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Review by alain40 
Posted: 2.8 years ago
member for 3.4 years, 62 visits, last login: 165 days ago
 Palo Alto,Santa Clara,CA
 Contract price not specified.
 "Fast enough, but not as fast as advertized"
 "Down once a month or so, takes a call to get back service"
 "Not a bad service, but not ready for prime time"
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Hype, lies? You decide:
- 24X7 support is really 9 to 5
- 15Mbps speed is really 5Mbps (but symmetric which is great if you are hosting)
- Mission critical is really down once a month or so, with no tool on their side to know you are down.
Not ready real applications, good if you want a fast service, HIGHLY recommend you keep your DSL as backup to Etheric if you choose to go this route
Followup comments:  aligzanduh
Premium
join:2003-02-04
Mountain View, CA
| Response We have doubled our support staff and believe you will see the difference.
We have four times more support now on evenings and weekends.
Unlike most Cable and DSL, we can real time improve performance problems in most cases. I am typing this from a Comcast connection I am getting 600/60 on right now. I will not call them about this, because its usually pointless. | |
| alain40
Premium
join:2006-06-19
Palo Alto, CA | Service has improved substantially It is now very reliable with under 0.2% packet drop, it is fast - I get most of the time between 10Mbps and 14Mbps-, and support has indeed improved. | |
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Review by optonics
Posted: 2.9 years ago
member for 3.5 years, 4 visits, last login: 2.9 years ago
Los Gatos,Santa Clara,CA
$79 per month (12 month contract)
 about 10 days
"Service improvements have resulted in increased quality &reliability"
"Intermittent connection during"
"Responsive & care to individual service needs"
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I live in a mountainous and heavily forested area. The Etheric folks forewarned of the possible underperformance and intermittence of the service especially during the rainy season where and when "lensing" through the wet foliage could (and did) impact the connection. I was “rejected” for service by the “corporate providers”, and the fact that Etheric was willing to invest the time and effort to bring the system up was very important and unique.
The initial set-up was not the most ideal, with further follow-ups and an upgrade to the transceiver and dish and most importantly repositioning the antennae the connection quality has improved drastically. In particular the service has been very stable even during the most sever storms and heavy rains. I have continued to check the upload/download speed and have not experienced any major or perceptible changes.
The only time when service became extremely slow and intermittent was an alignment/adjustment to the tower. This was in sharp contrast to the continued stable operation and support. Etheric kindly made every effort to reduce the monthly charges to compensate for this period of service problems. In the past few months advisories are e-mailed warnings of possible issues with the service. This indicates better planning and discipline, and much appreciated.
Etheric has a small company environment and has faced its growth challenges successfully without compromising their ability to offer individual support and attention to detail. Their service/support staff is professional and responsive, and I hope that there will be further improvements with growth without undermining the small company benefits.
Etheric service charges ($79/month for the Bronze package) are competitive compared with their competitors. The system has been set-up with dynamic IP, and linked to a high-end Belkin Wi-Fi/router.
I highly recommend Etheric.
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Review by qwery
Posted: 3.1 years ago
member for 3.2 years, 14 visits, last login: 3.1 years ago
San Jose,Santa Clara,CA
$80 per month (12 month contract)
about 9 days
"fast, when it works"
"unreliable service, horrible support"
"can't recommend"
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The service is awfully nice when it works, BUT...
- frequent outages with no warning
- periods of high packet loss and/or high latency, with no explanation
- support that never returns e-mails/phone calls (and is not 24/7, btw!) and a phone system that feels like dropping you half the time when you're on hold
- radio equipment is unreliable and prone to needing replacement
More details: at this point, my service has been out over a MONTH. Every call with support rehashes information that has already been discussed (I'm not sure why they insist on opening a Netsuite case, they only occasionally refer to it). Promises to call back are unfulfilled. They said they would send someone out to take a look, but he never did show up. There are one or two people that know what they're doing over there, but most of the rest are whack.
They are at efficient at one thing, however: charging your credit card. But god help you if you have a billing dispute, because you'll never be able to get hold of accounting at Etheric, and they won't respond to your e-mails. (Yes, btw, they did charge me for the service the month that I was down).
I really, really wanted this to work out: local company, cool technology, some good people, who could ask for anything better? But the support is so dreadful I can't recommend it. They give the impression of a company on the ragged edge, not the bleeding edge.
It might work for you if you needed fast service that didn't have to be 24x7 and... you were related to someone who worked there so that you could get support.
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Review by diglloyd
Posted: 3.3 years ago
member for 5.6 years, 43 visits, last login: 1.5 years ago
Portola Valley,San Mateo,CA
Contract price not specified.
"Helpful installer, excellent speed"
"none so far"
"Fantastic speed at a very reasonable price"
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I've been looking for a faster internet connection for some time for normal use plus hosting web and email. Short of a very expensive line from SBC (eg $1000+), there just wasn't anything available as I live in an area too far from a hub to get any DSL faster than 2700/500 (real speed, advertised 6000/600).
I had to wait for about 6 months for etheric.net to have coverage in my area. Installation was finished without problems within a week by a friendly and knowledgable installer. The installer even painted the antenna and dish a dark color instead of galvanized metal, and it blends in quite nicely on my roof.
I've had the service for about a week. Although I subscribed to the Platinum service (guaranteed 3000 bps), I am getting speed greatly in excess of the guaranteed rate to their router, speed as high as 11000 bps going up. Reliability has been perfect, and I am now thinking of disconnecting my SBC DSL line.
The only oddity is that I am seeing asymmetric speeds of about 5300 down and 11000 up, whereas the line is rated for a guaranteed 3000 (symmetric), with "bursting" to 8000 (symmetric). I have filed a service request to look into this asymmetry. I took my router/firewall out of the loop with no change in behavior.
The downside to the fantastic speed is that real use over the internet runs into bottlenecks, server latency, etc. A plain FTP to my own (rather old) Solaris box inside a corporate network sees about 8000 bps. Big downloads from mac.com don't go much faster than 5000 bps and are often slower. But those are internet issues, not etheric.net issues.
In short, my experience after a week has been terrific and I give etheric.net the very best rating.
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Review by arkarkark
UPDATED: 3.4 years ago
member for 5.7 years, 219 visits, last login: 1.1 years ago
Los Gatos,Santa Cruz,CA
$140 per month (12 month contract)
"Super Fast, Super low latency, available where other services are not"
"it's fast!"
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I'm in love with Etheric again and they've fixed all the reliability/support issues I was previously having, two weeks with great uptime/service will do that to you. I've had a long chat with the folks there and understand a little more about what was going on and why things were how they were. I probably should have called rather than emailing in most of my support. I believe they've turned the corner and there's blue skies and fast net connections for all ahead.
You really can't beat the speed and for the price it's a great deal. My speeds are regularly 5 Mbps both ways. I try and speed test a lot. My smokeping lines have been green with very little latency. The weather doesn't seem to affect my connection (excepting when it seems to damage the equipment on the towers).
I recently tried surfnetc.com to see if their cheaper service was any better, they sold me a 3Mbps 2.4mhz connection that only gave me 2.5Mbps to their speed test page, every other speed test page gave me a puny 800kbps and the smokeping lines to their IP's were constantly blue showing 5-10% packet loss, the connection looked like that too. coupled with the fact I was on a private IP behind a firewall that stopped me running any kind of services (even direct video conference) it was a no go for me.
I'm back with Etheric and super happy with the static IP and full power to run whatever services I want. I've been with Etheric for 3 years now.
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Review by kgrund
Posted: 3.4 years ago
member for 3.4 years, 26 visits, last login: 1.8 years ago
San Jose,Santa Clara,CA
$100 per month
about 4 days
"Speed, latency"
"Initial cost ($700)"
"Way better than DSL/Cable"
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I switched to etheric several months ago and have been extremely happy with their service. The pre-installation was very informative, I knew exactly what was happening and when, all hardware was laid out with cost and possible options. The install didn't go completely as planned as I had some redwood trees blocking line of sight to the antenna that we planned to use, we had to go for a different antenna on another hill, which used a different gen radio, but the installer was able to pickup and fit the right radio that day which only added a few hours to the install.
That night I was able to get somewhere around 11mb down and 7mb up. They offer options such as multiple antennas to pick up polarized signals or to hit from different locations to increase fade margins if you're far away, also a number of high gain antennas all of which help to mitigate some of the down sides to wireless. One, that it really is line of sight, if you have trees or buildings in the way, even if they are far away, there is nothing you can do about it. And two, if you're too far away from an antenna then your out of luck. These issues notwithstanding, etheric's technology can offer a level of service that that you would have to turn to T3 or fiber to get otherwise.
This service is replacing my old 768K dedicated loop SDSL from Covad/Speakeasy. The reason I made the switch was that my DSL kept going down intermittently, and they were unable to fix it. So being that for around $200 I could try another dedicated loop install to still get 768K service, with uncertain results, and for 3 times that, and about the same montly, I could try for much faster service, I canceled and signed up for etheric, which I have been very happy about,
I run servers from home with multiple static IPs, that's really the only special service I use. Other things that you can get from other companies would be benifits like news servers, shell accounts, game servers, ect... etheric does not offer these.
It's also important to note that with the speed of their network, using an ordinary router/NAT setup may not allow enough bandwidth to get the speeds I see. I was only able to see 6mb or so with my Linksys FSV318, and I could get over 11 without it, so I decided to go out and get a Cisco 851 router to fully utilize the service, and now I can get full bandwidth all the time. I am curious to know how many people are getting lower speeds in the speed test results because of this same issue.
Overall the whole install and first few months of service have been clear sailing, I'll post updates with my long term experiences later.
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Review by jayvo34
Posted: 3.5 years ago
member for 3.5 years, 1 visits, last login: 3.5 years ago
South San Francisco,San Mateo,CA
$139 per month
about 2 days
"Great, ridiculous speeds at the fraction of the costs!!!!"
"Shortage in staff and bad weather has given them a bad impression but my overall experience has been exceptional"
"Cannot get bandwidth like this anywhere for this price! Etheric is always improving and is still one to watch"
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I am one of the original customers and have enjoyed the speeds Etheric has offered, especially over other ISP's. I have been running at T1 speeds and bursting at well over 3.5Mbps. I have seen this company hit some speed bumps but recover and improve to accomodate their users. This past year has especially been hurtful due to the bad weather but one thing that always kept me a customer is their dedication and their hard word. They are striving to make it work and make it past the wrinkles. Alex and team constantly update and improve their service on a daily basis and I've actually talked to him a few times and appreciate his taking the time to update me on the issues they were having. Where will you find this type of dedication, effort and willingness in an ISP, esp from the CEO? I have been patient, maybe more than others, but I run a starting startup off my connection and it as done me well and I did survive those bad days of rain we all experienced and Etheric has taken measures to protect themselves from outages like that. I knew what I had in store for me coming into this ISP, but Etheric's constant work and dedication to better themselves has kept me a customer. I actually did think about disconnecting back in the early part of this year, but things came back up well and have been very steady for some time now, and it is all due to these guys and their efforts. Keep up the hard work Etheric, it can only get better from here!!!
--jayvo34
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Review by Samboca3
Posted: 3.6 years ago
member for 5.2 years, 39 visits, last login: 3.2 years ago
Redwood City,San Mateo,CA
$149 per month (3 month contract)
about 6 days
"Fast.... when working"
"Significant outages and >600ms latencies, aweful customer service"
"DO NOT Rely on this company for your network needs - expect frequent outages and unusably high latencies"
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I'm going to summarize the good and the bad, the then give my Etheric situation as I've experienced it.
Good:
The network ***when working*** is very, very fast, with low latency
Relatively inexpensive, excellent value ***if it was reliable***
Bads
- Significant, use-stopping network problems on a weekly or daily basis
(long term disconnections, horribly high latencies (currently I'm ranging from 650 to >1000 ms))
- Packet loss is often > 1%
- Customer support ranges from abysmal to pathetic.
- Network is "reconfigured" at whim, often dropping service for some random Joe customer.
- Continued dose of unfulfilled promises and commitments
The Story;
I've been with Etheric for two (2) years, and have really wanted to like this company. I really want to tell friends, relatives, and neighbors what excellent service I get from my ISP. I've held off in order to write a good review. My only comment thus far I've made has been to respond briefly to a thread about my being "disappointed". But I can hold off no longer, as being disappointed is only the tip of the iceberg.
To say the Etheric has trouble is an understatement of inestimable size. In the two years I've been with them, the network has either been down or has had such high latencies and/or packet loss as to be entirely unusable. This is common with Etheric; not just occasional, but the expected weekly or twice-weekly network-on-the-fritz-again trouble that warrants the next level of aggravation, contacting their awful customer support.
As I write this article, I see that between about 7:40am and 10:10am, my network was averaging about 450ms, with a 7% packet loss. Latencies often above 650ms, peaking at about 1200ms. I see this is the beginning of a fun day with Etheric. Yesterday, between about 1:30pm and 3:30pm, same story, and again between 4pm to about 6:45pm. There was a heavy rain yesterday, so I'll cut them some slack on matters that are Acts of God. Or we can go to 3/26/2006 where the average latency between 12pm and 9:30pm was >600ms. And there several hours like that on 3/25, and on 3/24. It goes on and on and on, and has gone on each week for almost 2 years. Bottom line, this is one flakey network, one that does not meet their claims of " Latency: Avg: 24ms Low: 4ms High: 51ms", "99.96% uptime."
So when trouble occurs, one contacts Etheric's support. However, this is as unreliable as it can get. As I'm typing this, I'm first in line in the queue, and have been so for 59 minutes. Earlier I tried to leave a message and as per instructions (after waiting 15 minutes in that session for someone to answer), but the voice-mailboxes are full, so nobody can leave a message. I then tried contacting the CEO (Alexander Hagen - aka: "aligzanduh") on his cell-phone, as per his instructions. No answer, and his cell's voicemail won't accept messages either. Next, I contacted his home and was able to leave a message. Since I never get a return acknowledgement call, I have no idea if the message is even received. So I sit and wonder how many more hours / days the network trouble will last. On the rare occasion that someone actually does answer the support line the first line of support is entirely inept and amateurish. They have shown a complete lack of understanding of what it means to support the customer, set expectations, and that leaving the customer without a network two days until Monday is entirely unacceptable. They simply have no sense of ownership of the problem, and are not being taught as much. Rather, the problem is yours, and you have to deal with it. Oh well, sorry, please drive through.
One of the downstream hops between Qwest and Savvis, a critical part of Etheric's connection to the internet was suffering from routine, often constant excessive latencies (100-900ms) for about 6 months. Although I had reported the problem on numerous occasions when it started occurring, tech support said they were aware of the problem, and were working with Qwest to resolve the problems. In fact, the claimed they had resolved them, on several occasions. Recently, I was told that they could use more network trace data to help support their case to Qwest. This was a known, on-going problem for 6 months, and yet they had insufficient evidence to provide to the Qwest engineers?
For two years, Etheric claims it is or will soon be monitoring the network to proactively detect network and router problems. However, they are routinely surprised when I (am able to) inform them of serious network trouble. Simply put, they have no idea when there's trouble. Perhaps this explains their request for me to send my trace data to them. Hmmm.
Each week, there's some new tower climb, new equipment going in, cutting over of the 3-year old service to something new, fault-tolerance, reliable, blah, blah, blah. Its like listening to an alcoholic who really believes this time he won't have that one drink.
I could go on and on about the dropped phone calls (hang-ups), bounced email to their support group (due to full mailboxes), no answers on the support-line, no system available during network outages (its a VoIP system), the unfulfilled "I'll call you back" promises, the out of date, unreliable "network status messages", no response from email, etc. But what's the point. If you don't have a sense by now of what you're getting into, that's as good as I can do.
Customer support and commitment starts at the top in a company, and is reflected downward to others in the company. And the general method of operation at Etheric is for unplanned, inconsiderate network configuration changes at whim, which routinely disconnect some poor user who happens to be wirelessly adjacent to the user with the current network problems. It reminds me of those Vaudevillian plate spinners. Imagine PG&E or AT&T just turning off the power grid or phone system at seemingly random times throughout the week.
Urgency at fixing their network problems is relatively low. In fact, Alex is often the only one who can fix the problem. And if he's tired (and he's happy to inform you when he's been working for 30 hours, climbing towers, etc.), or if the trouble occurs on a weekend and Alex has visitors, fixing the network will simply have to wait until he's done socializing. Chalk up one for Alex's commitment to family. But such a priority when trying to run a 24x7 Internet networking startup company, where customers are your bread and butter and have "always up and running" expectations, probably is not going to pay for the bread and butter for long, let alone the enormous capitol costs involved. This lack of customer focus and support has cost Etheric at least a dozen customer recommendations from me. Although I want to be able to, I simply can not recommend Etheric. I would not want anyone I know, friend or foe, to suffer Etheric's service and support as I have.
Alex (aligzanduh) will likely respond to this post as he usually does to any such post, with deflections and and denials, by pulling bits of pieces, singling out items, and overall trying to minimize or trivialize the points raised here. That's fine, its his prerogative. He's obsessed with having the "world's fastest internet connection" and showing it to DSL reports, but he and his boys simply, fundamentally, do not appreciate and understand that consistent, reliable uptime and usability is by far more important and critical than being Number 1 on DSL Reports speed-o-meter. Fast enough is fast enough, but downtime sucks. I'm sure if DSL Reports had network uptime / reliability metrics, Etheric would not fair well at all.
A couple more comments to consider. Etheric claims:
**** "Highly secure encryption options, (AES or 3DES)."
I asked for a 3DES secure connection 2 years ago. They never had that capability, and still don't that I know of. It was a "real soon now" projection hyped as reality. This is shameful.
**** "Customers purchase their own equipment ($599 to $699 + tax) or lease it with a security deposit ($750 to $850 + tax)."
I was told this too, and opted to lease the equipment. I was billed full price for the equipment, and told no lease option was available.
**** "We have the highest reliability of any wireless providers at 99.994% uptime... our wireless links has 1:3000 packet loss, "
These numbers at best only represent some static measurement taken over 2 years ago, and do not match reality in the least. I have packet loss and latency data for two years, and Etheric's claims are complete nonsense. For example, looking at the current data, in the last 3000 samples (1 sample = avg. of 3 samples/10 seconds), there are 36 Ethernet errors at their second hop, 2-3% packet loss, and an average latency of 290ms. Looking at 30,000 samples (that's 50 minutes), the picture is worse, 27-124 errors, 3% packet loss, and average latencies of 348. And earlier in the day, a period of two hours (72,000 samples) showed 4% loss, average latency of 453. 3000 samples from 3/26/2006 shows 194 errors, 7% packet loss, and 614ms average latencies.
**** "My broadband nightmares seem to be finally over!!! No more 50 minute hold times every week trying to resolve my 54% DSL downtime."
I wonder how this customer feels now? After waiting over 1 hour on the phone for a customer support representative to answer, I gave up. They simply do not answer the phones most of the time. Of my last dozen or so calls, only 2 have been answered, not counting the two where I waited 30 and 50 minutes respectively, only to get an immediate hang-up. I'm not sure I can boast 54% downtime, but its well above .006%.
".. not one subscriber has yet cancelled."
Ok, well, this is just plain wrong. Do not be misled by this entirely false claim.
Etheric seems like a start-up with good intentions, but does not have the crack-team required to do the job. Alex does not really delegate authority and responsibility, instead opting to control essentially everything. He's a customer support guy, message-of-the-day voice, troubleshooter, CTO/CEO?, tower-climber, etc. etc. He's trying to do way too much and use inexperienced people for other critical parts of the company. ( I've seen this in two situations: when the head hauncho is a control freak, or when the main backers are not generous enough to attract top notch talent for equity positions. My bet is that Alex and other principals are looking to have Etheric purchased by a larger company. )
And for a company-overloaded, understaffed, and under funded, Alex spends too much energy on extra-curricular activities, and losses focus on his own business (he wanted to volunteer and setup a wireless service for the post-Katrina disaster relief efforts, yet doesn't have the ability to maintain his own networks here at home - bless him for his altruism, but shame on him for considering and almost abandoning his current customers - some of whom might be directly aiding in other ways! ).
In all, I want to like Etheric, and Alex personally seems like a nice guy. I've waited two years to write this review, trying to get 1 month of reasonably solid service so that I can write something positive and glowing. I've waited in silence and feel I can no longer put off the inevitable. Quotes for T1s are arriving this week.
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Review by faster mommy
Posted: 3.6 years ago
member for 5.5 years, 57 visits, last login: 1.5 years ago
Watsonville,Santa Cruz,CA
$199 per month
"blazing fast when working"
"frequent outages and slow upload"
"smells great, tastes a little bitter sometimes. . . ."
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Etheric claims my connection is 1500/1500 and delivers it quite well, in fact, often exceeds this promise. I began my subscription about a year and a half ago, maybe two years (rough estimate). I was one of the first to subscribe to the T1 Gold plan when it became available on Mt. Madonna. Installation was completed in about 3-4 hours. Pricing is great for the speed. Equipment costs were around $600 for ownership, gladly paid.
However, I have encountered quite a few disappointing outages that have been increasing in frequency in the last few months. I am continuing to try to sort out this problem, but it seems they're not fixable on my end. Most of them occur once or twice a day and last anywhere from 2 minutes to 30 minutes and sometimes an hour. During these outages, I am sometimes able to get to broadbandreports to do a speed test. Results during an outage usually show a very low upload speed (10-100) while my download remains higher (100-800). These windows of limited connectivity are on the good end of the outage. Additionally, there will be periods of time when the download speed remains at the 1500 range but the upload drops to 200-400...these are quite frustrating.
Other then these outages, I have no other complaints. Etheric does a good job, but they have a few problems that they may not see...or so it seems.
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Review by ckafoelife
Posted: 3.8 years ago
member for 7 years, 46 visits, last login: 3.8 years ago
Belmont,San Mateo,CA
$199 per month
"Fast sometimes"
"Always fails Always down"
"Ok Serice Not Reliable always fails"
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Ok i had etheric service for one year. First they came out to see if i could get service. They said i couldn't but will call me when did. So they called me back a week later and said i could get service so i said ok. They said i had to pay $2949.23 just for my equipment it was a lot of money but i paid it. Ok after i get my service it was good for the first few days they the signal always drop. So i called Alex whos the president of etheric. He fixed it and it was ok for a few weeks. They i get a letter saying i have to move my antenna so they Thomas from etheric came out to move it. After moving it the service got worse becuase there were trees in the way. By that time I called alex he told me to spend more money around $1000 to get a better antenna that can go thru trees. After getting the equipment and getting it installed it didn't work. So i called Alex again. He got it to work for a while one month with speeds that go up and down. I called Alex again he said again if you pay some more i can get better suff to make it better promised that it will work. But it didn't. Bottom line I called alex so much that he knows me actually every one at etheric does. At the end i cancled there service they refunded me only $1600 for 2 months of service that i didn't get and the equipment. I wanted to keep the equipment but they would let me. But i have to give it to them for trying. Oh yea there Customer service sucks. WARNING: ALEX NEVER CALLS YOU BACK
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Etheric Networks
