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Review by klaviste 
member for 8.6 years, 156 visits, last login: 1.1 years ago
updated 1.2 years ago
 Garden Grove,Orange,CA
 Business customer $80 per month- (24 month contract)
 about 45 days AT&T "Price seems alright" "When problem hits. you have to go through ridiculous steps over and over for days" "Maybe good when you sign up, but when you have problem, you will want to leave."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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Review below the line is from several years ago.
I have moved my office and moved the serivce along with it. I had signed up for 6000 download, but it never got passed 3000 during my 5 years here. I'm sure it's the line condition from AT&T, which went down frequently after rain or something.., but my other AT&T line was able to get 6000 / 700 ish. Just they did not care much while I complained that it was slower than my other AT&T line.
I didn't want to spend too much time on troubleshooting and kind of forgot about that and paid overpiced service for these 5 years and they did not wish to give me any credit to my account.
I had enough.. I was paying about 80 bucks (with some static ip addresses) and wasn't worth it. It's about the time for this company to retire.
They started to answer the support calls quickly from a certain point and they were quite nicer, but nothing looks that good when I'm not getting what I signed up for.
Finally, when I cancelled the account, they wanted me to return 5+ years old modem. I think they just wanted me to suffer. Whatever now..
--------------------------------------------- very old review below..
They are quick to disable services when you have problem, but takes forever to reinstate disabled services. After all that wait for losing part of service on all of our ip addresses, I feel that their techsupport is punishing our tech guys for complaining and knowing somewhat more than they do.
If you are running servers for your clients, their service is not recommended. Yes, for browsing web, this might do, but this level of support may bankrupt your company before they act to problems you encounter.
DSL Extreme had great speed and sales, however, after couple problems in the past, this problem is outstanding over 2 weeks: They have blocked entire block of IP assigned to us because one of our Linux server tried broadcasting error email, which was sitting in the server by default. Without investigation or notification, they shut off entire service, but we were quick to respond to the issue. They opened the service after numerous phone call from us, but asked for ridiculous logs for all of our systems. To avoid hundreds of pages of fax, we proved no sign of attacks or malicious attemps, however, they are not responding.
Our email service clients and hosting clients rely on web contact email services are left without emails for two weeks.
When we had a service with Covad, their support was kind and knowledgeable as well as willing to work with us. DSL extreme support DOES not listen to our technicians it seems.
For any business use, think again.
Comments:
  dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | DSL Extreme I'm sorry you had that difficulty. You're quite correct: if your connection suffers during the rain, it's probably caused by a fault on the line (exposed wiring, etc.)... most commonly on the outside lines, although in some cases, it might be a problem with local wiring instead. Rarer, but it does happen.
We don't record the actual bandwidth used by each of our users; we basically provision the agreed-upon amount for each account, then leave it up to the user if and how you use it, without monitoring what you're doing with it. Unfortunately, in this case it means it is harder to prove that you have not been getting the full speed for the majority of your service with us, especially if you haven't completed the usual troubleshooting steps with our technical support.
We are sorry to see you go as a customer, and wish you the best in your future internet endeavors. We do request the return of the leased modem as a standard policy for all closed accounts, it's nothing personal. Should you decide to return to us at some future date, please don't hesitate to work with our tech support team if you're encountering slow speeds, as I'm sure we should be able to find and fix whatever would be causing the problem. | |
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Review by pcsupportguy
member for 1.2 years, 6 visits, last login: 1.2 years ago
updated 1.2 years ago
- Turlock,Stanislaus,CA
- Contract price not specified.
- "Low Cost; Quick Setup"
- "NO SUPPORT, NO US CONTACT PEOPLE, NO COOPERATION, NO SHAME"
- "This company has really fallen from grace! STAY AWAY! AVOID! AVOID!"
| Pre Sales information:
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Tech Support:
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(ratings well below consensus)
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I used to recommend DSLExtreme to everyone I knew in the early half of 2001. I had heard great things about their customer support team and quick response. When I needed to change DSL service in 2011, I chose DSLExtreme for the warm fuzzies they gave me back when I used to recommend them to others. A good rep goes a long way with a Network Technician, but the nostalgia for me is now long gone! The setup was quick and painless, but the rest of the ordeal was painfully unbearable. It began with low speeds 520Kbps on a 1.5Mbps plan. When it rained the service would go out every ten minutes and sometimes longer. I called, they generated a ticket. A week later I called again, they generated another ticket. Three days later I called again. They generated another ticket. A day later I called the phone company to check the lines. They came out in the morning. "All is good on our end.". I emailed DSLExteme Support, they generated yet another ticket. After a week I finally called again and would not let them off of the line until I got someone who could help. "I am so sorry sir, but you will have to be downgraded to a lower service plan. We cannot fix the problem."
"I signed up for the higher plan, because that is what suits my needs, can't you fix the issue."
"No sir, we will need to downgrade you."
"Well then I need to go with someone else, I need the connection that I signed up for."
"Fine, but you will be charged a $250.00 Early Termination Fee."
"You can't give me the advertised speed, you want me to voluntarily sign for a lower contract speed or pay the ETF."
"Downgrading is part of our troubleshooting procedure sir."
NOW IT WAS GETTING RIDICULOUS!
I had never heard of such mediocre troubleshooting procedures in all of my days. If anyone tried this in my company, they would be collecting their last check.
"Okay" I replied politely "Can you have someone in a US based office contact me please."
"Why sir?"
"Because I wish to speak to someone in the US or Corporate"
"But I need to know the reason sir."
YADA YADA YADA. We went in circles for five minutes before I finally ended the loop by saying:
"Have someone in the US call me. Have a nice day." and hung up on the guy.
THREE WEEKS WENT BY AND NOTHING.
I called again...and again....and again...and again...and so on and so forth.
FINALLY WELL OVER A MONTH AFTER MY INITIAL COMPLAINT, 10 generated issue tickets and absolutely no action taken to rectify the matter that was not my own. I CANCELLED MY SERVICE USING THE ONLINE CANCELLATION METHOD. STATING THAT I WOULD LIKE THE ETF WAIVED FOR LACK OF SERVICE. Then they came to life. A rep called me two hours after my cancellation to say "Sir I was calling to follow up on your complaints, but I see here that you are cancelling your service, so we will have to charge you the early termination fee of $250.00."
THE WORST SERVICE OF MY ENTIRE LIFE AND I CANNOT RECOMMEND THEM TO ANOTHER LIVING SOUL. You have ruined my image of your company DSLExtreme. You need to bring back the good old days if you want to keep your customer base. MAKE IT RIGHT WAIVE MY ETF FEES.
2/15/2012 UPDATE: dslx_nick took care of me. After several calls and upsetting circular conversations the matter was handled in just a few short days by this rep. I appreciated his courteous and timely response and hope that he will continue to help others stuck in the 'loop'. But to DSLExtreme I hope that you (as a company) might eventually see that good customer service on the front end might pay off a tad better than putting out fires at the back end. Special thanks also to dslreports.com...sites like this are golden in my book.
Comments:
dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | DSL Extreme "If anyone tried this in my company, they would be collecting their last check." I have to say that I concur; if your report is accurate, this was grossly mishandled and I do apologize. Would you mind IM'ing me your details so that I might investigate? | |
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1 edit | Re: DSL Extreme I would love to send you my details Nick, but are you a US based rep? Besides, I have never used the IM function on this site. Might you initiate the process? | |
| | | dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | Re: DSL Extreme Indeed, I'm in SoCal. Got your IM, thanks. | |
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Reviews:
 ·DSL EXTREME
3 edits | Tis mildly/morbidly therapeutic to know I'm not alone(still) Reading this it is like déjà vu, all over again .... 
They pulled VERY similar shenanigans with me, (and so many others I see!) and forced me to bust a Hulk and get on here (after doing my homework) finally after several weeks of absolute heck with their 'service' which sounded QUITE like the 'service' (er- screwing is more like it) that you got, regrettably, and veritably here I had to rip them a new one. I don't like when I get that way, I really don't and am actually somewhat embarrassed at how mad they made (and still make) me, but it was 100% me and I don't hold back when people try to screw me and my family over, no, I fight back. How many elderly folk that have had DSLE for years, and then have problems lately, how many know to come on here?? Or any other non-interent savvy users? Fact is, many DON'T. To HAVE to come on here to get helped for real, I mean COME ON... Shame on you DSLE! Burn your customers, and it will haunt you ... | |
| | Reviews:
·DSL EXTREME
| Re: Tis mildly/morbidly therapeutic to know I'm not alone(still) Sad to hear this. They used to be a very reputable and reliable US based ISP. I used to refer new customers to them on a regular basis solely based on my mutual appreciation for their mission. It is sad to watch a good company be brought to this by those who represent them. I am not quite sure what level of control they have over their customer service and billing departments, but I hope that they rectify the matter for their own sake. | |
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Review by phelandsl
member for 1.3 years, 2 visits, last login: 1.3 years ago
lodged 1.3 years ago
- Phelan,San Bernardino,CA
- $32 per month
- (12 month contract)
- Verizon
- "Custmer service/Tech support"
- "What customer service?"
| Pre Sales information:
Install Co-ordination:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I started DSL Extreme in the middle of 2010 with a dry loop. Everything worked great until Jan 6, 2012. I had no service. I called for 2 weeks, over 45 phone calls and at least 500 minutes on my cell phone. Finally the word that I got was that I had not ordered my DSL correctly in 2010. They stated that they did not know it was a dry loop so they did not inform Verizon in order to tag the lines. The CS rep told me flat out that I "did it incorrectly" (total bs). Verizon removed the lines for one of their customers. After finding this out, I was then told I would have to reorder service and start another contract. I wasn't happy with that but needed to get my service restored quickly. Ten days latter Verizon shows up unannounced (for the second time). Luckily I was home and they were able to install service as if I am their customer. Whoa! in fact I have become a VZ customer with a login, email and the works. Soon I will have a bill from VZ even though I ordered service from DSL Extreme. Try explaining that to their outsourced customer service. I was also notified that I would only be able to get 768k when 3 weeks ago I was getting 3Mb. This company is beyond lame. I would not, do not and will not recommend this company to anyone. I've tried many times to talk to a manager but they are always busy or in a meeting. If you need DSL look elsewhere.
Comments:
dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16
1 edit | DSL Extreme This certainly sounds like an unusual situation. I wouldn't say that you 'did it incorrectly' at all; it sounds like the representative taking the initial order may have mistakenly recorded it as a normal (non-dryloop) line while you cancelled the voice line with Verizon, and then some half a year later Verizon finally got around to physically disconnecting the phone line. If you'd care to IM me your information, I'll make sure to have a supervisor review the situation and get back to you on this.
Update: Sorry, I misread part of that; it took Verizon a full year and a half to disconnect the physical lines. Someone in your neighborhood recently requested another line with Verizon, and since their records showed your phone line as being completely disconnected, they just disconnected the lines from your house's circuit and moved them over to their new customer. I do see that a manager tried to reach you earlier and left a message; I'll have one get a hold of you now. | |
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 Review by zbestwun2001
member for 7.4 years, 1096 visits, last login: a few hours ago
updated 1.3 years ago
- Van Nuys,Los Angeles,CA
- $37 per month
- (12 month contract)
- about 2 days
- SBC
- "Realiabily, Price and bang for the buck."
- "A little long hold for support.. use DLS Reports it's faster"
- "This is the best bang for the buck. Great personalized service."
| Pre Sales information:
Install Co-ordination:
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Tech Support:
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(ratings above consensus)
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January 26, 2012
Still very happy with DSL-X, still recommend it to everyone!
----------------------------------------------------------------------
August 2010, just signed up for my 5th year!!!
George their GM is such an asset to DSLX
_______________________________
July 9, 2009
Just signed up for my 4th great year!!
__________________________________________________________
I have been with DSL Extreme going into my third year.
I have no complaints really, occasional glitches etc. but that is normal.
A great deal and much better than SBC ....I get 5 megs. consistently down and 634 up also. With that great upload speed my VOIP line works so well.
What do I have to complain about?
SBC (AT&T now) was ok when I started with them but after a while, the service started to deteriorate.
I began to be on first name basis with ASI techs they were here so much.
Then they tried to pull some shenanigans when I didn't renew my contract.
Tried and tried to talk me into signing back up.
I just couldn't put up with them any longer..
As far as DSL X:
I see no drawbacks to this ISP in anyway...They are polite, and this board is extremely helpful...
The DSL Reports forum for DLSX is extremely useful the the techs are quick to get to you.
George the GM is on the board all day long to assist.
I'd get it!!!
Steve
Comments:
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Review by Nick2k
member for 8.9 years, 125 visits, last login: 1 year ago
updated 1.3 years ago
- San Jose,Santa Clara,CA
- $32 per month
- about 6 days
- SBC
- "great staff, quick service, superb customer service, and wonderful connection (so far)..."
- "...not a damn thing (yet)!!!"
- "DSLExtreme has impressed me so far compared to my friend's SBC/YAHOO service"
| Pre Sales information:
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Smoothly ordered the 3000/416kbps 5 dynamic IPs plan on the late afternoon of July 15th. UPS delivered the kit on noon the 22nd. The line was probably live a day or 2 before then (the phone box was screwed with, even missing a screw and not even closed completely...SBC's fault...sigh..). Kit contained 5 filters, a wall plate/filter, cat5 cable, dsl phone line cable, cd, instructions printout, and and of course the westell modem. The box seemed like a return/refurb, and when i opened it the bubble wrap wasn't even covering the modem. =( But if it works, it works. Got the internet going quick and easy in less than an hour with help from a good friend in the networking business. Not using winpoet or anything, just using a WRT54G linksys router and DSL is truly always on now. Ran a couple speed tests, most recent test scored 2435/336 kbps. Fiddled with the 'tweak' stuff once with DRTCP program, jumped up ONE byte. I'm not gonna mess with again since it didnt seem to do much at all. I figure I'll wait it out for the "ramping process" to see how much better my speeds can get.............
I'll keep you all updated with my experience and satisfaction with this company and their services for the next few weeks...-nick2k
---Wednesday July 28th, 2004 @ 11:15am---
I'm now on my 6th day (at least), and my speed has not improved (if any) since.
I plan to call dslextreme and inquire whats the reason and what i can do to remedy it.
dont get me wrong, i like my speed, but since i'm paying for a 3000/416 plan, i want to be as close to the numbers as possible...-nick2k
---Thursday August 5th, 2004 @ 4:20am---
I'm now on my 14th day (2nd week) and my speed has dropped slightly. I've posted on the boards in regards to this matter, so hopefully I'll get a response soon from either the DSLExtreme staff or someone else well-knowledgable in the matter. I'm about 62 KB/s away from acquiring full 'advertised speed'. If I can get closer to the 3000 kbps rate, I may consider upgrading my account. But other than that little nuance (and another involving a non-responsive linksys router when it comes to 192.168.1.1 configuration commands), the DSLExtreme internet has been quite swell. Now I just to wait on for someone to make a reply and I'll be happier......................-nick2k
---Tuesday August 10th, 2004 @ 3:30pm---
The customer service (both phone and internet) is abfab! I've been really inquisitive about lots of things, and dslextreme has been quick to answer my questions (along with the resourceful folks in the bbr/dslextreme forum as well!). My speeds are still really good (+2450/>300) and I ordered an upgrade to the 6000/608 static package. So I'll let you know how things go with that. The only problem I have now, regarding internet, is a personal problem which has dslextreme have no control over (so I wont bother going into further detail), but the dslextreme service is rocking me like a hurricane... -nick2k
---Monday August 30th, 2004 @ 2:40pm---
First off...before anything...the Technical Support Department is great. A dude named Neil helped me out big time. Very friendly and he knew his shizzle. Get the man some real chai. Please! Anyways... My Static 6000/608 package went into effect this morning and after Neil helped me out with my IP config, I ran a SpeedTest using Speakeasy. The results I got was 4988/483. The test was ran while the server was 'busy' (2:30pm). I'm quite happy with DSLExtreme (as well as the speed I'm getting. I'm gonna run another test later on in the evening when things aren't so hectic on the net. Also thinking about looking in to see what other crap I can do to optimize my speed. I heard something about making sure the SBC guy didnt fudge up my phone box or something.......... -nick2k
---Sunday September 5th, 2004 @ 11:30am---
I heart dslextreme.com -nick2k
---Thursday November 4th, 2004 @ 2:30am---
The internet is STILL running fast & strong as ever. Not a hitch.
Soon it'll be 'Halo 2' time...to subscribe to XBOX Live or not...decisions decisions...
Thanks for the great service, DSLExtreme!!! -nick2k
---Wednesday September 21st, 2005 @ 11:30pm---
I STILL heart dslextreme.com -nick2k
---Monday July 9th, 2007 @ 1:15am---
Howard UPS'd me a shiny new modem (because the old westell was on its last legs).
he was quite helpful and quick to fix my issue. i'm still loving the dslextreme!
cheers... -nick
---Wednesday January 19th, 2012 @ 1:07pm---
Wow. I've been with DSL Extreme for about 8 years now. Crazy. Things have been great for me still. Maybe its because of where I live, but I don't really encounter any problems. And for the few problems I did have, customer service/tech support have been helpful. For example, they've replaced my modem and AC adapter when they finally gave out at no charge (I now have a D-Link modem instead of a Westell). There were a few speed issues, but it was quickly resolved as soon as possible. I'm still getting +5 megs down. I'm still waiting patiently for ADSL2+ to arrive in my area, but I don't think its ever going to happen. I really only want it for buffer-free instant HD Netflix streams. Other than that, I'm quite content. Well, that's all. Cheers... -Nick (a happy DSL Extreme customer)
Comments:
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Review by millean2
member for 1.3 years, 0 visits, last login: 1.3 years ago
updated 1.3 years ago
- Yorba Linda,Orange,CA
- Contract price not specified.
- AT&T
- "Horrible service since outsourced to the Phillipines. Don't bother!"
| Install Co-ordination:
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Tech Support:
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(ratings well below consensus)
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This the worst service I have been provided by an internet company. I started with DSL Extreme.com 10 years ago because it was a small company and actually cared about the customer.
I was disconnected by AT&T last year due to billing issue which has been resolved. The line was reconnected and now DSL is stating they are still waiting for an update. DSLextreme tech support and service is now based out of the Phillipines and it's the worst service. People read from a script and can't think outside of the box.
Everytime I call in, the ticket is updated with a new date and pushed back further in the queue.
The phone line breaks up, the people don't care and hand up on you.
Perhaps someone that cares from DSL might give me a call.
I'm tired of hearing we don't have an answer in 48 hours. I have not had service since December 30th, 2011 and this is not the way to treat a business that has stuck with this service for 10 years.
Comments:
| | Pay your bills Sounds like the LEC disconnected you for non-payment. Pay your bills and these things won't happen. | |
| dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | Disconnection/Reconnection If your phone line gets disconnected (whether due to non-payment, or some other occurrence which you may not have control over), that unfortunately usually causes you to lose your DSL connection, too, and when the phone company reconnects your phone service, that doesn't automatically reconnect your DSL service. We're basically still sending the DSL signal to your 'old address', so when such a disconnect/reconnect occurs on the phone lines, we need to similarly disconnect and reconnect the DSL half of the line.
If we try to process a DSL reconnection before the phone service is reconnected, the DSL reconnection fails, and our DSL reconnection date thus gets 'reset' and pushed back. If your phone service has been successfully reconnected at this time, however, then we should be able to proceed with our own disconnect/reconnect process. I'd be happy to have a representative look into this for you, if you'd care to IM me your details. | |
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Review by (hidden by request)
(review was emailed from domain goldenwesttech.com)
lodged 1.3 years ago
- Fountain Valley,Orange,CA
- $20 per month
- (12 month contract)
- AT&T
- "Fairly easy hook up..."
- "Not as fast on my system as I was used to..."
- "A bit risky signing up due to cancellation clause..."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I signed up for DSL Extreme as I was having ATT issues. There were ATT
intermittencies that were really frustrating. I had heard of DSL Extreme on
the radio.Jack Levy I think. The set up was fairly easy and the unit worked
right away. The problem I had was with speed. I thought the speed would be
the same or better than ATT and it was not the case on my LapTop. I have a
fairly new laptop (HP). My son came home and wanted to use it on his Apple
so he plugged in and got great results for the most part. I was sweating
that one out as he is in the band 'OneRepublic'. He so depends on the
internet to send music out and such. When he left after the holidays, I
cancelled the DSL Extreme account. I have to pay the cancellation charges (1
year service). I don't think that's totally fair when the customer is
unhappy with the unit's speed. We might be one of those customers that live
a bit further from the junction box wherever that is. I'm back to ATT and
seem to be getting better results. Maybe they looked into the problems I was
having and found the issue. I don't think I would sign up for DSL Extreme if
I were you, due to their cancellation penalty of over $200.00. I have nothing to show for the money. Had to send the modem back. Stuff like that leaves a bad taste in my mouth. I'm glad other people have success. I'm just not that lucky I guess.
Thank you.
Mike Kutzle
Comments:
| | uhh Why not get your computer fixed? This is obviously not a problem with the ISP | |
| dslx_nickPremium
join:2011-12-24
Chatsworth, CA
kudos:16 | DSL Extreme I'm sorry to hear about your experience, but glad to hear your connection seems to be doing better now, at least. We recognize that speeds will vary due to physical factors so we provide expected speed ranges for our packages in AT&T phone areas, as specified in our Terms of Service and when you place an order with us; we do provide the best speed that we can, but sometimes you won't be able to hit the maximum speed of your range. If we are providing speeds within your range and you decide to cancel the contract prematurely, the Early Termination Fee applies at that time. This fee isn't intended as a penalty - rather, its purpose is to cover the expense we incur in setting up and then taking down the connection.
If you are able to get good speed on one computer but not another, that usually indicates that the problem is indeed specific to the computer, not the connection itself. In such a case, would suggest checking your local hardware (such as network cables) and software (such as firewall and antivirus) to see if making a change to those might help improve your speed. | |
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Review by Didra
member for 1.3 years, 5 visits, last login: 1.3 years ago
updated 1.3 years ago
- Playa Del Rey,Los Angeles,CA
- $20 per month
- (12 month contract)
- AT&T
- "quick shipment of modem, outstanding followup and followthrough, sensitive to the needs of novice older adults"
- "10+ min wait for Tier 1 support; instruction font could be larger"
- "DSL Extreme really cares about its customers! Great deal for the money! Highly recommend this service!"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I ordered DSL extreme as a X mas gift to my parents (65 and 78 years old) at the advice of a BestBuy employee. The modem arrived quickly (within a couple of days) with easy installation instructions. It would have been helpful if the instructions were in a larger font. Tier 1 support wait was lengthy but when the company was contacted through this site they promptly responded with Tier 2 support. Nick (Tier 2) assisted my mom (an internet novice) in connecting to the internet in less than 30 minutes! He then proceeded to give her an internet and computer tutorial without her having to ask. My mom and dad are soooo happy with the tech support they received. Not only have they entered onto the information superhighway, but they are in the fast lane! My mom even brags that she was able to connect her own internet service after my numerous failed attempts. LOL Kudos to DSLExtreme for their responsiveness to and sensitivity of older adult internet users generally and to my parents specifically. I am switching my service from Time Warner to DSL extreme TODAY!
Comments:
Reviews:
·DSL EXTREME
| Sounds familiar, alright. "When I told him I was having trouble understanding him and requested a manager, he said I was being uncooperative and ended the call. Can you believe that!!"
I believe it. Oh, how I can believe it ... you are not alone in that, not by a longshot.
Good luck with resolving that customer service nightmare, sorry to hear your folks had to have such a horrid first internet experience ... | |
| | | Get a local company. DSL Extreme is not a local company. They sell internet service to you from a local company. They are just the middleman. Find a local company for internet service for your parents. Either DSL or cable internet. Look in the phone book for local service. Or if they have cable TV ask their cable provider about cable internet. If they have a landline telephone ask their telephone company about DSL internet. Get quotes and speeds/prices to compare. | |
|  dslx_gmPremium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15 | I would like to review your account... Hi Didra -
I sincerely apologize for any inconvenience that you and your parents experienced. Though it is true that it can sometimes take the full date on the activation date for the service to be fully established by the phone company, the support representative that you spoke with should have attempted to fully assist to ensure that your setup was correct.
I would like an opportunity to review your account and assist in getting your parents service up and running. The setup process is generally very simple so I am sure we can walk them through it. I would be happy to have one of our tier 2 representatives from here in Los Angeles walk them through. Can you please send me a private message (PM) with their account information and the best contact information.
Once again I apologize for the inconvenience and thank you for your anticipated willingness to work with us to get this fully resolved.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  | |
| | Didra
join:2012-01-03
Los Angeles, CA Reviews:
·DSL EXTREME
| Re: I would like to review your account... Thank you, George for your prompt reply. As I am new to this whole Broadband DSL reports blog, I don't have a clue on how to send you a private message. I look forward to whatever support you can give my parents in connecting to your service.
Thank you, Didra | |
| | | dslx_gmPremium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15 | Re: I would like to review your account... Thanks for the follow up Didra. I was able to find your account yesterday and left you a message on the phone number listed on your account. I will ask one of our technicians to follow up with you again today. You can send me a PM with your best contact info as well. To send me a PM click on my username to the left of this post.
Thanks | |
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| |  DSL EXTREMEly Bad Customer Service
Secondly, why do they insist you sign a contract?
It is because they have you committed into a binding contract that you will be forced to pay, regardless of the level of service they provide you.
They refuse to take responsibility for anything on their end.
We switched from AT&T, and were first told by DSL extreme that there was a problem with our phone line. Subsequently we had AT&T come out and remedy whatever problem we now had that we never had before when we were with AT&T.
The AT&T technician suggested we call and scale back our service as DSL Extreme was unable to get us the download speed we were signed up for.
Since then, we have never been able to get the download speeds that they promised.
When calling tech support it was like Groundhog Day.
They kept saying that it was not their fault that we had a problem with our phone line.
Multiple times I explained that AT&T had been out and rectified the so called phone line issue, and that we were still unable to get the speeds that they advertise.
When our phone was inadvertently disconnected, their party really began!
Now it was Groundhog Day again, as they kept telling us that it takes between 7-10 business days to reconnect after reconnection of the phone line.
So I kept asking, if it is only supposed to take 7-10 business days, why has it taken over 3 weeks?
Note that I am continually placed on hold while they go in search of answers.
I have now been on the phone for over an hour (1:21 minutes so far).
All I'm asking for is a $10.00 credit for the time they were unable to get our crummy service back up and running.
Lastly I would like to point out that all of their phone calls- customer service, technical calls are all handled over a really bad internet connection which is also annoying- leading me to believe that they have outsourced their call center outside of the United States.
I'm taking advantage of this time in order to spell out my situation and hopefully shed some light on what I consider to be unfair business practices.
I will be reporting this company to the Better Business Bureau, and strongly advise against subscribing to this service.
On the upside, all of this hold time has given me the opportunity to write this letter of warning to you. | |
| | | | Re: DSL EXTREMEly Bad Customer Service I would second TDMMONEY3's review.
This has pretty much been my experience with them as well. Over four weeks now dealing with their extremely slow speeds (10% of what I pay for if I even manage to get that).
Rebuild my line (they said), moved me to a less congested circuit, replaced the modem and they still have no explanation as to why this is. I say stay away from them at all cost, and definitely don't sign a contract with these guys. | |
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Review by BMF
member for 6.4 years, 3 visits, last login: 1.3 years ago
updated 1.3 years ago
- Alhambra,Los Angeles,CA
- $22 per month
- (12 month contract)
- AT&T
- "Good alternative for AT&T DSL, renewing contract for promo price is just couple click."
- "They don't offer decent connection speed for my house. Takes alot of time to get real help from tech support."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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Switched from AT&T for over 3 years ago because the AT&T modem died and DSL Extreme had better price at that time. One nice thing with DSL Extreme is that every year when my contract end, I can renew it online with a few click and never have to haggle with some sales rep. Sadly my 1.5mbps DSL line stuck below 880kbps most of the time and never exceed 1.2mbps (which kinda sucks because AT&T kept it around 1.2mbps most of the time when I was with them). Two times when there were serious problems with the connection, reaching a competent tech support on the phone took hours if not days. Now it's time to switch to something faster and lucky for me that my cable co. is gonna provide me 15mbps at about what I'm paying for my DSL. To get the last laugh, it'll take almost a whole week to disconnect my DSL service which will lapse into the next billing cycle.
p.s. They want the 3 years old modem back.
Comments:
| | Modem they want it back so they can sell it to someone else. Cable does the same thing. | |
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Review by gbogdanoff
member for 2.1 years, 374 visits, last login: 29 days ago
updated 1.4 years ago
- Long Beach,Los Angeles,CA
- $37 per month
- (12 month contract)
- Verizon
- "Stable Connection, helpful service technicians"
- "tier 1 support"
- "good price, good service, avoid tier 1 support"
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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i have used DSL Extreme for quite a few years now. i've always had a good signal, even though i'm near the limits as far as distance from the CO goes. the US office is staffed with knowledgeable techs who do their best to solve problems. i don't think anyone will have serious issues with these guys if they are familiar with this(DSLReports) site as the DSLX forum is the best place to contact the service staff. for those who call for support over the phone or use the chat, service can be spotty as the overseas(Philippines) support is from spotty to sucks(typical corporate issues these days).
i have have both fiber optic(FIOS) and copper(DSL) service over the years, right now it's copper. i've found that the DSL lines are more consistent speed-wise, and that streaming services work much better than the fiber(FIOS) lines. the thing is, the lines must be in good condition. since most phone lines are on the old side of things, a new subscriber should be prepared to clean up their inside wiring(not everybody, but....). that said, once the wiring is clean, the connection just works and works. the fiber lines were very inconsistent and intermittent in comparison in my experience. likewise, cable in the area(which is very heavily populated) can be very good to horrible depending on the time of day.
well, this is my experience, anyway...
Comments:
Reviews:
·DSL EXTREME
| support issues may be much improved. my experience with George is that he really does care about doing a good quality job. according to the user in this thread, a more sensible arrangement for support protocol has been established.
»Tech Support -- Good Experience | |
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