TeanSimbaTee
@bio-rad.com
| Two weeks
Hi,
I am trying to switch from Earthlink DSL and home phone to DSLExtreme. I previously had the "up to" 8MBps service, but only got 2.7-4 Mbps. I signed up for 3 Mbps service with DSLExtreme. My phone switched back over to AT&T, and my activation date was set for 6/16.
After no activation, DSLExtreme informed me Covad needed to come, and I heard about the charge for internal wiring. I said OK and took a day off work. Covad confirmed at the box and in my home that the telephone line was OK, and I had no service, using their own modem and telephone. He said I should be good for 3 mbps, if I got slightly less it was my condo's wiring fault (I already knew I was previously getting 2.7-4). He forwarded my issue to AT&T.
AT&T showed up at the end of the day and confirmed the box was OK. He could hear my modem trying to synchronize at the box (I happened to have it on). The tech had a person at the central office check, and he said that my line was not connected at the central office. He gave me the dslam/splitter location to pass along. I did.
After a several more days of no activation, another AT&T tech wanted to come out. I said I thought the problem was isolated to the central office. He then looked and agreed - and said that the line from the central office to my place tested OK, just no signal from central office. He said AT&T and Covad were scheduling a meeting.
Yesterday, I received another request from Covad to come to my home again - I asked why? after which I was told Covad told DSLExtreme that I was not eligible for service.
I am now referred to a supervisor in orders.
I had DSL since 2001 in my current location with Earthlink via Covad. If the problem is with the sign-off I read previously, I can now produce my last Earthlink bill showing that they do not expect money from my anymore.
I would like to get a resolution, and hopefully service.
Regards,
Caroline |
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DSLX_Zak
Premium
join:2007-01-04
Salt Lake City, UT
| Hi,
I would be happy to take a look at this if you would like. If you can send me a PM with your account info and the current Ticket number if you have it.
Thanks,
You mentioned having earthlink for home phone as well as DSL. You are now on ATT home phone service correct?
--
Zak
Tech Support
DSLExtreme
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TeanSimbaTee
join:2008-07-05
| I did want to thank DSLX_Zak for his response, and help in trying to get to the next step on my issue. I spoke with a very professional billing manager today, and she started a ticket to procure service with AT&T as a direct vendor since I apparently have indeed been disqualified by Covad (seemingly an instance of Covad2Covad Hades).
Even though things have been frustrating at times, I have been favorably impressed by the DSLX staff professionalism and responsiveness to date.
Again, thanks to DSLX_Zak.
Caroline
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news_user
@dslextreme.com
| reply to TeanSimbaTee
Going above and beyond seems to be the motto for the Technical Support at DSL Extreme (though I've only had to use it a couple times to verify outages) it's always been top notch! That's why I've been with them for 5+ years now  |
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