DSL Extreme
reviews and complaints

I am going to court with them for charges and ISP subscription that I DID NOT AUTHORIZE. When you talk to them, whatever you do, DO NOT GIVE THEM YOU CC NUMBER. I would not call them. A simple inquiry about service has cost me $400. I am in a desolate area and they could not provide me service. They started an account on me and bill slammed me for $400. I am filing paperwork at court on Monday.

My mother signed up with them after hearing a radio talk show personality endorse them, (she didn't know that they are compensated for doing that, so their advice is not objective).

She finally cancelled her service after 2 years of CONSTANT connection problems. They then charged her credit card for the modem, which was returned. Only after she complained to the Better Business Bureau, did this get resolved.

Really cheap internet = really bad internet.

(At relative's house with internet). I've used DSLExtreme many times and have never had so many problems until now. Before, I would always compliment this company for it's helpful and quick service, but now I'm one of those guests that have absolutely sided with the negative end. Ok, moved on March 18th, put an order request in to notify address change 2 weeks ahead already. Online appointment to have internet up at new home on March 20th. Internet not up. Called an apparently At&t had to come fix the phone line. Ok, got that settled in one day and we still use the same phone number. March 21st, phone lines working perfectly, No Internet. Called, DSLExtreme said it takes 7 to 10 days after At&T gets a working phone line to get internet back up. March 31, no internet. Called DSLExtreme up, they said they can't connect and need to put in a new line. That makes no sense, it's still the same phone number and service was available to the new area according to the service tracker online. It was quote on quote GUARANTEED that everything would be resolved and I'd have internet back up running again exactly on April 4. No Internet. April 5, called and tech support doesn't know what's going on and that Tier 2 will call me back in 24 hours. April 6th no call back so I called and complained to supervisor. Supervisor April said she'll find up what's going on and at least give me a follow up in 24 hours. April 8, no call back. I Called and complained to Manager Kathryn, who said she'll personally handle it and call me back. April 9, no call back. I Called at 2pm of which tech support said Tier 2 has too many calls and will call me back that day. 8pm no call back, I called tech support and they said Tier 2 will call me back in an hour. Oh yeah, did I not mention each time I call I literally had to wait more than 5 to 10 minutes on hold. WTF, I have not had internet for over 3 weeks and DSLExtreme doesn't even have the courtesy to call or email me and make a follow-up on why they can't resolve the "no sync" problem. On top of that, they refuse to wave my april bill and will charge me a late fee if I don't pay. So there you have it, I'm paying for service of which I'm NOT provided. I can't use a new internet service provider, because if I terminate my service with DSLExtreme they'll charge me a $250 early termination fee.

They the worst and should be shut down immediately.

You are not the only. I had intermitten dsl problems off and on for the first month. I worked with the technician to troubleshoot various times, then finally requested a cancel after not hearing for over 2 weeks. I was $250 billed for early termination and now will be turned over to the Collection Agency.

DSL Extreme is an unethical company. They will not be responsible if service is not available. They put the burden on the customer for paying for early termination of poor service. Please let me know how we can get out of this mess.

Hey, everyone, contact Gen Attorney Jerry Browns office, (CA) and make a foraml complaint, just as I did, it took 2 years, but, I finally proved that this DSL EXtreme is a rip. they have an open complaint in their office. use it, get a peice of mind, in knowing that they are having a hard time proving all of these charges.

I spoke with a rude and disinterested woman on their sales staff - before I even placed an order. I can only imagine what the service would be like once they have you locked in. I've had better service from the DMV; I can only assume that they employ inmates. O, and when I called to complain another rude individual expressed total disinterest.

I AGREE STAY AWAY FROM DSL EXTREME, THEY NEED TO HAVE THEIR OPERATIONS CHECKED
OUT. THEIR BILLING IS WAY OUT OFF LINE, YOU CAN NOT REACH ANY ONE WITH OUT A LONG WAIT (1/2 HOUR OR MORE) WHERES OUR GOV. AGENCY FOR THIS STUFF. WE RIPPED OFF U SHOULD BE THEIR NAME.

i agree with the complaints- i'm going through the same terrible service- more like lack of any service! i'm in the process of cancelling. i will not pay a cancellation fee - out of the one month i've had them as my ISP ive had less then 48 hours of internet connection @#$*! arghh

I called DSLExtreme today to cancel my service. I live in Santa Monica, and the underlying carrier Verizon seems unable to provide reliable DSL connection. So now I have 6 months on my 12 month contract left. Is there an early termination fee available? "No" was the answer.

Can I cancel it now, so that the service automatically ends when the contract ends? "NO - I have to contact them at least 30 days in advance of the contract ending... okay - I'll put that down in my Blackberry and call them back then.

Otherwise to cancel this non-working service now, I have to pay 6 months in advance. Is there no requirement that the service be functional to still be billable? Apparently not. Great work if you can get it. I'm off to Twitter about this lousy experience, and while I'm at it... I'll send a post over to TechCrunch.

i can not log on to my email ...kenk@dslextreme.com call me [protected]

I will cancel service if no one calls me to resolve logon email...please

on hold for ever...

I have already filed complaints with the FCC and the BBB. I fully intend to stop any further money being taken from my bank account by this company in order to take unearned early termination fees. As a senior on a fixed income, I can ill-afford anyone taking $250.00 extra out of my meager income, let alone this company that seems to thrive on not correcting any problems, but by making people upset, aggravated and frustrated. Their business practices and policies leave much to be desired. When dealing with DSL Extreme, I feel as if I'm dealing with someone from a third world country. Tech support is as bad as their deplorable customer service. Five days ago, I called and asked to speak with a supervisor; I was told that 'both' were on the phone and left my number for a return call from one of them. I finally received that call today, Friday, January 18, 2018. This company has no scruples, and no professionalism whatsoever, and it appears to teach its employees the same disgraceful values. Perhaps a class action lawsuit would make someone pay attention and take notice.

We were with DSLExtreme for a couple of years in Pasadena, CA. We had to move and pulled out the service. We did not have trouble returning the modem. After having a service in another area we were told we could keep their modem so when we returned to the Los Angeles area we decided to reinstall DSLExtreme. We did not need to use their modem. The first year was fairly cheap, about $17.00 a month. After one year they raised our price to about $22.83. This went on for about another 4 years when DSLExtreme announced they were transferring over their service from Google to another service starting August 1, 2015. They told us they would raise their price to about $28.00 a month. We didn't feel their service was worth it because we had so many problems with it connecting to the Internet correctly. We checked around and found out we could get a bundle for cheaper as we had a separate landline phone company and a separate long distance company. We talked to DSLExtreme in July about the possibility of closing our account by August 1, 2015 . The rep said we could let them know by August 1 if we were closing our account with them. So on July 31 after we had the new bundle put in I had my husband call all three companies including DSLExtreme right after the new bundle was installed to inform them of the change. But DSLExtreme either is incompetent or did not want to acknowledge losing us. We alway paid our bills on time. Now they emailed my husband and told him they didn't close the account till August 7 when I guess they were forced out by the new bundle. They say we owe them $5.52. Really it isn't that much money but it is the principal of the thing. My husband called them about the matter and let them know he did call them before August 1 but they are denying receiving the phone call. They say the last notes they had indicate they only knew we were considering removing the account but never let them know we did. My husband talked to them about a possible misunderstanding and removing the charges but the young female manager he spoke to refuses to do this and so now he plans to let it go to a collection agency and when we get the letter he will dispute the matter. Really why would they send the bill to collections when it will probably cost them more than a tax write off. By the way the new bundle works much better than DSLExtreme ever did.

Did anyone try DSLExtreme based an ad you heard on the Leo LaPorte radio show? If so, was it based on the advertised claim that the monthly rate would be either $14+ or $12+ with no mention of it being a promotional offer? If this is the case then you have been duped with a bait and switch game. I don't believe Mr. LaPorte was in on it other than being an advertiser but it is his responsibility to check the quality and truthfulness of the companies that advertise on his show. My bill went from $14+ and $2.88 for surcharge to $39.43 and $2.88 surcharge. When I called I was told that that I was on a promotional plan that had expired and the new price reflected the change. I told them that nobody had mentioned any promotional from Mr. LaPorte's show all the way to DSLExtreme, itself, when I placed the order. It you feel that you have been defrauded contact the state agency involve in false advertising and file a complaint. To get anything done about deception of this type there needs to be a large number of complaints.

I have read the comments posted here and noticed two things: Mostly complaints and if it is NOT a complaint, there is praise but added a self-referral for profit/gain. If I may add, to this list of unhappy people, is this... Do your research (on the Internet) about the company you are "considering" to use. If you count the number of complaints and compare that to the number of successful service agreements, you may find that the complains may actually be a small percentage. That might be the case here, too. Here is some friendly advice: Check out the competition. If you do decide to go with DSL-Extreme, get into the tiny details of their contract and educate yourself with it because that "document" is what you will use against them AND make them comply with your terms. (By-the-way, you cannot change the terms to suite you especially after signing-up.) If they are signing you up for certain down/up speeds, make sure the contract has a "REMEDY" for failure to provide that level of service. If you are getting no service at all AND you are making your timely payments, collect your documents and (ONLY TRY to) get things corrected over the phone WITH A DEADLINE on making those corrections - do this politely, ALWAYS. If they fail to remedy the problem AND you are current on your service payments, DO NOT THREATEN to stop payments, DO NOT THREATEN to sue; just go to "SMALL CLAIMS COURT" and make sure you have researched your information on an "AGENT FOR SERVICE OF PROCESS" name & address. Usually it will not be the same as the corporate headquarters in Chatsworth California. (Usually!) Do not serve the lawsuit for "Breach of Contract" by yourself but instead have the Deputy Sheriffs do the Process Service for you (costs about $45-$85 more). Include all COPIES of your documents (include Certified Mail Numbers and copies of the Return Receipt) with the lawsuit (as Evidence) to be served. YOU WILL GET A RESPONSE from the company in a bend-over-backwards effort to making you happy in exchange for dismissing the lawsuit. Be careful here, get everything in writing to your satisfaction that falls within the guidelines of the original contract AND ALL ITEMS MAILED TO DSL-EXTREME MUST ALWAYS BE SENT "Certified Mail with RETURN RECEIPT REQUESTED" - DO NOT USE UPS (United Parcel Service) because the U.S. Mail is officially recognized by the Judicial System (the Courts) when it applies to evidence entered into admission. Additionally, when sending corrospondence relating to the "Start" of the Breach Of Contract, have a person (NOT related to you) prepare a "Proof Of Service" letter stating what the contents of the envelope has (Itemize It) and you keep a copy of that Proof Of Service with each of your letters. Make a Special Folder for everything DSL-EXTREME, date them and keep all rocords safe. IF you agree to using their company supplied "modem, " make sure you keep the original box along with all contents including the packing materials, so that when it comes time to terminating their services, you can properly repack the modem the same way you received it and ship it back with the U.S. Postal Service with a MERCHANDISE/Certified Mail with RETURN RECEIPT REQUESTED. You must keep records of your activity with DSL-EXTREME for at least four (4) years in California (other States statutes of limitations may be longer or shorter). When you think you are done with DSL-EXTREME, be prepared for any inquiries from DSL-EXTREME afterwards, such as "Where's Our Modem" we never sent you. (If they sent you a Modem, they will have a "Tracking Number" and the name of the Carrier on file. Ask them for that information in your letters and when they fail to provide you with such Tracking Information, USE that Failure (known as "WithHolding Material Information") in your lawsuit as evidence. Your response should always be to ask them (politely) to mail all "Letters Of Demands" to your current address of record. (Do NOT give them any address information, let them tell YOU what address they have and you can verify that it is correct - do not add anything.) The Judicial Courts System will NEVER permit "heresay" (phone conversations) to be admitted into evidence. This is why EVERYTHING MUST BE IN WRITING and sent Certified Mail with Return Receipt Requested by someone (NOT related to you) who will provide a "Proof Of Service." If you are wondering what a Proof Of Service is, just google it. Do your research! When you walk into a contract fully educated, you'll stop others from walking all over you. You will be in control. You may even get the monies that you paid to DSL-EXTREME for services NOT rendered along with Court Costs AND the monies paid to file the lawsuit along with the Process Of Service fees paid to the Deputy Sheriffs station. You will be known as a "Litigant" to DSL-EXTREME and they will be afraid to do business with you again. So, afterwards (about 7-9 months later), make sure your Credit Report has nothing negative from DSL-EXTREME posted or you WILL go after them again for "Falsifying Records" on your Credit Report (research Public Law regarding incorrect information on credit reports pertaining to your State of Residence - Google it!). When you think first and think it through properly, you have the power. Trust me, you would not think about walking through a dark, seedy alley without paying any attention to what trouble you might get into half way into that alley, would you? The same goes for any Contract you plan to enter into. They say it harder to get out of a Cellphone Contract Relationship than it is to get out of a marriage via divorce. DO YOUR RESEARCH!

DSL ignored our tickets of inconsistent service for 2 months. They never fixed it so I cancelled. I didn't have any of their equipment thankfully, so I thought that was done, right? WRONG! They are now demanding some $83 now because none of their techs filed me "unrepairable", making me unable to cancel out of contract. Also all our tickets my boyfriend sent in to them to notify of them for our outages have magically disappeared! So I'm getting charged for 3-4 months of absolutely no internet service at all due to a company that ignored us when we tried to contact them on numerous occasions for consistent service? WTF! I might as well be an unsuspecting girl walking into a mechanic's garage with this scam!

I have been dealing with these jerks again and again. September '10 I cancelled and sent the modem back Oct '10. December '10 they send me a final notice that they never received my modem and i owe $99.90. I get papers from UPS with my tracking, signature of the receiver, everything and they tell me I'm good to go, my account is clear. Feb '11 I get a call from collections saying I owe DSL Extreme $99.90. Again I gather all my paperwork and mail, email and fax it. I spoke with billing rep and she said there was no record of a call on Dec 22 '10 but I have record of it on my phone bill. She asks for my tracking number and tells me my account is clear. I explain my situation, thrice burned and such, and she says she'll personally type and mail a letter stating I have been cleared. WTF! They are a dishonest, horrible company. All I can say is just when you think its over, its not!

I am worry now, they ask the same thing, return modem or $99.00 charged, why did we see that 2 years ago? it's totally bummer!

I got on the website and ordered the product. When it came I tried to use their instructions but my computer kept saying thar the program was for a Mac, I have an HP no workie da. I called and talked to the people but even after giving them all the info and the numbers off their box, they still said it would work, wrong. It screwed up some of my programs, so I called them back and found out what I needed to do to send all the stuff back. Now they have sent me a bill for $368.00, 4 months after I sent the crap back. I guess they were still charging me even after they cancelled my subscription, they want a lump sum but as I live on less than 2200.00 amonth they will just have to take payments. I tell everyone I know and some that I don't never to get on with DSL EXTREME as they will screw YOU!

BEWARE! Do no deal with these people! If you try to move or change any of your phone services you will RENEW your contract to another 12 month contract! I called because my internet stopped working after i changed my phone service and they said unless i renewed my contract to another 12 month contract they couldn't give me service but i would still have to pay for it or pay a $250 early termination fee. I'm on a 2nd year with them and i was waiting till july to cancel the service when my contract expires but i can't now. I will have NO internet and they still want me to pay them.