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sipankh
join:2002-02-12
Vienna, VA
| Covad the worse provider on this planet
I am subscriber to COVAD's DSL Home serviced for well over 5 years and until 3 -4 months ago I never had any major problems, thus never had to deal with them beyond few phone calls for some minor issue sin the past...however as of past 3-4 months t least once a week or more often I have latency on my DSL circuit that ranges from 1200 - 2500 ms and when I do my own troubleshooting , as well with one of their level 1 support guys (who by the way sit in Manila Philippines (I guess cheap labor and classical outsourcing so those on the top of Covad food chain can get richer) and are clueless where we are and what are problem is beyond their scripted responses we apologize for inconvenience" and few limited tools they are provided with, and no ability for user to show them via e-mail what they see...etc.) and Covad has continuously refused to send someone to CO to fix the darn problem. They were demanding that I sit at home and they send a tech to test my line form my home even that it has been proven to them that is not the issue and they refuse to send anyone over the weekend...so in other words, you pay them $70 a month for service that sucks, then you got to take day off and waste more money for something they are messing up , and then when you finally agree to be on site in the morning, the tech calls las t minute to notify you how he is busy and is to meet Verizon at another location (likely business account related since home service is last thing they care for) and you got to re-schedule or you are s-c-r-e-w-e-d and then tech hangs up on you when you try to explain why you can't re-schedule....overall just a dandy provider. I decided I am CANCELING THEIR SERVICE and I RECOMMEND TO ANYONE EVEN THINKING TO GET THEIR SERVICE DON'T ENTER HOUSE OF HORRORS!
They don't care for their residential clients, unavailable to talk to anyone beyond some schmuck in Manila, no ability to send them any kind of note that they will acknowledge...overall horrible service and customer support!!! I am off to a business trip and when I return they are gone out of my house even if I need to get dial-up!
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SIPAnkh"Cogito ergo sum!" | |
ykronic
Premium
join:2006-01-31
Canada
| 1) with a few exceptions almost all ISP's outsource their tech support be it out of state, country, or continent
2) tier 1 is just that, tier 1. that tier is designed to handle simple problems, rebooting the modem, checking cables, some simple computer diagnostics, etc. Complex issues are for tier 2 and so on.
3)No ISP anywhere, and I stress ANYWHERE, is going to start looking at their lines, nodes, CO's, headends, NOC's, etc first based solely on the customer's word/troubleshooting. They always start at the premise where the vast majority of problems are.
4)Most ISP's have a team of techs dedicated to business accounts, and another for residential. Even if they don't business takes priority. Why? Because they pay 2-3 times more than you and have a contract with an SLA stipulated in it.
5)you had solid service for 5 years. And only now you have a problem which, based on your rant, you've never had anyone out to look into. Though you may have tried once.
Hmm 1 problem in 5 years which is likely only ongoing because of failing premise equipment you haven't let them replace yet.....Sounds like they're at least on par with every other ISP out there and better than many you'll read about. But hey at least this killed 10 minutes before I had to go to work so thanks  | |
sipankh
join:2002-02-12
Vienna, VA
| Who ever you are, it is my mistake for not disclosing all details so you are making conclusion based on the lack of info and that is my bad, but it was done in a same way as you did..few min before I will go to work.
Let's recap few things, even that i don't want to spend to much time on this.
First, I am at executive level in ISP business for over 15 years where I got from the lower ranks being a network engineer for years...so believe me I don't need you nor anyone else to explain the industry practices of outsourcing tier 1 support...which is practice that is slowly but surely killing overall customer satisfaction nation wide! Not to mention all other comments, which you are correct , i agree, but not every provider treats their residential customers this way (believe me I know I worked for few large US based ISP/Broadband providers who are sitll in business under same owners (ask Covad how many they have changed) and run large support environments and this kind of attitude is simply bad business!!!
Second, this is not the first problem I had, it is first problem where I had and am dealign with them for over 3 months where even after proving to them more then once that the problem is outside my home, they are refusing to transfer me to someone beyond tier 1 support..and you know, I know and many of us know tier one as you described has limited capabilities as well limited knowledge to deal with issues beyond basic troubleshooting!
Third, I did replace CPE and tat didn't resolve the problem so I returned the CPE back. Let me add that they wanted to charge me the same amount for it like I am brand new customer...which , lets use kiddy style comment style, SUCKS...a mature provider if it cares for its customer base MUST have pricing for equipment in these situation that takes in consideration the fact someone uses their service for few years, whcih in this case by the way is very VERY expensive (darn $65+ for 764 Kbps up /up to 1.5 Mbs down...which is never, NEVER at that speed since I signed up for service)
Fourth, so after numerous arguments with , some knowledge and some completely brainless tieer 1 support personnel of Covad (the boys in Manila) they finally agreed that the issue is likely at CO and likely problem with the port on their DSLAM servicing my circuit/connection ..but days later I get the call that the dispatch is canceled and ticket closed...no one bothered to even call to explain nor send an e-mail other then their usual automated notification from the ticketing system they use...
Fifth, then I called again for the support on the same problem when I had time one night and got another ticket going, and luckily I got on the line someone who had some clue beyond using scripted c-r-a-p that tier 1 uses usually, and we both came to conclusion that something is wrong again at the CO...naturally next day and next 3 days we played phone tag where they were leaving VM's for me to approve dispatch to my home since they wanted to test my line from my home before they would agree to send someone to CO. Naturally they would do that only at their connivance during regular business hours, when as expected I work and believe me, like you I consider my time expensive (which actually is for even US standards of business at the executive level) and I simply can't sit at home to accommodate ISP to fix something I am already paying them and on the top for me to end up loosing my business time and use vacation so they can come out and do troubleshooting on something we both know will yield conclusion it is issue at the CO side! So anyway, I found one day when I was in position to stay at home between 9 am and 10 am, and guess what their tech calls at quarter to 9 advising me that he can't come out unless I can sit there for few hours more since he needs to meet with Verizon on another case...so my case becomes nickel and dimes likely because I am residential service at lousy $65 a month and they had bigger fish to fry....so I wasted time waiting again...
Anyway, let me give you example...DirectTV comes out to do testing at your house if you have problem at your connivance because they value the customers time and money, since they make tons on the service they provide you with , where Covad just simply doesn't care...that is why DirecTV makes tons of money and Mr Murdock is a billionaire and Covad's changes owners every few years and is lucky to be in business...
So , who ever you are, revisit your comments and line of thought and let me give you a business advise and comment...some day philosophy of customer is always right is good because they pay the bill, well I disagree but I have better one and which made me successful executive in my line of work which is closely tied into ISP / Telecom industry..."customer might not be always right, but customer is ALWAYS A CUSTOMER! ..and if you want to stay a float and be successful and profitable you better provide beyond excellent customer care and support or sooner rather then later you are out!...so will Covad! If not of business then out of my house in a month or so, i am fed up with them and nothing can change my mind since they have tarnished their reputation in my eyes and my families eyes forever, and they better not come across my business desk in future!
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SIPAnkh"Cogito ergo sum!" | |
akhnaten1
@spcsdns.net
| I had the same issues with Covad. Although mine started just after the first month trial period went by. I have spent over 40 hours on the phone with their tech support, 90% of which was going through the same script over and over every time I called. The only time it worked after the first 30 days was when they put me in "monitoring" mode. It worked like a charm when they set their equipment to monitor the line. I have since given up on spending every waking moment on the phone with their tech support and I am going to drop their service and pay the $250 fine. Oh, btw, the only way to get the fine waived is if their tech support department determines you are out of range from the CO. If you are in range and it does not work, you are shit out of luck.
I have lived all over the country and experienced a LOT of ISPs. Covad is BY FAR THE WORST! | |
sipankh
join:2002-02-12
Vienna, VA
| Do I need to say / write anything else...when I cancel them believe me the ISP community at the executive level will know (quietly, but they will), and after being 6 years client it is very unlikely they will dare to charge me $250 cancelation fee unless they want to suffer juicy law suite! (also, let me confirm the same experience , if the circuit is in monitoring it works like a charm, but as soon as it is back to "normal" ...god help me. Now that is after 5 years of using it and naturally they don't want to admit problems and send someone to fix it darn thing on their own time!!!!)
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SIPAnkh"Cogito ergo sum!" | |
PhoenixDown
-- Ron Paul 2008 --
Premium
join:2003-06-08
Fresh Meadows, NY
clubs:  
edit:
May 6th, @09:59PM
| For all the bitching, whining and complaining you've done, you refuse to let the tech drop by and trouble shoot the problem!
The issue here is not with Covad, its with you. You have this erroneous belief that you are more important in life than you really are. You're not. Get over it. If you were, taking a day off wouldn't be an issue for more reasons than I can count. If it were an issue, then at your income level you could afford to have someone drop by and house sit while the tech does his work. If you were really were someone important in the ISP industry as you say you are, then you would've made the call to a buddy who would've gotten this taken care of nice and tidy but you couldn't.
edit: For that matter, I believe there is a forum for Covad customers where Covad support techs will test your line. If thats still available, and they are willing to assist you, they can probably tell you if the issue in the CO or not. Chances are, based on my years of experience with DSL and your vague description of the issue, the problem is not in the CO but either in the line going to your house or at some point in your house.
edit again: Here would be said forum...
»/forum/covaddirect | |
sipankh
join:2002-02-12
Vienna, VA
| Sorry my friend, but I nor my company don't do business with Covad nor is it about me. Its not about bitching, its about making sure others know what awaits them when they use DSL service from Covad! Why would I or anyone else for that matter spend my own time and money to accommodate their visit when they should accommodate me (even that I did agree to let their tech in and then he cancels the appointment 15 before the visit is to occur..r u kididn gme kid!!??!) or any other provider like other companies who care for their client base do. I will rather cancel them and get something else, even if it costs me some capability! A provider who wants to stay in business today, must provide exceptional customer service or that provider won't be long in business, even when they are monopoly like for example Verizon is in many areas of the country. In my residential area only Cox Cable can still provide ISP services which is limited and good for rudimentary level of user since they like Comcast block ports 80, 25 and other. Fortunately, not even Covad can provide ISP services where I am since Verizon has changed the CO architecture since their are gearing up for implementing FIOS services in my area. My circuit is legacy circuit and shows how much they don't care since they know I don't have much options until Verizon completely kicks them out and then we have Cox or Verizon as an option for residential service or Direct TV which is again of limited capability since space segment ISP services are limited in many ways...so its simple, stay with Covad and eat the c-r-a-p until Verizon comes in with FIOS, get Cox as an alternative in the mean time, or open up the bag and get residential T1 service at $500+ a month...not much choice at the moment.
So your comments might stand if they had base, but unfortunately they don't and you obviously didn't read the whole thread or maybe simply don't understand it ...not surprised, if you were getting it where you live you wouldn't put your hopes in Ron Paul 2008 in a country that is so corrupt Ron Paul is a far away dream at any standard! Wake up , smell the roses you , I and all of us live in a country where money talks bulls**t walks, literally!
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SIPAnkh"Cogito ergo sum!" | |
tdumaine
join:2004-03-14
Federal Way, WA
 ·Comcast
| said by sipankh  :Sorry my friend, but I nor my company don't do business with Covad nor is it about me. Its not about bitching, its about making sure others know what awaits them when they use DSL service from Covad! Why would I or anyone else for that matter spend my own time and money to accommodate their visit when they should accommodate me (even that I did agree to let their tech in and then he cancels the appointment 15 before the visit is to occur..r u kididn gme kid!!??!) or any other provider like other companies who care for their client base do. I will rather cancel them and get something else, even if it costs me some capability! A provider who wants to stay in business today, must provide exceptional customer service or that provider won't be long in business, even when they are monopoly like for example Verizon is in many areas of the country. In my residential area only Cox Cable can still provide ISP services which is limited and good for rudimentary level of user since they like Comcast block ports 80, 25 and other. Fortunately, not even Covad can provide ISP services where I am since Verizon has changed the CO architecture since their are gearing up for implementing FIOS services in my area. My circuit is legacy circuit and shows how much they don't care since they know I don't have much options until Verizon completely kicks them out and then we have Cox or Verizon as an option for residential service or Direct TV which is again of limited capability since space segment ISP services are limited in many ways...so its simple, stay with Covad and eat the c-r-a-p until Verizon comes in with FIOS, get Cox as an alternative in the mean time, or open up the bag and get residential T1 service at $500+ a month...not much choice at the moment. So your comments might stand if they had base, but unfortunately they don't and you obviously didn't read the whole thread or maybe simply don't understand it ...not surprised, if you were getting it where you live you wouldn't put your hopes in Ron Paul 2008 in a country that is so corrupt Ron Paul is a far away dream at any standard! Wake up , smell the roses you , I and all of us live in a country where money talks bulls**t walks, literally! Bitch whine complain, don't have a tech out, then whine here.
Ya, thats a winning attitude. How did you get to be an executive? Whining? It sure wasn't the spelling, grammar, or style. | |
PhoenixDown
-- Ron Paul 2008 --
Premium
join:2003-06-08
Fresh Meadows, NY
clubs: | reply to Anon
Re: Covad the worse provider on this planet
tdumaine, he's not worth the time or the energy. He's the kind of customer that demands a lot and provides little. He should follow his own advice and get a T1 for the expectations he has. | |
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