butterfly10 Review by butterfly10
UPDATED: 325 days ago
member for 325 days, 3 visits, last login: 322 days ago
 Covina,Los Angeles,CA
 $15 per month (12 month contract)
 Verizon (ex GTE)
 "The price is good--but negated by the time spent on hold."
 "Liars, NO tech support, promise what they can't even provide."
| Pre Sales information:
Install Co-ordination:
Connection reliability:
Tech Support:
Services:
Value for money:
(ratings well below consensus)
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I have spent hours and hours on hold with this company. I tried to get what they refer to as "dryloop" which is what they call it when you get DSL with no phone service. I had NO DSl for at least a month. They keep billing me and threatening me-but won't take the time off that I had no internet at all. They actually threatened to shut off my DSL when it wasn't even working! I asked them how they could shut off what I don't have??? Yesterday I called and talked to "Alfredo" probably not his real name and he said he was going to review my account- he came back after 10 more minutes on hold and said that I didn't attempt to troubleshoot the problem enough! Are you kidding?!! I have called them so many times it's ridiculous! I've talked to Jared, Lili, Steve, Juan, Michelle and chatted with Denise online (just to name a few.) Keep in mind you don't get to talk to a person for a minimum of 45 minutes each time. When I told "Alfredo" that I was going to put a review on every online site that I can find-he laughed! They say that they will call you back or have a supervisor call you back and nothing! They are liars. This is the worst run company that I have ever seen in my life. $15.00 a month sounds good-but like my mother told me-"if is sounds too good to be true-it probably is."
I thought Verizon was bad-now I think they're pretty good. I also wanted to mention that the last person that I spoke to at Verizon said that they don't even offer dryloop to "subsellers" such as DSL Extreme. Another person that I talked to at Verizon said "why should we help you so that you can shut off your Verizon phone service?" I got a conflicting story every time I talked to Verizon or DSL Extreme.
I gave up on ever getting dryloop from DSL Extreme and Verizon is too exspensive. So when DSL Extreme shuts me off because I won't pay the bill until they take off for the time that I had no DSL I will go back to Verizon.
So all of you that think DSL Extreme is a good thing---wait until you have a problem or what something different like dryloop---then good luck!
Followup comments:  
dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
1 edit | Verizon Dryloop Service Hi Nancy,
I was able to reference your account by your username and reviewed it in detail. I see that your service is back up on standard line share DSL with a phone line. It looks like you had line share service and then opted to switch to dry loop service which doesn't require a phone line. I am not sure why you got conflicting information from Verizon as this is a service that we can and do provide.
In most instances Verizon will connect the dryloop DSL line to the existing phone line running into the customers location. There are some instances when a new dry pair is dropped from Verizon to the clients location at the NID/MPOE. In those instances Verizon will tag the line and the client would need to connect that line to the inside wiring in order to get the DSL service to work. It appears that the line was connected when you had dry loop service but it may not have been properly connected to the inside wiring. In most instances installing a dry loop DSL line is straight forward but since it doesn't run over an existing line share line it can require some extra work on the end users part.
Regardless, I apologize for the inconvenience and am glad to see that you are back up standard line share service. I will ensure that the proper credit for downtime is applied.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  | |
|  | butterfly10
join:2008-12-16
Covina, CA
 ·DSL EXTREME
| Re: Verizon Dryloop Service George
I know for a fact that what you think happened-did not. The Verizon tech that came to my place left me a note saying that he could not do what I wanted. I went outside and opened my phone box while on the phone with one of your so-called techs and there is no new line to connect inside my place. I have a friend that worked for Verizon for 30+ years and he knows what I have out there because he installed it for me-there's nothing to make dryloop work. One of your other "techs" said that I had a new "fake" number for my dryloop. But with no new line I couldn't use it-soooo he said someone would call me the very next day. I'm sure you can probably guess what happened-I was home all day and no call. I'm not exaggerating when I state that I have spent many hours on hold with your company and when "Alfredo" laughed when I told him that I was going to leave bad reviews it burnt my soul. I WANT DSL-I LIKE PAYING ONLY 15.00 A MONTH-WHY WOULD I NOT TRY TO MAKE IT WORK? I'm tired of your company sending me emails saying that they are going to shut off my service for non-payment, even when I didn't have working DSL. I have never been without internet as long as I was when I made the mistake of trying to get dryloop. I don't use my home phone so I thought I could save some money. BIG MISTAKE! I realize that Verizon is not inclined to cooperate so that I can cancel my phone service-but that being the case DSL Extreme shouldn't promise to do something that they can't. I've already been told that Verizon lets you sell dryloop by someone at your company but I can only go by my personal experience.
I'm not sure how long it was that I didn't have internet but I believe it was only about a month. The hassle of dealing with your "techs" and people in billing on the phone and in chat has been unreal! This in not the way to run a company. I know that I am just one person that is angry, but the internet can be an amazing tool for just one person to get the word out. I have noted every person's name, time and date that I talked to at both Verizon and DSL Extreme.
I have read a review on here for your company that said it doesn't try to fix the problem-instead when customers can't get problems resolved you make more money charging them a high penalty for early termination. I'm not saying that this is true but it's not looking totally unbelievable at this point.
I will pay my bill the day that DSL Extreme agrees to credit my account for my down time. If they don't I will resume my quest for more websites to leave reviews. If you actually have a billing person named "Alfredo" and that's not a fake name maybe you could let him know that next time he shouldn't laugh at a customer.
Nancy | |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
1 edit | Re: Verizon Dryloop Service Nancy,
Thanks for the follow up. Once again I do apologize for the inconvenience that you experienced. Though in most instances the Verizon dry loop service works well for our clients, the overall process for dryloop service on the Verizon side isn't nearly as refined as line share service. Though they have made some progress, improvements to the dry loop provisioning process is the single biggest thing that we discuss with Verizon. We hope to see some major improvements in the process based on some new internal processes that they are putting in place. Unfortunately if the Verizon technician has simply properly connected the line when he came out you wouldn't have had those issues.
Regardless, I am glad that you are back up and running. Our billing team has updated the billing and provided a credit for the downtime.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. | |
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