plan on changing service anytime in the future. Hopefully the speed issue can be resolved soon enough.
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 Review by bellutta6
member for 10.7 years, 148 visits, last login: 1.4 years ago
lodged 1.8 years ago
- La Crescenta,Los Angeles,CA
- $53 per month
- (12 month contract)
- AT&T
- "Exceptionally good tech support"
- "Horribly incompetent customer service"
- "Highly recommended"
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I never had an issue with tech support. Not that I need it very often, in the past nine years (2002 to 2011) I had DSLX the line had been down for a total of maybe six hours. My electric service has been down more often than my DSL line, just to give an idea. I had minor issues at the beginning due to incorrect wiring (my fault) but since then really good solid service.
As much as the techies are good, the other side is really a mess. Never once I was able to interact with customer service that this has not caused problems. At the beginning I registered my domain name for 8 years and after a year I got my renewal notice. At some point I upgraded from 1.5mbit to 3mbit and they disconnected my service! I had to call and explain I just upgraded, not requested new service. Recently I had to renew my domain name and it has been a nightmare that lasted for weeks until Alex from DSLX helped me. Talked to customer service, web hosting, billing nobody would understand that the information and instructions wouldn't work!
I highly recommend DSLX for their reliability and tech support but be brace yourself when you call customer service.
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