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 dslx_gmPremium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15 | reply to Theyhungup
Re: Have we dispatched a phone company tech to your location? Thanks for providing your information. I took a look at your account and show that you are on the 384-768/128-384 package. Your line is in fact in sync at the full sync rate and there isn't any indication of issues. The notes from the technician that you spoke with indicated that when you ran your speed test you were getting speeds of 580/320 which would be in range for the speed package that you are on. Keep in mind that there is overhead on the line so even though you are in sync at the full rate the actual through put speed is about 20% less than that sync rate.
I will ask one of our tier 2 representatives to give you a call to walk through your setup and ensure that everything is setup properly and running optimally.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  | |
| I started sending a message, thanking you for continuing to focus on damage control instead of solving the problem.
That message included my complaint that, by publicly posting my information, without my approval, you were, in effect, publicly calling me a liar -- which is libel. I also pointed out that, the 386 kbs bottom is not clearly disclosed in the customer service descriptions, which is intentional misrepresentation.
I was about to post the attached screenshot of a speedtest well below that bottom (having pretty well figured out the delay between my posts and your responses appearing online), when the e-mail notifying me of your post rang through at 11:06.
I immediately lost all dsl service, implying that you can indeed dial service up, down, or off (something I've suspected from previous outages) -- and didn't want me to see your post and respond.
That would be tortious interference. I waited until 11:18 and there was still no service (see attached screenshot).
I will be referring this matter to the BBB immediately. By the time I get home, I expect to have my connection restored, to have exemplary service throughout the month that remains of this billing period, and no charge for ending my contract, or I will be seeing you (I'll ask for George, GM, personally since we're both in California) in court for damages for all of the above.
I will, of course, be changing service providers. | |
| reply to dslx_gm
I started sending a message, thanking you for continuing to focus on damage control instead of solving the problem.
That message included my complaint that, by publicly posting my information, without my approval, you were, in effect, publicly calling me a liar -- which is libel. I also pointed out that, the 386 kbs bottom is not clearly disclosed in the customer service descriptions, which is intentional misrepresentation.
I was about to post the attached screenshot of a speedtest well below that bottom (having pretty well figured out the delay between my posts and your responses appearing online), when the e-mail notifying me of your post rang through at 11:06.
I immediately lost all dsl service, implying that you can indeed dial service up, down, or off (something I've suspected from previous outages) -- and didn't want me to see your post and respond.
That would be tortious interference. I waited until 11:18 and there was still no service (see attached screenshot), so I had to send this by public wifi.
I will be referring this matter to the BBB immediately. By the time I get home, I expect to have my connection restored, to have exemplary service throughout the month that remains of this billing period, and no charge for ending my contract, or I will be seeing you (I'll ask for George, GM, personally since we're both in California) in court for damages for all of the above.
I will, of course, be changing service providers.
Edited to add that, in my anger, I forgot to enter my name, so this post may re-appear as coming from anonymous. I apologize to readers. | |
dslx_gmPremium,VIP
join:2002-12-26
Chatsworth, CA
kudos:15 | It's unfortunate that you took my offer to help with ill intentions. I was simply following up here since it was in this public forum that our conversation began. I was simply advising that I had looked into your account and that someone would be following up with you directly. My apologizes and offer to assist are sincere. If they weren't I wouldn't be posting in a public forum.
In looking at your account I did reset your connection in our router. Though nothing appeared wrong as I was in there I rebuilt your line as good measure. When that is done a computer / router will generally reconnect automatically and only lose connection for a few seconds. It appears that didn't happen in your case. I confirmed that your connection is in fact up and running though and that your computer / router has an IP address assigned.
Ivan attempted to reach you a few times on your DSL number. He wasn't able to reach you directly but will continue to try. If you have an alternate can be reached number please feel free to email it over.
Again we are just looking to assist in getting your issue resolved. Feel free to follow up via email and we can continue to assist offline.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. | | |
|
| "It's unfortunate that you took my offer to help with ill intentions." 
Again with the implication that I was being unreasonable (Better phrasing would have been, I'm sorry, you're correct -- I should have gotten your permission to post that information). Again with no response to the content of my post.
Tell Ivan not to bother. The complaint to the BBB is in, I won't be paying any further bills, and you will be providing me with all of the 786 kbs (I'm sure you know how to make that happen) I contracted for in the interim.
I'll be switching service, and I highly recommend that every other user should do the same. | |
| You're not improving my mood Just before I sent the above, I did a speed test that was giving me 559 kbs. Not good, but better than it's been for a long time. Now I'm getting 398 kbs (yes, I will be checking -- and making screenshots) for the forseeable future. | |
| reply to Theyhungup
Ongoing speed tests Here's what I got this evening, along with the corresponding date and time. I'm also attaching the home page for your offers.
I think we can agree that my current speed is far below the 768 kbs you advertise (see attachment) and even below the lowest ceiling of 384 you say is the absolute floor (as far as the 20% drop you claim the 768 kbs offer really means, I'm still trying to find a written explanation of that claim in your advertising).
In other words, not only am I paying double what you charge new subscribers, but I'm getting less than what you claim I can expect as a floor (when no such floor is expressly articulated.
Please explain to me how this is not "bait and switch" under the U.C.C. and how the U.S. Consumer Protection Agency, the California Consumer Agency, and numerous other federal and state agencies designed to prevent fraud should not be consulted. | |
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