is there an alternative?
Written: Oct 21 '99
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Product Rating:
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Pros: very fast
Cons: AWFUL customer support- the WORST!!!
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| saby's Full Review: Pacific Bell Pacbell ADSL |
We signed up for PAcbell ADSL service as soon as we moved into our new house. The previous owner had DSL already installed so the process was actually relatively painless and even, yes, very quick. We called Pacbell and had DSL installed in 10 days (it can sometimes take a month). We signed up for basic dsl, giving us just one ip address.
Once the basic service was installed- it rocked. It was faster then the T1 at work, and did not clogg up the phone line with a slow dialup. With one phone line my husband could be on the phone with someone and I could be speeding away on the Web using the DSL....what more could you want? Right?
Well then the trouble started. For work purposes we needed to sign up for more ip addresses. This requires calling PacBell and signing up for their "Enhanced" service (gives you 5 ip addresses for an extra $20.00 a month). It took PacBell another 7 business days to implement the enhanced service. Why? Not sure it seems all they needed to do was assign us more IP addresses and turn on a switch at the network offices. The first night it was supposed to work- it didn't. We called tech support and were informed that the entire Northern California area was down. Ok so nothing anyone could do.
The next day the service actually worked. Both my husband and I and a house guest were able to connect and have super fast dsl service, while the other house guest talked on the same phone line. Again- what more could you ask for- we were psyched!! Until the problems began.
The next day (a thursday) the DSL was no longer working. We noticed this late thursday night and called DSL phone support to let them know. They informed us there were still network issues from the outage earlier in the week. They said to wait and it would be back the next day. We waited. It was not back then next day. We called again. they filed a report and told us to wait again- that someone would look at it and it should work then next day. We waited. Now its sat already. We call again. Another red flag is raised, we talk to a supervisor, and they assure us that they have escalated it to the highest level. They tell us to wait again. Let me just add at this point that every time we call thech support we first need to sit on hold for about 20 - 40 minutes, just to talk to someone.
Ok by this time its Sunday. we have been out since thursday. Still no dsl . Again - call tech support, wait on hold, talk to a supervisor. Finally it occurs to someone that maybe we need a technician to come to our house.
Me:"Ok fine send one."
Tech Support: "oh we can't do that the phone company needs to come out"
Me "the phone company?- arent you the phone company? Isn't this pacbell?"
Tech Support: "Ummm no well just call this 800 number and get a work order."
Ok so now we have established that Pacbell is not actually providing the DSL service. I am told I can't call the maintenance department till Monday. I call Monday. they fill a work order and tell me it will be fixed by the evening. I call back Monday at 4:30 pm. to make sure it is getting worked on. I am on hold till about 5:30 at which point I hang up and call back. I get a message saying they are closed....so a technician put me on hold AND WENT HOME FOR THE DAY!!!!!!! I go home - no dsl.
So by Tuesday I am livid. I spend about 4 + hours on hold calling every number I can get my hands on. I talk to supervisors, I talk to marketing, I talk to maintenance, I talk to billing. Finally at 6:00 pm after 5 phone calls and hours on hold I talk to someone who is actually fixing it. She claims it will be fixed. Then we go home- and our phone is out. Great! We cant even call now. Finally about 9:00 pm the phone comes back on, and the dsl service is also back to working order.
So now we are happy again- using our speedy service that rocks- ONLY when it works. I would love to change to someone else- but unfortunately there is not really much choice. If I cancel PACBELL i need another service which will take weeks to get set-up, will require more set-up fees, and will be more expensive (PACBELL"s service is very affordable).
And that is my PACBELL horror story. But what can you do? I am struggling to find an alternative, but I have to admit I am addicted to DSL when it works, and fear canceling and going through similar issues with someone else. Kind of a catch 22.
Recommended:
No
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Epinions.com ID:
saby
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Reviews written: 11
Trusted by: 32 members
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