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Dennis
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join:2001-01-26
Algonquin, IL
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| There's a catch.... Here's a kick in the pants for ya...
First tier support (800-910-4369) CANNOT schedule dispatch's at all. The dispatch actually escialates up about 3 tier levels to another SBC company called ASI.
I had a problem with missed dispatchs too, because the first tier people (kid didn't know anything) promised somebody would be there in 48 hours.
Its wasn't until I made about 6 calls, after staying home off work, that I reached some maintenance department. They explained I had NEVER been setup for dispatch at all...
Not only did I stay home, but I spend the entire day calling around until I got somebody on the phone who knew what they were doing...UGH! They managed to get somebody out to my house later that day (not until 4pm, well after the 8am I was promised!) and the real ironic part is that the problem was that my username's password was bad, and I was "hung?" in a router somewhere. The tech made a 10 minute call and I was up and running, after he checked everything and reinstalled my software (like I didn't do that 5 times with tech support). It seems all they had to do was "clear" me (this is what he said).
Service *has* been getting better, even though it drags in the evenings, but I swear ameritech.net needs to stop hiring people off the street who have no idea of what they are doing. Had the tech on the phone given me a new user name, or actually trouble shooted then there would be no reason for me to be down for a friggin' week. | |
| | | Anon |  Re: There's a catch....
This is true and I'm sorry you were led to believe otherwise. You should have received a phone call within 48 hours (but, unfortunately, in some cases it may take up to 72 hours) The ONLY time you should stay home for a tech visit is after you get a phone call from the field techs in your area and set up an apt.
You also stated: "Had the tech on the phone given me a new user name, or actually trouble shooted then there would be no reason for me to be down for a friggin' week."
I cannot speak for the tech you spoke with, but I do agree that you should have had basic trouble-shooting. | |
| 
tomnvik
Tom G
join:2000-10-26
South Elgin, IL
|  they stood me up too..........
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"Computers run on smoke: when the smoke comes out, they stop running"- Tony Podrasky
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| | Anon | DSL Hell Since the beginning of October I have been on a quest through DSL Hell. I started with JATO resellers who put me through the contract phase and waited for the install to begin only to get a call weeks later telling me that the company had decided not to provide DSL in my area. My search for a replacement lead me to a local provider ACD Net here in Lansing that was "venturing into the field of DSL and admittedly knew nothing about it but planned on learning along the way" They promised amazing speeds both up and download at a very reasonable price. I "pre-registered" while they were learning how to do it, and yes color me stupid for not seeing these red flags going up all over. Well actually in my defense I did see the flags..but with no other options..I wore rose colored glasses so everything looked red anyway and I got used to it.  They said they were going to "crank the signal all the way up" and not limit it like other providers did, gee sounds GREAT. After signing the pre-registration roster it took 3 phone calls a week apart to get them to send me an actual contract. I faxed it back and 2 weeks later they claimed they never got it. Uh-huh. I refaxed and called to confirm receipt..wow! they got it that time. Things got worse from there. 4 weeks later I was invited to pick up my modem and "start surfing". I installed it and turned it on...nothing but the power light came on. I called tech support who told me to plug the modem right into the dsl line at my box on the outside of the house and call him back..in the snow..lol..I did that..still only power light..I called him back..but at 8:30 pm..he was gone for the night...the next day I called and they said "Gee your line must not be done yet" They promised by weeks end it would be. I called them on Friday..NO service yet..they said it would be another 5 days..I told them to take their service and shove it and cancelled my contract which they reluctantly agreed to do if I brought their modem back. Hey no problemo, 45 minutes later they had their modem and I had a voided contract that Lo and Behold!! Showed my Discover card had already been charged $89.95 for my first months service that first day I picked up my modem. (The modem was "free" with a 2 year contract). I was appalled that I was charged before they were ever sure I was really connected. They did credit the amount back to me promptly, but in my opinion it never should have been charged in the first place until I had a functioning line.
That very day my husband heard an ad on the Radio for Telocity DSL..no contract..free install and free equipment, and reasonable monthly fee..I was in love. My first call to them (on Dec 1, 2000) to place the order gave me even more hope, for only $10.00 more a month I could get DSL to all of my computers in the house! They estimated start to finish up and running in 4 weeks. I informed them that we already had a brand spanking new dsl line (courtesy of ADC)and that we had done the inside wiring. She said "ohhh then you should be up and running MUCH quicker than 4 weeks. Hallelujah!!
I checked my order status religiously online And more than 2 weeks passed and status hadn't left step one. I called customer service and after a hold time of NOT under 1 hour they told me "Ameritech cannot find you in their system" Funny..they find me every month to send me my bill. After numerous similar calls, all of a sudden things moved..and on Dec. 27, 2000, my modem arrived. Excuse my "gateway" arrived, since nicknamed the Gateway to Hell. They had scheduled an inside wire install 10 days later, but as it was already done here we proceeded at their instructions. Well nothing...we were unable to contact their server even though we were definitely getting DSL...4 of 5 calls to tech support with hold times between 3 and 4 hours EACH. and numerous "tickets being sent upstairs" to the level 2 tech support people we still had nothing. Determined NOT to give up, I decided to wait until the unnecessary inside wiring installer showed up to see if he had some magic I had missed. The night before they were due to come out (inside wiring was done by Northpoint) my hand to God, this is the call I recieved, "Hi this is Joel from Northpoint calling about your inside wiring install scheduled for tomorrow? I need to rescuedule that, because 3 of my 5 techs just called in sick for the next two weeks" May lighting strike me down if that is not verbatim what I was told. "I said "You're kidding, right??" He said "No ma'am" He gave me a new date 2 weeks down the road..and I told him to forget it i was tired of dealing with them. He said he would tell Telocity I said knock yourself out.
I called Telocity and cancelled. I had to deal with the billing department, another 2 hour hold call. I was given a cancellation number. I checked online status..still showed an active account...I called billing BACK..they told me cancellation policy had changed./.and I needed to put it in writing that I was cancelling through an E-mail they would send me. (this was a week after I had been promised my account had been cancelled) and that they wouldn't release my line for 7 to 10 days. A heated battle with their cancellations department got my line released.
I call Ameritech. They promise fast install and the best rates yet. I opt for self install and I am promised to be up and running in 10 days. I explain to the salesman that we already have a dedicated DSL line in this house and that we have approximately 12 devices on our main phone line, which by their standards renders this line inelgible for line-sharing. She said no problem. Slightly longer than the 10 days passes..and my modem arrives. Yesssssss!! I hook it up..nada....call Ameritech..and guess what?? they ran it as line sharing..and their recored show its not completed yet! I tell them don't bother..this line will not work for line sharing..the representative suggests that we cancel this order and open another for a dedicated line. Okie dokie what do I have to lose??? A few days later a tech arrives to run my dsl line "Hey..you already have a dsl line!" No shit sherlock. He tells me he switched it over to Ameritech's equipment and tested it and I am good to go! Terrific! I hook it all up..can't connect...I callTech support..she has me uninstall and reinstall their software..and BINGO...I am up and running!! WOOOOOOO-HOOOO!!
I open an account and I am a happy camper. A week later some guy shows up to "test my DSL line" I tell him its working fine and has been for a week. I get the deer in headlights "really??" and he asks me to log off so he can test the line without setting off alarms at Ameritechs office and I comply. He comes back and says "Its working fine!" *see above NSS statement* I ask him if I am going to be able to reconnect and he promises to stay in my driveway until I do. Good deal I got right back on.
I get a call a week later asking if I want an early install of my modem. lol...I tell him I have been connected for 2 weeks already.
All in all I am quite pleased with the Ameritech DSL so far. I have had no down time, and OK so they didn't set up my E-mail account on their server until 3 weeks after my account was actively billed (and the technician had to get "special permission" to order that set-up) he promised it in 24 hours..5 hours later I had my e-mail. Wait time for tech support in the 6 or 7 times I have called has been under 2 minutes each time (Telocity?? are you taking notes??) and wait times for billing and customer service are about the same. There is NO passing the buck as to responsibility as there was with ALL the other companies. Ameritech assumes full control and responsibility for all phases..you have NO idea what a comfort that is until you have lived the "Ohh thats Northpoint, thats not us!" nightmare of buck passing.
Ameritechs people are not the most knowledgeable when it comes to computers and networking and DSL, but they are learning, and they try, and they all in my experiences have checked their attitude at the door. They are helpful and if they don't have your answer they will get you to someone who does.
Reasonable pricing, good readily available tech support, responsibility for all functions and no down time. What more could you want? Ohhh I forgot..you also get for no additional charge an Unlimited dial-up account for when you are out of town..or the DSL is down...I do not think that is standard with all providers, although I do remember one DSL provider hawking "2 hours a month of dial-up access" Don't do me any favors. Ameritechs dial-up is unlimited and free for the standard $39.95 fee per month conveniently billed to your telephone bill. | |
| | pdepa
Pdepa
join:2000-12-18
Dearborn Heights, MI
clubs:
| Re: DSL Hell {excessive quoting deleted by moderator]
Hey I work for Ameritech at the co wher you signal comes in
your still usin the same switch no mater what company your paying and I'll tell ya what if your signal is to slow just try the tweeks listed here in dslreports or try broadband wizard available at downloads.com
[text was edited by moderator] | |
| | | 
strogg
@mi.ameritech
| Re: DSL Hell Hey, clueless "I work at the CO and all DSL works out of the same switch". The DSL line doesn't even terminate at the switch, it terminates at a DSLAM that is tied to the ISP over a DS3 connected to an ATM trunk. The only thing in common with all the ISPs is the "last copper mile". Read a book. | |
| | | 
wdoerr
join:2001-04-20
Chicago, IL | Wow
Does this post say it all about Ameritech?
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wdoerr | |
| | | Anon | You should receive an award for the lengthiest comment ever submitted. | |
| | | 
bobcat50
Titans Go
Premium
join:2001-05-21
Chicago, IL |  Re: DSL Hell
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lxAstrosxl
Premium
join:2000-10-13
Carol Stream, IL
clubs: | Re: DSL Hell What I get for not reading it?  | |
| herdeg
join:2008-07-03
Beachwood, OH
| Inconsistent DSL speed when Uverse came to town Same problem here in Orange Village, southeast of Cleveland - AT&T started to wire our village for Uverse in 2007, and now we have intermittent slow or no AT&T DSL connections. Calls to tech support have not helped, and we don't have time to wait for techs to visit our home. We are switching to Time Warner's Roadrunner over our existing cable hookup.
Ironically we were early adopters of Adelphia's original broadband over cable, but we switched several years ago to Ameritech->SBC->AT&T's DSL to have a more reliable connection.
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