Direcway Complaint - Poor service
OKLAHOMA CITY, OKLAHOMA -- I ordered Direcway two-way system because I could not get DSL or cable in my area. I had read all the Direcway claims on their web site. I talked to their sales channels and they guaranteed speeds higher than dialup and being always connected. I ordered the package and it was installed. Right from the start I knew there was problem with Direcway when the technician could not start the service because their registration server was down. I was told to try again the next day. I did that and finally after six days past the installation I was able to get connected to the registration server and start the service. That is when all the problems started. Within the first two weeks I barely used the service more than 5 hours. It kept losing connection with the server (TX code 10). I tried to call the technical support every day at different times but got tired of waiting in excess of 30 minute with no human being answering the call. Finally after two weeks I decided to stay on the phone as long as I took until someone answered. After 48 minutes when I was connected to TS (Joe). By then I was ready to cancel service and get my money back since it was still within the 30-day trial. However they informed me that I (not the installer) have to take the equipment down, box it up and send it back for a refund without the reimbursement on the installation, which was $100. I called their installers and they were going to charge me another $100 to bring the junk equipment down and pay an additional $100 for packaging and shipping. So now I was in for $300 and still under 2 weeks of service. So I decided to keep it in the hopes of the problem fixing itself. NOT SO. It got worst. I was able to call tech support again and after 1.5 hours of waiting and talking to some rude Asian Indian guy, I was told that I have too many applications on my system (Not TSR I might add which means running in the background) and to uninstall them. I argued with him to no avail and he finally hang up on me. I have a retail PC manufacturing business and I knew, that did not make any sense. If I had told that to my customers every day I would be out of business in a week. However to prove the idiot wrong I went one step further. I built a brand new system with a 2GHz processor and 512MB of memory windows 2K and no other application loaded. Not even an antivirus program. I wanted to know how long it would be before I experience the same problem. Anyway after two more days of trying to register again I was back on line. Less than 10 minutes after I was on line it disconnected me with the same message. I tried to get in touch with them but was not successful within the first 40 minutes.
The next day I contacted them and after being told to disconnect all the cables and running the tests and trying different SAT settings. I was back on line but before long I was disconnected again. I have now had the service (no service) for 8 months and every day this is happening without exception. I have 17 Case IDs (these are the actual number of times I stayed on the phone to talk to someone), Have talked to many entry level support people and am yet to be able to get up the ladder to the high level tech support if they even exist. During all these calls never once my end of the equipment or PC was the problem. My recommendation to people is to live with your dialup connection because it is more reliable and less frustrating. At least you expect it to disconnect you from time to time. As far as the speed is concerned I donít know what to say other than I use my dial up account more than this junk. I think it should be illegal to provide such substandard equipment and service and be able to charge for it.