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2.6 33 Reviews

DSL Extreme Complaints Summary

13 Resolved
15 Unresolved
Our verdict: Dealing with DSL Extreme, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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DSL Extreme reviews & complaints 33

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8:06 pm EST
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DSL Extreme Poor Customer Serive

I ordered DSLXtreme on the word of Leo Laporte. He's a popular Tech advice guy. I started my order in January of 2010. On the initial call I was quoted speeds up to 6mbps and told that it would be 5 -7 business days. When a week had pasted while I was still awaiting an active line they called back and said that only 1.5 mbps was available in my area. Out of frustration I cancelled the order. I searched for another provider but in this area it's only DSLXtreme and AT&T. At&t would only provide a 786 mbps line so I had to go back to DSLXtreme. That was well over a month ago and I have yet to get an active line even though I've requested service again. I'm told day after day that it's an "error code 50" and and that AT&T is holding everything up. As an AT&T phone customer I called and asked what the hang up was - they stated that since I was not a DSL customer of theirs their was nothing they could do, but the tech said an "error code 50" should take no more than a few days at best. Feeling swindled I called DSLXtreme and asked what the deal was. I was transferred and hung up on, I was told "we'll e-mail you with a due date" (nice how do I check my e-mail with no service?) and essentially treated like I was nothing more than a burden to them. If I had another option I would jump in a second. Cox internet is coming to this area due to me, but that's going to be a little while.
I can not and will not suggest DSLXtreme or AT&T for any services period. Stay as far away from these companies as possible and if you have stock - sell it.

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10:45 am EDT
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DSL Extreme COULD NOT TERMINATE SERVICES

Found DSL EXTREME online when looking at the most cost effective service which at the time it was. Had the service for a year and it actually worked. About 5 months ago I was fortunate enough to find a home for myself and my children. When I moved in, I tried connecting the modem to use the internet. Found out that there were no services available in the city that I now am in. Contacted and spoke with the manager about canceling my services. He said that he could not do that and I have the option in either paying out the remainder of my contract which was another 5 months or be charged a cancellation fee. Let him know that I felt that it was ridiculous that I had to pay out my contract eventhough they were not able to provide me a service. He proceeded to read what was on the contract. Nevertheless, I was very upset at this since I felt as a consumer, I was being taken advantaged of. I understand that I was in a contract, however, there should be some way for the manager to take it case by case. In this situation, it was not my choice to sign up for new internet services that actually worked in my area on top of having to pay for additional services, at DSL EXTREME that I couldn't even use. It is ridiculous! Once I hung up with them, I emailed the Consumer Affairs about this complaint in which I was redirected to the Attorney General in charge of Utilities. To make matters worse, I tried calling customer service today and she is telling me that I need to either email, fax or write them to cancel. Can they make it more difficult for consumers like me to cancel. Needless to say, I am extremely upset and disappointed in how I was addressed when trying to cancel services that I do not need. I plan on taking them to small claims court. I am also going to use the complaints on this site as proof that it is not only happening to me. Thank you all for taking the time to hear my case before it goes to court. Companies need to always do what is in the best interest of their consumers to avoid their day in court!

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mondo-oso
Shady Side, US
Nov 08, 2011 10:39 pm EST
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I have their service in MD (near Annapolis) and am having similar trouble disconnecting their service. We were completely without any internet service last week for 4 days, so my wife signed up for Comcast (she must have internet for her job and university work). I explained to them that they have not provided me with the agreed upon upload speeds in my contract, and that I had this same issue with them back in July. They keep pushing me back to their tech support team to have them verify the problem even though I have lots of measurements over the last 2 months showing they haven't been meeting their agreed specs. Customer service keeps insisting that I will have to pay $250 if I terminate early because I have a year contract (and we're about 7 months into it). I keep insisting that THEY (and Verizon) have not kept their end of the agreement with the poor upload speeds I continue to see. Back in July and August they spent about 4 weeks diagnosing the trouble, got it working well for a month, and then it went back to the same old crap. These guys are scammers. Their support never call back when they say they will, AND they have called me after 11:30 PM at night (3 times now) to talk about the problems! I'm ready to post a complaint to the FCC or FTC...

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4:00 pm EDT
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DSL Extreme Dishonest company - STAY AWAY

If you sign up...eventually...YOU'LL REGRET IT!

So...after hearing a radio tech person tout how this is the greatest company in the world, I signed up both my mother and mother-in-law for service.

At first, no problems, although the speed was NOWHERE near what they advertise. The problems came after several months. Both my mother and mother-in-law started having severe speed issues. We're talking WORSE than dial-up. Speed tests consistently proved this. Tech support is beyond awful. First, they tell you it's your computer. Then, it's a problem with the modem, (and they make you pay for another one). Next, it's a problem with the phone lines, etc...etc...etc.

The bottom line is that for two separate accounts, (both with identical problems although they were in different cities) we had to put up with it, or pay the $250 cancellation fee.

Enter the mess that cancelling the service became. Once the contract ran out on both, I tried to cancel via their live chat. Nope...you have to call them, where they repeatedly try to get you to renew. I then told then I already had another isp, and cancel it immediately. Nope. They said cancelling it could take up to 30 days, and in the meantime, you are being charged. They also, (over the phone) tell me to send the modem back immediately, or they will charge $99 each. OK, I hustle to the Post Office and send them back the same day, (I have two witnesses by the way).

11 days later, I get an email saying suggesting that I send the modem back with a tracking number. Huh? I already sent it back, and haven't heard anything from them after 6 months, so figure everything is fine. No new charges on my credit card, so they must have received it.

Nope...for BOTH modems, they claim they never received them, and all of a sudden there are now bill collector calls like crazy. This is after not hearing a peep out of them for 6 months. We ended up having to pay for the two modems, which we did not have, and according to them, were "defective".

I now have signed up for a different isp, same phone lines, same computers, and absolutely no problems at all.

None of their so called "contract clauses" was explained when I signed up, or I would not have. This is a deceptive, devious company, and shame on the radio station dj who keeps encouraging people to sign up with them.

1. When you sign up, they do NOT explain that you don't get a free modem, you are leasing it, (advertising says it's free)
2. When you sign up, they do NOT explain the fine print. You find out about that when you try to cancel.
3. The internet they provide on their lower priced package is NOT high speed. Speed tests for two different residences in two different cities showed it's worse than dial-up. Multiple people have reported this.
4. When you cancel they do NOT explain that you have to get a tracking number, otherwise when you send in your modem, they'll pretend they didn't receive it, and will charge you $99

I suggest that anyone who has problems like this report them to the Better Business Bureau, and contact that radio station telling them what your experience was. It's the only way to stop these jerks from ripping people off.

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1:17 pm EDT
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DSL Extreme charges for inquiry only

I went online to "inquire" about switching from high speed cable to DSLextreme that is advertised by tech guru Leo Laporte for DSL for 14.99 a month. I was advised by DSLextreme that their service was not available in my area and also that the former resident shows up having not cancelled their Verizon Fios service. I was happy to then stay with Time Warner & so we did. 2 months later I got a "welcome" email from DSLextreme saying that I now have service and that to cancel service with them I had to pay the "early termination" fee of $250.00-WHAT?
So I have saved all my emails from & to them, made records of who I spoke with but "their records" don't show that I cancelled. So I am the better record keeper. This past weekend I see amounts from DSLextreme on my bank account in several small amounts, not the threatened $250.00-why did they do this? BofA advised me that the EXACT amount is what they are looking for to Stop Payment. So now I have filed a claim with my bank and have closed that account to avoid being charged for services I NEVER authorized! Not only is this a fraudulent company but they use tactics that are predatory and I have the email correspondence history to prove that they want to force their service on me at the higher rate. They do not have my voice recorded authorizing this amount (why would I choose a more expensive service than my current cable anyway, who does that) and who can go 2 months with NO INTERNET at all which is unheard of?

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8:26 am EST
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DSL Extreme They have charged my bank account $253.69

I moved in mid April, 2009, and went to dslextreme.com to move my service from my old address. Website said that their service was available at my new address. When I called for further information, I was told that they couldn't give me service at my new address and that I had to call Verizon. Didn't want to call Verizon - I hate Verizon. They told me that was my only option. Called Verizon, they confirmed that I couldn't get DSL at my new address because prior occupants had Fios installed. Signed up with Verizon since DSL extreme didn't offer fiber optic. Called DSL Extreme back to let them know that I did what they recommended. I was then told that since I canceled my contract with them, I had to pay the contract! Seriously? I wanted their service - they said they couldn't provide service. Didn't they cancel the contract? Now they have charged my bank account $253.69. They keep insisting that I canceled the contract. I don't think so!

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Pham in Bay Area
Fremont, US
Aug 17, 2011 3:31 am EDT

I switched from AT&T DSL to DSL Extreme after my 1st contract is up. It turns out a huge mistake for leaving the average ISP to the worst of it kind. I ordered on Sunday online and get email confirmation of activation day on Wed. I spent endless hours from Wed to Friday on the phone with 2nd level tech support to resolve the internet connection problem. We went through the same procedures to shut down the PC, Laptop…and cycle the modem you can name it all. 6 different calls to six different Tech Supports still give no hope. I also have to take Friday off in order to talk the support in Philippine. If I call during after 5PM then they will make excuse that AT&T tech support is not on call to fix the line. In the other word they have no clue what to do with the issue I have. I have to get connection to internet to provide 24/7 support my work. I cannot just drive to work to resolve any DBA call after hour. I decide to cancel the signup and shop elsewhere for broadband. Comcast did get me online on Saturday. Wow, Under 24hr and I back online with Cable modem. Now I found out DSLE bill me $250 for ETF. Is this really legal to do in this country? How can they charge custom for a service and cannot provide the service? We are better have a class-action suit against this ###. STAY AWAY from DSLExtreme if you can. Or any companies do not have a grace period for cancel a contract.

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k4rm4
Redlands, US
Jul 25, 2011 4:19 pm EDT

Already files a complaint with BBB. I started getting billed when they were NOT AUTHORIZED TO TURN ON SERVICE. I was very specific about this because I needed a dry loop and had to wait for Verizon to do it, which they never did. A lady named Monique Green took my information, assured me that she would wait for my call. All of a sudden, after 20 calls (no, not an exaggeration!) they turned on my account and started bill slamming me by mail and email. Every call would end up with "We are sorry Mr. S., it was a mistake. Please disregard the bill. This month I got a $400 and all of a sudden, they've changed their tune, saying, "You authorized the service and you have to pay." DO NOT DO BUSINESS WITH THEM. You have been warned. Call center is in the Philippines. Good luck getting things resolved. See you in court DSL Extreme AKA - IKANO COMMUNICATIONS, INC.

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Yvonne Dipre'
North Hills, US
Jun 16, 2011 1:53 am EDT

A year ago i ordered DSL Extreme SVC for my home . I originally had United Artists{SoCal} Then Aldephia was pick up by Time Warner, I heard that DSL Extreme was the best. :( No. 1 there are no TECHs ON SITE, you the customer must do it all ! The Tech walked me through every step via telephone and determine It could not be installed he would cancell my order and I could return the emodem.Sorry, No problem. Wrong? for six months they withdrew funds from our checking account. through direct payment via Bank of America. I explained I was currently on T.W. Cable and they sent me a second modem and and we took it back and finally after 7 month theyy stopped.

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Tutumama
Los Angeles, US
Apr 21, 2011 5:15 am EDT
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I have had DSL Extreme since June of 2010. Since that time periodically I have no service for days at a time. This month, April 2011, I have had no service. I asked to cancel my contract and was told I had to pay $250 for breaking the contract. Who's breaking the contract? I asked. DSL Extreme for not providing me the service I had been paying for, I told the person in the Philippines who was purportedly providing me customer service . They would not transfer me to a supervisor and so I decided to pay off the balance of the contract and be done with them. I was told I couldn't do that without paying the $250 penalty. At this point these ludicrous statements coming from the billing person just proved to me that they knew nothing about the responsibilities of the parties to a contract. As I said, I paid off the contract and then filed a complaint with the Better Business Bureau. They are very responsive to consumer complaints and I suggest that anyone with a problem with DSL Extreme contact them online and file a complaint. I am just crossing my fingers and hoping these underhanded idiots don't fleece me for the $250 cancellation fee. With their level of intelligence and lack of scruples, I wouldn't be surprised.

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fedupnow
Camar, US
Sep 07, 2010 2:04 pm EDT

They made an attempt to charge me an early cancellation fee of $200.00 for a service I didn't order. I told them they could take me to court for the final amount ($50.00) They have been wrong every step of the way...you say class-action? I say, let me in...I have all the emails and correspondence to back my story!

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fedupnow
Camar, US
Sep 07, 2010 2:02 pm EDT

Even AFTER I received an email assuring me that "I was right all along" and the credit was made to my account and my account was CLOSED...dsl extreme had the gaul to send me to collections? Why?, you might ask, as did I? Well it would seem they credited my bank twice for the amount they already charged me. Not once, but twice they credited me! How is this MY FAULT?

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doyoudharma
Rancho Cucamonga, US
Aug 24, 2010 4:02 pm EDT
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I can't believe someone has not filed a class action lawsuit against this company. I highly suggest anyone having problems to file a complaint with the better business bureau

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K Ratcliffe
Marina Del Rey, US
Mar 12, 2010 11:48 am EST

I am actually going through a very similar thing with dslExtreme right now. I pre-qualified at my new address and signed up for 3000/512Kbps plan.
Speeds were terrible my first day 0.01mbs.
I called customer support and they said they would look into it. 15 minutes later I had no service at all. This has been like this for a week now. They had sent a Verizon rep to check the line when I started my service and I receive confirmation that all was good.
They sent another Verizon rep out yesterday and he explained I was to far from the Verizon station to get service.
Called dslExtreme to cancel the order as they can't provide service to me and they are charging me the $250 cancellation fee.

They explained it's part of their terms of service. They only agree to possibly provide access upon placing your order.
They have given me the options:
1. Pay the $250 cancellation fee
2. Downgrade my service (dial up - A $50 fee to downgrade and $9.95 a month annual contract = $170 + the original months fee for DSL service)
3. Let my contract run it's course (Paying the monthly High speed dsl fee for the year), have no service through them and use a different company.

Either way I look at it I am out $250 for 1 days service at 0.01mbs

This is the worst business I have ever dealt with. Not the worst internet service company, but the worst company in any kind of business.

Very unhappy and dissatisfied.
K Ratcliffe
Marina Del Rey, California

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4:04 pm EDT
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DSL Extreme Unathuorized charges

I moved in mid April, 2009, and went to dslextreme.com to move my service from my old address. Website said that their service was available at my new address. When I called for further information, I was told that they couldn't give me service at my new address and that I had to call Verizon. Didn't want to call Verizon - I hate Verizon. They told me that was my only option. Called Verizon, they confirmed that I couldn't get DSL at my new address because prior occupants had Fios installed. Signed up with Verizon since DSL extreme didn't offer fiber optic. Called DSL Extreme back to let them know that I did what they recommended. I was then told that since I canceled my contract with them, I had to pay the contract! Seriously? I wanted their service - they said they couldn't provide service. Didn't they cancel the contract? Now they have charged my bank account $253.69. They keep insisting that I canceled the contract. I don't think so!

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joeshmo
, US
Nov 02, 2011 9:24 pm EDT

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.

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Vizzake
, US
Aug 11, 2011 4:28 pm EDT

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.

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2:00 pm EDT
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DSL Extreme billing fraud

Like everyone else, thought that I was getting a good deal. this system never worked, and paying a tech $500.00. he could never get it working this was 2 weeks in works, I cancelled the service, they told me they would wavie the contract for one year. I lost 2 phone numbers that I had for over 10 years, But, when on back to Verizon, now, 1 yr later I rec a demand for payment for $ 362.71, tried to email them (Ha) and tried to get their cust service, waited for 1 hour, and was told they do not talk to people on the phone that are in collections, I am filing a complaint today with PUC/LA County DA fraud and will check with attorney for other actions. RIP OFF.CAN NOT BE TRUSTED.

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minerv
Mountain View, US
Jan 19, 2010 8:04 pm EST

I agree, I thought because of the name it seems reasonable but DSLextreme is extremly fraudgelant. They charged my card with permission, taking 60 dollars without consent after I asked for no dsl modem. They also tampered with my emails, and canceled my service on purpose. It is in the category of bux.to where people send money to get money. I reported both sites to the government. Bux.to was taken down, DSlextreme WASNT. Someone needs to do something about this. THIS IS WRONG THESE PEOPLE ARE LITERALLY LEECHING MONEY FROM PEOPLE THEY DONT KNOW.

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DSL Extreme Poor service

Absolutely the WORST customer service ever - we signed up my sister-in-law in Sacramento 3 weeks ahead of time so we could go up from Southern California to get her started on email. We got 3 confirmation emails from DSL Extreme and modem mailed to her. Once we arrived..no service! After two hours on the phone they couldn't tell us why - just that it was in their "order" dept and they were closed on Sunday. Having to leave the next morning by 9 a.m. to get back home they promised to call us at 6 a.m. when they opened - not only did they not really open at 6 a.m. but had a recording they opened at 7 a.m. except at 7:15 we were still getting the recording they weren't open yet. Finally got another tech person but they couldn't get through either - by 8 a.m we gave up and cancelled the order.

Sadly we never got any service for her and had to leave - we couldn't even get a competitor to provide for another 3 weeks because DSL extreme wouldn't cancel the order with AT&T so that another order could be placed!

Took forever to get the refund on the modem once it was returned (immediately by the way) and then blamed OUR CREDIT CARD company...stay away at all cost! Unless you like being frustrated, lied to and disconnected!

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cthpham
, US
Apr 10, 2011 5:01 am EDT

(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.

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DSL Extreme Poor business tactics

For two years I DSL Extreme internet service. I had decent service (although more expensive and slower than I would have liked)while I had DSL Extreme, but when I canceled it to upgrade to AT&T with a wireless modem, the obstacles and fees were unexpected and cumbersome. First I was charged extra fees to change service in the middle of the month, even though I gave them notice. Secondly they were going to charge me a $100 fee if I didn't mail back their two year old outdated modem that did not have wireless capability... at my cost. I got the address to send it to, packaged it up and sent it out USPS. I decided at the last minute to mail confirmation receipt because I did not have any confidence I would get credit for the unit I was returning after the frustration I had experienced on the phone with DSL Extreme representatives. Sure enough, I was billed a couple of months later and told unless I had PROOF I had sent the unit out I would be charged. Lucky for me I foresaw the inefficiency, if I hadn't I am sure they would never have acknowledged the receipt and ruined my credit if I did not pay the outrageous fee they charged for obsolete equipment. I was not impressed and would never consider using their service again.

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DrJ909
Barstow, US
Oct 01, 2009 5:50 pm EDT

They the worst and should be shut down immediately.

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DSL Extreme Scam charges

I answered a add on dsl extreme because it was a cheap rate, and before I disconnected my primary dsl with Time Warner.

Because the purchase was more then 22.00 dollar I had by law in california 3 days to accept or refuse the offer regardless of the any other contracts they my have required me to sign. With in on day when I recieved the Modem it would not connect on line. First dsl extreme told me my problem was the telephone lines, and I had to have that fixed, I call and had a line check immediately, then the next thing the technicans told me it was my router, I when the next day purchased a new router, and till I could not get email, this was when I cancelled.

They said give a little more time and we will fix this, I agreed for just a few hours more. They failed I demanded they cancell, and then they told me I owe them 350.00 more because I sign up for 12 months. I explaine that not allowed by Cal laws, and I have cancelled two time, and you still are not listening. I sent them there Modem back and paid the shipping, and got a email confirming they received it. Then my credit card keep getting billed until I refused to pay any more. They collected almost 200.00 plus the installation fees, and Now they sent me a final notice or else I will go to collection. At this point I still will not pay that until I find a court that order this. Once I get a collection notice I am filing a small claim for the money they keep billing my credit card for. Nothing was wrong with the phone line, a added charge, nothing was wrong with my router, and I a added charge for a fast modem was 109.00 dollars more.

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myn123
Rosemead, US
Jul 03, 2009 4:56 pm EDT

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.

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DSL Extreme No customer service

I answered a add on dsl extreme because it was a cheap rate, and before I disconnected my primary dsl with Time Warner.

Because the purchase was more then 22.00 dollar I had by law in California 3 days to accept or refuse the offer regardless of the any other contracts they my have required me to sign. With in on day when I received the Modem it would not connect on line. First dsl extreme told me my problem was the telephone lines, and I had to have that fixed, I call and had a line check immediately, then the next thing the technicians told me it was my router, I when the next day purchased a new router, and till I could not get email, this was when I canceled.

They said give a little more time and we will fix this, I agreed for just a few hours more. They failed I demanded they cancel, and then they told me I owe them 350.00 more because I sign up for 12 months. I explain that not allowed by Cal laws, and I have canceled two time, and you still are not listening. I sent them there Modem back and paid the shipping, and got a email confirming they received it. Then my credit card keep getting billed until I refused to pay any more. They collected almost 200.00 plus the installation fees, and Now they sent me a final notice or else I will go to collection. At this point I still will not pay that until I find a court that order this. Once I get a collection notice I am filing a small claim for the money they keep billing my credit card for. Nothing was wrong with the phone line, a added charge, nothing was wrong with my router, and I a added charge for a fast modem was 109.00 dollars more.

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DSL Extreme Terrible service!

DSLextreme has TERRIBLE customer service! I was a customer for several years and suddenly found myself without internet service. I called DSLextreme's technical support number and after a looong wait on hold was finally told that I needed to have a re-connect order submitted. What the technician failed to mention was that he couldn't submit a re-connect order, only billing could so I was without internet service for several more days until I called back and was told that only billing could help me. So I called billing and: was endlessly put on hold, transferred from one person to another having to explain my problem every time, hung up on, told "I'll be right back" only to be placed back into the, "Your call is very important to us..." limbo for (no exaggeration) 25 minutes! When I finally reached a supervisor and explained to her what I had been through, her answer: "Sorry, that's just the way it is." I asked her if I was going to be charged for the now 2 weeks I had been without internet service and of course was told that, yes I was still paying for non-existing service. The final straw was when I told the supervisor to cancel my account and was told that she was not able to do that, I had to send a letter or cancel via my non-working internet service. Do yourself a favor and STAY AWAY from Dslextreme!

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bretiredcop
, US
Feb 18, 2010 7:49 pm EST

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.

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tom111
Los Angeles, US
Jan 06, 2010 7:59 pm EST

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.

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bretiredcop5
Whittier, US
Jul 13, 2009 2:07 pm EDT
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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.

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danielle
,
Oct 06, 2008 8:30 pm EDT

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

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m hopkinson
Las Vegas, US
May 05, 2008 6:21 pm EDT

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.

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DSL Extreme Never trust DSLExtreme.com

DSLExtreme's service was intermittent at best but I canceled my service because I moved. When I called to inquire how to return the company's modem, I was told I should wait for a box to be sent to me. I waited a month but the only thing that came was a demand letter for payment for the modem. I called again and was told a box had been sent, but that another would be forwarded to me. After another month, it didn't come. Only a second letter saying my account had been sent to the collections department arrived. Last email to collections resulted in a message and another phone call where I was told that the company's contract says it's not its responsibility to send a box to return the modem.

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ken koprowski
dunkirk, US
Oct 11, 2023 9:01 am EDT

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...

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Anne Hosier
, US
Jan 20, 2018 4:46 am EST

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.

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tiggywinkle
, US
Aug 15, 2015 11:32 pm EDT

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.

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fantasywriter
Los Angeles, US
Nov 11, 2014 3:12 pm EST

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.

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greggdluis
Torrance, US
Jun 07, 2011 8:01 pm EDT
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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!

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Unsatisfied and feel scammed!
North Hollywood, US
Feb 18, 2011 10:36 pm EST
Verified customer This comment was posted by a verified customer. Learn more

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!

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Sandygirl
San Diego, US
Feb 17, 2011 9:14 pm EST
Verified customer This comment was posted by a verified customer. Learn more

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!

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Qui Le
Garden Grove, US
Dec 03, 2010 9:22 pm EST

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!

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Dusty60
Amarillo, US
Jun 03, 2010 6:25 pm EDT

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!

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Dslextremelysucks
Los Angeles, US
Jan 15, 2010 4:47 pm EST
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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.

DSL Extreme Customer Reviews Overview

DSL Extreme is a popular internet service provider that has been providing reliable and high-speed internet services to customers for many years. The company has received numerous positive reviews from satisfied customers who have praised its fast and reliable internet speeds, excellent customer service, and affordable pricing plans.

Customers have also appreciated the company's easy-to-use website, which allows them to easily manage their accounts, pay bills, and troubleshoot any issues they may be experiencing. Additionally, DSL Extreme offers a range of internet plans to suit different needs and budgets, including DSL, fiber, and wireless options.

Overall, DSL Extreme is a highly recommended internet service provider that offers fast, reliable, and affordable internet services to customers across the United States. With its excellent customer service and easy-to-use website, it's no wonder that so many customers have chosen DSL Extreme as their preferred internet service provider.
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