Zoom Zoom Zoom (updated)
Written: May 06 '02 (Updated Feb 06 '04)
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Pros: Fast, easy, reliable
Cons: Cincinnati Bell coordination of internal services
The Bottom Line: Fast, reliable;makes Internet experience 10X more enjoyable. If you spend>one hour/day online, it's worth the extra $19 a month(dialup@$22) Pre-sale and install help is good. Post-sale is average.
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| vickieander's Full Review: Cincinnati Bell Zoomtown |
2/2004: I still like Zoomtown. I've experienced very few problems. But when I need support, it's just not there. But I've found literally no one in the industry who does a great job with post-sale customer support. It's such a shame. The FIRST provider to offer great customer service will get may business ---> I don't care what it costs. Zoomtown customer/tech support reps seem hurried and abrupt and lack that all important ingredient, empathy. They lack the basics in customer service. "Hello Ms. X, how can I help you today?" "Oh. I'm sorry you are having trouble." But I could forgive the basics if they actually walked through leveled assistance - "I can't help. But let me open a call report and move this to the next level." But, no, it's just "Call someone else, maybe Microsoft." Anyway, customer/tech support is not great. It's a good thing I don't need them very often.
Original:
Since December, 2001, I've enjoyed my ZOOMTOWN aDSL connection.
Before making the selection I considered RoadRunner, Time Warner Cable's highspeed Internet access. Their television commercials lead me to believe they were much, much faster. Ultimately, I chose based on price and ease of installation -- Zoomtown was $10 less per month than RoadRunner and I didn't have to have an extra cable line installed. An extra cable line would've been about $70.
The only confusion during Zoomtown installation was whether or not someone had to come into my house to remove something from my call box. As it turned out, they didn't. What bugged me is that I really didn't need to be home; but, they couldn't advise me of that in advance. If they would've explained what they were looking for I could've told them. But, it was Cincinnati Bell repair who had to come out and they aren't in the same office as Zoomtown folks. So, I THINK the Zoomtown staffer just didn't know and did not have access to the repair staff.
I received the free hub, installation guide and free filters for my other telephone lines by mail in five days. They had the "thingy" checked on my phone and I was ready to go in seven days from the first contact.
I installed everything in less than one hour. The documentation was perfect!!!
(If you aren't comfortable installing the card, they'll do it. But if you can follow directions and aren't afraid to open your computer chassis, you can do this! Installing cards are a little tricky to get seated. Mostly, the fear is pressing too hard - the tip is to angle it a bit. I was taught to stay grounded when I open the chassis [hold onto the frame before touching anything] to avoid zapping something with static. But that's not mentioned in the documentation. Maybe it isn't a concern anymore? I don't know -- but this is off topic.)
I've been trouble free since day one! YES! Trouble free since day one! I simply can't believe it. In my experience, so few things related to PCs work this well.
I've had a question or two and got through on the telephone first time, no waiting. Technical staff leaves a little to be desired when it comes to customer service; but, hey, they are techies and as long as the answer is right I don't care.
My voice telephone went out in February but Zoomtown kept working. When I enquired by email, I just wish Zoomtown and Cincinnati Bell Repair had some coordination of services going on. I had to deal with both of them separately to determine who should come visit on the repair. No one was sure who's problem it was. Since Zoomtown was the new guy, I thought perhaps the install was conflicting with voice. It turned out not to be so -- it was a physical problem in the junction up the street.
Now when I see the television commercial for RoadRunner that does a side-by-side screen load comparison against Zoomtown, I can see that RoadRunner exaggerates their claims. I am thrilled with the speed of Zoomtown. My Zoomtown loads as fast as the RR does on TV.
I do enjoy the increased speed for downloads - what used to take hours at 56K now takes two or three minutes. And, I often watch live and recorded webcasts which are now smooth and fast and audible.
I chose FUSE as my Internet Service Provider -- Cincinnati Bell, too. Not a single complaint. Reliable email. Never have had problems like I had with AOL and MSN email. They offer web based which I use when traveling but I use Outlook Express at home.
Coming from slugs of 56K, AOL and MSN, I'm in CYBER HOG HEAVEN! I couldn't be happier.
Zoom! Zoom! Zoom!
Recommended:
Yes
Amount Paid (US$): 41
Version Number or Year: 2001
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Epinions.com ID:
vickieander
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Location: USA
Reviews written: 12
Trusted by: 0 members
About Me:
45 years of life experience as a wife, stepmom and business woman
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