I don’t normally write complaints in a web site but my experience with DSL Extreme has been very frustrating to say the least. FIRST AND ABOVE ALL I WOULD SAY DO NOT USE THEIR SERVICE BECAUSE THEY HAVE NONE! Now read below if you want more of why…. It started right at the beginning DSL Extreme put in an order to take over my line on the Thursday just before a long holiday weekend. Needless to say I was unable to talk to my son thousands of miles away for the holiday and was very saddened.
From there it have been a customer service nightmare. I would be working and mostly in the evening my internet would suddenly slow down. I am paying for 3000kb down and 512kb up it would drop to such a low rate my Explorer would time out so I down loaded Google Chrome it happened with that browser as well. When I would call their customer service they would ask me to do the usual turn everything off and start it all back up modem first. Magic its all better but they could not ever tell me what was going wrong.
I tried using their online help but my connection was so slow that it would time out and they would close the help ticket saying the customer disconnected ….. DUH!
The topper was when I called up the company and asked to talk to a manager about tracking my service so maybe they could find out why this happens almost always at night. The young girl CS rep told me they had no managers on duty at night. I told her I wanted to be called the next day to discuss the problem and gave her my cell phone number to be sure I would talk to someone. Surprise I never got called. So I went looking as to how I could send them an email and found their customer service address on their home page. I drafted a letter and pasted it into the box and sent if off expressing my dissatisfaction with their service. Amazingly I NEVER received even a confirmation of my email let alone an return.
A week has past the internet was working fairly well until tonight then it froze up to the point when I finally got test results from DSL Extreme’s speed test site my down load speed was 21kb down and 420kb up. I called told the c/s rep I wanted to talk to a manager he insisted on trying to get me to reboot everything I said I wanted to talk to a manager. I was placed on hold when he returned he acted as if a manager was joining us but never did. So back on hold again while he tracked one down. I waited and waited finally he came back online and said to me sir did you know your payment is late? I asked him if that was why my internet was slow (mind you my payment was 3 days lat 2 of which were a weekend) he answered yes. I asked him again Eddy are you saying your slowing my internet service because my payment is 3 days late? He stammered and tried to change the subject again I asked and again he dodged the question finally I asked him a third time and his answer was “yes”. I said now I really need to talk to a manager once again I was placed on hold then n then off then on again then I returned to the iterance que and was told how important to them I was. Then music again and I was told how important I was to them then music this went on three or four more times then the music stopped the line is still open as I type 1 hour 13 min 39seconds I don’t think their coming back….. I just hung up. Now as bad as ATT was I guess I am going back to them, at least I never lost the speed just would go off line now and then I prefer off line, to timing out I think….. So if you choose DSL Extreme I hope you like hold music…