DSL Extreme Complaint - Intermittent Connectivity & Service
CHATSWORTH, CA -- I have been a customer of DSL Extreme since April 2010. During this time, I often had connectivity issues; complete black outs in service and found myself more frequently using my neighbors WiFi. When I called DSL Extreme for “Tech Support”. I would end up being on the phone for long periods of time with, “Techs” that were clearly untrained to handle these types of task and would admit they reading from their direction booklets. Never during any of these reported issued was there a sincerely attempt to apologize or compensated me for the lack of service. Rather, DSL Extreme would blame Verizon phone lines for the interruption. Of course, when I reached out to Verizon… Verizon made it clear that if I had a dial tone.. I would have Internet service and referred me back to DSL. Recently, this became a common event and I would frequently have to reach out for even more support. On August 4th I received a notice stating my service was in jeopardy of being disconnected if I did not make a payment by August 10th. With a busy schedule, I was not able to make the payment until the 12th. I notice no service interruption and assumed that I made the grace period. By the 14th, I did notice more intermittent service but was still getting my email. I finally had the opportunity to call in on the 16th only to be told that I never had Internet service (or at least that’s what the Tech said). I challenged the Tech and explained that this was incorrect and even read off a ticket number from previous case where service was having interruptions. The tech continued to argue with me and made it very clear the entire time that he had better things to do then help me. Huge sighs, breathing hard, continued to cut me off.. I finally called him out and asked him if he had a problem handling me or and other customer issues. When I confronted him about tone and manner he was speaking to me in, he did not deny it! That night with my intermittent service (the one the tech said I did not have) I sent DSL customer service my concern and asked that they call me back. After two days of waiting for a call, I called DSL Extreme. During this call to customer service, the representative struggled to find me basic account information and then out of no where she stated that my account was only set up for email service at $34.99 the entire duration of service. Again, I pointed out several other calls and previous issue. At this point, the representative stated that she would call me back after she spoke to a supervisor to find out what the problem was. Two hours later, I received a call back from the same Rep bluntly informing me that my service was disconnected as of the 10th for non-payment. When I explained 1) I still had service, 2) I made the payment already and 3) my next payment wasn’t due until September 3rd, the representative stated that my payment has been returned and to check my bank statement “online”.. Of course the payment is not there as of August 24th. All I can say was, “WOW”. After a year of being their customer, they didn’t even try to resolve the issue or keep me as a customer. All in all, I have to say good ridden. I had Cable Internet installed today at the same price of their weak DSL service.. Thank you DSL Extreme for helping find a new “Better” service provider!.